本文選題：客戶抱怨監(jiān)控系統(tǒng) + 輿情挖掘�。� 參考：《現(xiàn)代電子技術(shù)》2014年23期

【摘要】：如何構(gòu)建基于社交網(wǎng)絡(luò)平臺(tái)輿情挖掘的客戶抱怨監(jiān)控系統(tǒng),從而實(shí)施有效的客戶抱怨管理,已經(jīng)成為網(wǎng)絡(luò)時(shí)代背景下企業(yè)客戶關(guān)系管理面對(duì)的重要問(wèn)題。以國(guó)內(nèi)某電網(wǎng)公司為例,將用戶對(duì)供電服務(wù)的微博抱怨評(píng)論作為研究對(duì)象,采用文本挖掘技術(shù)和行為動(dòng)力學(xué)分析相結(jié)合的方法,構(gòu)建了一個(gè)新的客戶抱怨監(jiān)控系統(tǒng)。研究表明,開(kāi)發(fā)一個(gè)有效客戶抱怨監(jiān)控系統(tǒng)的關(guān)鍵在于如何從空間和時(shí)間兩個(gè)維度實(shí)時(shí)監(jiān)控用戶抱怨行為動(dòng)力學(xué)特征,從而具備特定對(duì)象監(jiān)控與服務(wù)能力,這將為供電企業(yè)主動(dòng)識(shí)別不同地區(qū)不同類型客戶的抱怨關(guān)注點(diǎn)、制定有針對(duì)性的客戶服務(wù)改進(jìn)方案提供技術(shù)保障。
[Abstract]:How to construct a customer complaint monitoring system based on public opinion mining of social network platform, so as to implement effective customer complaint management, has become an important problem facing enterprise customer relationship management under the background of network era. Taking a domestic power grid company as an example, a new customer complaint monitoring system is constructed by combining text mining technology with behavioral dynamics analysis, taking the Weibo complaint comment of power supply service as the research object. The research shows that the key to develop an effective customer complaint monitoring system lies in how to monitor the dynamic characteristics of user complaints from two dimensions of space and time, so as to have the ability of specific object monitoring and service. This will provide technical guarantee for power supply enterprises to actively identify different types of customer complaints and concerns in different regions and formulate targeted customer service improvement schemes.
【作者單位】： 廣東電網(wǎng)有限責(zé)任公司;南方電網(wǎng)有限責(zé)任公司;集美大學(xué)誠(chéng)毅學(xué)院科學(xué)計(jì)算中心;
【分類號(hào)】：TP277;F274
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本文編號(hào)：2022449