VOC 기반 연관규칙 마이닝을 이용한 통신선로설비의 장애 예측

Abstract

Customer complaints handling helps organizations to retain existing customers and attract new customers, as well. As Voice of the Customer (VOC) is one of the main sources of customer complaints, many organizations utilize VOC to enhance customer satisfaction. Effective management of VOC has been proved as one of the best ways to maintain organization's brand image and reputation. In spite of its importance, little has been reported on the utilization of VOC to detect faults in a telecommunication industry. In this paper, association rule mining based on VOC is used to identify root fault causes of a telecommunications network. To do that, VOC of a Communication Service Provider has been collected first. Then, association rule mining has also been conducted with various support and confidence levels. As a result, root fault causes of the telecommunications network can be identified. It is expected that this study can be used as a basis for decisions about customer satisfaction management such as preventive maintenances or reduction of the customer maintenance cost.