Design And Implementation Of Real-time Evaluation System For Operator Customer Experience

As market competition has become increasingly fierce,the problem of declining revenue due to the loss of customer every year has become more and more serious in telecommunications companies.Improving customer experience and retaining customers has become a current hot research topic in this industry.This thesis focus on the means of technology and design patterns of domestic and foreign telecommunications companies.Then investigates and analyzes the current situation of the telecommunications industry in H Province,and builds a real-time evaluation system for operator customer experience on this basis.The system analyzes real-time feedback information,and locates the reasons for customer dissatisfaction,and formulates reasonable retention strategies based on this to improve customer satisfaction,thereby ensuring a stable customer groups and enhancing its industry competitiveness.The main work of this thesis is as follows:(1)System requirements analysis: In view of the current status of the telecommunications industry,we use multiple channels to carry out investigations,and conduct feasibility analysis of the system from three aspects of economy,technology,and operation.The system is divided into four modules: workbench,system evaluation,evaluation details,and system management.(2)System design: Using Vue+Spring Boot separation development model,based on B/S architecture and using Spring,Spring MVC,and My Batis technology to build the system,then using ECharts library to achieve data visualization,while using big data technology for data storage and integration,providing reliable data resources for model construction.(3)Model design: The customer data is extracted through the evaluation system,and the original data is preprocessed using modules such as Python language and Pandas,which mainly include special values such as null values,repeated values,and outliers.Using unbalanced sampling methods such as SMOTE to process minority samples,and conduct multiple comparison tests.Finally,the Random Forest and XGBoost algorithm are used to build the model,the soft voting method is used to fuse and evaluate the model,and the customer retention plan is formulated according to the model prediction results.(4)System test: The system is tested from both functional and non-functional aspects to check whether the function and compatibility,stability,performance of each module of the system meet the actual needs.The test results show that the real-time evaluation system of operator customer experience meets user expectations in functional and sub-functional aspects.The real-time customer experience evaluation system aims to use a variety of business research methods,combined with the data storage technology and computing technology of big data processing platform to conduct real-time evaluation of customer feedback information,and use data mining technology to build customer satisfaction model for anticipating the causes of customer dissatisfaction,then adjust marketing strategies based on the predicted results to prevent customer loss and reduce enterprise loss.