CN110337118A - Customer complaint immediate processing method and device - Google Patents
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Abstract
The present invention provides a kind of customer complaint immediate processing method and devices, are related to field of communication technology, and user can be guided to export crucial calling information, be effectively treated, information record accuracy is improved, reduce complaint handling duration.Wherein, this method comprises: sending calling information blank table to user equipment；It receives user equipment to instruct the filling of calling information blank table, filling obtains calling information table；The table is acquired to obtain calling information；Localization process is carried out to calling information using analysis model, obtains complaint problem；Complaint problem is matched with the network problem of user equipment coverage cell；If successful match, complaint problem transmission maintenance centre is subjected to maintenance processing, processing result is fed back into user equipment；Otherwise complaint problem is sent into expert center and carries out case study and generate analysis as a result, and maintenance centre to carry out to treated that processing result is sent to user equipment to analysis result.It is mainly used for quickly and effectively handling customer complaint.
Description
Technical Field
The invention relates to the technical field of communication, in particular to a method and a device for quickly processing user complaints.
Background
With the rapid development of internet technology, mobile network users increase year by year, the total number of global mobile network users reaches 17 hundred million at present, and the number of global mobile network users increases to 50 hundred million by 2030 according to the forecast of the national science foundation. Complaint handling is an important interface between communication carriers and customers, and the quality of service directly affects the user experience and the brand public praise of the communication carriers. Along with the rapid iteration of the mobile network, the complexity of the operator network is increased, the complaint proportion of the mobile network user is continuously increased, and the current network complaint handling team faces huge challenges due to the acceptance and analysis of a large number of complaints.
At present, when a user complains about a mobile network problem through a telephone channel or an internet channel, a customer service representative accepts the problem, and after a primary conclusion is obtained through simple analysis, the problem is explained with the user on line, the user accepts the problem and then closes a loop, otherwise, the user sends the problem to a network technical department for processing, the network technical department solves the problem and then feeds back the problem, and the customer service representative communicates with the user, so that the user can perceive and judge the solution condition of the complaint. The existing complaint flow needs to be analyzed and circulated for multiple times, so that the complaint processing time is long, all links need manual intervention, the problems of complaint retention and low accuracy of information recording exist, and the user experience is influenced.
Disclosure of Invention
In view of the above, an object of the present invention is to provide a method and an apparatus for quickly processing a user complaint, which can guide a user to correctly output key complaint information and effectively process the key complaint information, thereby improving the accuracy of information recording, reducing the time for processing the user complaint, and saving the labor cost.
In a first aspect, an embodiment of the present invention provides a method for quickly processing a user complaint, where the method includes: sending a complaint information blank table to user equipment; receiving a filling instruction input by user equipment for an information acquisition item of a complaint information blank table, and filling the complaint information blank table according to the filling instruction to obtain the complaint information table; information acquisition is carried out on the information acquisition items of the complaint information table to obtain complaint information; positioning the complaint information by using a preset analysis model to obtain a complaint problem; matching the complaint problem with a network problem which is obtained in advance and corresponds to a coverage cell corresponding to the user equipment; if the matching is successful, the complaint problem is sent to a maintenance center for maintenance processing, and a processing result generated by the maintenance center is sent to the user equipment; otherwise, the complaint problem is sent to the expert center for problem analysis to generate an analysis result, and the processing result obtained after the maintenance center performs maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
In a second aspect, an embodiment of the present invention provides an apparatus for quickly processing a user complaint, where the apparatus includes: the interactive module is used for sending a complaint information blank table to the user equipment; receiving a filling instruction of an information acquisition item of the complaint information blank table, which is input by user equipment; the filling module is used for filling the complaint information blank table according to the filling instruction received by the interaction module to obtain the complaint information table; the collection module is used for collecting information of the information collection items of the complaint information table generated by the filling module to obtain complaint information; the positioning module is used for positioning the complaint information generated by the acquisition module by using a preset analysis model to obtain a complaint problem; the matching module is used for matching the complaint problem generated by the positioning module with the network problem which is obtained in advance and corresponds to the coverage cell corresponding to the user equipment; the maintenance feedback module is used for sending the complaint problems generated by the positioning module to a maintenance center for maintenance processing if the matching is successful, and sending the processing results generated by the maintenance center to the user equipment through the interaction module; otherwise, the complaint problem generated by the positioning module is sent to an expert center for problem analysis, an analysis result is generated, and a processing result obtained after the maintenance center carries out maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
In a third aspect, an embodiment of the present invention provides a device for quickly processing a user complaint, where the device includes: one or more processors; the processor is used for executing computer program codes in the memory, and the computer program codes comprise instructions and instruction codes, so that the user complaint rapid processing device executes the user complaint rapid processing method in the first aspect.
In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, which includes instructions that, when executed on a computer, cause the computer to execute the method for quickly processing a user complaint according to the first aspect.
In a fifth aspect, an embodiment of the present invention provides a computer program product, where the computer program product includes instruction codes, and the instruction codes are used to execute the method for quickly processing a user complaint according to the first aspect.
