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

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...

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

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