基于数据挖掘的客户舆情预警监控系统设计  

Design of customer public opinion early warning and monitoring system based on data mining

作　　者：于亮[1] 钟宏伟[1] 李海涛[1] 陈海洋[1] 杜欣然 YU Liang;ZHONG Hongwei;LI Haitao;CHEN Haiyang;DU Xinran(Customer Service Center of State Grid Beijing Electric Power Company,Beijing 100078,China)

机构地区：[1]国网北京市电力公司客户服务中心,北京100078

出　　处：《电子设计工程》2022年第20期148-151,156,共5页Electronic Design Engineering

摘　　要：互联网平台、手机客户端及现场服务渠道为客户提供了极为广阔的服务体验空间,为了提升客户体验,业务受理相关的客户舆情信息对于客户服务质量监测尤为重要,设计基于数据挖掘的客户舆情预警监控系统。利用数据挖掘架构,定义客户舆情数据的传输转换方式,根据信息参量自身的结构功能需求,实现客户舆情预警监控系统的硬件执行环境搭建。在此基础上,对数据簇中心进行提取处理,联合完成定义的监控数据样本,计算预警复杂的分值具体数量级水平,实现系统的软件执行环境搭建,结合相关硬件设备结构体系,完成基于数据挖掘的客户舆情预警监控系统设计。对比实验结果表明,与入侵检测型监控系统相比,数据挖掘型监控系统能够准确获取客户舆情信息,实现对客户舆情信息的快速准确判定,为后续安排客户服务相关举措提供有力支撑。Internet platform,mobile client and on-site service channels provide customers with a very broad space for service experience.In order to improve customer experience,customer public opinion information related to business acceptance is particularly important for customer service quality monitoring.A customer public opinion early warning and monitoring system based on data mining is designed.Use the data mining architecture to define the transmission and conversion method of customer public opinion data,and implement the hardware execution environment of the customer public opinion early warning monitoring system according to the structure and function requirements of the information parameters.On this basis,the data cluster center is extracted and processed,the defined monitoring data samples are jointly completed,and the complex scores of the early warning are calculated at the specific order of magnitude.The system′ s software execution environment is built,combined with the related hardware equipment structure system,and data mining is completed.Design of early warning and monitoring system for customer public opinion.The results of the comparative experiments show that,compared with intrusion detection monitoring system,the data mining monitoring system can accurately acquire the customer public opinion information,can realize the rapid and accurate judgment of the customer public opinion information,and provide strong support for the subsequent arrangements for customer service related measures.

关 键 词：数据挖掘 客户舆情 预警监控 数据转换 簇中心 

分 类 号：TN99[电子电信—信号与信息处理]