基于数据挖掘的运营商客户投诉分析方法研究

Research on operator customer complaints analysis method based on data mining

随着互联网不断地影响服务业的发展,越来越多的企业开始以用户为中心,实践互联网思维,重视用户的意见与建议。运营商拥有庞大的用户群,其客户响应中心每天产生以文本存储的信息量巨大的用户投诉数据,这些都是用户对运营商最迫切的改进需求和服务要求,但是此类非结构化数据难以按照传统的量化分析方法进行分析总结。针对此问题,提出了一个基于数据挖掘的客户投诉分析方法,该方法能够有效地解决客户投诉数据分析的问题,发现问题,进而提出相应的优化方案,提升用户感知和体验。

As the lntemet continues to influence the development of tile service sector, more and more enteq^rises begin to user-centric, they practice the Internel thinking and pay attentiou to user comments and suggestions. Operators have a huge user base, and tge customer response center produces the huge amoun! of infinnation of user mplaint data which is stored by text every day. These are the most pressing improvement needs and service requirements of users to the operalot.＇s, but such unstructured data is diffieuh to analyze and summarize as the traditional quantitalive analysis. For this problem, customer complaints analysis method based on data mining was proposed. The method can effectively solve Ihe problem of customer complaints data analysis, identify problems, and then the con＇esponding optimization program was proposed to enhanee the user perc＇eptiou anti experience.