The embodiment of the invention provides a method and a device for quickly processing user complaints, wherein the method comprises the following steps: sending a complaint information blank table to user equipment; receiving a filling instruction input by user equipment for an information acquisition item of a complaint information blank table, and filling the complaint information blank table according to the filling instruction to obtain the complaint information table; information acquisition is carried out on the information acquisition items of the complaint information table to obtain complaint information; positioning the complaint information by using a preset analysis model to obtain a complaint problem; matching the complaint problem with a network problem corresponding to a coverage cell corresponding to the pre-acquired user equipment; if the matching is successful, the complaint problem is sent to a maintenance center for maintenance processing, and a processing result generated by the maintenance center is sent to the user equipment; otherwise, the complaint problem is sent to the expert center for problem analysis to generate an analysis result, and the processing result obtained after the maintenance center performs maintenance processing on the analysis result generated by the expert center is sent to the user equipment. The embodiment of the invention guides the user to correctly output the key complaint information by using the information acquisition items in the complaint information blank table, improves the accuracy of information recording, positions the complaint problem by using a preset analysis model, matches the complaint problem with the network problem actually existing in the cell where the user is located, successfully matches the complaint problem with the network problem, performs problem analysis by using a maintenance center, if the matching is unsuccessful, performs problem analysis by using an expert center, then sends the obtained analysis result to the maintenance center, performs maintenance processing on the analysis result by the maintenance center, and then feeds the processing result back to the user equipment.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention as set forth above.
In order to make the aforementioned and other objects, features and advantages of the present invention comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the embodiments or the technical solutions in the prior art are briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained by those skilled in the art without creative efforts.
Fig. 1 is a schematic structural diagram of a system for quickly processing a customer complaint according to an embodiment of the present invention;
fig. 2 is a flowchart of a method for quickly processing a user complaint according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating locating complaint information to obtain a complaint problem according to an embodiment of the present invention;
FIG. 4 is a flow chart of matching complaint problems according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a cell coverage according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram of a coverage cell corresponding to a user according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram of a device for quickly processing a customer complaint according to an embodiment of the present invention;
fig. 8 is a schematic structural diagram of another apparatus for quickly processing a customer complaint according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is apparent that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Because all links in the existing method for processing the user complaint need manual intervention, and the problems of inaccurate information recording, retention of the complaint information and long complaint time influence on user perception exist.
Referring to a schematic structural diagram of a user complaint rapid processing system shown in fig. 1, the system includes a user equipment, a user complaint rapid processing device, a maintenance center and an expert center, when a user needs to complain, the user equipment receives a complaint information blank table sent by the user complaint rapid processing device, the user can fill out a complaint requirement more accurately under the guidance of the complaint information blank table, then the user complaint rapid processing device processes the complaint information table filled by the user to determine a complaint problem, matches the complaint problem with a network problem existing in a cell where the user is located, if the matching is successful, the complaint problem is sent to the maintenance center for maintenance processing, otherwise, the expert center performs problem analysis to obtain an analysis result, then the maintenance center performs maintenance processing on the analysis result, and finally the user complaint rapid processing device feeds back a processing result generated by the maintenance center to the user, the expert center can also carry out maintenance guidance on the maintenance center, so that the maintenance center can better maintain and solve the complaint problem.
Based on the above system for quickly processing a user complaint, referring to fig. 2, an embodiment of the present invention provides a method for quickly processing a user complaint, which includes the following specific steps:
step S201, sending a complaint information blank table to the user equipment.
The complaint information blank table is used for guiding a user to input key complaint information more accurately, the user can reflect the complaint requirement of the user by filling in the information acquisition items in the complaint information blank table, manual recording is not needed, and the information recording accuracy is improved.
The complaint information blank table is provided with information acquisition items of network related problems which are designed in advance and possibly complained by a user, and the complaint information blank table is explained in detail by taking a table 1, a table 2 and a table 3 as examples, wherein the table 1 is a basic information table; table 2 is a call problem table; table 3 is a table of internet access problems.
The basic information in table 1 includes question time, complaint location, complaint question type (call/internet access/both), whether the same situation occurs in the surrounding users (yes/no), whether the replacement terminal is normal (yes/no), and whether the replacement SIM card is normal (yes/no); the problem time can automatically acquire the current complaint time, and if the user feels that the current automatically acquired time is inaccurate, the complaint time can be corrected; the complaint position can also be automatically obtained according to a user equipment positioning system, and if the user feels inaccurate, the complaint position can also be corrected; the complaint question types comprise calling and surfing, a user selects whether calling is problematic or network is problematic or both are problematic according to actual conditions, if calling is problematic, the table 2 needs to be filled, the table 3 can be not filled, if network is problematic, the table 3 is filled, the table 2 can be not filled, if both are problematic, the table 2 and the table 3 need to be filled, and the user completes filling of the table 1 under the guidance of the information in the table 1 according to the actual conditions.
TABLE 1 basic information Table
The call problems in table 2 include problem phenomena (unclear voice/single-pass/dropped call), problem duration (0-7 days/8-30 days/30 days or more), network signal strength (good/medium/bad), network type (2G/3G), whether a specific problem (yes/no), whether a call is conducted through an abnormal channel (yes/no); the user completes the filling of the table 2 under the guidance of the information in the table 2 according to the actual call problem of the user.
