基于社交网络平台用户行为动力学分析的客户抱怨监控系统研究

发布时间：2018-06-15 15:00

  本文选题：客户抱怨监控系统 + 舆情挖掘　； 参考：《现代电子技术》2014年23期

【摘要】：如何构建基于社交网络平台舆情挖掘的客户抱怨监控系统,从而实施有效的客户抱怨管理,已经成为网络时代背景下企业客户关系管理面对的重要问题。以国内某电网公司为例,将用户对供电服务的微博抱怨评论作为研究对象,采用文本挖掘技术和行为动力学分析相结合的方法,构建了一个新的客户抱怨监控系统。研究表明,开发一个有效客户抱怨监控系统的关键在于如何从空间和时间两个维度实时监控用户抱怨行为动力学特征,从而具备特定对象监控与服务能力,这将为供电企业主动识别不同地区不同类型客户的抱怨关注点、制定有针对性的客户服务改进方案提供技术保障。
[Abstract]:How to construct a customer complaint monitoring system based on public opinion mining of social network platform, so as to implement effective customer complaint management, has become an important problem facing enterprise customer relationship management under the background of network era. Taking a domestic power grid company as an example, a new customer complaint monitoring system is constructed by combining text mining technology with behavioral dynamics analysis, taking the Weibo complaint comment of power supply service as the research object. The research shows that the key to develop an effective customer complaint monitoring system lies in how to monitor the dynamic characteristics of user complaints from two dimensions of space and time, so as to have the ability of specific object monitoring and service. This will provide technical guarantee for power supply enterprises to actively identify different types of customer complaints and concerns in different regions and formulate targeted customer service improvement schemes.
【作者单位】： 广东电网有限责任公司;南方电网有限责任公司;集美大学诚毅学院科学计算中心;
【分类号】：TP277;F274
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本文编号：2022449