Nantong Telecom uses big data to support customer maintenance services_Data Analyst Exam

In recent years, China Telecom Jiangsu Nantong Branch has taken the speed reduction and content filling as a prototype to formulate a big data support program for service scenarios such as speed reduction and retrofitting, and has taken the lead in piloting the big data-supported broadband maintenance system in Jiangsu Province to revitalize the Telecom's rich customer big data resources and effectively improve broadband customers' Sense.

The customized speed-up model of Nantong Branch is mainly based on the data of customers' online behavior, and after extraction, comprehensive analysis of preferences, off-network risk and other labels, prioritization is determined through ranking combinations, and the list of customers with high off-network risk is sorted out. The retrofitting model is mainly based on the attributes of broadband resources used by customers and Internet behavior data to sort out the list of customers who have the demand for retrofitting iTV products, and is sorted according to the level of priority. Based on the content of the list, the marketing department provides services in a precise manner to retain customers with high risk of leaving the network. Nantong Branch takes broadband existing network stock customers as a pilot, first standardizes the model data, adjusts the parameters, clarifies the model target data, takes the province's big data platform as an interface, and utilizes the database to initially screen the target data from the massive raw data; then the large file data extracted in the early stage is used to use the relational database for the second time to clean and screen the comparisons; finally, the value of the parameters defined in the model is extracted in accordance with the high priority of the maintenance service list. After a series of parameter definition, data analysis, data extraction, cleaning and secondary processing, according to the priority level, sort out the service speed-up target customers.

Nantong Branch made use of big data analysis to clarify the direction of maintenance, and customized targeted organization to speed up, retrofitting and other maintenance services, which improved the stickiness of telecom products. Innovative big data support broadband maintenance, intelligent access to the list of customers with the intention of leaving the network, provide and support the basis for backward service assessment, forward correction and optimization of model parameters, improve the accuracy and completeness of the model prediction. The branch will exchange and cooperate with the provincial company's big data operation center, fully excavate and utilize the data resources of the existing big data platform, generalize and summarize the data processing process, and lay the foundation for building an automated big data support system for broadband maintenance. Strengthened local front-end and back-end linkage, discussed with the Marketing Department, Enterprise Information Department, and Power Generation Center*** to optimize the service maintenance plan, categorized and classified target customers by region, and improved stickiness through speed up and installation. Develop and optimize the model backward evaluation system to improve the success rate of outbound calls and maintenance success rate, and adjust the model parameters in real time to improve the accuracy of model prediction and evaluation.

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