CN106162714A - A kind of calling information processing method and processing device - Google Patents
A kind of calling information processing method and processing device Download PDFInfo
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Abstract
The embodiment of the invention discloses a kind of calling information processing method and processing device；Described method includes: obtains the calling information of terminal, determines the type of described calling information；Determine first area and the first period based on described calling information, the first achievement data of the abnormal terminals being associated in described first area in calling described first period with the type of described calling information；Judge whether described first achievement data meets preset standard data area, it is thus achieved that the first judged result；When described first judged result be described first achievement data be unsatisfactory for preset standard data area when, determine that described abnormal terminals is in Fisrt fault type based on described first achievement data；Described Fisrt fault type is the fault being associated with described first area；Generate return information based on described Fisrt fault type, send described return information to described terminal.
Description
Technical Field
The invention relates to an information processing technology, in particular to a complaint information processing method and device.
Background
Handling and replying user complaints are part of daily optimization work of communication operators, and at present, the user complaints are mainly handled in the modes of manual data acquisition, manual analysis, manual order dispatching, manual optimization and manual replying.
The complaints of the users are various, the related links are more when the complaints of the users are processed, the judgment and the positioning are carried out by combining multiple items of data with rich experience, and the labor cost is higher. And the manual processing in each link has the problems of large workload, long time consumption, nonstandard interface data and easy error. And the phenomena of untimely reply of the user, overtime work order and the like are easy to occur.
Disclosure of Invention
In order to solve the existing technical problem, embodiments of the present invention provide a method and an apparatus for processing complaint information, which can implement automatic extraction and analysis of complaint information, rapid diagnosis of problems, and automatic response.
In order to achieve the above purpose, the technical solution of the embodiment of the present invention is realized as follows:
the embodiment of the invention provides a complaint information processing method, which comprises the following steps:
obtaining complaint information of a terminal, and determining the type of the complaint information;
determining a first area and a first period based on the complaint information, and calling first index data of an abnormal terminal associated with the type of the complaint information in the first area in the first period; the first area is an area where the abnormal terminal is attached; the first time interval is a time range in which the abnormal terminal is abnormal;
judging whether the first index data meet a preset standard data range or not, and obtaining a first judgment result;
when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone;
and generating reply information based on the first fault type, and sending the reply information to the terminal.
In the foregoing solution, when the first determination result indicates that the first indicator data meets a preset standard data range, the method further includes:
calling second index data of other terminals of the same type as the abnormal terminal in the first area in the first period;
judging whether the second index data meet a preset standard data range or not, and obtaining a second judgment result;
when the second judgment result is that the second index data does not meet a preset standard data range, determining that the abnormal terminal is in a second fault type; and the second fault type represents the self fault of the terminal.
In the above scheme, the complaint information includes a service type; when the second judgment result is that the second index data meets a preset standard data range, the method further comprises:
calling third index data of other terminals using the service type in the first area in the first period;
judging whether the third index data meet a preset standard data range or not, and obtaining a third judgment result;
when the third judgment result shows that the third index data do not meet the preset standard data range, determining that the abnormal terminal is in a third fault type; the third fault type characterizes a fault of the service provider.
In the foregoing solution, the obtaining complaint information of the terminal and determining the type of the complaint information include:
the method comprises the steps of obtaining and analyzing complaint information, and extracting keywords in the complaint information; the keywords at least include: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals;
determining a type of the complaint information based on the keyword.
In the foregoing solution, the determining a first area based on the complaint information includes:
acquiring measurement data of the number of the abnormal terminal in the time period of the problem on the basis of the time period of the problem in the keyword and the number of the abnormal terminal;
and determining a first area based on the cell information and/or the latitude and longitude information in the measurement data.
In the foregoing solution, after determining that the abnormal terminal is in the first fault type, or determining that the abnormal terminal is in the second fault type, or determining that the abnormal terminal is in the third fault type, the method further includes:
and generating fault information, and feeding the fault information back to the maintenance terminal matched with the first fault type, the second fault type or the third fault type so as to solve the fault problem based on the fault information.
The embodiment of the invention also provides a complaint information processing device, which comprises: the device comprises a determining unit, a data calling unit, a judging unit and a feedback unit; wherein,
the determining unit is used for acquiring the complaint information of the terminal and determining the type of the complaint information; further for determining a first area and a first time period based on the complaint information;
the data calling unit is used for calling first index data of the terminal, which is associated with the type of the complaint information in the first area in the first period determined by the determining unit; the first area is an area where an abnormal terminal aimed at by the complaint information is located; the first time interval is a time range in which the abnormal terminal is abnormal;
the judging unit is used for judging whether the first index data called by the data calling unit meets a preset standard data range or not to obtain a first judgment result; when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone;
and the feedback unit is used for generating reply information based on the first fault type determined by the judging unit and sending the reply information to the terminal.
