基于客户个性化经营与员工绩效闭环反馈的大数据系统设计与分析建模  

Big Data System Design,Analysis and Modeling for the Purpose of Personalized Customer Management and Closed-loop Feedback of Employee Performance

作　　者：苏治怡 季文奎 王钰婷 Su Zhiyi;Ji Wenkui;Wang Yuting(Cyber User Management and Service Center of China Merchants Bank,Shenzhen,Guangdong 518000,China)

机构地区：[1]招商银行网络经营服务中心,广东深圳518000

出　　处：《机电工程技术》2022年第10期215-219,共5页Mechanical & Electrical Engineering Technology

摘　　要：数字化的时代只有利用好线上渠道实现高并发地服务大批量客户,经营者才能在客户市场争夺中取得先机。而为了进一步保证服务的质量,需要建立全流程数据采集应用系统获取准确完备的数据,以数据为原材料,利用计算机统计和人工智能等方式完成决策。大数据系统的方案设计,利用数据实现统计分析和画像聚类,采用极限梯度提升算法Xgboost模型输出的客户价值概率作为客户分类和优质客户筛选的依据,辅助人工完成对客户类型的提前预判;通过自动化作业流程和Tableau报表设计每日对员工工作量与客户转化效果进行统计和可视化通报,实现员工绩效回算达成全系统闭环反馈。当系统实现了更体系化的数据存储管理、更精准化的客群划分、更及时化的闭环监控后,明显获得高质量的差异化经营,为上亿数量级的客户提供个性化服务,达到更优的客户体验效果。项目方案投产后,客户的各项转化率较期初均有1.5~10倍的提升。Only when they make better use of online channel to serve a large number of customers with high concurrency,can the operators obtain preemptive opportunity in client market contention in the digital era. In order to further ensure the quality of service,they also need to establish the data acquisition application system to obtain accurate and complete data of the whole managing process,take data as raw materials,use computer statistics and artificial intelligence and other ways to complete the decision. The solution of out project implements statistical analysis and customer clustering with the help of data and calculated the value probability of each customer using Xgboost algorithm,assisted manual to complete customer type prediction in advance. Further more,automated workflow and Tableau reports were used to make daily statistics and visual notification of employee workload and customer transformation effect,finishing the whole system closed-loop feedback. Only by realizing more systematic data storage and management,more accurate customer group division,and more timely closed-loop monitoring,can achieve high-quality differentiated customer management,provide personalized services for hundreds of millions of customers,and achieve better customer experience. After the project was put into operation,the customer’s conversion rate increased by 1. 5 to 10 times compared with the beginning.

关 键 词：数据系统设计 统计报告自动化 大数据 Xgboost客户分类模型 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]