基于大数据分析的用户投诉问题定位及预警分析体系研究  

Research on User Complaint Problem Location and Early Warning Analysis System Based on Big Data Analysis

作　　者：王剑[1] 王海鹏 程新洲[2] 张兴伟 高洁[2] 宋春涛[2] 成晨 Wang Jian;Wang Haipeng;Cheng Xinzhou;Zhang Xingwei;Gao Jie;Song Chuntao;Cheng Chen(China Unicom Ningxia Branch,Yinchuan 750002,China;China Unicom Research Institute,Beijing 100048,China)

机构地区：[1]中国联通宁夏分公司,宁夏银川750002 [2]中国联通研究院,北京100048

出　　处：《邮电设计技术》2024年第5期31-36,共6页Designing Techniques of Posts and Telecommunications

摘　　要：提出一种针对用户投诉的方法论体系。以网络类投诉处理为切入点,重点梳理了从一线客服到网络运营工作中诉前、诉中、诉后等环节的痛点和堵点问题,利用知识图谱、NLP、大数据等技术手段,实现用户投诉的前置预警和处理效率的大幅提升。It proposes a methodology system for user complaints.It takes network-type complaint processing as the entry point,focuses on combing the pain points and blocking problems in before-complaints,during-complaints,and after-complaints from the first-line customer service to the network operation work,and Utilizing the technical means of Knowledge Graph,NLP,and Big Data,it realizes the pre-warning of user complaints and a significant increase in processing efficiency.

关 键 词：用户投诉 问题分析 投诉预警 大数据分析 满意度提升 

分 类 号：TN919[电子电信—通信与信息系统]