In the foregoing solution, the invoking unit is further configured to, when the first determination result obtained by the determining unit is that the first index data meets a preset standard data range, invoke second index data of other terminals of the same type as the abnormal terminal in the first area in the first period;
correspondingly, the determining unit is further configured to determine whether the second index data called by the calling unit meets a preset standard data range, and obtain a second determination result; when the second judgment result is that the second index data does not meet a preset standard data range, determining that the abnormal terminal is in a second fault type; and the second fault type represents the self fault of the terminal.
In the above scheme, the complaint information includes a service type; the calling unit is further configured to call third index data of other terminals using the service type in the first area in the first period when the second judgment result obtained by the judging unit is that the second index data meets a preset standard data range;
correspondingly, the judging unit is further configured to judge whether the third index data called by the calling unit meets a preset standard data range, and obtain a third judgment result; when the third judgment result shows that the third index data do not meet the preset standard data range, determining that the abnormal terminal is in a third fault type; the third fault type characterizes a fault of the service provider.
In the above scheme, the determining unit is configured to obtain and analyze the complaint information, and extract a keyword in the complaint information; the keywords at least include: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals; determining a type of the complaint information based on the keyword.
In the above scheme, the determining unit is configured to obtain, based on a time period in which the problem in the keyword occurs and the number of the abnormal terminal, measurement data of the number of the abnormal terminal in the time period in which the problem occurs; and determining a first area based on the cell information and/or the latitude and longitude information in the measurement data.
In the foregoing solution, the feedback unit is further configured to generate fault information after the determining unit determines that the abnormal terminal is in the first fault type, or determines that the abnormal terminal is in the second fault type, or determines that the abnormal terminal is in the third fault type, and feed the fault information back to the maintenance terminal matched with the first fault type, or the second fault type, or the third fault type, so as to solve the fault problem based on the fault information.
The method and the device for processing the complaint information, provided by the embodiment of the invention, are used for acquiring the complaint information of a terminal and determining the type of the complaint information; determining a first area and a first period based on the complaint information, and calling first index data of an abnormal terminal associated with the type of the complaint information in the first area in the first period; the first area is an area where the abnormal terminal is attached; the first time interval is a time range in which the abnormal terminal is abnormal; judging whether the first index data meet a preset standard data range or not, and obtaining a first judgment result; when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone; and generating reply information based on the first fault type, and sending the reply information to the terminal. Therefore, by adopting the technical scheme of the embodiment of the invention, automatic extraction, automatic analysis, quick diagnosis of problems and automatic reply of complaint information are realized.
Drawings
FIG. 1 is a flowchart illustrating a complaint information processing method according to a first embodiment of the invention;
fig. 2 is a schematic view of an application scenario of a complaint information processing method according to a first embodiment of the invention;
FIG. 3 is a flowchart illustrating a complaint information processing method according to a second embodiment of the invention;
fig. 4 is a schematic structural diagram of a complaint information processing apparatus according to a third embodiment of the present invention.
Detailed Description
The present invention will be described in further detail with reference to the accompanying drawings and specific embodiments.
Example one
The embodiment of the invention provides a complaint information processing method. FIG. 1 is a flowchart illustrating a complaint information processing method according to a first embodiment of the invention; as shown in fig. 1, the method includes:
step 101: the method comprises the steps of obtaining complaint information of a terminal and determining the type of the complaint information.
The complaint information processing method described in this embodiment can be applied to a complaint information processing terminal. The complaint information processing terminal can establish communication connection with the complaint work order system. The complaint work order system stores complaint information of all users; specifically, when customer service personnel answer a complaint call of a user, complaint content of the user is filled in a complaint work order in a form containing at least one keyword, and the complaint work order is stored in a complaint work order system as complaint information in the step. Wherein, the terminal corresponding to the complaint telephone heard by the customer service staff is the terminal in the step; the terminal can be an electronic device with a conversation function, such as a mobile phone and a fixed telephone.
In this step, the obtaining of the complaint information of the terminal and the determining of the type of the complaint information include:
the method comprises the steps of obtaining and analyzing complaint information, and extracting keywords in the complaint information; the keywords at least include: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals; determining a type of the complaint information based on the keyword.
