基于“大數(shù)據(jù)+人工智能”的電信運(yùn)營商輿情管理研究

摘要：在大數(shù)據(jù)和人工智能時(shí)代，企業(yè)如何提升輿情監(jiān)測、分析及響應(yīng)的效能與精確度成為關(guān)鍵議題。該文以中國聯(lián)通客服部互聯(lián)網(wǎng)服務(wù)運(yùn)營中心為例，探討了其輿情管理實(shí)踐及對(duì)企業(yè)聲譽(yù)的維護(hù)，評(píng)估了人工智能的應(yīng)用價(jià)值與潛在貢獻(xiàn)，旨在為電信業(yè)的輿情管理提供理論與實(shí)踐指導(dǎo)。

關(guān)鍵詞：大數(shù)據(jù)；人工智能；電信運(yùn)營商；輿情管理

doi：10.3969/J.ISSN.1672-7274.2024.10.066

中圖分類號(hào)：TP 393               文獻(xiàn)標(biāo)志碼：A            文章編碼：1672-7274（2024）10-0-03

Research on Public Opinion Management of Telecom Operators Based on "Big Data + Artificial Intelligence"

Abstract： In the era of big data and artificial intelligence， how enterprises can enhance the efficiency and accuracy of public opinion monitoring， analysis， and response has become a key issue. Taking the Internet Service Operation Center of the Customer Service Department of China Unicom as an example， this study explores its practices in public opinion management and the maintenance of corporate reputation， and evaluates the application value and potential contributions of artificial intelligence. The aim is to provide theoretical and practical guidance for public opinion management in the telecommunications industry.

Keywords： big data; artificial intelligence; telecom operators; public opinion management

0   引言

據(jù)CNNIC發(fā)布的第53次《中國互聯(lián)網(wǎng)發(fā)展?fàn)顩r統(tǒng)計(jì)報(bào)告》統(tǒng)計(jì)，我國網(wǎng)民規(guī)模達(dá)10.92億人，互聯(lián)網(wǎng)普及率達(dá)到77.5%。（剩余4546字）