CN101998472A - Complaint pre-treatment method as well as complaint treatment method, device and system - Google Patents
Complaint pre-treatment method as well as complaint treatment method, device and system Download PDFInfo
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- CN101998472A CN101998472A CN2009101696368A CN200910169636A CN101998472A CN 101998472 A CN101998472 A CN 101998472A CN 2009101696368 A CN2009101696368 A CN 2009101696368A CN 200910169636 A CN200910169636 A CN 200910169636A CN 101998472 A CN101998472 A CN 101998472A
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Abstract
The invention discloses a complaint pre-treatment method as well as a complaint treatment method, device and system. The complaint pre-treatment method comprises the following steps: acquiring data complained by various clients; extracting characteristics of complaint information corresponding to each type according to the complained data; scanning all the information of the clients according to the characteristics of the complaint information to get a predicted complaining client matched with the characteristics of the complaint information; and carrying out complaint pre-treatment on the predicted complaining client. By means of the invention, possibility of reducing complaints of the clients can be realized, the client service cost is lowered, and the defects of high complaint treating cost and great amount of complaints in the prior art are resolved.
Description
Technical field
The present invention relates to mobile communications industry performance analysis and complaint handling technology, particularly, relate to a kind of complaint preprocess method, complaint handling method, Apparatus and system.
Background technology
Along with the growth of client mobile communication number, customer complaint is also increasing.For improving customer satisfaction, need to reduce and avoid customer complaint on the one hand; When customer complaint, accelerate complaint handling speed on the other hand, reduce client's stand-by period.Simultaneously, reduce customer complaint amount or customer complaint processing time, also can reduce workload and corresponding cost of customer service.
The processing of customer complaint at present, generally be that the client dials customer service call, by the problem of contact staff according to client's description, open corresponding system and carry out query analysis, handle then, its basic procedure is " client dials the consumer complaints hotline-client describe complaint problem-contact staff problem of inquiring about-correction problem or explain to the client to the contact staff " this passive accepting complaints, flow process of linear process then.Existing complaint handling basic procedure can only be inquired about the customer complaint reason according to the content of customer complaint again after the client complains.Therefore cause complaint handling personnel client's in query script wait, can take customer service circuit and complaint handling personnel's operating time on the one hand, also can increase the discontented of client on the other hand.
The method of some complaint handlings is disclosed at present, as: application number is " complaining method, complaint handling method, terminal, complaint handling server and the system " of " 200810111167.X ", proposed a kind ofly rapidly and accurately the network class fault to be positioned, improved the method for complaint handling efficient.Application number is " a kind of mobile subscriber complains total system and method thereof " of " 200710306836.4 ", proposed a kind of original every professional complaint handling system to be integrated, the method for the unified user interface efficient to improve complaint handling is provided.Application number is that " 200810071342.7 " " use the customer complaining method of decision tree ", and this method is utilized decision tree that automation is carried out in customer complaint and accurately located, analyzes and handle.Though disclosed above-mentioned patent application has proposed some methods that improve the efficient of complaint handlings, but still do not change the linear flow process of " client dials the consumer complaints hotline-client describe complaint problem-contact staff problem of inquiring about-correction problem or explain " to the client to the contact staff.When contact staff's inquiry and handling problem, client waiting time has been wasted taking of customer service circuit undoubtedly, and increases the discontented of client.
In realizing process of the present invention, the inventor finds that there are the following problems at least in the prior art:
1. client's stand-by period and complaint handling overlong time, customer satisfaction is not high.
2. when waiting for Query Result, the client can take customer service circuit, the operating time that has increased the attendant and cost of customer service.
3. all be after complaint, just to handle at present, also do not avoid the preprocess method of customer complaint accordingly.
Summary of the invention
The objective of the invention is to propose a kind of complaint preprocess method, complaint handling method, Apparatus and system,, reduce cost of customer service to realize reducing the possibility of customer complaint.Another object of the present invention is to be implemented in to complain when taking place, and accelerates complaint handling speed, promotes user satisfaction.
For achieving the above object, according to an aspect of the present invention, provide a kind of complaint preprocess method.
Complaint preprocess method according to the embodiment of the invention comprises: obtain various types of customer complaint data; According to customer complaint data extract calling information feature; According to the calling information feature all customer informations are scanned, obtain to complain the client with the prediction of calling information characteristic matching; Complain the client to complain preliminary treatment to prediction.
