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Customer service data analysis method

A data analysis and customer service technology, applied in the field of customer service data analysis, can solve problems such as low efficiency, a large number of manpower and time, and achieve the effect of improving service level, improving customer satisfaction, and facilitating search and review

Pending Publication Date: 2021-04-16
ZHONGSHAN POWER SUPPLY BUREAU OF GUANGDONG POWER GRID
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The present invention provides a method for analyzing customer service data in order to solve the problem that a large amount of manpower and time need to be invested in analyzing customer appeals, resulting in low efficiency

Method used

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  • Customer service data analysis method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0045] Such as figure 1 , figure 2 and image 3 As shown, a customer service data analysis method includes the following steps:

[0046] S1: Obtain business data in the customer service system;

[0047] S2: Process the business data in the customer service system;

[0048] S3: The processed data results are stored in the cloud.

[0049] In the above solution, the present invention acquires the business data of the customer service system, conducts multi-dimensional mining and processing of the customer service data of the power supply bureau from the depth and breadth, realizes the prediction of customer business problems, and provides effective data for the formulation of customer service strategies Support, improve customer service level, improve customer satisfaction, and store the processed data results in the cloud to facilitate subsequent search and review.

[0050] In step S1, the business data includes customer service work order number, power supply unit, caller...

Embodiment 2

[0074] The message sending module is connected to the short message platform of the power supply bureau, and prompts and warns the arrival time of the fault repair personnel. The overall structure of the web system and the short message platform mainly includes the following three modules:

[0075] a. Receive client request message

[0076] The client sends a message sending request, parses out the destination number to be sent and the content to be sent, and marks the sent information (this mark is convenient for returning the sending result to the client), and then stores it in the sent message queue;

[0077] b. Send a message

[0078] Take out the short message to be sent from the top of the message queue to be sent, analyze the corresponding sending destination address and sending content, and mark the short message by number. Send a normal short message, that is, a short message within 140 characters. Send special characters. For some English or Chinese special charact...

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Abstract

The invention relates to a customer service data analysis method. The method comprises the following steps of S1, obtaining business data in a customer service system; s2, processing the business data in the customer service system; s3, storing a processed data result to a cloud; business data of a customer service system are acquired, multi-dimensional mining and processing are performed on the customer service data of a power supply bureau from depth and breadth, prediction of customer business problems is realized, effective data support is provided for formulation of customer service strategies, customer comprehensive service level is improved, customer satisfaction is improved, and customer satisfaction is improved. And the processed data result is stored in the cloud, so that subsequent search and review are facilitated.

Description

technical field [0001] The invention relates to the field of electric power management, and more specifically, to a method for analyzing customer service data. Background technique [0002] The power grid company realizes the construction of a provincial-level big data platform, integrates the business data of the 6+1 system, and merges the data warehouse, gradually introduces unstructured data, and develops rich mining applications and advanced applications. Customer appeals involve a wide range of issues and cover many and scattered service links. Business processors and managers need to invest a lot of manpower and time when analyzing customer appeals. In addition to low efficiency, there are the following problems: [0003] (1) The system exports a lot of data, which requires a lot of repetitive work, and errors and omissions are prone to occur when manually editing data. [0004] (2) The depth and rationality of data analysis is lacking, and it is impossible to effecti...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/10G06Q50/06G06F16/2458G06F16/332G06F40/126G06F40/242G06F40/289G06F40/30
Inventor 张春梅刘莉魏嘉玮杨影欢许兴雀李莹莉谢锡铭
Owner ZHONGSHAN POWER SUPPLY BUREAU OF GUANGDONG POWER GRID
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