基于大数据创新的电信运营商客户口碑指数研究OA

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".