Complaint handling method according to the embodiment of the invention comprises: the actual complaint that receives the client; Complain according to prediction, carry out the complaint handling of actual complaint automatically and prepare this client; And/or according to the calling information feature of complaining data extract reality is complained and to be carried out complaint handling.
For achieving the above object, according to another aspect of the present invention, provide a kind of complaint pretreatment unit.
Complaint pretreatment unit according to the embodiment of the invention comprises: analysis module is used for obtaining various types of customer complaint data of having complained from each operation system extraction, and extracts the calling information feature of every type of correspondence; Memory module is used to store all kinds and corresponding calling information feature; Matching module is used for the customer information of each operation system is scanned, and finds out with the prediction of calling information characteristic matching and complains the client; Processing module is used for complaining the client to complain preliminary treatment to prediction.
This complaint pretreatment unit can be positioned on the server of operation analysis system, or independently is arranged on the server between operation analysis system and the customer service system.
For achieving the above object, according to another aspect of the present invention, provide a kind of complaint handling system.
Complaint handling system according to the embodiment of the invention, comprise: operation analysis system, be used for according to the customer complaint data extract calling information feature of having complained, customer information to all professional systems scans, find out with the prediction of calling information characteristic matching and complain the client, and complain the client to complain preliminary treatment prediction; Customer service system is used to receive client's actual complaint, complains according to the prediction to the client, carries out the complaint handling preparation of actual complaint automatically; And/or according to the calling information feature that operation analysis system extracts reality is complained and to be carried out complaint handling.
The complaint preprocess method of various embodiments of the present invention, complaint handling methods, devices and systems, owing to go out the calling information feature from the customer complaint extracting data of having complained, therefore, can scan client's inventory of each operation system, therefrom find out the client that might complain, shift to an earlier date preliminary treatment, thereby before the actual complaint of client, avoided the possibility of customer complaint, reduce the customer service cost.
The present invention in addition some embodiment on the basis of having extracted the calling information feature, when client's actual complaint is come interim, the contact staff can carry out fast processing to complaint according to the calling information feature of having set up, and if the complaint client who has predicted, can directly handle, significantly reduce circuit and the problem of complaint handling time complained that take this actual complaint.
Below by drawings and Examples, technical scheme of the present invention is described in further detail.
Description of drawings
Accompanying drawing is used to provide further understanding of the present invention, and constitutes the part of specification, is used from explanation the present invention with embodiments of the invention one, is not construed as limiting the invention.In the accompanying drawings:
Fig. 1 is for complaining preprocess method embodiment one flow chart according to the present invention;
Fig. 2 is for complaining preprocess method embodiment two flow charts according to the present invention;
Fig. 3 is complaint handling method embodiment flow chart according to the present invention;
Fig. 4 executes the illustration intention for complain pretreatment unit according to the present invention;
Fig. 5 is complaint handling system embodiment structural representation according to the present invention.
Embodiment
Below in conjunction with accompanying drawing the preferred embodiments of the present invention are described, should be appreciated that preferred embodiment described herein only is used for description and interpretation the present invention, and be not used in qualification the present invention.
The present invention mainly extracts the calling information feature by preliminary analysis, and predicts that in advance the client that may complain carries out preliminary treatment, thereby reduces client's complaint amount, reduction customer service cost.And, the present invention can also carry out complaint handling fast to the client that reality is complained, and further revises the calling information feature, thereby further improves the accuracy of prediction and improve the possibility of prediction, below by Fig. 1-Fig. 5 and corresponding explanatory note thereof, the present invention is illustrated.
Embodiment one
Fig. 1 is for complaining preprocess method embodiment one flow chart according to the present invention.As shown in Figure 1, present embodiment comprises:
Step S102: statistics customer complaint data, classify according to the complaint type that the client is different;
Step S104: each class is complained, and such complains relevant information characteristics from the customer complaint extracting data;
Step S106: to all client's scanning, find the prediction that is complementary with the calling information feature to complain the client according to information characteristics;
Step S108: complain the client to complain preliminary treatment to prediction.
Present embodiment is main according to the customer data information of having complained, and analyzes and extracts the information characteristics of complaining the client, thereby set up calling information feature and the corresponding relation (as with the database form) of complaining type.According to the calling information feature all customer informations are scanned then, find out client and the record that to complain, before prerequisite takes place the reality complaint, do not solve the problem that these clients run into, avoid customer complaint, therefore, present embodiment can fundamentally reduce quantity, minimizing customer service workload and the holding time of customer complaint.