TABLE 2 Call question Table
The network problems in table 3 include problem phenomena (slow/impossible access to the internet), problem duration (0-7 days/8-30 days/30 days or more), network time characteristics (specific time/whole day), network signal strength (good/medium/poor), network format (2G/3G/4G), whether a software or web problem is specific (yes/no); the user completes the filling of the table 3 under the guidance of the information in the table 3 according to the actual network problem of the user.
Table 3 network problem table
When the complaint information blank table is sent to the user equipment, the three tables can be simultaneously sent to the user equipment at one time, the user equipment completes filling according to the actual situation of the user equipment, or the table 1 can be sent to the user firstly, when the complaint problem type of the user is determined to be calling or surfing the internet or both the types of the complaint problem and the internet, the corresponding table is sent to the user equipment, the user can complete filling of the table, and the user only receives the table corresponding to the complaint problem type for filling, so that the user experience is improved.
When the information acquisition items in the complaint information blank table are designed, the information acquisition items can be designed according to the actual network operation condition, and are not limited to the tables 1, 2 and 3 mentioned in the embodiment of the invention; the complaint information blank table can be a unified table for all users, and can also be designed for specific users, so that the complaint information blank table can better meet the requirements of the users.
When the complaint information blank table is sent to the user equipment, the complaint information blank table which is stored in advance can be sent to the user, the complaint information blank table which is generated in real time can be sent to the user, and the complaint information blank table can be updated, so that the complaint requirements of the user can be better met, and the related network problems which the user wants to complain can be better known.
The method of the information complaint table is adopted to replace manual recording, the complaint processing time and the labor cost are reduced, the accuracy of information recording can be improved, the statistical analysis of the complaints of the users at the later stage is facilitated, the quick complaint processing device of the users is improved better according to the analysis result, the quick complaint processing device of the users can be better served for the users, and the network planning and coverage can be improved by a network operator according to the analysis result.
Step S202, receiving a filling instruction input by user equipment for the information acquisition items of the complaint information blank table, and filling the complaint information blank table according to the filling instruction to obtain the complaint information table.
And after the complaint information blank table is sent to the user equipment, receiving a filling instruction sent by the user equipment, and filling the complaint information blank table according to the filling instruction to obtain the complaint information table.
In order to more accurately obtain the problem that the user wants to complain and avoid inaccurate problem description caused by missing filling and wrong filling in the filling process of the user, the filled complain information table can be verified, and the next operation can be carried out only if the complain information table passes the verification, so that the accuracy of the complain information table is guaranteed.
When the complaining information table is verified, if the complaining information table passes the verification, the complaining information table is processed in the next step; if the verification fails, sending a command for correcting the complaint information table to the user equipment, wherein the command for correcting the complaint information table comprises an item with a null filling value of an information acquisition item in the complaint information table; and then receiving a modification instruction sent by the user equipment, filling the item with the empty filling value of the information acquisition item in the complaint information table according to the modification instruction, and re-verifying the complaint information table after modification until the complaint information table passes the verification.
And step S203, collecting information of the information collection items of the complaint information table to obtain complaint information.
The effective complaint information in the complaint information table is collected, the worthless information is removed, and the network problem which the user wants to complain can be accurately positioned according to the effective complaint information in the later period.
And step S204, positioning the complaint information by using a preset analysis model to obtain a complaint problem.
Pre-building an analysis model, wherein the analysis model comprises a first matrix, a second matrix and a third matrix in the same coordinate system; the first matrix comprises network phenomena corresponding to the network problems; the second matrix comprises weighted values of network phenomena corresponding to the network problems; the third matrix contains network problems.
And performing similarity calculation on the current complaint information and a plurality of network problems of the network problem matrix by using a K-nearest classification algorithm through an analysis model, and positioning the network problem with the highest similarity as the complaint problem corresponding to the current complaint information.
The positioning process is shown in fig. 3, and specifically includes:
and S301, generating a user complaint vector in a standard format according to the complaint information.
Setting a user complaint vector to ajJ-th item information indicating complaint information;
setting the first matrix as:
setting the second matrix as:
setting the third matrix as:
wherein,xjindicating a network problem ciNetwork phenomena generatedThe jth question of (1); w is ai＝(y1 ... yj... yk)，yjIndicating a network problem ciNetwork phenomena generatedThe weight of the jth question of (1) is taken as [0,1 ]]。
Step S302, a K nearest neighbor classification algorithm is used for calculating the distance between the user complaint vector, the first matrix and the second matrix to obtain a plurality of distance values.
The core idea of the K-nearest neighbor classification algorithm is that if most of K nearest neighbor samples of a sample in the feature space belong to a certain class, the sample also belongs to the class and has the characteristics of the sample on the class. The method only determines the category of the sample to be classified according to the category of the nearest sample or samples in the determination of classification decision. The K-nearest neighbor classification algorithm is only related to a very small number of neighboring samples at the time of class decision. Since the K-nearest neighbor classification algorithm mainly determines the class by the limited neighboring samples around, rather than by the method of distinguishing the class domain, the K-nearest neighbor classification algorithm is more suitable than other methods for the sample sets to be classified with more class domain intersections or overlaps.
Adopting a K nearest classification algorithm, and utilizing the following formula to complain vectors to usersRespective network phenomena in the first matrixWith the weight value w of each network phenomenon in the second matrixi(wherein i is more than or equal to 1 and less than or equal to n) to obtain a plurality of distance values si：
The smaller the distance value is, the more likely the current user complaint vector is caused by the network problem corresponding to the current network phenomenon.
