Looking for breakthrough ideas for innovation challenges? Try Patsnap Eureka!

Complaint early warning and monitoring analysis system based on text mining

A technology of early warning monitoring and analysis system, applied in customer relationship, semantic analysis, instruments, etc., can solve the problem of low efficiency of manual sorting, and achieve the effect of facilitating post-processing applications, eliminating manual sorting and discrimination, and improving work efficiency

Active Publication Date: 2017-03-22
JIANGSU ELECTRIC POWER CO +2
View PDF4 Cites 22 Cited by
  • 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 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

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Complaint early warning and monitoring analysis system based on text mining
  • Complaint early warning and monitoring analysis system based on text mining
  • Complaint early warning and monitoring analysis system based on text mining

Examples

Experimental program
Comparison scheme
Effect test

Embodiment

[0080] 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 .

[0081] 1. Monitoring and analysis of active service level work orders in August

[0082] 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...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

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...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Applications(China)
IPC IPC(8): G06Q50/06G06Q10/06G06Q30/00G06F17/21G06F17/27G06N5/02
CPCG06N5/022G06Q10/0635G06Q30/01G06Q50/06G06F40/103G06F40/284G06F40/30Y02D10/00
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
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Patsnap Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Patsnap Eureka Blog
Learn More
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com