Service quality analysis platform of railway customer service center based on big data technology
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摘要: 研究大数据技术在客户服务质量管理方面的应用实践，分析在客户服务质量管理领域大数据应用案例和技术解决方案，为铁路客户服务中心服务质量的数字化分析评估提出可行的技术路线和建设框架。应用主流大数据处理技术和数据分析处理算法，对铁路客户服务中心的客户服务过程数据进行基于数据仓库技术的整合，实现结构化数据、半结构化数据和非结构化数据的统一管理和调用分析。应用自然语音识别技术，验证转换算法，提出提升效率的机制，同时，结合典型的客户服务质量分析指标，通过业务分析模型、基础数据模型和分析算法进行设计开发，实现服务质量分析的数据化方案。平台框架、技术路线和原型平台的开发，能够为铁路客户服务中心的大数据应用提出可行的建设思路和解决方案，在实际应用中，提升客户服务质量管理能力，改善服务质量管理机制，降低铁路客户服务中心服务质量管理成本。Abstract: This article studied the application practice of big data technology in customer service quality management, analyzed the application cases and technical solutions of big data in customer service quality management, and put forward feasible technical routes and construction framework for the digital analysis and evaluation of service quality of railway customer service center. The article applied the mainstream big data processing technology and data analysis and processing algorithm to integrate the customer service process data of railway customer service center based on data warehouse technology, and implemented the unified management and call analysis of structured data, semi-structured data and unstructured data. It used natural speech recognition technology to validate the conversion algorithm and proposed a mechanism to improve efficiency. At the same time, combined with typical analysis indicators of customer service quality, it designed and developed a data scheme of service quality analysis through business analysis model, basic data model and analysis algorithm. The development of platform framework, technical route and prototype platform can provide feasible construction ideas and solutions for the large data application of railway customer service center. In practical application, it can improve management ability of customer service quality, improve service quality management mechanism and reduce the cost of service quality management of railway customer service center.
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Keywords:
- service quality /
- big data /
- data analysis
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