Step S303, calculating the probability of the complaint vectors of the users under different network problems in the third matrix according to the plurality of distance values, and determining the network problem corresponding to the maximum probability as the complaint problem.
Summing the plurality of distance values to obtain S ═ Σ Si(ii) a Calculating the complaint vector of the current user under different networks by using the following formulaProbability p ofi：
Determining a probability maximum pm＝max(p1 … pn) (ii) a Maximum value p of probabilitymCorresponding network problem cmAnd positioning the complaint question corresponding to the current complaint information.
Vector in the first matrixAnd weight values w in the second matrixiAnd the dimension is increased or reduced according to the actual requirement in the actual processing process.
The above steps S301 to S303 are to describe the complaint problem positioning process in detail, and the following description continues to describe a specific processing procedure of the quick user complaint processing method.
Step S205, matching the complaint problem with a network problem corresponding to a coverage cell corresponding to the user equipment acquired in advance.
The specific matching process is shown in fig. 4, and includes:
step S401, obtaining a coverage cell corresponding to the user equipment according to a pre-created cell coverage layer and a complaint position in the complaint information.
According to the existing network base station ledger, a cell coverage map layer shown in fig. 5 is created, and a coverage cell corresponding to the user equipment is determined according to the complaint position in the complaint information, as shown in fig. 6, the coverage cell corresponding to the user a can be known as a cell a2, a cell B1, and a cell C3 according to the complaint position of the user a.
Step S402, inquiring a pre-collected network problem list to obtain the network problem corresponding to the coverage cell.
Network information such as the alarm, traffic, channel quality, Measurement Report (MR) coverage and the like of the existing network cells are collected from a network management platform, the network operation state of each cell is obtained, and the cells with network problems are arranged into a list as shown in the following table 4.
Table 4 network problem list
By querying the network problem list, the network problems existing in the coverage cells corresponding to the ue can be obtained, as shown in table 5, after querying, the coverage cells a2, B1, and C3 corresponding to the ue a in step S401 have the network problems described in table 5.
Table 5 overlay cell network run list
Note: PRB: physical resource block, physical resource block; RRC: radio Resource Control, Radio Resource Control.
Step S403, matching the complaint problem with the network problem corresponding to the coverage cell.
The above steps S401 to S403 are processing procedures for matching the complaint problem obtained by positioning, and then processing procedures of the quick complaint handling method for the user are described continuously.
Step S206, determining whether the matching is successful, if so, executing step S207, otherwise, executing step S208.
Matching the complaint problem obtained by positioning with the network problem corresponding to the coverage cell, such as: the complaint problem obtained by positioning is an alarm (broken link), and after being inquired, the network problem of the alarm (broken link) exists in the coverage cell A2 corresponding to the user equipment, the matching is considered to be successful, and if the complaint problem obtained by positioning does not find the matching in the network problems existing in the coverage cell corresponding to the user equipment, the matching is considered to be unsuccessful.
Step S207, sending the complaint problem to a maintenance center for maintenance, and sending a processing result generated by the maintenance center to the user equipment.
And S208, sending the complaint problem to an expert center for problem analysis to generate an analysis result, and sending a processing result obtained by the maintenance center performing maintenance processing on the analysis result generated by the expert center to the user equipment.
And if the matching is successful, sending the complaint problem to a maintenance center, performing maintenance processing on the network problem corresponding to the current complaint problem by the maintenance center, then sending a processing result to the user equipment, informing the user that the maintenance processing of the current complaint is completed, and checking the processing result.
If the matching is unsuccessful, it is indicated that the complaint problem obtained by the current positioning is not in the known network problem of the corresponding coverage cell, the problem analysis of the current complaint problem needs to be carried out by the expert center, the reason of the current complaint problem is analyzed, the analysis result is obtained, then the expert center sends the analysis result to the maintenance center, the maintenance center carries out maintenance processing on the analysis result, a processing result is obtained, and the user complaint rapid processing device feeds the processing result back to the user equipment so that the user can know the complaint processing condition.
After receiving the processing result, the user equipment judges whether the problem of the complaint is solved or not by combining the network condition of the user equipment, if the processing result is not satisfactory, the user equipment can also send an instruction which is not satisfactory to the processing result, when the instruction which is not satisfactory to the processing result and sent by the user equipment is received, the positioning of the complaint problem is possibly not accurate enough, and the network problem of the user is not actually solved, so that the complaint information table is directly sent to an expert center, the expert center carries out problem analysis on the complaint information table to obtain the actual network problem of the user equipment, then the maintenance center processes the actual network problem of the user equipment to obtain the processing result, and the user complaint rapid processing device feeds back the processing result to the user equipment.