Embodiment two
Fig. 2 is for complaining preprocess method embodiment two flow charts according to the present invention.As shown in Figure 2, present embodiment comprises:
Step S202: extract various types of clients and complained inventory, classify, as expense class complaint, service class complaint, network class complaint etc. according to different complaint types;
Step S204: each class is complained, complained to extract client's inventory with such and complained relevant calling information feature, generally be the total characteristic of this complaint type from each.For example:
1. the expense class is complained, analyzed data such as such is complained all client's accounts, pays the fees, preferential sales promotion take place, find out total feature, for example preferential configuration error, the mistake etc. of writing off.
2. for the complaint that causes owing to real-time reason, do not need to complain customer information to excavate, directly extract current state information, judge whether the client has the complaint possibility history.For example open untimely complaint, then directly extract all current worker's list and performances.For example extract all opening worker's list and finish information, it is single especially to fail the worker that in time opens, and this causes customer complaint possibly.
3. the complaint of network class and service class, to some concrete complaint, its reason is fairly simple, therefore, this class is complained, and does not need to carry out complicated excavation, directly extracts related data, just can judge.
Below network class and service class complaint situation are given some instances:
A〉service class complains, and as to shutting down the open-minded of user: subscriber arrearage has been paid expense after shutting down, and needs to give user's turn up service.At this time, charge system will be sent for user attaching register (HLR) and be opened worker's list, but owing to switch reason or network reason etc., cause to open to postpone or failure, will cause user's complaint.At this moment react from data, opening worker's list does not exactly have normal return results at the appointed time.These workers that in time do not return normal result are singly extracted, and the client that the single the inside of these workers relates to very likely complains.
B〉network class complains, and as certain base station load height or fault, causes the user can not normal call, and perhaps speech quality is poor, causes the user to call out once more after the on-hook.The failure information of these operations of user and calling all has instant embodiment in signaling data, and clear and definite error message is arranged.These signaling datas are extracted, these clients of conversation fault have then been taken place, complain possibility also very high.
Step S206: set up calling information property data base A, store every type complaint and corresponding calling information feature, following Table A;
Table A calling information property data base
Step S208: according to the characteristic information among the database A, each operation system of timing scan, all clients as BOSS system, operation analysis system, network management system etc., find out the customer information of calling information characteristic matching among energy and the database A, and corresponding complaint type, set up prediction and complain customer database B, as shown in the table:
Customer database is complained in table B prediction
For example open the complaint of the real-time reason generation of class, then need real time scan related system and attaching position register (HLR).Might complain client and its corresponding type stores of complaining in database B institute.When system being scanned, complain the client to upgrade to prediction among the B at every turn comprehensively.Scanning and the frequency that upgrades by the characteristics decision of various complaint types, are for example opened class and are complained and need real time scan and the completed worker of opening singly excluded to complain customer list; And the expense class is complained and only to be needed every day and scan renewal to get final product;
Step S210: complain the client to carry out analyzing and processing to prediction among the prediction complaint customer database B, produce at it and complain data characteristics to solve.For example,, analyze its cost issues, and solve or explain, avoid customer complaint for carrying out the client that the expense class is complained.
Present embodiment predicts the customers that may complain in advance before client's reality is complained, and deals with problems as far as possible in advance, thereby reduces and avoid customer complaint.And, for the complaint that has taken place, changed the complaint handling flow process of prior art neutral line, when reality complains the client when the contact staff describes the complaint problem, can be by the customer complaint information characteristics storehouse A that set up and the result of data predicted storehouse B, automatically inquire about the customer complaint problem, and can pass through corresponding data of displaying interface and processing.Therefore, the contact staff can directly revise problem or explain to the client when receiving actual complaint, accelerated complaint handling speed, reduces the customer complaint processing time, has improved customer satisfaction simultaneously, has reduced the customer service cost.
Embodiment three
Among Fig. 2 step S204 each class is complained, complained to extract client's inventory from each and complain the detailed process of relevant calling information feature to comprise the steps: with such
1. extract the customer complaint data that certain complains type to complain, utilize data mining technology, for example Logic Regression Models, neuroid, decision tree etc. carry out the data mining model training to the customer complaint data of this complaint type;
2. do not complain the client to analyze according to the model after the training to reality, obtain prediction and complain the client;
3. the result that step 2 is drawn gives customer service department and verifies see whether these clients have carried out complaining (accuracy rate), and the result who excavates accounts for the ratio (coverage rate) of complaining the client;
4. accuracy rate and coverage rate being carried out balance, determine the combination that such complains employed model or model, promptly is the model that this kind complains type to use.Customer information is carried out computing in this model, the result who draws is exactly the prediction complaint client of this complaint type.
