User complaint early warning monitoring method and device

A user and early warning information technology, applied in the field of communication, can solve problems that affect customer consumption experience, power company reputation, etc., and achieve the effect of reducing the risk of upgrading

Inactive Publication Date: 2019-03-26
STATE GRID HEBEI ELECTRIC POWER RES INST +2
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Problems solved by technology

[0004] The purpose of the present invention is to provide an early warning monitoring method and device for user complaints, aiming to sol

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  • User complaint early warning monitoring method and device
  • User complaint early warning monitoring method and device
  • User complaint early warning monitoring method and device

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[0023] In the following description, for the purpose of illustration rather than limitation, specific details such as specific system structures and technologies are set forth in order to provide a thorough understanding of the embodiments of the present invention. However, it will be apparent to those skilled in the art that the present invention may be practiced in other embodiments without these specific details. In other instances, detailed descriptions of well-known systems, devices, circuits, and methods are omitted so as not to obscure the description of the present invention with unnecessary detail.

[0024] In order to illustrate the technical solutions of the present invention, the following specific embodiments are used for description.

[0025] refer to figure 1 , figure 1 A schematic flowchart of an early warning monitoring method for user complaints provided by an embodiment of the present invention. The method in this embodiment may include:

[0026] Step 10...

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Abstract

The invention is applicable to the technical field of communication, and provides a user complaint early warning monitoring method and device, and the method comprises the steps: obtaining work orderdata; Determining keywords of the work order data related to each business category through clustering processing, and classifying the keywords; Counting the occurrence frequency of each type of keywords in the work order data with the same client contact number in the first predetermined period, wherein each type of keywords has respective corresponding preset threshold values; And if the occurrence frequency of each type of keywords is greater than a preset threshold value corresponding to the type of keywords, generating early warning information according to the type of keywords and the client contact number so as to remind a worker to take corresponding measures. According to the early warning monitoring method for the user complaints provided by the invention, early warning of the user complaints can be realized, and upgrading risks of the user complaints are reduced.

Description

technical field [0001] The invention belongs to the technical field of communication, and more specifically relates to a method and device for early warning and monitoring of user complaints. Background technique [0002] With the gradual deepening of power system reform, high-quality service is the key point of survival and development. With the continuous deepening of economic development, the dominant position of the market in the economy has become increasingly prominent. The power market requires power companies to provide better services. Power companies The external environment for survival has undergone profound changes. To survive and develop, it is necessary to improve service levels, provide high-quality services, and improve the competitiveness of enterprises in the market. [0003] As an important window for communication and communication with customers, 95598 customer service currently controls the handling of customer problems by accepting user complaints. T...

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Application Information

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IPC IPC(8): G06Q30/00G06F17/27
CPCG06F40/284G06F40/289G06Q30/016
Inventor 李倩张瑞程慧王泽慧付龙刘二刚
Owner STATE GRID HEBEI ELECTRIC POWER RES INST
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