CN-121981732-A - Customer management method, device and equipment

CN121981732ACN 121981732 ACN121981732 ACN 121981732ACN-121981732-A

Abstract

The embodiment of the invention discloses a client management method, device and equipment, which comprise the steps of receiving a client management request for a target client, responding to the client management request, determining a candidate operation strategy corresponding to the target client based on client value contribution, client value change and service viscosity of the target client, selecting a target operation strategy corresponding to the target client from the candidate operation strategy by utilizing a pre-trained strategy determination model, wherein the strategy determination model is constructed based on a preset cloud drift algorithm, the cloud drift algorithm is used for searching a global optimal solution and a local optimal solution in a preset search space based on a preset fitness function by utilizing cloud particles related to the candidate operation strategy, determining the target operation strategy based on the global optimal solution and the local optimal solution, and carrying out client management on the target client based on the target operation strategy.

Inventors

Hao Shangben
LI ZEHENG

Assignees

中国移动通信集团浙江有限公司
中国移动通信集团有限公司
中国移动(浙江)创新研究院有限公司
浙江移动数智科技有限公司

Dates

Publication Date: 20260505
Application Date: 20251223

Claims (10)

1. A method of customer management, the method comprising: Receiving a client management request for a target client; In response to the customer management request, determining a candidate operational policy corresponding to the target customer based on the customer value contribution, the customer value change, and the traffic viscosity of the target customer; Selecting a target operation strategy corresponding to the target client from the candidate operation strategies by utilizing a pre-trained strategy determination model, wherein the strategy determination model is constructed based on a preset cloud drift algorithm, the cloud drift algorithm is used for searching a global optimal solution and a local optimal solution in a preset search space by utilizing cloud particles related to the candidate operation strategy based on a preset fitness function, and determining the target operation strategy based on the global optimal solution and the local optimal solution; and carrying out client management on the target client based on the target operation strategy.
2. The method of claim 1, wherein there are a plurality of the target operation policies, and wherein the client management of the target client based on the target operation policies comprises: Based on the service constraint conditions related to the target clients, performing service constraint verification on the target operation strategy to obtain a first verification result; performing value cost verification on the target operation strategy based on the expected value and the execution cost of the target operation strategy to obtain a second verification result; Predicting customer complaint risks and execution complexity of the target operation strategy to obtain a third verification result; And screening a first operation strategy from a plurality of target operation strategies based on one or more of the following verification results, and carrying out client management on the target clients based on the first operation strategy, wherein the first verification result, the second verification result and the third verification result.
3. The method of claim 1, wherein the determining a candidate operating policy corresponding to the target customer based on the customer value contribution, the customer value change, and the traffic viscosity of the target customer comprises: Determining a client lifecycle stage in which the target client is located based on the client value contribution, the client value change, and the business viscosity of the target client; and determining a candidate operation strategy corresponding to the target client based on the client life cycle stage of the target client.
4. The method of claim 3, wherein the determining a customer lifecycle stage in which the target customer is based on the customer value contribution, the customer value change, and the business viscosity of the target customer comprises: Acquiring the customer value contribution, the customer value change and the service viscosity of each first customer including the target customer; Clustering the first client based on the client value contribution, the client value change and the service viscosity of the first client by using a preset clustering algorithm to obtain a clustering result; optimizing the clustering result by using an agent based on a reinforcement learning algorithm to obtain an optimized clustering result; and determining the life cycle stage of each first client according to the optimized clustering result.
5. The method of claim 4, wherein the client management of the target client based on the target operational policy comprises: Acquiring a knowledge graph corresponding to the first customer, wherein the knowledge graph comprises entities corresponding to customers and/or businesses and association relations among the entities; Acquiring a second client with an association relationship with the target client, a first service with an association relationship with the target client, a second service with an association relationship with the second client, a third service with an association relationship with the first service, and user behaviors with an association relationship with the target client and the first service based on the knowledge graph; Determining a second operational policy corresponding to the target customer based on one or more of the second customer, the first service, the second service, the third service, the user behavior; and carrying out client management on the target client based on the second operation strategy and the target operation strategy.
6. A method according to claim 3, characterized in that the method further comprises: acquiring a management effect evaluation result of client management on the target client based on the target operation strategy; Determining a causal effect value of each strategy element of the target operation strategy on the basis of the strategy element of the target operation strategy, the client life cycle stage of the target client and the management effect evaluation result by utilizing a pre-trained causal inference model, wherein the causal inference model is constructed on the basis of a causal forest algorithm; and screening target strategy elements to be optimized from the strategy elements according to the causal effect value of each strategy element and the execution cost of each strategy element, and carrying out optimization processing on the target strategy elements.
7. A customer management device, the device comprising: The request receiving module is used for receiving a client management request aiming at a target client; A policy selection module, configured to determine, in response to the client management request, a candidate operation policy corresponding to the target client based on a client value contribution, a client value change, and a traffic viscosity of the target client; The system comprises a policy determining module, a target operation policy generation module and a target operation policy generation module, wherein the policy determining module is used for selecting a target operation policy corresponding to the target client from the candidate operation policies by utilizing a pre-trained policy determining model, the policy determining model is constructed based on a preset cloud drift algorithm, the cloud drift algorithm is used for searching a global optimal solution and a local optimal solution in a preset search space by utilizing cloud particles related to the candidate operation policy based on a preset fitness function, and the target operation policy is determined based on the global optimal solution and the local optimal solution; and the client management module is used for carrying out client management on the target client based on the target operation policy.
8. A customer management device comprising a processor, a memory and a computer program stored on the memory and executable on the processor, which when executed by the processor implements the steps of the customer management method according to any one of claims 1 to 6.
9. A computer readable storage medium, characterized in that the computer readable storage medium has stored thereon a computer program which, when executed by a processor, implements the steps of the customer management method according to any of claims 1 to 6.
10. A computer program product comprising a computer program which, when executed by a processor, implements the steps of the client management method of any one of claims 1 to 6.

