以客户为中心的大数据模型构建与实践  

Construction and practice of a people-centered big data model

作　　者：吕良安 黄斐斐 邝瑶 LüLiang an;HUANG Feifei;KUANG Yao(China Telecom Corporation Limited Sichuan Branch,Chengdu 610000,China)

机构地区：[1]中国电信四川公司,四川成都610000

出　　处：《通信与信息技术》2023年第6期92-96,共5页Communication & Information Technology

摘　　要：以提升客户感知为导向,通过前后端大数据融通,进行资费、网络、服务等大数据模型构建与实践,通过模型解读探寻根因,针对地开展前置维系服务。针对网络不满意用户按场景制定修复策略,开展差异化感知修复;针对服务咨询场景,充分发挥多系统协同调度能力,确保工单快速高效流转,落实以客户为中心的服务思想。This paper is oriented to improving customer perception,and through the integration of front-end and back-end big da⁃ta,it carries out the construction and practice of big data models for tariffs,networks,services,etc.,explores the root causes through model interpretation,and carries out front-end maintenance services accordingly.For unsatisfied network users,the company formu⁃lates repair strategies according to scenarios and carries out differentiated perception repair;for service consulting scenarios,it gives full play to the ability of multi-system coordinated scheduling to ensure the fast and efficient flow of work orders and the implementa⁃tion of the customer-centric service concept.

关 键 词：以客户为中心 资费满意度 网络感知 服务感知 数字化能力 

分 类 号：TN911.1[电子电信—通信与信息系统]