The various embodiments described above mainly are to realize first purpose of the present invention, promptly improve customer satisfaction, reduce the possibility of customer complaint, main by analyzing each client's complaint data, the calling information feature that extracts by customer data, whether judgement has incomplete place to client's service, and whether the prediction client has the possibility of complaint.To the client that may complain, can solve problem before unactual the complaint to its service, avoid customer complaint as far as possible.Customer satisfaction is improved on the one hand, and customer complaint reduces on the other hand, and customer service workload and cost will reduce.
Following Fig. 3 embodiment solves the problem of carrying out fast processing when the actual generation of customer complaint.Because actual complaint has taken place so need accelerate complaint handling speed as far as possible, alleviates the discontented mood of complaining the client; Simultaneously, can be according to the information of complaining the client, improve and optimize the calling information feature (as database A) that analysis mining goes out in the foregoing description, further promote accuracy and the coverage that the customer complaint possibility is judged.
Embodiment four
Fig. 3 is complaint handling method embodiment three flow charts according to the present invention.As shown in Figure 3, present embodiment mainly is the flow process of handling at the complaint of actual incoming call, comprising:
Step 302 receives the actual complaint of client, as the complaint of incoming call customer service system, and while execution in step 304,306;
Step 304, system are according to client's number, and the prediction of storing in database B complains customer database B the inside to seek automatically.When a certain client of client and database B is mated, enter step 308, otherwise, change step 307 over to and carry out common complaint handling flow process, and client's complaint type and customer complaint information characteristics carried out record, enter step 309;
Step 306 receives the actual complaint problem of client, execution in step 308;
Step 307 is carried out common complaint handling, execution in step 309;
Step 308, according to client's complaint type, the contact staff opens the user interface relevant with this complaint type at workbench automatically, makes the contact staff can directly see needed system and data, as database A.If the client has and a plurality ofly may complain type, then with type that showing interface might be complained easily, the contact staff describes direct selection according to the client and enters respective interface, execution in step 310;
Step 309, according to the type and the customer complaint information characteristics of customer complaint problem, the storehouse A that refreshes one's knowledge finishes;
Step 310, the contact staff judges and the client describes problem the complaint problem with this client of system prediction is consistent, for example with certain predicts whether consistent the complaint data characteristics of complaining client's correspondence is described among the database B, in this way, then carry out fast processing, as not being then to change step 307 over to and carry out common complaint handling flow process to step 312, complaint type and customer complaint information characteristics to the client carries out record then, enters step 309;
Step 312, when the client described the complaint problem, the contact staff is accurate had got well relevant data and Heuristics, can directly begin to handle, not need the client to wait for, therefore can reduce client's discontented mood, reduce the customer service cost simultaneously, reduced holding time and processing time.
Present embodiment is for the complaint that has taken place, change linear in the past complaint handling flow process, when the client when the contact staff describes the complaint problem, by the calling information property data base of having analyzed, just the customer complaint problem be can inquire about automatically, and corresponding interface and data represented.Like this, the contact staff can directly revise problem or explain to the client, improves the customer complaint processing speed, reduces every customer complaint handling duration, has also just improved customer satisfaction, has reduced the customer service cost simultaneously.
Above-mentioned each method embodiment is when the actual complaint of client, can complain client and prediction to complain type according to the prediction that scanning is in advance come out, the client also when describing the complaint problem to the contact staff, just complain cause investigation on the backstage, such complains required correlation experience knowledge and knotty problem will to solve the needed system of complaint, customer data and processing, directly show the contact staff by the interface, quicken the complaint handling process.The contact staff describes the problem of problem and customer issue and prediction when consistent the client, directly complaint is solved, and has significantly reduced client's wait, improves complaint handling efficient; When inconsistent, can and complain characteristic information to be updated to database A, further revise the type characteristic of correspondence information of complaining the customer complaint content.
