摘要
利用KPI/KQI和网络告警信息等数据实现客户感知画像,挖掘潜在可能发生的客户投诉并前置干预,从而实现投诉压降和客户满意度的双提升。
Use data such as KPI,KQI,and network warning information to realize customer perception profiles,discover potential customer complaints and pre-intervention,so as to achieve both the pressure drop of complaints and the improvement of customer satisfaction.
作者
吴亚楠
Wu Yanan(China Mobile Communications Group Sichuan Co.,Ltd.,Chengdu 610097,China)
出处
《无线互联科技》
2020年第24期15-16,共2页
Wireless Internet Technology
关键词
无线网络投诉
自适应门限界定
客户画像
趋势预测
前置干预
wireless network complaints
adaptive threshold definition
customer profile
trend prediction
pre-intervention.
