现代信息科技2025，Vol.9Issue(10)：102-107,6.DOI:10.19850/j.cnki.2096-4706.2025.10.019
基于大数据创新的电信运营商客户口碑指数研究
Research on Customer Word-of-mouth Index of Telecom Operators Based on Big Data Innovation
范晨曦 1王立华 1周梦焓 1王运强 1赵静1
作者信息
- 1. 中国联合网络通信有限公司浙江省分公司,浙江 杭州 310051
- 折叠
摘要
Abstract
At present,there are some pain points in customer service operation,such as insufficient digital and intelligent empowerment and inability to efficiently predict customer perception and implement satisfactory service operation.Based on the Big Data base,this paper focuses on the full-dimensional perception portrait of all customers,and uses the algorithm technology such as entropy weight method and emotion analysis to create the customer word-of-mouth index prediction model of telecom operators.Intelligent prediction of total customer perception lays the foundation for deepening satisfactory service operation.It realizes the transformation from the passive service mode focusing on complaint problem solving to the active service mode driven by digital intelligent satisfactory service operation,effectively improving customer satisfaction,and striving to forge a high-quality service"gold business card".关键词
客户口碑指数/熵权法/满意服务/客户感知/满意度Key words
customer word-of-mouth index/entropy weight method/satisfactory service/customer perception/satisfaction分类
信息技术与安全科学引用本文复制引用
范晨曦,王立华,周梦焓,王运强,赵静..基于大数据创新的电信运营商客户口碑指数研究[J].现代信息科技,2025,9(10):102-107,6.