Here, the complaint work order may be preset with keywords covering all complaint questions, so that the customer service staff may select a keyword matched with the complaint work order based on the complaint content of the user as a complaint question in the keywords, that is, determine the type of the complaint information based on the keywords; wherein the type of complaint information may include: the method comprises the following steps of no call, no signal all the time, no signal in the near term, weak signal, poor call quality, crosstalk, metallic sound, echo, frequent call drop, slow call connection, frequent call drop, no signal, no network access, slow network access, frequent network access drop, no use of specific service, poor perception of specific service and the like. The abnormal terminal and the terminal in step 101 may be the same terminal or different terminals. For example, if a mobile phone of a user is abnormal in internet access, a customer service call is dialed through the mobile phone (e.g., 10086 of a mobile operator), and at this time, the terminal and the abnormal terminal are the same terminal. For another example, if the user's mobile phone has an abnormal call, the user can make a call to the customer service through another mobile phone, and at this time, the terminal and the abnormal terminal are different terminals. Specifically, the type of the obtained complaint information and the keywords in the complaint work order, such as complaint problems, time periods when the problems occur, areas where the problems occur, numbers of abnormal terminals, and the like, are used to generate a complaint information table.
Step 102: determining a first area and a first period based on the complaint information, and calling first index data of an abnormal terminal associated with the type of the complaint information in the first area in the first period; the first area is an area where the abnormal terminal is attached; the first time interval is a time range in which the abnormal terminal is abnormal.
Here, since the keyword in the complaint information includes at least: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals; the complaint information processing terminal first determines a rough area based on the area where the problem in the complaint information occurs; further, based on the time period of the occurrence of the problem in the keyword and the number of the abnormal terminal, obtaining measurement data of the number of the abnormal terminal in the time period of the occurrence of the problem; and determining a first area based on the cell information and/or the latitude and longitude information in the measurement data. The first area is an area where an abnormal terminal aimed at by the complaint information is located, and the determined first area can be represented by generating a problem area coverage information table; the problem area coverage information table may include the cell to which the abnormal terminal is attached and other cells within a range of XX meters in the attached cell.
Specifically, the complaint information processing terminal can establish communication connection with a signaling monitoring system and a resource management system, call signaling data from the signaling monitoring system to generate a signaling data table, and call measurement data from the resource management system; wherein the signaling data mainly comprises: time interval, terminal number, terminal information, resident cell, service type, service perception information (including success or failure, time delay condition, uplink and downlink speed, etc.), etc.; the measurement data includes: and network element longitude and latitude information, network element capacity, network element configuration and other information. The complaint information processing terminal extracts the resident cell in the signaling data and bases on a preset coverage information table in the resource management system; the coverage information table at least comprises: a cell name, a Location Area Code (LAC)/a Cell Identity (CI), longitude and latitude information, resource configuration, neighbor information, and the like; and acquiring information such as a cell name, LAC/CI, longitude and latitude information, resource allocation, adjacent cell information and the like related to the resident cell in the signaling data from the coverage information table, determining the height of the common coverage of the cells according to the information such as the longitude and latitude, the direction angle, the lobe width, the cell radius and the like of the cells, determining the cell attached to the abnormal terminal and other cells within XX meters of the attached cell by adopting a longitude and latitude common coverage algorithm and/or a direction angle-based common coverage algorithm, and generating a problem area coverage information table. The determination of the cell attached to the abnormal terminal and other cells within the XX m range of the attached cell by using the longitude and latitude common coverage algorithm and/or the direction angle-based common coverage algorithm is the content of the prior art, and is not described herein again.
In this embodiment, the complaint information processing terminal may further establish a connection with a telephone traffic network management system, and call the first index data of the abnormal terminal from the telephone traffic network management system; the first metric data includes at least one of: the method comprises the following steps of webpage browsing Key Quality Indexes (KQI), instant messaging KQI, video playing KQI, application downloading KQI, access success rate, access delay, downloading rate, Transmission Control Protocol (TCP) establishment success rate, TCP retransmission rate, TCP establishment delay, TCP packet loss rate, DNS success rate query delay, attachment success rate, authentication success rate, routing success rate, PDP activation success rate, bearer establishment success rate, service request success rate and the like.
Step 103: and judging whether the first index data meet a preset standard data range or not, and obtaining a first judgment result.
In this embodiment, corresponding standard data ranges are set for different index data types, that is, a plurality of sets of standard data ranges are set in the complaint information processing terminal, and at least include: a standard web browsing KQI data range, a standard instant messaging KQI data range, a standard video playing KQI data range, a standard application downloading KQI data range, a standard access success rate range, a standard access delay range, a standard download rate range, a standard TCP establishment success rate range, a standard TCP retransmission rate range, a standard TCP establishment delay range, a standard TCP packet loss rate range, a standard DNS success rate query delay range, a standard attachment success rate range, a standard authentication success rate range, a standard routing success rate range, a standard PDP activation success rate range, a standard bearer establishment success rate range, a standard service request success rate range, and the like.
Step 104: when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone.
