Research On Customer Service Process Optimization Of A Power Supply Company Based On Big Data Analysis

Customer service is an important business activity of electric power companies,it is not only related to the interest of customers but also related to the benefit of companies,and it plays an vital role in electric power industry.With the rapid development of society,customer awareness,especially rights consciousness,has become more and more strong and customer demand for electric service has also showed diversity trend,so the importance of customer service has becoming prominent with the huge service risk.Traditional service mode is a passive response,the disadvantage of its timeliness and accuracy has gradually emerging and then it can't satisfy the various power service requirements.Power information construction has gained developed in recent years,particularly the popularization and application of automatic information equipment and terminal acquisition device,it makes using big data to do research works on customer service optimization become possible.The use of big data technology to analyze customer demands,optimize service processes and provide active services has a theoretical and practical significance for improving the municipal power company's service level,against business service risk and promoting the harmonious development between companies and customers.Based on a research of big data theory,this paper regards one municipal power supply company as a research object.The present status of customer service and exist problems are deeply discussed.We proposed the customer service objective which includes active perception,rapid response and accuracy.Some analysis methods in big data like association mining,cluster analysis and decision-making tree,etc.are introduced into this paper.These methods have a deep research on relevant data about customer service and form a series of theme analysis tools,such as hotspot monitoring of costumer demand,work assistant analysis,fault point judgement,behaviors analysis of customers,power industry trend analysis and public sentiment analysis and alert.The utilization of these methods,on the one hand,improve the ability of company to active perception about customer demand and provide data for responding demand and formulating service strategy.On the other hand,it will optimize the relevant business process,promote service efficiency and create an advantage of providing an accurate and active service for the customers.