Based On The Analysis Of The Satisfaction Of Consumer Behavior Ivr System Design And Implementation

Satisfaction embodies the user to the enterprise service evaluation index. For satisfaction can be evaluated based on questionnaire can also based on user behavior analysis. Generally speaking, the user behavioral analysis more than questionnaire is objective, because it can better reflect the user's actual feeling. Interactive voice response (IVR platform) as an important tool of modern service industry, the main bearing call center of self-help business, many enterprises will put in important business running on on the platform. Therefore, users for IVR satisfaction has also decided to his enterprise service satisfaction. This paper, starting with the user behaviour IVR design for two evaluation of users' satisfaction analysis model, and implements a analysis of users' satisfaction system. Using the system, collecting certain telecommunication operating companies in the basic data, thus the enterprise IVR service quality estimates, and the corresponding improvements.This thesis combines satisfaction theory and call center system structure, for satisfaction analysis system was established and the historical analysis of two real time observation and established the basic model of two models, the basic property and research methods. Real-time model using "least-square method" for linear equations of fitting, according to the call center platform "normal operation", "run abnormal", "business summit" three scene, to establish a "input/output" type of multivariate once equation model. This model can be used for real-time monitoring of call center at some point on the real operation. Historical model using "fuzzy evaluation classification method" assessment users in a period of time to enterprise's satisfaction, especially for those business changes with time frequent enterprise, it can objectively reflect the true feelings.With the above model as the core, set up a set of analysis of users' satisfaction system platform, the platform extraction users in the specific behavior information platform IVR as raw data, the original data as two analysis model of input conditions. After real-time model calculation, get three evaluation value, the value of customer satisfaction and results reflected the relationship between user behavior. Through history of model calculation, obtaining a scoring values, the value of the results reflect when user behaviour changes with time, the comprehensive display of users' satisfaction.This system can reflect on one hand the satisfaction of users enterprise service, on the other hand, can explain the call center itself running status. Therefore this paper the research content of expanded enterprise obtains of users' satisfaction channel, also solve data quality partial subjective change issue for improving management, promote enterprise next marketing, improve service, to provide the scientific basis and space.