The embodiment of the invention sends a complaint information blank table to user equipment, a user completes the filling of the complaint information blank table under the guidance of the complaint information blank table to obtain the complaint information table, the information recording accuracy is improved, the complaint information table is accurately positioned by utilizing a preset analysis model and a K nearest classification algorithm, then the positioned complaint problem is matched with the network problem existing in a cell where the user equipment is located, if the matching is successful, the complaint problem is handed to a maintenance center for processing, otherwise, the complaint problem is handed to an expert center for problem analysis and then is handed to the maintenance center for maintenance processing, finally, the processing result is fed back to the user equipment so that the user can obtain the processing result of the complaint, if the user is not satisfied with the processing result, the feedback of the dissatisfaction of the processing result can be initiated, and the user complaint rapid processing device directly hands the complaint information table of the user to the expert center for problem analysis, to give the user a satisfactory processing result.
In addition, in order to ensure the accuracy of locating the complaint problem, the quick complaint processing device of the user can also update the analysis model, and the specific updating mode comprises the following steps:
(1) and updating the analysis model when the complaint information table is sent to the expert center so that the expert center processes the complaint information table.
When the complaint information table is directly sent to the expert center by the user complaint rapid processing device, the complaint problem positioned by the user complaint rapid processing device is wrong, and the analysis model is problematic, so that the analysis model needs to be updated, the user complaint rapid processing device can better process the user complaint, and the user can obtain a satisfactory response.
When the analysis model is updated, the expert center sends the complaint information table of the user and an analysis result obtained after the complaint information table is subjected to problem analysis to the complaint quick processing device of the user, and the complaint quick processing device of the user updates the analysis model in a machine learning mode according to the complaint information table and the corresponding analysis result.
(2) And updating the analysis model when the problem positioning accuracy is determined to be lower than a preset threshold value according to the complaint problem and the statistical analysis result of the processing result corresponding to the complaint problem.
Evaluating the problem positioning accuracy rate according to the feedback of a user to a processing result, recording complaints obtained after analyzing and positioning a complaint information table each time and a processing result obtained after processing the complaints, recording the number of times of error judgment and the number of times of correct judgment of each type of network problems and user complaints when the judgment is correct, respectively calculating the problem positioning accuracy rate of each type of network networks, and if the problem positioning accuracy rate of the current network problem is lower than a preset threshold, updating parameters corresponding to the current network problem in a first matrix by using the following formula:
b[i]’＝b[i]*(1-p)+D[i]['right_item']*p；
wherein b [ i ]' represents the updated parameter; b [ i ] represents a parameter before update; p represents a preset correction step length; d [ i ] [ 'right _ item' ] represents the mean value of the parameters corresponding to the current network problem when the judgment is accurate.
When the analysis model is updated, the second matrix can be updated in addition to the first matrix, a period can be preset, the second matrix can be updated according to the period, the second matrix can be updated when the first matrix is updated every time, and the specific updating mode can be determined according to actual requirements.
In addition to determining whether to update the analysis model by using the preset threshold, the analysis model may also be determined by using a second threshold, where the first threshold is greater than or equal to the second threshold, the first threshold is a tolerable accuracy, and the second threshold is an intolerable accuracy, and once the problem location accuracy is found to be lower than the first threshold, the analysis model is updated by using the update formula, but after the analysis model is updated by using the update formula, the problem location accuracy is still reduced to be lower than the second threshold, and needs to be processed by an expert center, and the analysis model is updated by the expert center.
(3) And when the complaint problem is unsuccessfully matched and the complaint problem is sent to an expert center for problem analysis, updating the analysis model.
When the expert center receives the complaint problem, the problem analysis is carried out on the complaint problem to obtain an analysis result, and the complaint problem and the corresponding analysis result are sent to the user complaint rapid processing device, so that the user complaint rapid processing device updates the analysis model.
In addition, besides the processing of the complaints of the user and the updating of the analysis model, the embodiment of the invention can also track and monitor the processing process and feed back the complaints to the user equipment, so that the user can check the specific processing progress of the complaints and the user experience is improved.
According to the embodiment of the invention, the analysis model is updated, so that the complaint problem of the user can be more accurately positioned, the complaint of the user can be better solved, and the experience of the user is improved.
The embodiment of the present invention may perform the division of the functional modules on the rapid processing apparatus for user complaints according to the method embodiment, for example, each functional module may be divided corresponding to each function, or two or more functions may be integrated into one processing module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. It should be noted that, the division of the modules in the embodiment of the present invention is schematic, and is only a logic function division, and there may be another division manner in actual implementation.
In the case of adopting the functional modules divided corresponding to the respective functions, fig. 7 gives a schematic view of a possible structure of the rapid processing apparatus for user complaints related to the above embodiment.
As shown in fig. 7, the apparatus includes:
the interactive module 70 is used for sending a complaint information blank table to the user equipment; and receiving a filling instruction of the information acquisition items of the complaint information blank table, which is input by the user equipment.
And the filling module 71 is configured to fill the complaint information blank table according to the filling instruction received by the interaction module to obtain the complaint information table.
And the acquisition module 72 is configured to acquire information of the information acquisition items of the complaint information table generated by the filling module to obtain the complaint information.
And the positioning module 73 is configured to perform positioning processing on the complaint information generated by the acquisition module by using a preset analysis model, so as to obtain a complaint problem.
And a matching module 74, configured to match the complaint problem generated by the positioning module with a network problem corresponding to a coverage cell corresponding to the pre-obtained user equipment.
