CN114416933A - Complaint processing method and device, electronic equipment and storage medium - Google Patents
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Abstract
The invention provides a complaint processing method, a complaint processing device, electronic equipment and a storage medium, wherein the complaint processing method is applied to a service end of customer service and comprises the following steps: receiving number information and complaint problems of complaint users, inputting the number information of the complaint users into a preset complaint intelligent diagnosis system to obtain target splicing results corresponding to the number information of the complaint users, and determining the complaint results corresponding to the complaint problems according to the target splicing results, wherein the target splicing results are obtained by splicing a plurality of diagnosis and analysis results. The complaint processing method provided by the invention can process the complaint problem at the customer service line, reduce unnecessary complaint build orders, improve the working efficiency of customer service personnel, enable a user to be answered quickly and efficiently, and improve the user experience.
Description
Technical Field
The present invention relates to the field of intelligent processing technologies, and in particular, to a complaint processing method and apparatus, an electronic device, and a storage medium.
Background
With the continuous development of intelligent processing technology, it is very important to increase the processing speed of customer service personnel on the problem of customer complaints.
Currently, in 3GPP (3rd Generation Partnership Project) protocol, a 5G (5-Generation mobile communication technology) network is defined. With the rapid development of 5G networks and smart phones, complaint types of users are more and more, and how to realize accurate positioning of complaint problems in the 5G network environment is of great importance. In the prior art, most of the complaint work orders are established based on a complaint work order, complaint problems of complaint users are solved according to complaint work order information established by a server, so that the working efficiency of customer service staff is low, and complaint results corresponding to the complaint problems are difficult to find in performance indexes along with the continuous increase of user service data, so that the user experience is poor.
Disclosure of Invention
The invention provides a complaint processing method, a complaint processing device, electronic equipment and a storage medium, which are used for solving the technical problems of lower working efficiency of customer service staff and poorer user experience caused by processing the complaint problem of a customer based on an established complaint work order in the prior art.
In a first aspect, the present invention provides a complaint handling method, applied to a service end of a customer service, including:
receiving number information and complaint problems of complaint users;
inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user;
determining a complaint result corresponding to the complaint problem according to the target splicing result;
and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
Further, according to the complaint processing method provided by the present invention, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
matching according to the number information of the complaint user and a type distribution code in a pre-constructed 5G network terminal supporting library, and returning a diagnosis and analysis result of the 5G network supported by the terminal of the complaint user under the condition that the number information of the complaint user and the type distribution code in the 5G network terminal supporting library have a corresponding relation;
or the like, or, alternatively,
and under the condition that the number information of the complaint user does not have a corresponding relation with the type distribution code in the 5G network terminal library, returning the diagnosis and analysis result that the terminal of the complaint user does not support the 5G network.
Further, according to the complaint processing method provided by the present invention, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
matching the number information of the complaint user with a pre-acquired 5G switch opening label, and returning a diagnosis and analysis result that the 5G switch of the terminal of the complaint user is opened under the condition that the number of the complaint user accords with the pre-acquired information in the 5G switch opening label;
or the like, or, alternatively,
and under the condition that the number of the complaint user does not accord with the information in the pre-acquired 5G switch opening label, returning a diagnosis and analysis result that the 5G switch of the terminal of the complaint user is not opened.
Further, according to the complaint processing method provided by the present invention, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
confirming 5G package information transacted by the complaint user according to the number information of the complaint user; wherein the 5G package information at least comprises: network side package rate and network side package flow consumption value;
determining the actual speed and the actual flow consumption value of the complaint user, and returning a diagnosis and analysis result of the abnormal speed of the complaint user under the condition that the actual speed of the complaint user is lower than the package speed of the network side;
or the like, or, alternatively,
and returning a diagnosis and analysis result that the speed of the complaint user is normal under the condition that the actual speed of the complaint user is greater than or equal to the package speed of the network side.
Further, according to the complaint processing method provided by the present invention, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user further includes:
under the condition that the actual flow consumption value of the complaint user is larger than or smaller than the network side package flow consumption value, returning a diagnosis and analysis result of package consumption abnormity of the complaint user;
or the like, or, alternatively,
and returning a diagnosis and analysis result that the package consumption of the complaint user is normal under the condition that the actual flow consumption value of the complaint user is equal to the network side package flow consumption value.
Further, according to the complaint processing method provided by the present invention, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
determining a plurality of key index values of the target service data of the complaint user according to the number information of the complaint user;
comparing a plurality of key index values of the target service data of the complaint user with a plurality of preset index quality thresholds, and returning a diagnosis and analysis result of the service use perception difference of the complaint user under the condition that the first key index value of the target service data of the complaint user is smaller than the preset first index quality threshold; wherein the first key indicator value is any one of the plurality of key indicator values;
or the like, or, alternatively,
and under the condition that the plurality of key index values of the target service data of the complaint user are all larger than the preset plurality of index quality thresholds, returning the diagnosis and analysis result that the service use perception of the complaint user is normal.
