摘要：随着跨境电子商务的快速发展，在线客服服务成为了B2C跨境电子商务中不可或缺的一部分。如何评估在线客服服务量的好坏，对于提高客户满意度和促进销售增长具有重要意义。本文基于大数据技术，构建了B2C跨境电子商务在线客服服务量评估模型，并应用于实际案例中。通过对客户聊天记录的分析，提取出关键词和情感极性，计算出客户满意度和服务质量指数，从而评估在线客服服务量的好坏。实验结果表明，该模型能够有效地评估在线客服服务量，为B2C跨境电子商务提供了有力的支持。
关键词：大数据技术；B2C跨境电子商务；在线客服服务；评估模型
Abstract: With the rapid development of cross-border e-commerce, online customer service has become an indispensable part of B2C cross-border e-commerce. How to evaluate the quality of online customer service is of great significance for improving customer satisfaction and promoting sales growth. Based on big data technology, this paper constructs a B2C cross-border e-commerce online customer service volume evaluation model and applies it to practical cases. By analyzing customer chat records, extracting keywords and sentiment polarity, and calculating customer satisfaction and service quality index, the quality of online customer service is evaluated. The experimental results show that the model can effectively evaluate the quality of online customer service, providing strong support for B2C cross-border e-commerce.
Keywords: big data technology; B2C cross-border e-commerce; online customer service; evaluation model
基于大数据技术的B2C跨境电子商务在线客服服务量评估模型构建及应用