The maintenance feedback module 75 is configured to send the complaint problem generated by the positioning module to a maintenance center for maintenance processing if matching is successful, and send a processing result generated by the maintenance center to the user equipment through the interaction module; otherwise, the complaint problem generated by the positioning module is sent to an expert center for problem analysis, an analysis result is generated, and a processing result obtained after the maintenance center carries out maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
The apparatus further comprises a verification module 76, the verification module 76 being configured to: before information acquisition is carried out on the information acquisition items of the complaint information table, the complaint information table generated by the filling module is verified; when the verification fails, sending a command for correcting the complaint information table to the user equipment through the interaction module, wherein the command for correcting the complaint information table comprises an item with a null filling value of an information acquisition item in the complaint information table; and receiving a modification instruction sent by the user equipment by using the interaction module, filling the item with the empty filling value of the information acquisition item in the complaint information table by using the filling module according to the modification instruction, and re-verifying the modified complaint information table by using the verification module until the verification is passed.
Further, the analysis model preset in the positioning module 73 includes a first matrix, a second matrix and a third matrix in the same coordinate system; the first matrix comprises network phenomena corresponding to the network problems; the second matrix comprises weighted values of network phenomena corresponding to the network problems; the third matrix contains network problems; the positioning module 73 is specifically configured to: generating a user complaint vector in a standard format according to the complaint information generated by the acquisition module; calculating the distance among the user complaint vector, the first matrix and the second matrix by using a K nearest classification algorithm to obtain a plurality of distance values; and calculating the probability of the complaint vectors of the users under different network problems in the third matrix according to the plurality of distance values, and determining the network problem corresponding to the maximum value of the probability as the complaint problem.
Further, the matching module 74 is specifically configured to: obtaining a coverage cell corresponding to the user equipment according to a pre-established cell coverage layer and a complaint position in the complaint information generated by the acquisition module; inquiring a pre-collected network problem list to obtain network problems corresponding to the coverage cell; and matching the complaint problem generated by the positioning module with the network problem corresponding to the coverage cell.
The device also includes: when the interaction module receives an instruction which is sent by the user equipment and is unsatisfactory to the processing result, the complaint information table generated by the filling module is sent to the expert center, so that the expert center can analyze the problem of the complaint information table, the analysis result is generated, and the processing result obtained after the maintenance center performs maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
The apparatus further comprises an update module 77, the update module 77 being configured to: and when the complaint information table generated by the filling module is sent to the expert center so that the expert center processes the complaint information table, updating the analysis model.
The device also includes: and updating the analysis model when the positioning accuracy of the complaint problem is determined to be lower than a preset threshold value or the complaint problem is unsuccessfully matched and the complaint problem is sent to an expert center for problem analysis according to the complaint problem and the statistical analysis result of the processing result corresponding to the complaint problem.
The quick processing device for the user complaint provided by the embodiment of the invention has the same technical characteristics as the quick processing method for the user complaint provided by the embodiment of the method, so that the same technical problems can be solved, and the same technical effect can be achieved.
In the case of using an integrated module, an embodiment of the present invention provides another possible structure of the rapid user complaint processing apparatus according to the foregoing embodiment, for example, the rapid user complaint processing apparatus may include a processing module, a storage module, and a communication module; the processing module is used for controlling and managing the actions of the customer complaint rapid processing device, for example, the processing module is used for supporting the customer complaint rapid processing device to execute step S202, step S203, step S204, step S205, step S206, step S301, step S302, step S303 in fig. 3, step S401, step S402, step S403 in fig. 4 and/or other processes for the technology described herein. The communication module is configured to support communication between the user complaint rapid processing apparatus and other network entities, for example, support the user complaint rapid processing apparatus to execute step S201, step S207, and step S208 in fig. 2. And the storage module is used for storing the program codes and the data of the quick complaint processing device of the user.
When the processing module is implemented by a processor, the storage module is implemented by a memory, and the communication module is implemented by a communication interface, as shown in fig. 8, the apparatus for quickly processing a user complaint may include: at least one processor 11, a memory 12, a communication interface 13, and a communication bus 14.
The following specifically describes each constituent component of the rapid customer complaint processing apparatus with reference to fig. 8:
the processor 11 is a control center of the rapid customer complaint processing device, and may be a single processor or a collective term for a plurality of processing elements. For example, the processor 11 is a Central Processing Unit (CPU), and may be an Application Specific Integrated Circuit (ASIC), or one or more integrated circuits configured to implement embodiments of the present invention, such as: one or more Digital Signal Processors (DSPs), or one or more Field Programmable Gate Arrays (FPGAs).
In particular implementations, processor 11 may include one or more CPUs, such as CPU0 and CPU1 shown in FIG. 8, for example. Also, as an example, the user complaint rapid processing apparatus may include a plurality of processors, such as the processor 11 and the processor 15 shown in fig. 8. Each of these processors may be a Single-core processor (Single-CPU) or a Multi-core processor (Multi-CPU). A processor herein may refer to one or more devices, circuits, and/or processing cores for processing data (e.g., computer program instructions).
The memory 12 may be a read-only memory (ROM) or other type of static storage device that can store static information and instructions, a Random Access Memory (RAM) or other type of dynamic storage device that can store information and instructions, an electrically erasable programmable read-only memory (EEPROM), a compact disc read-only memory (CD-ROM) or other optical disk storage, optical disk storage (including compact disc, laser disc, optical disc, digital versatile disc, blu-ray disc, etc.), magnetic disk storage media or other magnetic storage devices, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by a computer, but is not limited to these. The memory 12 may be self-contained and coupled to the processor 11 via a communication bus 14. The memory 12 may also be integrated with the processor 11.