Further, according to the complaint handling method provided by the present invention, the complaint intelligent diagnosis system includes diagnosis in the aspect of a bearer network, and the diagnosis in the aspect of the bearer network is divided into a cell level and a network element level, wherein,
correspondingly, the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
determining a plurality of index values of a target cell of the complaint user according to the number information and the signaling data of the complaint user;
comparing a plurality of index values of the target cell where the complaint user is located with a plurality of preset index thresholds, and returning a diagnosis and analysis result of poor quality of the bearing network of the target cell where the complaint user is located under the condition that any one index value of the target cell where the complaint user is located is lower than the preset index threshold;
or the like, or, alternatively,
under the condition that the index values of the target cell where the complaint user is located are all larger than the preset index thresholds, returning the normal diagnosis and analysis result of the bearing network of the target cell where the complaint user is located;
correspondingly, the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user further includes:
determining a plurality of index values of the network element data of the complaint user according to the number information and the signaling data of the complaint user;
comparing the plurality of index values of the network element data of the complaint user with a plurality of preset index thresholds of the network element data, and returning a diagnosis and analysis result of poor quality of a bearing network of the complaint user under the condition that any one index value in the network element data of the complaint user is lower than the preset index threshold of the network element data;
or the like, or, alternatively,
and under the condition that the index values in the network element data of the complaint user are all larger than the preset index thresholds of the network element data, returning the normal diagnosis and analysis result of the bearing network of the complaint user.
In a second aspect, the present invention further provides a complaint processing apparatus, applied to a service end of a customer service, including:
the receiving module is used for receiving the number information of the complaint user and the complaint problem;
the input module is used for inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user;
the determining module is used for determining a complaint result corresponding to the complaint problem according to the target splicing result;
and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
In a third aspect, the present invention further provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of the complaint handling method according to any one of the above-mentioned methods.
In a fourth aspect, the invention also provides a non-transitory computer-readable storage medium having stored thereon a computer program which, when executed by a processor, carries out the steps of the complaint handling method as described in any one of the above.
In a fifth aspect, the present invention also provides a computer program product comprising computer executable instructions for implementing the steps of the complaint handling method as described in any one of the above when executed.
The method is applied to a service end of customer service, receives number information and complaint problems of complaint users, inputs the number information of the complaint users into a preset complaint intelligent diagnosis system to obtain target splicing results corresponding to the number information of the complaint users, and determines the complaint results corresponding to the complaint problems according to the target splicing results, wherein the target splicing results are obtained by splicing a plurality of diagnosis and analysis results. The complaint processing method provided by the invention can process the complaint problem at the customer service line, reduce unnecessary complaint build orders, improve the working efficiency of customer service personnel, enable a user to be answered quickly and efficiently, and improve the user experience.
Drawings
In order to more clearly illustrate the technical solutions of the present invention or the prior art, the drawings needed for the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and those skilled in the art can also obtain other drawings according to the drawings without creative efforts.
FIG. 1 is a schematic flow diagram of a complaint handling method provided by the present invention;
FIG. 2 is a schematic structural diagram of a complaint handling device provided by the present invention;
fig. 3 is a schematic structural diagram of an electronic device provided in the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is obvious that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Fig. 1 is a schematic flow diagram of a complaint handling method provided by the present invention, and as shown in fig. 1, the complaint handling method provided by the present invention is applied to a service end of a customer service, and specifically includes the following steps:
step 101: and receiving the number information of the complaint user and the complaint problem.
In this embodiment, after connecting the hotline of the complaint user, the customer service staff at the service end receives the number information of the complaint user and the complaint question that the user wants to complain, wherein the mobile terminal used by the complaint user may be a device of various terminal models, which is not specifically limited herein.
The complaint question may be a type of question such as "what the mobile phone cannot access the internet", "how the mobile phone is in the XX cell is so bad", and may be specifically set according to the actual needs of the complaint user, and is not specifically limited herein.
Step 102: and inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user.
In this embodiment, after receiving the relevant information of the complaint user, the service end needs to invoke the complaint intelligent diagnosis system, and input the received telephone number information of the user into the complaint intelligent diagnosis system, so as to obtain the target splicing result corresponding to the number information.
