Complaint early warning and monitoring analysis system based on text mining

Abstract

The invention discloses a complaint early warning and monitoring analysis system based on text mining. The complaint early warning and monitoring analysis system comprises a text data standardization module for converting input text data into a unified regular standardized data mode; and a standardized data analysis and early warning module for analyzing the standardized data mode by establishing a complaint level clustering model, classifying complaint risk levels according to a clustering result, and giving an early warning according to the level of risk. The complaint early warning and monitoring analysis system, on the premise of ensuring highest customer satisfaction, greatly reduces the workload of manual combing and sampling observation, and effectively improves a passive post-tracing management mode so as to facilitate proactive service in advance and to achieve professional management requirements for timely response to customer appeals.

Description

technical field [0001] The invention relates to a customer complaint early warning monitoring and analysis system 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] As an impo...

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 system based on text mining technology, which can timely and accurately grasp the hot issues of customer feedback for professional management departments, as well as pre-warning the requirements 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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