基于“大数据+人工智能”的电信运营商舆情管理研究

摘要：在大数据和人工智能时代，企业如何提升舆情监测、分析及响应的效能与精确度成为关键议题。该文以中国联通客服部互联网服务运营中心为例，探讨了其舆情管理实践及对企业声誉的维护，评估了人工智能的应用价值与潜在贡献，旨在为电信业的舆情管理提供理论与实践指导。

关键词：大数据；人工智能；电信运营商；舆情管理

doi：10.3969/J.ISSN.1672-7274.2024.10.066

中图分类号：TP 393               文献标志码：A            文章编码：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

据CNNIC发布的第53次《中国互联网发展状况统计报告》统计，我国网民规模达10.92亿人，互联网普及率达到77.5%。（剩余4546字）