The method provided by the invention is implemented at the server, and the customer service staff invokes the intelligent diagnosis system for the complaint according to the received information of the complaint user. In the intelligent complaint diagnosis system, diagnosis and analysis can be performed from five aspects according to number information of a user, for example, whether a terminal of the user supports a 5G network or not, whether a 5G switch is turned on or not, whether a service condition of a 5G package, a service use perception condition and whether a carrier network are normal or not are judged, from the five aspects, 5 different diagnosis and analysis modules are respectively used, corresponding diagnosis and analysis results can be determined from the 5 diagnosis and analysis modules, and then the obtained diagnosis and analysis results are spliced to obtain a target splicing result corresponding to the number information of the complaint user so as to be checked by customer service staff. The specific diagnostic assay in five aspects is shown in the following examples, which are not intended to be limiting.
Step 103: determining a complaint result corresponding to the complaint problem according to the target splicing result; and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
In this embodiment, a complaint result corresponding to a complaint problem proposed by a complaint user is determined according to a target stitching result obtained from a complaint intelligent diagnosis system, where the target stitching result includes a plurality of diagnosis and analysis results, and a customer service worker can determine a corresponding diagnosis and analysis result from the target stitching result according to the complaint problem, and if the user complains that "the mobile phone cannot use the 5G network", the customer service worker determines that the 5G switch of the user terminal has not been turned on from the target stitching result, the customer service worker can quickly and specifically answer the complaint problem of the user.
It should be noted that, in this embodiment, the target stitching result is obtained by stitching a plurality of diagnostic analysis results, and the target stitching result includes a diagnostic analysis result corresponding to the complaint issue, in other embodiments, if the customer service staff cannot directly obtain the complaint result corresponding to the complaint issue according to the target stitching result, the complaint issue is subjected to a work order building operation, and the target stitching result is also recorded in a case in the built complaint work order, so as to provide data support for subsequent analysis according to the complaint work order data.
The method is applied to a service end of customer service, firstly, number information and complaint problems of complaint users are received, then the number information of the complaint users is input into a preset complaint intelligent diagnosis system, target splicing results corresponding to the number information of the complaint users are obtained, complaint results corresponding to the complaint problems are determined according to the target splicing results, and the target splicing results are obtained by splicing a plurality of diagnosis and analysis results. The complaint processing method provided by the invention can process the complaint problem at the customer service line, reduce unnecessary complaint build orders, improve the working efficiency of customer service personnel, enable a user to be answered quickly and efficiently, and improve the user experience.
Based on any one of the above embodiments, in this embodiment, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
matching according to the number information of the complaint user and a type distribution code in a pre-constructed 5G network terminal supporting library, and returning a diagnosis and analysis result of the 5G network supported by the terminal of the complaint user under the condition that the number information of the complaint user and the type distribution code in the 5G network terminal supporting library have a corresponding relation;
or the like, or, alternatively,
and under the condition that the number information of the complaint user does not have a corresponding relation with the type distribution code in the 5G network terminal library, returning the diagnosis and analysis result that the terminal of the complaint user does not support the 5G network.
In this embodiment, a terminal library supporting a 5G network needs to be constructed in advance, where the terminal library includes TAC information (Type Allocation Code), and mainly includes information such as a TAC, a terminal brand, and a terminal model provided by a terminal manufacturer. The TAC is a first part of an IMEI (International Mobile Equipment Identity, also called International Mobile Equipment Identity), is composed of 8 digits, and is a code for distinguishing a brand and a model of a Mobile phone, and is 86561103, for example, the TAC is. There are many terminal brands, such as Hua X, apple X, etc. In this embodiment, whether the number information of the complaint user corresponds to the type allocation code in the terminal library supporting the 5G network is determined to return a corresponding diagnosis analysis result, it should be noted that the mobile phone number corresponds to the TAC, and after the mobile phone number of the complaint user is obtained, the obtained mobile phone number and the TAC information are subjected to matching and corresponding processing, so that whether the terminal of the complaint user supports the 5G network can be determined.
In this embodiment, when it is determined that the number information of the complaint user has a corresponding relationship with the type allocation code in the terminal library of the support 5G network, a diagnosis analysis result of the 5G network supported by the terminal of the complaint user is returned; and when the number information of the complaint user is determined not to have the corresponding relation with the type distribution code in the 5G network terminal library, returning a diagnosis and analysis result that the terminal of the complaint user does not support the 5G network, and using the obtained diagnosis and analysis result as a part of the target splicing result for subsequent splicing treatment.
It should be noted that, in this embodiment, the data source in the 5G-capable network terminal library is divided into three parts, the first part is terminal brand and terminal model information provided by a terminal manufacturer, the second part is mobile phone terminal information for generating 5G signaling data, and the third part is mobile phone terminal information acquired by a network crawler, and the data information of the three parts is subjected to de-aggregation processing to obtain complete TAC information in the 5G-capable network terminal library. After the 5G network terminal library is constructed, the data in the 5G network terminal library is required to be updated in real time, so that the real-time requirement is met.
