A Data-Driven Customer Quality of Experience System for a Cellular Network
Joint Authors
Jung, Hyunglok
Mo, Jeonghoon
Park, Jungju
Source
Issue
Vol. 2017, Issue 2017 (31 Dec. 2017), pp.1-12, 12 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2017-10-26
Country of Publication
Egypt
No. of Pages
12
Main Subjects
Telecommunications Engineering
Abstract EN
Improving customer-perceived service quality is a critical mission of telecommunication service providers.
Using 35 billion call records, we develop a call quality score model to predict customer complaint calls.
The score model consists of two components: service quality score and connectivity score models.
It also incorporates human psychological impacts such as the peak and end effects.
We implement a large-sized data processing system that manages real-time service logs to generate quality scores at the customer level using big data processing technology and analysis techniques.
The experimental results confirm the validity of the developed model in distinguishing probable complaint callers.
With the adoption of the system, the first call resolution rate of the call center increased from 45% to 73%, and the field engineer dispatch rate from 46% to 25%.
American Psychological Association (APA)
Jung, Hyunglok& Mo, Jeonghoon& Park, Jungju. 2017. A Data-Driven Customer Quality of Experience System for a Cellular Network. Mobile Information Systems،Vol. 2017, no. 2017, pp.1-12.
https://search.emarefa.net/detail/BIM-1189067
Modern Language Association (MLA)
Jung, Hyunglok…[et al.]. A Data-Driven Customer Quality of Experience System for a Cellular Network. Mobile Information Systems No. 2017 (2017), pp.1-12.
https://search.emarefa.net/detail/BIM-1189067
American Medical Association (AMA)
Jung, Hyunglok& Mo, Jeonghoon& Park, Jungju. A Data-Driven Customer Quality of Experience System for a Cellular Network. Mobile Information Systems. 2017. Vol. 2017, no. 2017, pp.1-12.
https://search.emarefa.net/detail/BIM-1189067
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1189067