In this embodiment, when the first determination result is that the first indicator data does not satisfy the preset standard data range, it may be understood that the abnormality occurring in the abnormal terminal is general, and the same problem may occur in other terminals in the first area in the first period, which is equivalent to that the cell and/or the network element to which the abnormal terminal is attached is abnormal. Determining the fault type based on the index data which does not meet the preset standard data range in the first index data. For example, when the Packet Data Traffic Channel (PDTCH) reuse degree is found to be 6 in the first indicator Data, and the throughput Rate of the downlink Enhanced Data Rate for GSM Evolution (EDGE) is 60.34Kbps, which is lower than the standard Data range, it is determined that the network failure is the network failure in the first area.
Step 105: and generating reply information based on the first fault type, and sending the reply information to the terminal.
In this embodiment, the complaint information processing terminal may further establish a connection with a customer service platform system, send the generated reply information to the customer service platform system, and the customer service platform system sends the reply information to the terminal. Wherein, the reply information includes the keywords in the complaint information, such as: the reason why you can not surf the internet is that the XX area engineering construction causes the interruption of a plurality of base stations in the nearby area.
Based on the second implementation manner of this embodiment, when the first determination result is that the first index data meets a preset standard data range, the method further includes:
calling second index data of other terminals of the same type as the abnormal terminal in the first area in the first period;
judging whether the second index data meet a preset standard data range or not, and obtaining a second judgment result;
when the second judgment result is that the second index data does not meet a preset standard data range, determining that the abnormal terminal is in a second fault type; and the second fault type represents the self fault of the terminal.
Specifically, the obtained complaint information further includes the type of the abnormal terminal; the type of the abnormal terminal may specifically include a brand and a model of the abnormal terminal. In this embodiment, when the first determination result is that the first index data meets a preset standard data range, that is, when it is determined that the cell and/or the network element to which the abnormal terminal is attached is not abnormal, second index data of other terminals in the first area, which are of the same type as the abnormal terminal, in the first period is further retrieved, where the second index data is of the same type as the first index data of the abnormal terminal; when it is determined that the second index data of the terminal of the same type as the abnormal terminal in the same period and in the same area (specifically, in the same cell) does not satisfy the preset standard data range, it may be determined that the terminal of the type has a failure problem of its own, that is, the abnormal terminal is of the second failure type.
Based on the first fault type, the complaint information processing terminal generates reply information based on the first fault type, establishes connection with the customer service platform system, sends the generated reply information to the customer service platform system, and sends the reply information to the terminal by the customer service platform system.
As a third implementation manner of this embodiment, the complaint information includes a service type; when the second judgment result is that the second index data meets a preset standard data range, the method further comprises:
calling third index data of other terminals using the service type in the first area in the first period;
judging whether the third index data meet a preset standard data range or not, and obtaining a third judgment result;
when the third judgment result shows that the third index data do not meet the preset standard data range, determining that the abnormal terminal is in a third fault type; the third fault type characterizes a fault of the service provider.
Specifically, the obtained complaint information further includes a service type used by the abnormal terminal in the first area in the first period, where the service type is as follows: internet, telephone calls, etc. In this embodiment, when the second determination result indicates that the second indicator data meets a preset standard data range, that is, it is determined that the cell and/or the network element to which the abnormal terminal is attached is not abnormal, and it is not that the abnormal terminal itself is abnormal, third indicator data of other terminals using the service type in the first area in the first period is further retrieved, where the third indicator data is the same as the second indicator data and the first indicator data in type; when it is determined that the third index data of other terminals using the same service as the abnormal terminal in the same time period and in the same area (specifically, in the same cell) also do not satisfy the preset standard data range, it may be determined that the service provided by the service provider is unavailable, that is, it is determined that a fault occurs at the service provider.
Based on the third fault type, the complaint information processing terminal generates reply information based on the third fault type, establishes connection with a customer service platform system, sends the generated reply information to the customer service platform system, and sends the reply information to the terminal by the customer service platform system.
As another embodiment, after determining that the abnormal terminal is in the first fault type, or determining that the abnormal terminal is in the second fault type, or determining that the abnormal terminal is in the third fault type, the method further includes:
and generating fault information, and feeding the fault information back to the maintenance terminal matched with the first fault type, the second fault type or the third fault type so as to solve the fault problem based on the fault information.
