Design And Implementation Of Customer Experience Management System In Communication Company

At present,in the era of information explosion,communication service has been integrated into all aspects of people's daily life,and a large amount of customer feedback information has been generated.How to effectively use the huge feedback data to provide customers with satisfactory service has aroused great concern of communication companies.However,at present,communication companies do not have a unified experience perception analysis system,so it is difficult to analyze customer experience satisfaction.Based on the needs of improving customer experience and the closed-loop of "perception acquisition-analysis-repair-evaluation improvement",this thesis establishes a customer business perception management system with dual support of customer satisfaction operation and decision-making,which displays the data analysis results in a visual way,intuitively displays the customer experience satisfaction,and provides the basis for improving service quality.The main work is as follows:1.System requirements analysis: In depth investigation of the status quo of information technology in the field of communication and actual customer needs,analysis and carding of information work in the field of communication.The feasibility of the system is analyzed from the aspects of technology,economy and operation.According to the analysis results,the system is divided into four modules: big data processing,intelligent prediction,visual display and setting management.2.Development mode: The back-end of the system adopts the Spring Boot development framework,and the front-end uses Vue framework to achieve the separation of the front and back ends.It divides single application into independent subprograms according to business functions.Storage usage HDFS,a distributed file system,and HBase,a type of "No SQL" database are based on Hadoop.Integrate Spark into Hadoop as a computing engine.3.Design: Based on the in-depth study of the system framework and technology,the functional structure and database of each module are designed.In the aspect of customer satisfaction prediction,the soft voting idea is adopted to integrate XGBoost algorithm and random forest algorithm as the prediction model,and the reasons of dissatisfaction are determined according to the predicted satisfaction and related indicators,so as to provide scientific basis for the later customer targeted service.4.Implementation and testing: On the basis of the system design,the thesis visualizes the data of each module,and tests the function and performance of the system.The test results show that each functional module of the customer experience management system of the communication company meets the expected demand,realizes the data call between different business units and system modules,and can comprehensive analysis of user feedback information to provide effective support for later decision-making.