User satisfaction management system and method

Abstract

The invention discloses a user satisfaction management system and method. The system comprises a real-time analysis module used for providing indexes of business of different types in service based on a communication network to construct a user satisfaction evaluation model and obtaining user satisfaction of the service through the user satisfaction evaluation model; a dynamic early warning module used for monitoring the evaluated user satisfaction, dynamically pushing the user satisfaction based on a monitoring result, and performing dynamic early warning on the change of the user satisfaction; an effective action module used for constructing a user satisfaction feature label library used for identifying caring objects satisfying conditions in users based on the user satisfaction feature label library and triggering caring services of the caring objects; and an evaluation optimization module used for adjusting and optimizing the user satisfaction evaluation model. By implementation of the user satisfaction management system and method disclosed by the invention, user-centered differential operation of the communication network operated by a communication operator can be realized.

Description

technical field [0001] The invention relates to a business operation support technology in the communication field, in particular to a user satisfaction management system and method. Background technique [0002] In the full-service competitive environment, the market competition is becoming increasingly fierce. Communication operators give full play to their respective advantages and use the opportunity of full-service operation to compete for users. At the same time, as products become increasingly homogeneous, users' expectations for network services provided by communication networks (referred to as networks) operated by communication operators continue to increase. In the face of these new situations and changes, how to improve the service quality of communication operators' operating networks efficiently and at low cost, effectively improve user satisfaction, and continue to maintain a leading competitive advantage in user satisfaction has put forward high requirements...

AI Technical Summary

Problems solved by technology

[0003] The traditional user satisfaction analysis technology has a long period of data acquisition, high cost, and information lag, and it is difficult to meet the high requirements of user-oriented service management under the new situation.

[0004] From the existing user satisfaction analysis technology, some focus on the analysis of user network information, and some focus on the prediction and early warning of network facilities, which cannot realize the analysis of complete user satisfaction and the improvement of user-oriented service capabilities, resulting in the inability to Meet the technical purpose of user-centric differentiated operations

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