基于用户行为分析的服务渠道评价研究与实现

Research and Implementation of Service Channel Evaluation Based on User Behavior Analysis

目前电力客服中心已经开展了多元化服务渠道为客户提供全方位的服务,但缺少对各服务渠道的综合评价。根据用户行为分析获得客户服务各渠道中用户行为特征,客户群体特性以及服务渠道特征等信息,建立服务渠道评价体系。首先确定对服务渠道进行评价的指标体系,然后用层次分析法确定各指标的权重,最后利用多属性效用理论进行服务渠道综合评价。通过各服务渠道的评价帮助企业进行合理资源规划,为企业制定个性化服务提供依据。

At present,the electric power customer service center has ah＇eady carried out the diversified service ehannels to provide customers with a full range of services, but is lack of comprehensive evaluation of service channels. A service channel evaluation system is established based on user behavior analysis to obtain user＇s behavior characteristics, customer groups and service channel characteristics of customer service channels. Firstly, determine the index system of service channel evaluation, and then use the analytic hierarchy process to determine the weight of each index, and fiually use the multi attribute utility theory to carry out the comprehensive evaluation of service channel. The service channels evaluation can help the enterprises to carry out a reasonable resource planning, so as to provide a basis for the enterprise to develop personalized services.