Specifically, the complaint information processing terminal can feed back fault information to a maintenance layer, a market layer or a construction layer based on the fault type; the maintenance layer generally refers to an operation and maintenance department and a network optimization department, and the maintenance layer can mainly solve network problems such as network element faults, unreasonable network element parameter setting and the like; the market layer generally refers to a market department and a terminal department, and the market layer can mainly coordinate and solve terminal problems, business problems and the like; the construction layer generally refers to a network construction department, and the construction layer mainly can solve the problems of network coverage, network resources and the like. The complaint information processing terminal and a maintenance terminal (the maintenance terminal is a maintenance layer affiliated terminal, a market layer affiliated terminal or a construction layer affiliated terminal) are in communication connection, and after a fault type of a certain complaint information is determined, corresponding fault information is sent to a matched maintenance terminal according to the fault type, so that the matched maintenance terminal can obtain the fault information, follow-up operations such as fault detection and fault maintenance are carried out aiming at the fault information, and the problem that the terminal of a user is abnormal is finally solved.
Fig. 2 is a schematic view of an application scenario of a complaint information processing method according to a first embodiment of the invention; with reference to the scenario shown in fig. 2, the complaint information processing method according to the embodiment of the present invention includes: the complaint information processing terminal extracts a complaint work order from a complaint work order system, extracts keywords from the complaint work order and forms a complaint information table; the complaint information table at least comprises: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals; determining a type of complaint information based on the keywords of the complaint problem; the types of complaint information may include: the method comprises the following steps of no call, no signal all the time, no signal in the near term, weak signal, poor call quality, crosstalk, metallic sound, echo, frequent call drop, slow call connection, frequent call drop, no signal, no network access, slow network access, frequent network access drop, no use of specific service, poor perception of specific service and the like. According to the complaint information table, extracting signaling data associated with the user number from a signaling detection system; the signaling data mainly comprises: time interval, terminal number, terminal information, resident cell, service type, service perception information (including success or failure, delay condition, uplink and downlink rate, etc.), etc. The complaint information processing terminal extracts the resident cell in the signaling data, obtains information such as a cell name, LAC/CI, longitude and latitude information, resource configuration, neighbor cell information and the like related to the resident cell from a coverage information table preset by the resource management system based on the resident cell information, and generates a problem area coverage information table so as to determine the area where the abnormal terminal is located. Index data (namely first index data) of the abnormal terminal in the area is called from a telephone traffic network management system, whether the fault of the abnormal terminal has universality is judged through comparison of the first index data and a preset standard data range, and when the first index data is not in the preset standard data range, the performance of the area (specifically a cell) is abnormal, namely the fault of the abnormal terminal has universality. When the first index data is in the preset standard data range, it is indicated that the performance of the area (specifically, the cell) is not abnormal, and the fault of the abnormal terminal has specificity, and the index data of the same type of terminal in the same area or the index data of the same service type terminal in the same time period are further compared respectively, so that the fault of the abnormal terminal or the unavailability of the service provided by the service provider is determined. And further, generating fault information according to the fault type, feeding the fault information back to the customer service platform system, and feeding the fault information back to the terminal associated with the complaint information by the customer service platform system.
By adopting the technical scheme of the embodiment of the invention, the automatic extraction, automatic analysis and automatic reply of the complaint information are realized; by determining the problem area and determining the universality or specificity of the problem, the problem can be quickly diagnosed. Therefore, the manpower resource is greatly saved, the processing speed of the complaint information is improved, the problem that manual processing is prone to error is solved, and the user experience is improved.
Example two
The embodiment describes the complaint information processing method of the present invention in detail with reference to specific application scenarios. FIG. 3 is a flowchart illustrating a complaint information processing method according to a second embodiment of the invention; as shown in fig. 3, the method includes:
step 301, complaint work order extraction.
In this example, the extraction of the complaint worksheet from the complaint worksheet system showed that the user 138 was slow to surf the web near the sand country government for about 6 months, 12 days, and 19 days.
Step 302, complaint information extraction.
Specifically, extracting the complaint information of the complaint work order includes: the user number 138 is 5945, the complaint period 6, 12, 19, the complaint area is near the sandy county of the cloudy district of the Guiyang city of the complaint area, and the keyword "slow to surf the internet" is extracted.
And step 303, complaint work order classification.
Here, the keyword "internet surfing slow" is extracted according to the complaint information, and the type of the complaint information is the "internet surfing slow" type.
And step 304, extracting signaling data.
Here, depending on the type of the complaint information, the signaling data of the subscriber number "138 × 5945" from day 18 to day 20 at 12 th 6 th may be extracted from the signaling monitoring platform, and the signaling data mainly includes: the time interval of the internet, the number, the terminal information, the resident cell of the internet, the type of the service used, the perception information (success or not, time delay condition, uplink and downlink speed condition, etc.) when the service is used, etc. form a signaling data table.
And step 305, generating problem area coverage information.
