一种基于K均值的移动客户投诉数据处理算法研究  

A data processing algorithm for mobile customer complaints based on K-mean

作　　者：周慧珺[1] 龙涛[2] 陈景航[2] ZHOU Hui-jun;LONG Tao;CHEN Jing-hang(Zhongshan Torch Polytechnic,Zhongshan 528436,China;China Mobile Group Guangdong Co.,Ltd.Zhongshan Branch,Zhongshan 528400,China)

机构地区：[1]中山火炬职业技术学院,中山528436 [2]中国移动通信集团广东有限公司中山分公司,中山528400

出　　处：《电信工程技术与标准化》2018年第7期77-80,共4页Telecom Engineering Technics and Standardization

摘　　要：随着4G移动通信技术的推广,4G移动通信基站覆盖的范围越来越广泛,涵盖了广袤的农村、密集的城市,为数以亿计的用户提供数据传输、语音通信功能。覆盖不同区域的网络面临着断电、雷电大风、冰雪雨水等人为和自然灾害,难免导致移动通信中断,不能够为用户提供良好的通信服务,就会引起客户的投诉。目前,数以亿计的客户产生的投诉信息量非常大,传统的人工分析模式已经无法满足需求,导致客户投诉处理速率低下。论文为了解决这个问题,提出采用K均值算法自动地对移动客户投诉数据进行分类,并且将结果反馈给客服人员,这样就可以分类快速处理客户投诉事务,为客户提供疑问解答,提高客户服务质量。With the promotion of the TD-LTE 4G mobile communication technology, 4G mobile communication base stations cover more and more places, including the vast rural areas, densely populated city, and provide data transmission and voice communication for hundreds of millions of users. I-lowever, due to the different regional coverage of the network is facing power, lightning, snow and rain, and natural disasters, will inevitably induce mobile communication interruption, cannot provide good service for the user, will lead to customer complaints. At present, a lot of customers have a large amount of complaints, and the traditional manual analysis model has been unable to meet the demand, resulting in low customer complaints processing rate. In order to solve this problem, proposed by K means algorithm to classify automatically mobile customer complaints and feedback data, customer service staff, so you can quickly handle customer complaint affairs classification, provide answers to customers, improve customer service quality

关 键 词：移动通信 客户投诉 K均值 分类 

分 类 号：TN929.5[电子电信—通信与信息系统]