Establishment of Smart Customer Service System Based on Data Mining

Abstract

With the continuous upgrading of mobile Internet technology and the continuous innovation of business models, telecom operators gradually carry out Internet transformation. With the in-depth reform of Internet-based operators, new challenges are presented to the window customer service directly facing the end users. The service awareness related to the diversity of users’ demands, the differentiation of demands information, and the timeliness and accuracy of service requirements has been significantly improved. However, it is necessary to pay attention to customer service management, keep up with the pace of customer demands, improve internal operation management, and meet the improvement of service quality. In this paper, from the perspective of the problems and challenges faced by the development of customer service business, based on data mining technology, using speech recognition engine and text processing technology, combined with the pain points and demands faced by the current customer service business, the intelligent customer service operation management business application based on data mining is proposed. This will support the internal operation management to improve quality and efficiency, focus on customer service, and provide hot information discovery. The intelligent customer service system is constructed through data mining comprehensive model algorithm thematic analysis, so as to satisfy customers’ aspirations, focus on hot issues and demands, better serve customers, and improve customer service quality.