According to the complaint processing method provided by the embodiment of the invention, the obtained number information of the complaint user is matched with the type matching information in the 5G network supporting terminal library, the diagnosis and analysis result of the 5G network supported by the terminal of the complaint user is returned under the condition that the number information of the complaint user has the corresponding relation, the diagnosis and analysis result of the 5G network not supported by the terminal of the complaint user is returned under the condition that the number information of the complaint user does not have the corresponding relation, the obtained diagnosis and analysis result is used in the subsequent splicing processing to obtain the target splicing result, and the working efficiency of customer service staff is indirectly improved.
Based on any one of the above embodiments, in this embodiment, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
matching the number information of the complaint user with a pre-acquired 5G switch opening label, and returning a diagnosis and analysis result that the 5G switch of the terminal of the complaint user is opened under the condition that the number of the complaint user accords with the pre-acquired information in the 5G switch opening label;
or the like, or, alternatively,
and under the condition that the number of the complaint user does not accord with the information in the pre-acquired 5G switch opening label, returning a diagnosis and analysis result that the 5G switch of the terminal of the complaint user is not opened.
In this embodiment, it is necessary to determine, in advance, whether the 5G switch of each user is in an on state or an off state based on a certain determination rule according to DPI signaling data reported by each user in real time, and obtain a 5G switch on tag according to the determined information, where the tag includes mobile phone number information of each user and related information of whether the 5G switch is on, and is used to diagnose number information of the user in time when the user complains. The certain determination rule may be that the current flow type includes TAU, DCNR is 1, and the state is that the 5G switch is turned on, and the specific determination rule may be set according to actual needs, which is not limited specifically herein.
In this embodiment, when the number of the complaint user conforms to the information in the pre-acquired 5G switch-on tag, the diagnostic analysis result that the 5G switch of the terminal of the complaint user is turned on is returned; and when the number of the complaint user does not accord with the information in the 5G switch opening label acquired in advance, returning a diagnosis analysis result that the 5G switch of the terminal of the complaint user is not opened. If the number information of the user 1 is 1233456XXXX when the user 1 complains, when the number is matched with the information in the 5G switch opening tag acquired in advance, it is determined that the number information exists in the 5G switch opening tag, and the mobile phone terminal of the user 1 has opened the 5G service, so that the 5G switch opening diagnosis module returns the diagnosis analysis result that the 5G switch of the terminal of the complaining user 1 has been opened.
It should be noted that the predefined 5G switch on label is determined according to the NR reported by each user on the N1N2 interface and the MME interface signaling, and then according to the flow type, whether the 5G switch is on or does not start to acquire the information, and the information in the 5G switch on label needs to be updated in real time according to the signaling data.
According to the complaint processing method provided by the invention, the obtained number information of the complaint user and the information in the 5G switch opening label are matched and confirmed, and the diagnosis analysis result that the 5G switch of the terminal of the complaint user is opened is returned under the condition that the number of the complaint user accords with the information in the 5G switch opening label obtained in advance, and the diagnosis analysis result that the 5G switch of the terminal of the complaint user is not opened is returned under the condition that the number of the complaint user does not accord with the information in the 5G switch opening label obtained in advance. The diagnosis and analysis result of whether the 5G switch of the complaint user is turned on can be timely confirmed for the reference of customer service personnel, and the working efficiency of the customer service personnel is improved.
Based on any one of the above embodiments, in this embodiment, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
confirming 5G package information transacted by the complaint user according to the number information of the complaint user; wherein the 5G package information at least comprises: network side package rate and network side package flow consumption value;
determining the actual speed and the actual flow consumption value of the complaint user, and returning a diagnosis and analysis result of the abnormal speed of the complaint user under the condition that the actual speed of the complaint user is lower than the package speed of the network side;
or the like, or, alternatively,
and returning a diagnosis and analysis result that the speed of the complaint user is normal under the condition that the actual speed of the complaint user is greater than or equal to the package speed of the network side.
In this embodiment, a service provisioning process based on a PBOSS (Product Business Support Systems) system is used to obtain a 5G package status handled by a complaint user, including obtaining information such as a network-side package rate (maximum signed uplink rate, maximum signed downlink rate) of the user, and a 5G network-side package traffic consumption. In addition, in this embodiment, the actual rate and the actual flow consumption value of the complaint user are counted based on the signaling data of the user, and a diagnostic analysis result that the rate of the complaint user is abnormal is returned when the actual rate of the complaint user is lower than the network-side package rate, or a diagnostic analysis result that the rate of the complaint user is normal is returned when the actual rate of the complaint user is greater than or equal to the network-side package rate.