And here, positioning the problem signaling node and extracting the cell information attached to the problem signaling node by combining the comprehensive download rate of the user number in the time period from 18 hours to 20 hours. Referring to a coverage information table preset in the resource management system, wherein the coverage information table comprises: cell name, LAC/CI, longitude and latitude, resource configuration, adjacent cell information and the like; and automatically generating a problem area coverage information table comprising a user attached cell (1BY _ Sa Wen county _ G-2) and cells within 300 meters of the attached cell based on the extracted cell information and the coverage information table. The problem area coverage information table directly presents resource configuration conditions, average level values, interference conditions, adjacent cell configuration relations and the like of the problem cells.
And step 306, judging the universality of the problem.
Here, index data (traffic performance data and alarm information) of all cells in the problem area coverage information table are extracted from the traffic network management system, and analysis of the data shows that a situation that channel integrity is insufficient when 19 is present in a user main attached cell (1BY _ sandwiches government _ G-2), PDTCH reusability is 6, downlink EGPRS throughput is 60.34Kbps, and transmission of an alarm is always started from 18 hours to 55 hours. And continuously comparing the index data of the cell for 7 days, and finding that the indexes are at normal level in the rest time periods. Whereas the performance indicator data of other cells adjacent to said attachment cell are at a normal level. Therefore, the complaint problem can be judged to be universal and is a network problem.
Step 307, question feedback.
Here, the complaint information processing terminal feeds back "problem period cell performance index and warning information of 1BY _ sandwiches government _ G-2" to the operation and maintenance center based on the type of failure.
Step 308, the user replies.
Here, the complaint information processing terminal forms the problem conclusion into a user common language and feeds the user common language back to the customer service platform system. The feedback content may be "the reason that the user is slow to get on the internet is that the 1BY _ sandwiches government _ G-2 cell has a base station failure and is handling".
By adopting the technical scheme of the embodiment of the invention, the automatic extraction, automatic analysis and automatic reply of the complaint information are realized; by determining the problem area and determining the universality or specificity of the problem, the problem can be quickly diagnosed. Therefore, the manpower resource is greatly saved, the processing speed of the complaint information is improved, the problem that manual processing is prone to error is solved, and the user experience is improved.
EXAMPLE III
The embodiment of the invention also provides a complaint information processing device. FIG. 4 is a schematic diagram of a configuration of a complaint information processing apparatus according to an embodiment of the invention; as shown in fig. 4, the apparatus includes: a determination unit 41, a data calling unit 42, a judgment unit 43, and a feedback unit 44; wherein,
the determining unit 41 is configured to obtain complaint information of a terminal, and determine a type of the complaint information; further for determining a first area and a first time period based on the complaint information;
the data calling unit 42 is configured to call first index data of the terminal associated with the type of the complaint information in the first area within the first period determined by the determining unit 41; the first area is an area where an abnormal terminal aimed at by the complaint information is located; the first time interval is a time range in which the abnormal terminal is abnormal;
the determining unit 43 is configured to determine whether the first index data called by the data calling unit 42 meets a preset standard data range, so as to obtain a first determination result; when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone;
the feedback unit 44 is configured to generate reply information based on the first failure type determined by the determining unit 43, and send the reply information to the terminal.
The determining unit 41 is configured to obtain and analyze complaint information, and extract a keyword in the complaint information; the keywords at least include: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals; determining a type of the complaint information based on the keyword.
Further, the determining unit 41 is configured to obtain, based on the time period when the problem in the keyword occurs and the number of the abnormal terminal, measurement data of the number of the abnormal terminal in the time period when the problem occurs; and determining a first area based on the cell information and/or the latitude and longitude information in the measurement data.
As a second implementation manner of this embodiment, the invoking unit is further configured to, when the first determination result obtained by the determining unit 43 is that the first index data meets a preset standard data range, invoke second index data of other terminals of the same type as the abnormal terminal in the first area in the first period;
correspondingly, the determining unit 43 is further configured to determine whether the second index data called by the calling unit meets a preset standard data range, and obtain a second determination result; when the second judgment result is that the second index data does not meet a preset standard data range, determining that the abnormal terminal is in a second fault type; and the second fault type represents the self fault of the terminal.
As a third implementation manner of this embodiment, the complaint information includes a service type; the invoking unit is further configured to invoke third index data of other terminals using the service type in the first area in the first period when the second determination result obtained by the determining unit 43 is that the second index data meets a preset standard data range;
correspondingly, the determining unit 43 is further configured to determine whether the third index data called by the calling unit meets a preset standard data range, so as to obtain a third determination result; when the third judgment result shows that the third index data do not meet the preset standard data range, determining that the abnormal terminal is in a third fault type; the third fault type characterizes a fault of the service provider.
As another embodiment, the feedback unit 44 is further configured to generate fault information after the determining unit 43 determines that the abnormal terminal is in the first fault type, or determines that the abnormal terminal is in the second fault type, or determines that the abnormal terminal is in the third fault type, and feed back the fault information to the maintenance terminal matched with the first fault type, or the second fault type, or the third fault type, so as to solve the fault problem based on the fault information.
