Uma metodologia para avaliação da experiência do cliente através de plataformas de big data em uma unidade de resposta audível

Abstract

This work made use of data log collected from an Interactive Voice Response for customers service of a telecommunications company, to develop a Data Stream Processing System (DSPS) using technologies resilient, scalable and distributed for big data purpose. Based on the DSPS created was possible to purpose a new method to measure and evaluate customer experience using graph theory and machine learning for classification resulting in a better process for decision-makers of customer service. And beyond that, both, system and methodology can be used in other contexts of near of real-time data processing and customer experience respectively.