基于推荐算法的触点画像分析研究  

Research on contact profile analysis based on recommendation algorithm

作　　者：陈广 CHEN Guang(China Mobile Communications Group Hebei Co.,Ltd.,Shijiazhuang 050000,China)

机构地区：[1]中国移动通信集团河北有限公司,石家庄050000

出　　处：《计算机应用文摘》2025年第9期85-87,共3页

摘　　要：随着信息技术的快速发展,触点赋能已成为提升客户满意度的关键因素。然而,当前仍存在培训方式单一、管理不够精细化、用户体验缺乏体系化等问题。通过深入分析这些痛点,文章提出了融合文本挖掘技术、调用链分析和省市协同机制的解决方案,重点从测试体验优化和5G消息应用等维度提升员工服务能力。该方案预计将显著提升业务处理效率、改善产品感知体验,同时强化交互沟通机制,实现服务的快速响应和能力的持续提升,从而优化触点支撑体系,最终达成客户满意度提升的目标。With the rapid development of information technology,touchpoint empowerment has become a key factor in improving customer satisfaction.However,there are still problems such as a single training method,insufficiently refined management,and a lack of systematic user experience.Through in-depth analysis of these pain points,the article proposes a solution that integrates text mining technology,call chain analysis,and provincial and municipal collaboration mechanisms,with a focus on improving employee service capabilities from dimensions such as testing experience optimization and 5G messaging applications.This plan is expected to significantly improve business processing efficiency,enhance product perception experience,and strengthen interactive communication mechanisms to achieve rapid response and continuous improvement of service capabilities,thereby optimizing the touchpoint support system and ultimately achieving the goal of improving customer satisfaction.

关 键 词：触点赋能 用户体验 文本挖掘 调用链 省市互动 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]