基于模糊谱聚类的电力系统客户分群算法

Power system customer clustering algorithm based on fuzzy spectrum clustering

国网重庆市电力公司信息通信分公司(简称公司)负责重庆电力信息通信系统客户服务工作。随着服务质量的提升以及客户满意度要求的提高,客户服务工作应由被动受理客户业务咨询变为主动为客户提供业务服务。然而目前公司未开展客户分级管理,所有客户按统一的标准开展服务,不利于客服资源的有效配置。为了给客户提供更好的体验,实现精准服务,提出一种将谱聚类与模糊聚类相结合的算法(简称模糊谱聚类算法),基于特征向量提取对电力公司信通客户进行分群,挖掘大量客户数据中的潜在信息。案例分析表明:和其他几种典型聚类算法的聚类指标相比,所提算法可以更有效地对电力公司信通客户进行聚类。

State grid Chongqing electric power company information and communication branch(referred to as the company)is responsible for the customer service of Chongqing electric power information and communication system.With the improvement of service quality and customer satisfaction requirements,customer service work should be changed from passively accepting customer business consulting to actively providing customers with business services.However,at present,the company does not carry out hierarchical management of customers,and all customers carry out services according to unified standards,which is not conducive to the effective allocation of customer service resources.In order to provide better experience for customers and achieve accurate service,this paper proposes an algorithm combining spectral clustering with fuzzy clustering(fuzzy spectral clustering algorithm for short),which is based on feature vector extraction to cluster the customers of power companies and excavate potential information in a large number of customer data.The case analysis shows that compared with other typical clustering indexes,the proposed algorithm can cluster the customers of power companies more effectively.