Description

Customer management method, device and equipment Technical Field The present invention relates to the field of computer technologies, and in particular, to a method, an apparatus, and a device for client management. Background With the deep fusion of the new generation of information technology and the economy and society, the market competition is increasingly strong, the product difference is gradually reduced, and the concept of being centered on clients is increasingly prominent. How to perform targeted operation and maintenance on clients according to data becomes an important research content managed by operators. Generally, based on customer data, a corresponding operation policy is manually formulated, but with the rapid increase of the customer quantity, the efficiency and accuracy of manually formulating the operation policy are low, so that a technical scheme capable of timely and accurately specifying the operation policy for the customer to improve the operation effect is required. Disclosure of Invention The embodiment of the invention aims to provide a technical scheme which can timely and accurately assign an operation strategy to a client so as to improve an operation effect. In order to solve the technical problems, the embodiment of the invention is realized as follows: According to the client management method, a client management request for a target client is received, a candidate operation strategy corresponding to the target client is determined based on client value contribution, client value change and service viscosity of the target client in response to the client management request, a target operation strategy corresponding to the target client is selected from the candidate operation strategies by means of a pre-trained strategy determination model, the strategy determination model is constructed based on a preset cloud drift algorithm, the cloud drift algorithm is used for searching a global optimal solution and a local optimal solution in a preset search space based on a preset fitness function by means of cloud particles related to the candidate operation strategy, the target operation strategy is determined based on the global optimal solution and the local optimal solution, and client management is performed on the target client based on the target operation strategy. In a second aspect, an embodiment of the present invention provides a client management apparatus, which includes a request receiving module configured to receive a client management request for a target client, a policy selecting module configured to determine, in response to the client management request, a candidate operation policy corresponding to the target client based on a client value contribution, a client value change, and a service viscosity of the target client, a policy determining module configured to select, by using a pre-trained policy determining model, a target operation policy corresponding to the target client from the candidate operation policies, where the policy determining model is constructed based on a pre-set cloud drift algorithm, and the cloud drift algorithm is configured to search, based on a pre-set fitness function, a global optimal solution and a local optimal solution in a pre-set search space, and determine, based on the global optimal solution and the local optimal solution, the target operation policy, and the client management module configured to manage the target client based on the target operation policy. In a third aspect, an embodiment of the present invention provides a client management apparatus, including a processor, a memory, and a computer program stored on the memory and executable on the processor, where the computer program when executed by the processor implements the steps of the client management method provided in the foregoing embodiment. In a fourth aspect, an embodiment of the present invention provides a computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements the steps of the customer management method provided by the above embodiment. In a fifth aspect, an embodiment of the present invention provides a computer program product comprising a computer program which, when executed by a processor, implements the steps of the customer management method provided by the above embodiment. Drawings In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments described in the present invention, and other drawings can be obtained according to the drawings without inventive effort for a person skilled in the art. FIG. 1 is a flow chart of a client management method according to the present invention; FIG. 2 is a flow chart of