In a specific implementation, the memory 12 is used for storing data in the present invention and software programs for executing the present invention. Processor 11 may perform various functions of the rapid user complaint processing apparatus by running or executing software programs stored in memory 12 and calling up data stored in memory 12.
The communication interface 13 is any device, such as a transceiver, for communicating with other devices or communication networks, such as a Radio Access Network (RAN), a Wireless Local Area Network (WLAN), and the like. The communication interface 13 may include a receiving unit implementing a receiving function and a transmitting unit implementing a transmitting function.
The communication bus 14 may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an extended ISA (enhanced industry standard architecture) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 8, but this is not intended to represent only one bus or type of bus.
Through the above description of the embodiments, it is clear to those skilled in the art that, for convenience and simplicity of description, the foregoing division of the functional modules is merely used as an example, and in practical applications, the above function distribution may be completed by different functional modules according to needs, that is, the internal structure of the device may be divided into different functional modules to complete all or part of the above described functions.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described device embodiments are merely illustrative, and for example, the division of the modules or units is only one logical division, and there may be other divisions when actually implemented, for example, a plurality of modules or components may be combined or integrated into another device, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or modules, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may be one physical unit or a plurality of physical units, that is, may be located in one place, or may be distributed in a plurality of different places. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional modules in the embodiments of the present invention may be integrated into one processing module, or each of the modules may exist alone physically, or two or more modules are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode.
The method provided by the embodiment of the present invention may be implemented in whole or in part by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When loaded and executed on a computer, cause the processes or functions described in accordance with the embodiments of the invention to occur, in whole or in part. The computer may be a general purpose computer, a special purpose computer, a computer network, a network appliance, a terminal, or other programmable apparatus. The computer instructions may be stored on a computer readable storage medium or transmitted from one computer readable storage medium to another, for example, from one website, computer, server, or data center to another website, computer, server, or data center via wire (e.g., coaxial cable, fiber optic, Digital Subscriber Line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.). The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device, such as a server, a data center, etc., that incorporates one or more of the available media. The usable medium may be a magnetic medium (e.g., floppy disk, hard disk, magnetic tape), an optical medium (e.g., Digital Video Disk (DVD)), or a semiconductor medium (e.g., SSD), among others.
The above description is only an embodiment of the present invention, but the scope of the present invention is not limited thereto, and any changes or substitutions within the technical scope of the present invention are intended to be covered by the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the appended claims.
Claims (16)
1. A quick processing method for user complaints is characterized by comprising the following steps:
sending a complaint information blank table to user equipment;
receiving a filling instruction of the information acquisition item of the complaint information blank table, which is input by the user equipment, and filling the complaint information blank table according to the filling instruction to obtain the complaint information table;
acquiring information of the information acquisition items of the complaint information table to obtain complaint information;
positioning the complaint information by using a preset analysis model to obtain a complaint problem;
matching the complaint problem with a network problem which is obtained in advance and corresponds to a coverage cell corresponding to the user equipment;
if the matching is successful, sending the complaint problem to a maintenance center for maintenance processing, and sending a processing result generated by the maintenance center to the user equipment;
otherwise, the complaint problem is sent to an expert center for problem analysis, an analysis result is generated, and a processing result obtained after the maintenance center carries out maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
2. The method for rapidly processing the customer complaints according to claim 1, wherein before collecting information of the information collection items of the complaint information table, the method further comprises:
verifying the complaint information table;
when the verification fails, sending a command for correcting the complaint information table to the user equipment, wherein the command for correcting the complaint information table comprises an item with a null filling value of an information acquisition item in the complaint information table;
and receiving a modification instruction sent by the user equipment, filling the item with the empty filling value of the information acquisition item in the complaint information table according to the modification instruction, and re-verifying the complaint information table after modification until the complaint information table passes the verification.
3. The method according to claim 1, wherein the preset analysis model comprises a first matrix, a second matrix and a third matrix in the same coordinate system; the first matrix comprises network phenomena corresponding to network problems; the second matrix comprises weighted values of network phenomena corresponding to the network problems; the third matrix contains network problems;
the method comprises the following steps of utilizing a preset analysis model to position and process the complaint information to obtain the complaint problem, wherein the method comprises the following steps:
generating a user complaint vector in a standard format according to the complaint information;
performing distance calculation on the user complaint vector, the first matrix and the second matrix by using a K nearest neighbor classification algorithm to obtain a plurality of distance values;
and calculating the probability of the complaint vector of the user under different network problems in the third matrix according to the plurality of distance values, and determining the network problem corresponding to the maximum probability as the complaint problem.
4. The method according to claim 1, wherein the matching the complaint problem with a network problem corresponding to a coverage cell corresponding to the user equipment, which is obtained in advance, comprises:
obtaining a coverage cell corresponding to the user equipment according to a pre-established cell coverage layer and a complaint position in the complaint information;
inquiring a pre-collected network problem list to obtain a network problem corresponding to the coverage cell;
and matching the complaint problem with the network problem corresponding to the coverage cell.
