大数据在95598故障报修工单分析中的应用

摘要

The application of large data analysis technology uses text extraction, hot words analysis methods to solve hot and difficult and key problems in 95598 fault repair service work order. It shows the cus⁃tomer demands characteristic and change rule,defines the relationship between marketing and work order to find the inherent reasons. Through 95598 work sheet content , customer′s demands are found. With large data technology application in Ningxia 95598 fault repair work order analysis as an example, the article introduces the analysis method, and proposes the corresponding service according to the analysis conclusion countermeasures,the improvement direction in big data analysis appli⁃cation is put forward .%应用大数据分析技术，采取文本提取、分词等分析方法挖掘95598故障报修工单热点、难点和重点问题，展现客户诉求特征及变化规律，定位营销业务与工单之间的关联关系，查找内在原因，通过95598工单内容还原客户真实诉求。以大数据技术在宁夏95598故障报修工单分析中的应用为例，介绍分析方法，并依据分析结论提出相应的服务对策与措施，提出大数据分析技术在该应用上的改进方向。