Research And Implementation Of Evaluation System Of The Telecom Operator Service Based On Web Service

On the basis of researches on a variety of the customer service system,the significance to the better understanding of the situation of customers ' using the business and the speed of efficiently handling information complained by customers is deeply analyzed.Then the services evaluation system of the telecom operator is researched.The function of complaints,processing,evaluation and communication in the integration of system which includes server and client through the HttpClient protocol and HttpPost request server address link is designed to make up for the defects of the singleness of function and complex process of complaints in the current office system.The main work includes:(1)The functional requirements,performance requirements and development process of the services evaluation system of the telecom operators are deeply analyzed.The characteristics and working principle of the two techniques are deeply studied,and their advantages and disadvantages are analyzed to put forward a feasible technical scheme based on the webService tchnology.A service evaluation system is developed containing the high efficient connection between web client and Android client,convenient interaction between customer service and customer,and evaluating the effectiveness of customer service.(2)Web server-side of the services evaluation system of the telecom operator is detailedly analyzed and designed.The SSH framework is chosen to reduce the amount of code and to be easy to maintain.In the whole web server-side is designed to be four layers including the visual page,the intermediate business logic layer,bottom data persistence layer and domain module.Functionally,the system is developed and designed in a modular manner including system management,online communication,personal settings,service awareness,community complaints and the terminal management.And the flowchart or timing diagram of each module is given.Besides MySQL database table is reasonably designed and the speed of the query optimization increased to 15.96%.The query of SQL statements is studied and the speed of the query improve a few hundred MS in the case of the cache.(3)The high efficiency and interactivity of the services evaluation system of thet elecom operator are considered.Under the windows OS eclipse + SDK + ADT is chosen to build environment,and Android client is designed using three layers including the UI layer,logic layer and Dao layer.The function of system is developed and designed in a modular manner including forum,complaints and personal.(4)The contents of complaint handling evaluated by customer are combined in Android client.TextRank algorithm is chosen to extract keywords.And the keywords are extended based on the synonyms,then average value becomes the evaluation standard of the work station according to the corresponding value of the key words in the corpus,the average value is calculated to make a comprehensive and reasonable measure to CS who handles the complaint information.(5)Functional requirements,performance analysis and user interface of the services evaluation system of the telecom operator are tested to verify the almost no difference of the actual needs and the experimental results,and high performance stability.The whole results of test show: all the functions of demand have been implemented in the process of the design of the services evaluation system of the telecom operator.The effect of simple operation,stable performance and other effects were realized.