For example, assuming that the network-side package rate is 200Mb/s, when the current rate of the complaint user is 185Mb/s according to the signaling data of the complaint user, it can be seen that the actual rate of the complaint user is lower than the network-side package rate, the 5G package diagnosis module returns a diagnosis and analysis result that the rate of the complaint user is abnormal, and if the current rate of the complaint user is 385Mb/s, the diagnosis and analysis result that the rate of the complaint user is normal.
According to the complaint processing method provided by the invention, the handled 5G package information is determined according to the number information of the complaint user, the obtained actual speed information is compared with the network side package speed, and a diagnosis and analysis result of whether the speed of the complaint user is normal or not is determined for reference of customer service staff, so that the working efficiency of the customer service staff is improved.
Based on any one of the foregoing embodiments, in this embodiment, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user further includes:
under the condition that the actual flow consumption value of the complaint user is larger than or smaller than the network side package flow consumption value, returning a diagnosis and analysis result of package consumption abnormity of the complaint user;
or the like, or, alternatively,
and returning a diagnosis and analysis result that the package consumption of the complaint user is normal under the condition that the actual flow consumption value of the complaint user is equal to the network side package flow consumption value.
In this embodiment, a diagnostic analysis result of whether package flow consumption is normal or not may be determined according to a magnitude relationship between an actual flow consumption value of a complaint user and a network-side package flow consumption value, and when the actual flow consumption value of the complaint user is greater than or less than the network-side package flow consumption value, a diagnostic analysis result of package consumption abnormality of the complaint user is returned, or when the actual flow consumption value of the complaint user is equal to the network-side package flow consumption value, a diagnostic analysis result of package consumption normal of the complaint user is returned.
For example, assuming that the network-side package flow consumption value is 50G, when the current actual flow consumption value of the complaint user is 30G according to the signaling data of the complaint user, it can be seen that the actual flow consumption value of the complaint user is lower than the network-side package flow consumption value, the 5G package diagnosis module returns a diagnosis analysis result that the package consumption of the complaint user is abnormal, and if the current actual flow consumption value of the complaint user is 50G, the diagnosis analysis result that the package flow consumption of the complaint user is normal.
According to the complaint processing method provided by the invention, the handled 5G package information is determined according to the number information of the complaint user, the obtained actual flow consumption value is compared with the network side package flow consumption value, and a diagnosis analysis result of whether the package flow consumption of the complaint user is normal or not is determined for reference of customer service personnel, so that the working efficiency of the customer service personnel is improved.
Based on any one of the above embodiments, in this embodiment, the inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user includes:
determining a plurality of key index values of the target service data of the complaint user according to the number information of the complaint user;
comparing a plurality of key index values of the target service data of the complaint user with a plurality of preset index quality thresholds, and returning a diagnosis and analysis result of the service use perception difference of the complaint user under the condition that the first key index value of the target service data of the complaint user is smaller than the preset first index quality threshold; wherein the first key indicator value is any one of the plurality of key indicator values;
or the like, or, alternatively,
and under the condition that the plurality of key index values of the target service data of the complaint user are all larger than the preset plurality of index quality thresholds, returning the diagnosis and analysis result that the service use perception of the complaint user is normal.
In this embodiment, a plurality of key index values of the target service data of the user need to be determined according to the number information of the complaint user, where the target service data of the complaint user is determined by using 5G signaling data of the complaint user, for example, the complaint user views an XX video, and the service of the complaint user is determined as a video by using the signaling data of the complaint user. It should be noted that the plurality of key index values of the target service data include three key index values, namely, an uplink RTT (Round-Trip Time), a corresponding Time for establishing a connection by TCP, and a downlink server packet loss rate, where the first key index value is any one of the plurality of key index values, and when any one of the three key index values is smaller than a preset index quality threshold, the service usage diagnosis module returns a diagnosis analysis result of poor service usage perception of the complaint user.
It should be noted that, when the plurality of key index values are all greater than the preset plurality of index quality thresholds, the service usage diagnosis module returns a diagnosis analysis result that the service usage perception of the complaint user is normal, wherein the size of each index quality threshold may be set according to the actual needs of the user, and is not specifically limited herein.
According to the complaint processing method provided by the invention, a plurality of key index values of target service data of a complaint user are determined according to the number information of the complaint user, the obtained key index values are compared with a plurality of preset index quality thresholds, when any one key index value is smaller than the preset index quality threshold, a diagnosis and analysis result with poor service use perception of the complaint user is returned, and only when all the key index values are larger than the plurality of preset index quality thresholds, a diagnosis and analysis result with normal service use perception of the complaint user is returned, so that the diagnosis and analysis result is provided for customer service staff to refer, and the working efficiency of the customer service staff is improved.
