通信运营商客户投诉与故障发生的相关性分析

The Correlation Analysis Between Customer Complaints of Communication Operators and Failure Occurred

进行客户投诉问题预测,采取相应措施及时解决是提高通信运营商服务质量的重要手段之一。提出一种基于相关性分析的客户投诉预测方法。客户投诉相关因素有多种,将软硬件故障因素作为重要因素,根据通信运营商提供的客户投诉数据与故障数据,利用机器学习中的相关性分析技术,建立客户投诉与故障发生的关系模型,进而构建基于故障的投诉预测模型,对潜在的客户投诉进行预测。分析表明,故障发生与投诉存在较强的相关关系,所以该方法可提高运营商服务质量。

Solveing the problems of customer complaints and taking corresponding measures to solve them m a timely mannel, which, is an important method to improve the service quality of communication operators. This paper proposes a prediction meth- od of correlation analysis based on customer complaints. Customer complaints related to many factors, the hardware failure fac- tors as an important factor, according to the customer complaint data and fault data provided by communications operators , u- sing the correlation analysis technique in machine learning, the relationship model of customer complaints and fault are given, and then construct the fault prediction model based on the complaint, to prediet potential customers complaints. The analysis shows that there is a strong correlation between the failure and the complaint, so this method can improve the service quality of operators.