One or more embodiment of above-mentioned complaint preprocess method of the present invention and complaint handling method have following advantage:
(1) utilizes the technological means of data mining analysis, predict the tendency of customer complaint in advance, before customer complaint, just can take corresponding means prevention, reduce customer complaint quantity in a large number.
(2) owing to predict customer complaint information in advance, when reality is complained, just can carry out relevant the preparation synchronously, thereby improve complaint handling time and customer satisfaction.
(3) reduce the customer service cost and take the customer service circuit.
(4) changed the flow process of after customer complaint, just handling in the prior art, from reducing customer complaint in essence, and the linear flow process handled of customer complaint.
Embodiment five
Fig. 4 executes the illustration intention for complain pretreatment unit according to the present invention.Present embodiment comprises:
Analysis module is used for obtaining various types of customer complaint data from each operation system extraction, to the client who has complained, extracts these clients' all kinds of related datas from each operation system.For example, extract charging, account data from the BOSS system; Extract customer network information, signaling data etc. from network management system.Therefrom excavate the calling information feature of every type of correspondence, concrete mining analysis process can be referring to complaining preprocess method embodiment related description;
Memory module is used to store all kinds and corresponding calling information feature, as calling information property data base A;
Matching module is used for the customer information of each operation system is scanned, and finds out with the prediction of calling information characteristic matching and complains client and prediction to complain type, forms prediction and complains customer database B and deposit memory module in;
Processing module is used for complaining the client to complain preliminary treatment to prediction.
Wherein, the device of present embodiment can be positioned on the server of operation analysis system, or for independently being arranged at the server between operation analysis system and the customer service system.
It will be understood by a person skilled in the art that, a plurality of embodiment of above-mentioned complaint preprocess method can realize in the device of structure shown in tool Fig. 4 structure chart, but be not limited to the syndeton shown in Fig. 4, as long as can realize going out the calling information feature, and predict that in advance possible complaint client gets final product according to the customer complaint data extract.
Embodiment six
Fig. 5 is complaint handling system embodiment structural representation according to the present invention, as shown in Figure 5, comprising:
Operation analysis system is used for according to the customer complaint data extract calling information feature of having complained, and all professional customer informations that are are scanned, and finds out with the prediction of calling information characteristic matching and complains the client, and complain the client to complain preliminary treatment to prediction;
Customer service system is used to receive client's actual complaint, complains according to the prediction to this client, carries out the complaint handling preparation of this actual complaints automatically; And/or according to the calling information feature that operation analysis system extracts reality is complained and to be carried out complaint handling, as: the actual client of complaint is that the client is complained in a certain prediction, and actual the complaint when complaining type consistent with prediction, and the reality complaint is carried out complaint handling; Complain and its calling information feature otherwise storage is actual, the complaint type and the calling information feature thereof of operation analysis system storage are upgraded.
As shown in Figure 5, operation analysis system can comprise complaint pretreatment unit shown in Figure 4, the complaint preprocessing server that is provided with as one in operation analysis system independence in the present embodiment, but when specifically using, realize shifting to an earlier date pretreated function in the performance analysis on some existing equipment thereby the functional module in the complaint pretreatment unit shown in Figure 4 can also be added.
Embodiment seven
As shown in Figure 5, customer service system can comprise:
Display module links to each other with complaining preprocessing server, is used to show the complaint type and the corresponding complaint problem settling mode of actual complaint correspondence, finds information characteristics database A by complaining preprocessing server, thereby can carry out the experience complaint handling;
Processing module is used to judge that whether actual complaint client complains client and prediction to complain type consistent with prediction, and the reality complaint is carried out complaint handling; When the reality complaint is stored in operation analysis system, the database A that complains the preprocessing server storage is not upgraded, specifically can be referring to corresponding handling process among Fig. 3.
One of ordinary skill in the art will appreciate that: all or part of step that realizes said method embodiment can be finished by the relevant hardware of program command, aforesaid program can be stored in the computer read/write memory medium, this program is carried out the step that comprises said method embodiment when carrying out; And aforesaid storage medium comprises: various media that can be program code stored such as ROM, RAM, magnetic disc or CD.
It should be noted that at last: the above only is the preferred embodiments of the present invention, be not limited to the present invention, although the present invention is had been described in detail with reference to previous embodiment, for a person skilled in the art, it still can be made amendment to the technical scheme that aforementioned each embodiment put down in writing, and perhaps part technical characterictic wherein is equal to replacement.Within the spirit and principles in the present invention all, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (12)
1. complain preprocess method for one kind, it is characterized in that, comprising:
Obtain various types of clients and complained data;
According to the described data extract calling information feature of having complained;
According to described calling information feature all customer informations are scanned, obtain to complain the client with the prediction of described calling information characteristic matching;
Complain the client to complain preliminary treatment to described prediction.
