Client complaint early-warning monitoring analyzing method based on text mining technology

A technology of early warning monitoring and analysis methods, applied in market forecasting, data processing applications, marketing, etc., can solve the problems of low efficiency of manual sorting

Active Publication Date: 2017-03-22
JIANGSU ELECTRIC POWER CO +2
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to overcome the deficiencies of the existing technologies and provide a complaint early warning and monitoring method based on text mining technology, which can timely and accurately grasp the hot issues of customer feedback for professional management departments and the requirements of early warning of customer complaint risks. Realize the early warning of the risk of customer complaints under the complex customer feedback information and flexible and diverse expressions, which solves the current passive management problems of low efficiency of manual sorting and traceability and accountability after the event, thus ensuring the level of complaint risk for each work order Prediction facilitates timely proactive service and improves customer satisfaction

Method used

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  • Client complaint early-warning monitoring analyzing method based on text mining technology
  • Client complaint early-warning monitoring analyzing method based on text mining technology
  • Client complaint early-warning monitoring analyzing method based on text mining technology

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Embodiment

[0079] Collect 95598 system Nanjing city work order data in August, a total of 87359 pieces. Including data of nine types of work orders, including business consultation, fault repair, suggestion, opinion, complaint, and report. Among them, Nanjing urban area generated the most work orders with 58,151, followed by Jiangning District with 13,248. For the distribution of work orders in each region, see Figure 5 .

[0080] 1. Monitoring and analysis of active service level work orders in August

[0081] Through the calculation of the model, the work orders in Nanjing in August are divided into five types of active service levels. Among them, there are 232 first-level work orders and 208 second-level work orders. Since the first-level and second-level work orders have higher active service levels and need to be processed in a timely manner, the following focuses on the analysis of the first-level and second-level work orders in each Regional distribution and model validation m...

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Abstract

The invention discloses a client complaint early-warning monitoring analyzing method based on text mining technology. The method comprises the steps of a text data standardizing step for converting recorded text data into data with a standard data format in a unified rule; and a standard data analysis early-warning step, analyzing the standard data format through establishing a complaint analysis grade clustering model, determining a risk grade according to the clustering result, and transmitting early-warning according to the risk grade. The complaint early-warning monitoring analyzing method satisfies a precondition of ensuring client satisfaction degree and furthermore has advantages of greatly reducing workload in manual sampling observation, effectively improving passive after-event tracking responsibility-determining management mode and facilitating before-event active server in a targeted manner, thereby realizing a professional management requirement for in-time response for client demands.

Description

technical field [0001] The invention relates to a method for early warning, monitoring and analysis of customer complaints based on text mining technology, and belongs to the field of customer crisis management in the electric power industry. Background technique [0002] With the gradual deepening of the reform of the power system and the intensified competition in the power sales market, it is urgent for power supply companies to quickly change the traditional way of thinking and working mode, further establish market-oriented service awareness, innovate commercial service models, and improve customized and personalized service levels , to win the trust of customers and ensure market share. At the same time, with the continuous improvement of the public's self-awareness and rights protection awareness, every electricity price adjustment, service procedure change, and even breakdown repair by power supply companies has been closely watched by the general public. [0003] A...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q30/02G06Q50/06
CPCG06Q10/0635G06Q30/0203G06Q50/06
Inventor 胡宏高昇宇倪炜常飞秦韶杨施萱轩汤宁张玮梁明于涛曹仁红
Owner JIANGSU ELECTRIC POWER CO
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