Based on any of the above embodiments, in this embodiment, the complaint intelligent diagnosis system includes a bearer network diagnosis, and the bearer network diagnosis is divided into a cell level and a network element level, wherein,
correspondingly, the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
determining a plurality of index values of a target cell of the complaint user according to the number information and the signaling data of the complaint user;
comparing a plurality of index values of the target cell where the complaint user is located with a plurality of preset index thresholds, and returning a diagnosis and analysis result of poor quality of the bearing network of the target cell where the complaint user is located under the condition that any one index value of the target cell where the complaint user is located is lower than the preset index threshold;
or the like, or, alternatively,
under the condition that the index values of the target cell where the complaint user is located are all larger than the preset index thresholds, returning the normal diagnosis and analysis result of the bearing network of the target cell where the complaint user is located;
correspondingly, the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user further includes:
determining a plurality of index values of the network element data of the complaint user according to the number information and the signaling data of the complaint user;
comparing the plurality of index values of the network element data of the complaint user with a plurality of preset index thresholds of the network element data, and returning a diagnosis and analysis result of poor quality of a bearing network of the complaint user under the condition that any one index value in the network element data of the complaint user is lower than the preset index threshold of the network element data;
or the like, or, alternatively,
and under the condition that the index values in the network element data of the complaint user are all larger than the preset index thresholds of the network element data, returning the normal diagnosis and analysis result of the bearing network of the complaint user.
In this embodiment, the bearer network diagnosis is performed on two levels, a cell level and a network element level, and on the cell level, a target cell includes a trajectory cell and a residential cell of a complaint user, trajectory cell information and residential cell information of the complaint user are obtained through 5G signaling data, and a plurality of index values of the target cell are obtained, and are compared with a preset index threshold, and when any one index value of the target cell where the complaint user is located is lower than the preset index threshold, a diagnostic analysis result that the bearer network quality of the target cell where the complaint user is located is poor is returned, it should be noted that the plurality of index values include, but are not limited to, the following: the method comprises the steps of receiving rate, dropping rate, PRB average utilization rate, co-channel interference and HTTP downloading rate, wherein the index values are collectively called Key Performance Indicators (KPIs), and if one of the index values is smaller than a preset index threshold value, a diagnosis and analysis result of poor bearing network quality of a target cell of a complaint user is returned.
In this embodiment, on a cell level, only when a plurality of index values of a target cell in which a complaint user is located are all greater than a preset index threshold, a normal diagnosis and analysis result of a bearer network of the target cell in which the complaint user is located is returned. Note that the plurality of index values of the target cell are derived from 5G signaling data and device-related information.
In this embodiment, the bearer network diagnosis performs diagnosis and analysis from two levels, and when performing diagnosis and analysis from the network element level, the diagnosis and analysis is performed according to a plurality of index values of the network element data of the complaint user and an index threshold of the network element data. The network element is composed of one or more machine disks or machine frames, and can independently complete a certain transmission Function, such as an AMF (Action Message Format), an SMF (Session Management Function), an UPF (User Port Function), and the like.
It should be noted that, in the network element layer, the plurality of index values of the network element data may be authentication reject times, PDU session establishment failure times, PFCP session establishment success rate, and TCP retransmission times, but are not limited to the above index values, and in other embodiments, other index values may also be included.
In this embodiment, when any index value in the network element data of the complaint user is lower than a preset network element data index threshold, a diagnosis and analysis result of poor quality of the bearer network of the complaint user is returned; and when the index values in the network element data of the complaint user are all larger than the preset network element data index threshold value, returning the normal diagnosis and analysis result of the bearing network of the complaint user.
According to the complaint processing method provided by the invention, the analysis result of the bearing network diagnosis can be returned to the server, and the analysis result is referred by customer service personnel, so that the working efficiency of the customer service personnel is improved.
Based on any of the above embodiments, the complaint processing method provided in the embodiments of the present invention can be used in a customer service front line customer complaint, before a customer complaint, or after a customer complaint, wherein before a customer complaint, according to the method provided by the present invention and a corresponding intelligent diagnosis system for complaint, a target splicing result of the system can be used as a potential complaint point where a 5G network cannot be used or has poor use perception quality, and 5G use guidance is advanced to avoid the 5G complaint; when the intelligent diagnosis system is used in customer complaints, the intelligent diagnosis system is applied to a service end of customer service, so that customer service personnel can be helped to realize accurate response, complaint build orders are avoided, the working efficiency of the customer service personnel is improved, and the user experience is improved; after a customer complaint: when the complaint work order is processed, the target splicing result of the system is used as the complaint processing suggestion to carry out work order circulation.