Those skilled in the art should understand that the functions of each processing unit in the complaint information processing apparatus according to the embodiment of the present invention can be understood by referring to the description of the complaint information processing method, and each processing unit in the complaint information processing apparatus according to the embodiment of the present invention can be realized by an analog circuit that realizes the functions described in the embodiment of the present invention, or by running software that executes the functions described in the embodiment of the present invention on an intelligent terminal.
In this embodiment, the complaint information processing apparatus may be implemented by a server in actual application; the determination Unit 41, the data calling Unit 42, the determination Unit 43, and the feedback Unit 44 in the complaint information Processing apparatus can be realized by a Central Processing Unit (CPU), a Digital Signal Processor (DSP), or a Programmable Gate Array (FPGA) in the complaint information Processing apparatus in practical applications.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of a hardware embodiment, a software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the scope of the present invention.
Claims (12)
1. A complaint information processing method characterized by comprising:
obtaining complaint information of a terminal, and determining the type of the complaint information;
determining a first area and a first period based on the complaint information, and calling first index data of an abnormal terminal associated with the type of the complaint information in the first area in the first period; the first area is an area where the abnormal terminal is attached; the first time interval is a time range in which the abnormal terminal is abnormal;
judging whether the first index data meet a preset standard data range or not, and obtaining a first judgment result;
when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone;
and generating reply information based on the first fault type, and sending the reply information to the terminal.
2. The method according to claim 1, wherein when the first determination result is that the first index data satisfies a preset standard data range, the method further comprises:
calling second index data of other terminals of the same type as the abnormal terminal in the first area in the first period;
judging whether the second index data meet a preset standard data range or not, and obtaining a second judgment result;
when the second judgment result is that the second index data does not meet a preset standard data range, determining that the abnormal terminal is in a second fault type; and the second fault type represents the self fault of the terminal.
3. The method of claim 2, wherein the complaint information includes a type of service; when the second judgment result is that the second index data meets a preset standard data range, the method further comprises:
calling third index data of other terminals using the service type in the first area in the first period;
judging whether the third index data meet a preset standard data range or not, and obtaining a third judgment result;
when the third judgment result shows that the third index data do not meet the preset standard data range, determining that the abnormal terminal is in a third fault type; the third fault type characterizes a fault of the service provider.
4. The method of claim 1, wherein the obtaining of the complaint information of the terminal and the determining of the type of the complaint information comprise:
the method comprises the steps of obtaining and analyzing complaint information, and extracting keywords in the complaint information; the keywords at least include: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals;
determining a type of the complaint information based on the keyword.
5. The method of claim 4, wherein the determining a first area based on the complaint information comprises:
acquiring measurement data of the number of the abnormal terminal in the time period of the problem on the basis of the time period of the problem in the keyword and the number of the abnormal terminal;
and determining a first area based on the cell information and/or the latitude and longitude information in the measurement data.
6. The method according to claim 1, 2 or 3, wherein after determining that the abnormal terminal is of a first fault type, or determining that the abnormal terminal is of a second fault type, or determining that the abnormal terminal is of a third fault type, the method further comprises:
and generating fault information, and feeding the fault information back to the maintenance terminal matched with the first fault type, the second fault type or the third fault type so as to solve the fault problem based on the fault information.
7. A complaint information processing apparatus characterized by comprising: the device comprises a determining unit, a data calling unit, a judging unit and a feedback unit; wherein,
the determining unit is used for acquiring the complaint information of the terminal and determining the type of the complaint information; further for determining a first area and a first time period based on the complaint information;
the data calling unit is used for calling first index data of the terminal, which is associated with the type of the complaint information in the first area in the first period determined by the determining unit; the first area is an area where an abnormal terminal aimed at by the complaint information is located; the first time interval is a time range in which the abnormal terminal is abnormal;
the judging unit is used for judging whether the first index data called by the data calling unit meets a preset standard data range or not to obtain a first judgment result; when the first judgment result shows that the first index data do not meet the range of the preset standard data, determining that the abnormal terminal is in a first fault type based on the first index data; the first fault type is a fault associated with the first zone;
and the feedback unit is used for generating reply information based on the first fault type determined by the judging unit and sending the reply information to the terminal.
8. The apparatus according to claim 7, wherein the invoking unit is further configured to invoke second index data of other terminals of the same type as the abnormal terminal in the first area within the first period when the first determination result obtained by the determining unit is that the first index data satisfies a preset standard data range;
correspondingly, the determining unit is further configured to determine whether the second index data called by the calling unit meets a preset standard data range, and obtain a second determination result; when the second judgment result is that the second index data does not meet a preset standard data range, determining that the abnormal terminal is in a second fault type; and the second fault type represents the self fault of the terminal.
