Power customer service preference method and system based on channel preference and business preference
A customer service and channel technology, applied in the field of power grid services, can solve the problems that customer service agents cannot quickly, accurately and comprehensively understand customer preferences, the customer base is huge, and it is difficult to respond to customer demands in a timely manner.
Inactive Publication Date: 2019-08-09
GUIZHOU POWER GRID CO LTD
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Problems solved by technology
Customer service works for thousands of households, and the customer base is huge and complex. Limited by factors such as customer quality and communication methods, customer service agents cannot quickly, accurately and comprehensively understand customer preferences, and it is difficult to respond to customer demands in a timely manner.
Method used
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[0041] In order to make the objectives, technical solutions and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings.
[0042] For the power customer service preference analysis method of the present invention, follow the steps below:
[0043] Step 1. Count the contact frequency of all users for different service channels X 1 Handling frequency with different business X 2 , And the mean μ and standard deviation σ of all customers using the grid service channels and business channels;
[0044] Step 2. Determine the weighted frequency X'used to calculate the channel using the weighted weight of the time dimension 1 ={x’ 11 ,x’ 12 ,x’ 13 ,......,x’ 1n } And different business weighted frequency X' 2 ={x' 21 ,x' 22 ,x' 23 ,...,x' 2n }, where x' 1i And x' 2j Respectively represent the weighted frequency of the 1i-th channel and the weighted frequency of the 2j-th service (i,j={1,2,3,...,n}...
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The invention belongs to the technical field of power grid services, and particularly relates to a power customer service preference method and system based on channel preference and business preference. The method comprises the following steps: 1, counting the cumulative contact frequency X1 of a power grid client for different power grid service channels and the cumulative handling frequency X2for different power grid services; step 2, respectively weighting the cumulative contact frequency X1 of the power grid client for different power grid service channels and the cumulative handling frequency X2 of the power grid client for different power grid services; step 3, standardization processing is carried out on the weighted different power grid service channel weighting frequencies and different business weighting frequencies, and channel activeness of the client and a channel activeness matrix based on business consideration are calculated according to an activeness formula; and step 4, determining a preference service channel of the power grid user according to the value of the activity degree of the power grid client channel. According to the client activeness, the customer service agent can quickly, accurately and comprehensively know the preference of the client, and responds to the client appeal in time.
Description
Technical field [0001] The invention belongs to the technical field of power grid services, and specifically relates to a method and system for power customer service preference based on channel preference and business preference. Background technique [0002] The power hotline service system provides customers with professional services such as business consultation, business acceptance, complaints and suggestions on business or work through manual, automatic voice, SMS, E-mail and other methods. It is a company's communication channel for external services. The power hotline service provides service functions such as power outage information inquiry, fault repair, electricity bill inquiry and payment, business processing, business consultation, complaints and reports, and manual services. The customer service work is oriented to thousands of households. The customer base is large and complex. Due to factors such as customer quality and communication methods, customer service ag...
Claims
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Login to View More IPC IPC(8): G06Q30/02G06Q50/06
CPCG06Q30/0201G06Q30/0203G06Q50/06
Inventor 朱州周玲张刚王鹏钟璐殷志易王鹏宇吴方权谭驰吴忠王玮汪浩杨箴方继宇
Owner GUIZHOU POWER GRID CO LTD