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Data analysis facility and method

A technology of data analysis and equipment, applied in the field of data analysis, can solve the problems of not being able to analyze the implicit needs of customers, not being able to provide personalized services, etc., and achieve the effect of improving user experience

Inactive Publication Date: 2012-04-04
NEC (CHINA) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, current methods cannot analyze customers' implicit needs and provide further personalized services based on the analysis results
Other methods can provide personalized services based on structured data such as customer purchase history / basic information, but cannot provide personalized services based on customer complaints / consultation data
[0005] In the paper published by T.Nasukawa in IBM SYSTEMS JOURNAL, he mentioned a method of analyzing the explicit needs of customers from the customer's complaint / consulting data, but it cannot analyze the implicit needs of customers and provide personalized services based on the analysis results
[0006] Patent document WO2002073331A2 describes a method of analyzing customers' explicit needs from customer complaints / consultation data, but it also cannot analyze customers' implicit needs and provide personalized services based on the analysis results
[0007] Patent document US7536002B1 describes a method for personalized services based on customer account / behavioral data, but cannot provide personalized services based on customer complaints / consultation data

Method used

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Examples

Experimental program
Comparison scheme
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no. 1 example

[0046] figure 1 is a block diagram showing the data analysis device 1 according to the first embodiment of the present invention. like figure 1As shown, the data analysis device 1 in this embodiment includes: an identification unit 210 , an implicit feature calculation unit 200 and an implicit requirement acquisition unit 260 . The input of the identification unit 210 is the complaint / consultation data from the customer, and the data at least includes the customer's complaint / consultation time, customer number and complaint / consultation content. Among them, the content of the complaint / consultation is described in the form of natural language. For example, figure 2 A specific example of complaint / consultation data is shown, where a certain complaint / consultation data is: "2010 / 06 / 05 18:20:15, customer 135XXXX1234 submitted a complaint / consultation, the content is 'Why is Fetion often unable to log in successfully? Woolen cloth'".

[0047] Such as figure 1 As shown, in t...

no. 2 example

[0098] Figure 13 A block diagram of a data analysis device 2 according to a second embodiment of the present invention is shown. like Figure 13 As shown, the difference between the data analysis device 2 in this embodiment and the data analysis device 1 in the first embodiment is that it also includes a hidden demand statistics unit 300 . Since other components in the second embodiment except the implicit demand statistics unit 300 are the same as those in the first embodiment, no detailed description thereof will be given here.

[0099] The implicit demand statistical unit 300 performs various statistics on the implicit demand of all customers according to the output of the implicit feature calculation unit 200 . For example, these statistical results can provide decision support for enterprise call centers. In this embodiment, the statistics function includes at least one of the following: service acceptance statistics, service dissatisfaction reasons statistics, ...

no. 3 example

[0105] Figure 15 A block diagram of a data analysis device 3 according to a third embodiment of the present invention is shown. like Figure 15 As shown, the difference between the data analysis device 3 in this embodiment and the data analysis device 1 in the first embodiment is that it also includes a personalized service recommendation unit 400 . Since other components in the third embodiment except the personalized service recommending unit 400 are the same as those in the first embodiment, they will not be described in detail here.

[0106] Based on the customer's implicit needs, the personalized service recommendation unit 400 searches the recommendation strategy database to find a suitable recommendation strategy, and then recommends personalized services to the customer.

[0107] like Figure 16 As shown, the recommended personalized service includes at least one of the following:

[0108] ●Recommend higher-quality business: If the customer is sensitive...

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Abstract

The invention provides a data analysis facility, which comprises a recognition unit, an implied feature computing unit and an implied requirement acquisition unit, wherein the recognition unit is used for recognizing businesses, themes and subthemes from complaint / consultant data of clients based on semantic knowledge and language models, the implied feature computing unit is used for computing implied features of the clients according to the recognized businesses, themes and subthemes based on the semantic knowledge and an emotional dictionary, and the implied requirement acquisition unit is used for gathering the implied features of the clients and accordingly acquiring implied requirements of the clients. The invention further provides a data analysis method.

Description

technical field [0001] The invention relates to the field of data analysis, in particular to a data analysis device and method applied to a customer service center. Background technique [0002] Telecommunications, online stores, banks, insurance and many other industries have their own customer service centers. The customer service center often receives complaints and consultations from customers on corporate services / products. These complaints / consultations are often in the form of natural language, such as "How to activate GPRS?", "Why is my GPRS Internet access so slow, you are too much! ". [0003] The customer service center can dig out customer opinions on services / products based on customer complaints / consultation data in natural language. Through the analysis of customer complaints / consultation data, it can help companies find out which customers are interested or not interested in services / products, so as to meet the personalized needs of customers and provide cu...

Claims

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Application Information

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IPC IPC(8): G06Q10/00
Inventor 丰强泽何滔赵凯赵岷齐红威
Owner NEC (CHINA) CO LTD
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