5. The method for rapidly processing the customer complaint according to claim 1, further comprising:
when an instruction which is sent by the user equipment and is unsatisfactory to the processing result is received, the complaint information table is sent to the expert center, so that the expert center can analyze the problem of the complaint information table to generate an analysis result, and the processing result obtained after the maintenance center performs maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
6. The method for rapidly processing the customer complaint according to claim 5, further comprising:
and updating the analysis model when the complaint information table is sent to the expert center so that the expert center processes the complaint information table.
7. The method for rapidly processing the customer complaint according to claim 1, further comprising:
and updating the analysis model when the positioning accuracy of the complaint problem is determined to be lower than a preset threshold value or the complaint problem is unsuccessfully matched and the complaint problem is sent to the expert center for problem analysis according to the complaint problem and the statistical analysis result of the processing result corresponding to the complaint problem.
8. A rapid customer complaint processing apparatus, characterized in that the apparatus comprises:
the interactive module is used for sending a complaint information blank table to the user equipment; receiving a filling instruction of the information acquisition item of the complaint information blank table, which is input by the user equipment;
the filling module is used for filling the complaint information blank table according to the filling instruction received by the interaction module to obtain a complaint information table;
the collection module is used for collecting information of the information collection items of the complaint information table generated by the filling module to obtain complaint information;
the positioning module is used for positioning the complaint information generated by the acquisition module by using a preset analysis model to obtain a complaint problem;
the matching module is used for matching the complaint problem generated by the positioning module with a network problem which is obtained in advance and corresponds to a coverage cell corresponding to the user equipment;
the maintenance feedback module is used for sending the complaint problem generated by the positioning module to a maintenance center for maintenance processing if the matching is successful, and sending a processing result generated by the maintenance center to the user equipment through the interaction module; otherwise, the complaint problem generated by the positioning module is sent to an expert center for problem analysis, an analysis result is generated, and a processing result obtained after the maintenance center performs maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
9. The apparatus according to claim 8, further comprising a verification module, said verification module being configured to:
before information acquisition is carried out on the information acquisition items of the complaint information table, the complaint information table generated by the filling module is verified;
when the verification fails, sending a command for correcting the complaint information table to the user equipment through the interaction module, wherein the command for correcting the complaint information table comprises an item with a null filling value of an information acquisition item in the complaint information table;
and receiving a modification instruction sent by the user equipment by using the interaction module, filling the item with the empty filling value of the information acquisition item in the complaint information table by using the filling module according to the modification instruction, and re-verifying the complaint information table after modification by using the verification module until the complaint information table passes the verification.
10. The device for rapidly processing the customer complaints according to claim 8, wherein the preset analysis model comprises a first matrix, a second matrix and a third matrix in the same coordinate system; the first matrix comprises network phenomena corresponding to network problems; the second matrix comprises weighted values of network phenomena corresponding to the network problems; the third matrix contains network problems;
the positioning module is specifically configured to:
generating a user complaint vector in a standard format according to the complaint information generated by the acquisition module;
performing distance calculation on the user complaint vector, the first matrix and the second matrix by using a K nearest neighbor classification algorithm to obtain a plurality of distance values;
and calculating the probability of the complaint vector of the user under different network problems in the third matrix according to the plurality of distance values, and determining the network problem corresponding to the maximum probability as the complaint problem.
11. The device for rapidly processing the customer complaints according to claim 8, wherein the matching module is specifically configured to:
obtaining a coverage cell corresponding to the user equipment according to a pre-established cell coverage layer and a complaint position in the complaint information generated by the acquisition module;
inquiring a pre-collected network problem list to obtain a network problem corresponding to the coverage cell;
and matching the complaint problem generated by the positioning module with a network problem corresponding to the coverage cell.
12. The apparatus for rapidly processing a customer complaint according to claim 8, which further comprises:
when the interaction module receives an instruction which is sent by the user equipment and is unsatisfactory to the processing result, the complaint information table generated by the filling module is sent to the expert center, so that the expert center performs problem analysis on the complaint information table to generate an analysis result, and the processing result obtained after the maintenance center performs maintenance processing on the analysis result generated by the expert center is sent to the user equipment.
13. The apparatus for rapidly processing a customer complaint according to claim 12, further comprising an updating module configured to:
and when the complaint information table generated by the filling module is sent to the expert center so that the expert center processes the complaint information table, updating the analysis model.
14. The apparatus for rapidly processing a customer complaint according to claim 8, which further comprises:
and updating the analysis model when the positioning accuracy of the complaint problem is determined to be lower than a preset threshold value or the complaint problem is unsuccessfully matched and the complaint problem is sent to the expert center for problem analysis according to the complaint problem and the statistical analysis result of the processing result corresponding to the complaint problem.
15. A quick processing device for customer complaints is characterized by comprising: one or more processors; the processor is used for executing computer program codes in the memory, and the computer program codes comprise instructions and instruction codes, so that the user complaint rapid processing device executes the user complaint rapid processing method as claimed in any one of claims 1 to 7.
16. A computer-readable storage medium characterized by comprising instructions that, when executed on a computer, cause the computer to execute the rapid user complaint handling method according to any one of claims 1 to 7.
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