Abstract:With the wide application of new technologies, customers are demanding more and more mobile and fragmented services. How to evaluate service channel efficiency, analyze customer experience, predict channel business flow, explore customer channel migration rules, and carry out precise drainage for customers, so as to achieve precise matching between channel efficiency and customer experience. The customer service center combined with Shanxi Electric Power, using the time series algorithm to establish the prediction model and ARIMA model was used to forecast the payment volume. Firstly, the data are processed smoothly, then the parameters of the model are determined by ACF and PACF, and the prediction is carried out. The results show that the model has good effect and achieves the application level.