Journal of Computer Applications ›› 2022, Vol. 42 ›› Issue (11): 3527-3533.DOI: 10.11772/j.issn.1001-9081.2022010073

• ChinaService 2021 • Previous Articles    

Product and service quality analysis based on customer service dialogues

Jiaju ZHANG, Huiping LIN()   

  1. School of Software and Microelectronics,Peking University,Beijing 102600,China
  • Received:2022-01-20 Revised:2022-04-15 Accepted:2022-04-21 Online:2022-05-17 Published:2022-11-10
  • Contact: Huiping LIN
  • About author:ZHANG Jiaju, born in 1996, M. S. candidate. Her research interests include data mining, service quality analysis, natural language processing
    LIN Huiping, born in 1974, Ph. D., associate professor. Her research interests include data mining, intelligent manufacturing.
  • Supported by:
    National Key Research and Development Program of China(2018YFB1702900)

基于客服对话的产品和服务质量分析

张家菊, 林慧苹()   

  1. 北京大学 软件与微电子学院,北京,102600
  • 通讯作者: 林慧苹
  • 作者简介:张家菊(1996—),女,吉林榆树人,硕士研究生,主要研究方向:数据挖掘、服务质量分析、自然语言处理
    林慧苹(1974—),女,福建仙游人,副教授,博士,CCF会员,主要研究方向:数据挖掘、智能制造。 linhp@ss.pku.edu.cn
  • 基金资助:
    国家重点研发计划项目(2018YFB1702900)

Abstract:

Existing product and service quality analysis is often based on questionnaire survey or product reviews, but there are problems such as difficulty in questionnaire collection and invalid data in product reviews. As a bridge between customers and businesses, the customer service dialogue contains rich customer opinions from product to service perspective, however, there are still few studies using customer service dialogues to analyze product and service quality. A product and service quality analysis method based on customer service dialogues was proposed, which firstly combined the product features and service blueprint to determine product and service quality evaluation factors, and used the Important?Performance Analysis (IPA) method to define the importance and performance index of evaluation factors. Then, quantitative analysis of the importance and satisfaction of products and services was performed by using the dialogue topic extraction and sentiment analysis. The method was applied on the real customer service dialogues of a Taobao flagship store which sells disinfection and sterilization products, and 18 evaluation factors were established, whose importance and performance were quantified based on more than 900 thousand real historical customer service dialogues, thereby analyzing the quality of products and services of the flagship store. Finally, a questionnaire on the professional customer service employees was carried out to verify the effectiveness of the proposed method.

Key words: customer service dialogue, quality analysis, importance, performance, topic extraction, sentiment analysis

摘要:

现有的产品和服务质量分析常通过问卷调查或利用商品评论,但存在问卷收集难度大、商品评论中存在无效数据等问题。客服对话作为顾客与商家之间沟通的桥梁,包含了丰富的顾客意见,覆盖了从产品到服务的多个方面,然而现在利用客服对话分析产品和服务质量的研究还较少。提出了一种基于客服对话的产品和服务质量分析方法,首先结合产品特征和服务蓝图,确定产品和服务质量的评价要素,并结合重要性?满意度分析(IPA)法定义评价要素的重要性和满意度指标;然后对客服对话进行主题提取和情感分析,定量分析产品和服务的重要性和满意度。以某消毒除菌产品淘宝旗舰店的真实客服对话为例应用了该方法,建立了18个评价要素,并基于90余万条真实的历史客服对话对评价要素的重要性和满意度进行了量化,从而分析旗舰店产品和服务的质量。最后通过对专业客服的问卷调研,验证了所提方法的有效性。

关键词: 客服对话, 质量分析, 重要性, 满意度, 主题提取, 情感分析

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