Fig. 2 is a complaint processing apparatus applied to a service end of a customer service, including:
a receiving module 201, configured to receive number information of a complaint user and a complaint question;
the input module 202 is configured to input the number information of the complaint user into a preset complaint intelligent diagnosis system, so as to obtain a target splicing result corresponding to the number information of the complaint user;
a determining module 203, configured to determine, according to the target stitching result, a complaint result corresponding to the complaint problem;
and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
The device is applied to a service end of customer service, receives number information and complaint problems of complaint users, inputs the number information of the complaint users into a preset complaint intelligent diagnosis system to obtain target splicing results corresponding to the number information of the complaint users, and determines the complaint results corresponding to the complaint problems according to the target splicing results, wherein the target splicing results are obtained by splicing a plurality of diagnosis and analysis results. The complaint processing method provided by the invention can process the complaint problem at the customer service line, reduce unnecessary complaint build orders, improve the working efficiency of customer service personnel, enable users to obtain quick and efficient response and improve the user experience.
Since the principle of the apparatus according to the embodiment of the present invention is the same as that of the method according to the above embodiment, further details are not described herein for further explanation.
Fig. 3 illustrates a physical structure diagram of an electronic device, which may include, as shown in fig. 3: a processor (processor)301, a communication Interface (communication Interface)302, a memory (memory)303 and a communication bus 304, wherein the processor 301, the communication Interface 302 and the memory 303 complete communication with each other through the communication bus 304. Processor 301 may invoke logic instructions in memory 303 to perform a complaint handling method that is applicable to a service of a customer service, comprising: receiving number information and complaint problems of complaint users; inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user; determining a complaint result corresponding to the complaint problem according to the target splicing result; and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
In addition, the logic instructions in the memory 303 may be implemented in the form of software functional units and stored in a computer readable storage medium when the logic instructions are sold or used as independent products. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
In another aspect, the present invention also provides a computer program product, which includes a computer program stored on a non-transitory computer-readable storage medium, the computer program including program instructions, when the program instructions are executed by a computer, the computer can execute the complaint handling method provided by the above methods, and the method is applied to a service end of a customer service, and includes: receiving number information and complaint problems of complaint users; inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user; determining a complaint result corresponding to the complaint problem according to the target splicing result; and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
In yet another aspect, the present invention further provides a non-transitory computer-readable storage medium, on which a computer program is stored, the computer program being implemented by a processor to execute the complaint processing methods provided by the foregoing methods, the methods being applied to a service end of a customer service, and the method including: receiving number information and complaint problems of complaint users; inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user; determining a complaint result corresponding to the complaint problem according to the target splicing result; and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A complaint processing method is characterized in that the complaint processing method is applied to a service end of customer service and comprises the following steps:
receiving number information and complaint problems of complaint users;
inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user;
determining a complaint result corresponding to the complaint problem according to the target splicing result;
and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
2. The complaint handling method according to claim 1, wherein the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
matching according to the number information of the complaint user and a type distribution code in a pre-constructed 5G network terminal supporting library, and returning a diagnosis and analysis result of the 5G network supported by the terminal of the complaint user under the condition that the number information of the complaint user and the type distribution code in the 5G network terminal supporting library have a corresponding relation;
or the like, or, alternatively,
and under the condition that the number information of the complaint user does not have a corresponding relation with the type distribution code in the 5G network terminal library, returning the diagnosis and analysis result that the terminal of the complaint user does not support the 5G network.
3. The complaint handling method according to claim 1, wherein the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
matching the number information of the complaint user with a pre-acquired 5G switch opening label, and returning a diagnosis and analysis result that the 5G switch of the terminal of the complaint user is opened under the condition that the number of the complaint user accords with the pre-acquired information in the 5G switch opening label;
or the like, or, alternatively,
and under the condition that the number of the complaint user does not accord with the information in the pre-acquired 5G switch opening label, returning a diagnosis and analysis result that the 5G switch of the terminal of the complaint user is not opened.
4. The complaint handling method according to claim 1, wherein the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
confirming 5G package information transacted by the complaint user according to the number information of the complaint user; wherein the 5G package information at least comprises: network side package rate and network side package flow consumption value;
determining the actual speed and the actual flow consumption value of the complaint user, and returning a diagnosis and analysis result of the abnormal speed of the complaint user under the condition that the actual speed of the complaint user is lower than the package speed of the network side;
or the like, or, alternatively,
and returning a diagnosis and analysis result that the speed of the complaint user is normal under the condition that the actual speed of the complaint user is greater than or equal to the package speed of the network side.
