Quantitative evaluation method for emotion index of electricity customer
A quantitative evaluation and emotional technology, applied in the field of customer service, can solve problems such as untimely submission, incomplete information records, omissions, etc., and achieve the effect of ensuring accuracy
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[0083] The following takes a specific customer call as an example to illustrate the evaluation process of the customer sentiment index. The text of the customer call recording is as follows:
[0084] Customer Service: Hello, this is State Grid Customer Service Center, how can I help you?
[0085] Customer: Hello, this is the **community of ** District, and now there is no electricity at home, what is the reason?
[0086] Customer service: Don't worry, may I ask if your family is out of power or the surrounding area is out of power?
[0087] Customer: The whole community is out of power.
[0088] Customer service: Please provide your customer number, and I will help you inquire about the cause of the power outage.
[0089] Customer: My account number is *********.
[0090] Customer service: OK, please wait a moment, and I will check for you immediately.
[0091] Customer service: Hello, I found out that your community is currently experiencing a power outage caused by the ...
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