9. The apparatus of claim 8, wherein the complaint information comprises a type of service; the calling unit is further configured to call third index data of other terminals using the service type in the first area in the first period when the second judgment result obtained by the judging unit is that the second index data meets a preset standard data range;
correspondingly, the judging unit is further configured to judge whether the third index data called by the calling unit meets a preset standard data range, and obtain a third judgment result; when the third judgment result shows that the third index data do not meet the preset standard data range, determining that the abnormal terminal is in a third fault type; the third fault type characterizes a fault of the service provider.
10. The device of claim 7, wherein the determining unit is configured to obtain and analyze the complaint information, and extract a keyword in the complaint information; the keywords at least include: complaint questions, time periods when the questions appear, areas where the questions are generated, and numbers of abnormal terminals; determining a type of the complaint information based on the keyword.
11. The apparatus according to claim 10, wherein the determining unit is configured to obtain measurement data of the number of the abnormal terminal in the period of the problem occurrence based on the period of the problem occurrence in the keyword and the number of the abnormal terminal; and determining a first area based on the cell information and/or the latitude and longitude information in the measurement data.
12. The apparatus according to claim 7, 8 or 9, wherein the feedback unit is further configured to generate fault information after the determination unit determines that the abnormal terminal is of a first fault type, or determines that the abnormal terminal is of a second fault type, or determines that the abnormal terminal is of a third fault type, and feed the fault information back to a maintenance terminal matched with the first fault type, or the second fault type, or the third fault type, so as to solve a fault problem based on the fault information.
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| CN106714228A (en) * | 2016-12-29 | 2017-05-24 | 普天信息工程设计服务有限公司 | Client side and method for automatically acquiring network complaint information, and processing and analyzing systems |
| CN108989075A (en) * | 2017-06-05 | 2018-12-11 | 中国移动通信集团广东有限公司 | A kind of network failure locating method and system |
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| CN110769497A (en) * | 2018-07-24 | 2020-02-07 | 中国移动通信集团浙江有限公司 | Complaint hotspot generation method and device of wireless network |
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| CN109005556B (en) * | 2018-07-24 | 2021-05-25 | 武汉虹信技术服务有限责任公司 | 4G network quality optimization method and system based on user call ticket |
| CN110769497B (en) * | 2018-07-24 | 2021-05-11 | 中国移动通信集团浙江有限公司 | Complaint hotspot generation method and device of wireless network |
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| CN109640266B (en) * | 2018-12-07 | 2021-05-14 | 中通服创发科技有限责任公司 | Communication fault reason judgment method and device and computer readable storage medium |
| CN109640266A (en) * | 2018-12-07 | 2019-04-16 | 创发科技有限责任公司 | Communication failure reason judgment method, device and computer readable storage medium |
| CN111325561A (en) * | 2018-12-14 | 2020-06-23 | 中国移动通信集团北京有限公司 | Intelligent complaint processing method and device, electronic equipment and storage medium |
| CN111368859A (en) * | 2018-12-25 | 2020-07-03 | 中国移动通信集团浙江有限公司 | Complaint early warning processing method and device |
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| CN110378712A (en) * | 2019-07-26 | 2019-10-25 | 上海秒针网络科技有限公司 | A kind of complaint handling method and device |
| CN110856203A (en) * | 2019-11-19 | 2020-02-28 | 中国联合网络通信集团有限公司 | Terminal network diagnosis method and system |
| CN110856203B (en) * | 2019-11-19 | 2023-04-28 | 中国联合网络通信集团有限公司 | Terminal network diagnosis method and system |
| CN110913455A (en) * | 2019-11-27 | 2020-03-24 | 维沃移动通信有限公司 | Method for forbidding abnormal cell, electronic equipment and server |
| CN111130855A (en) * | 2019-12-05 | 2020-05-08 | 中国联合网络通信集团有限公司 | Problem positioning method and device |
| CN111130855B (en) * | 2019-12-05 | 2022-08-12 | 中国联合网络通信集团有限公司 | Problem positioning method and device |
| CN112884512A (en) * | 2021-02-19 | 2021-06-01 | 深圳捷创电子科技有限公司 | Method, system, electronic equipment and storage medium for automatically feeding back customer complaint information |
| CN114158082A (en) * | 2021-11-15 | 2022-03-08 | 中国联合网络通信集团有限公司 | Mobile network complaint information processing method, device and equipment |
| CN114158082B (en) * | 2021-11-15 | 2023-07-18 | 中国联合网络通信集团有限公司 | Mobile network complaint information processing method, device and equipment |
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