5. The complaint handling method according to claim 4, wherein the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user further comprises the steps of:
under the condition that the actual flow consumption value of the complaint user is larger than or smaller than the network side package flow consumption value, returning a diagnosis and analysis result of package consumption abnormity of the complaint user;
or the like, or, alternatively,
and returning a diagnosis and analysis result that the package consumption of the complaint user is normal under the condition that the actual flow consumption value of the complaint user is equal to the network side package flow consumption value.
6. The complaint handling method according to claim 1, wherein the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
determining a plurality of key index values of the target service data of the complaint user according to the number information of the complaint user;
comparing a plurality of key index values of the target service data of the complaint user with a plurality of preset index quality thresholds, and returning a diagnosis and analysis result of the service use perception difference of the complaint user under the condition that the first key index value of the target service data of the complaint user is smaller than the preset first index quality threshold; wherein the first key indicator value is any one of the plurality of key indicator values;
or the like, or, alternatively,
and under the condition that the plurality of key index values of the target service data of the complaint user are all larger than the preset plurality of index quality thresholds, returning the diagnosis and analysis result that the service use perception of the complaint user is normal.
7. The complaint handling method of claim 1, wherein the complaint intelligent diagnosis system comprises diagnosis on a bearer network, and the diagnosis on the bearer network is divided into a cell level and a network element level, wherein,
correspondingly, the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user comprises:
determining a plurality of index values of a target cell of the complaint user according to the number information and the signaling data of the complaint user;
comparing a plurality of index values of the target cell where the complaint user is located with a plurality of preset index thresholds, and returning a diagnosis and analysis result of poor quality of the bearing network of the target cell where the complaint user is located under the condition that any one index value of the target cell where the complaint user is located is lower than the preset index threshold;
or the like, or, alternatively,
under the condition that the index values of the target cell where the complaint user is located are all larger than the preset index thresholds, returning the normal diagnosis and analysis result of the bearing network of the target cell where the complaint user is located;
correspondingly, the step of inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user further includes:
determining a plurality of index values of the network element data of the complaint user according to the number information and the signaling data of the complaint user;
comparing the plurality of index values of the network element data of the complaint user with a plurality of preset index thresholds of the network element data, and returning a diagnosis and analysis result of poor quality of a bearing network of the complaint user under the condition that any one index value in the network element data of the complaint user is lower than the preset index threshold of the network element data;
or the like, or, alternatively,
and under the condition that the index values in the network element data of the complaint user are all larger than the preset index thresholds of the network element data, returning the normal diagnosis and analysis result of the bearing network of the complaint user.
8. A complaint processing device, which is applied to a service side of a customer service, includes:
the receiving module is used for receiving the number information of the complaint user and the complaint problem;
the input module is used for inputting the number information of the complaint user into a preset complaint intelligent diagnosis system to obtain a target splicing result corresponding to the number information of the complaint user;
the determining module is used for determining a complaint result corresponding to the complaint problem according to the target splicing result;
and the target splicing result is obtained by splicing a plurality of diagnosis and analysis results.
9. An electronic device, comprising:
a processor, a memory, and a bus, wherein,
the processor and the memory are communicated with each other through the bus;
the memory stores program instructions executable by the processor, the processor invoking the program instructions to perform the steps of the complaint handling method of any of claims 1-7.
10. A non-transitory computer-readable storage medium storing computer instructions for causing a computer to perform the steps of the complaint handling method according to any one of claims 1-7.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN114710801A (en) * | 2022-05-10 | 2022-07-05 | 中国联合网络通信集团有限公司 | Processing method, device, storage medium and equipment for evaluation parameters of network performance |
| CN115914065A (en) * | 2022-12-06 | 2023-04-04 | 中国联合网络通信集团有限公司 | Terminal self-service diagnosis method, device, equipment and medium |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN114710801A (en) * | 2022-05-10 | 2022-07-05 | 中国联合网络通信集团有限公司 | Processing method, device, storage medium and equipment for evaluation parameters of network performance |
| CN114710801B (en) * | 2022-05-10 | 2024-04-30 | 中国联合网络通信集团有限公司 | Processing method and device of evaluation parameters of network performance, storage medium and equipment |
| CN115914065A (en) * | 2022-12-06 | 2023-04-04 | 中国联合网络通信集团有限公司 | Terminal self-service diagnosis method, device, equipment and medium |
| CN115914065B (en) * | 2022-12-06 | 2024-05-14 | 中国联合网络通信集团有限公司 | Terminal self-help diagnosis method, device, equipment and medium |
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