2. complaint preprocess method according to claim 1 is characterized in that, has describedly complained the operation of data extract calling information feature to comprise according to described:
The statistics client has complained data;
The described data of having complained are classified according to different complaint types;
Extract every kind of customer complaint data of complaining type, excavate every kind of calling information feature of complaining type;
Set up the calling information property data base, write down every kind and complain type and corresponding calling information feature thereof.
3. complaint preprocess method according to claim 2 is characterized in that, every kind of customer complaint data of complaining type of described extraction are excavated every kind and complained the operation of the calling information feature of type to comprise:
Extract wherein a kind of customer complaint data of complaining type to complain, the customer complaint data of this complaint type are carried out the data mining model training;
Do not complain the client to analyze according to described data mining model to reality, obtain prediction and complain the client;
Complain the client to verify to described prediction, judge whether to carry out actual complaint, obtain the accuracy rate and the coverage rate of model prediction;
According to the accuracy rate and the coverage rate of described model prediction, determine that described complaint type uses a model or the combination of model;
Wherein said data mining model comprise following one of at least: Logic Regression Models, neuroid, decision tree.
4. according to each described complaint preprocess method among the claim 1-3, it is characterized in that, all customer informations scanned, obtain to complain the client to comprise with the prediction of described calling information characteristic matching according to described calling information feature:
Each operation system of timing scan is found out and the customer information of the calling information characteristic matching of described storage and corresponding complaint type;
Customer information and complaint type thereof according to all couplings are set up prediction complaint customer database.
5. a complaint handling method is characterized in that, comprising:
Receive client's actual complaint;
Complain according to prediction, carry out described actual complaint handling of complaining automatically and prepare described client; And/or described actual the complaint carried out complaint handling according to the calling information feature of complaining data extract.
6. complaint handling method according to claim 5 is characterized in that, also comprises:
When described actual complaint is not stored in the complaint type of described calling information feature correspondence, described calling information feature is upgraded.
7. complaint handling method according to claim 5 is characterized in that, the operation of described actual complaint being carried out complaint handling according to the calling information feature of complaining data extract comprises:
When the client of described actual complaint is prediction complaint client, judge whether described actual complaint is consistent with described client's prediction complaint type;
When described actual complaint complains type consistent with described prediction, described actual the complaint carried out the complaint handling that the type correspondence is complained in described prediction.
8. according to each described complaint handling method of claim 5-7, it is characterized in that, described complaint type comprise following one of at least: network class is complained, reason is complained in real time, service class is complained, the expense class is complained.
9. complain pretreatment unit for one kind, it is characterized in that, comprising:
Analysis module is used for obtaining various types of customer complaint data of having complained from each operation system extraction, and extracts the calling information feature of every type of correspondence;
Memory module is used to store all kinds and corresponding calling information feature;
Matching module is used for the customer information of each operation system is scanned, and obtains to complain the client with the prediction of described calling information characteristic matching;
Processing module is used for complaining the client to complain preliminary treatment to described prediction.
10. complaint pretreatment unit according to claim 9 is characterized in that, described complaint pretreatment unit is positioned on the server of operation analysis system, or for independently being arranged at the server between operation analysis system and the customer service system.
11. a complaint handling system is characterized in that, comprising:
Operation analysis system, be used for according to the customer complaint data extract calling information feature of having complained, customer information to all professional systems scans, and finds out with the prediction of described calling information characteristic matching and complains the client, and complain the client to complain preliminary treatment to described prediction;
Customer service system is used to receive client's actual complaint, complains according to the prediction to described client, carries out described actual complaint handling of complaining automatically and prepares; And/or described actual the complaint carried out complaint handling according to the calling information feature that described operation analysis system extracts.
12. complaint pretreatment system according to claim 11 is characterized in that, described customer service system comprises:
Display module is used to show described actual complain corresponding complaint type and calling information feature thereof;
Processing module is used to judge whether actual complaint client complains the client consistent with described prediction, and described actual the complaint is carried out complaint handling; When described actual complaint is stored in the calling information feature, described calling information feature is not upgraded.
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2009
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