CN110390535A - Customer complaint object determines method, apparatus, electronic equipment and readable storage medium storing program for executing - Google Patents

Customer complaint object determines method, apparatus, electronic equipment and readable storage medium storing program for executing Download PDF

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CN110390535A
CN110390535A CN201910556266.7A CN201910556266A CN110390535A CN 110390535 A CN110390535 A CN 110390535A CN 201910556266 A CN201910556266 A CN 201910556266A CN 110390535 A CN110390535 A CN 110390535A
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calling
target
rejected
time
target user
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CN110390535B (en
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沈健刚
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Alibaba Group Holding Ltd
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Alibaba Group Holding Ltd
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    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales

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Abstract

This specification embodiment provides a kind of customer complaint object and determines method, by obtain target user called in the first preset time period each target object callings frequency and each time weighting for being rejected calling, in turn, based on the calling frequency of each target object and each being rejected the time weighting of calling determines the corresponding customer complaint object of target user, customer service can be helped quickly to position customer complaint source, be conducive to promote customer service efficiency.

Description

Customer complaint object determines method, apparatus, electronic equipment and readable storage medium storing program for executing
Technical field
This specification embodiment is related to Internet technical field more particularly to a kind of customer complaint object determines method, apparatus, electricity Sub- equipment and readable storage medium storing program for executing.
Background technique
With the development of internet technology, network business platform can provide more and more services, such as net for user Article, on the net loaning bill etc. are leased in upper shopping on the net.User using network service while, will inevitably generate by Customer complaint problem caused by user is intercepted when being called to platform objects by air control.However, with network service Type it is more and more abundant, the calling behavior of user also becomes increasingly complex, for example, there are users successively to call a variety of different objects It is rejected situation, in this way when user initiates to complain, customer service is just difficult to determine the complaint object of user, needs to ask user It askes, leads to customer service low efficiency.
Summary of the invention
This specification embodiment provides a kind of customer complaint object and determines method, apparatus, electronic equipment and readable storage medium storing program for executing.
In a first aspect, this specification embodiment, which provides a kind of customer complaint object, determines method, comprising: obtain target user and exist The calling frequency of each target object is called in first preset time period, wherein the target object is target user's tune With and the object that was rejected；Obtain the calling that each of described target user in first preset time period is rejected calling Time and the complaint time of the target user, and based on the allocating time for being each rejected calling and the complaint Time interval between time obtains the time weighting for being each rejected calling；Tune based on each target object With frequency and the time weighting for being each rejected calling, the corresponding customer complaint object of the target user is determined.
Second aspect, this specification embodiment provide a kind of customer complaint object and determine method, comprising: obtain second it is default when Between in section each of target user be rejected allocating time and the complaint time of the target user of calling；Based on described Each be rejected calling allocating time and the time interval complained between the time, obtain each described being rejected calling Time weighting；Corresponding target pair is called based on the time weighting for being each rejected calling and described be each rejected As obtaining the refusal factor of each target object；Based on the refusal factor of each target object, the target is determined The corresponding customer complaint object of user.
The third aspect, this specification embodiment provide a kind of customer complaint object determining device, comprising: and first obtains module, The calling frequency of each target object is called for obtaining target user in the first preset time period, wherein the target pair As the object the target user calling and being rejected；Second obtains module, for obtaining first preset time period Each of interior described target user is rejected the allocating time of calling and the complaint time of the target user, and is based on institute Each allocating time for being rejected calling and the time interval complained between the time are stated, obtains described being each rejected calling Time weighting；Object determining module described is rejected for the calling frequency based on each target object and each The time weighting of calling determines the corresponding customer complaint object of the target user.
Fourth aspect, this specification embodiment provide a kind of customer complaint object determining device, comprising: time-obtaining module, For obtain each of target user in the second preset time period be rejected calling allocating time and the target user Complain the time；Weight Acquisition module, for being each rejected between the allocating time of calling and the complaint time based on described Time interval, obtain each time weighting for being rejected calling；Refusal is because of sub-acquisition module, for based on described each The time weighting and described be each rejected for being rejected calling call corresponding target object, obtain each target object The refusal factor；Determining module determines that the target user is corresponding for the refusal factor based on each target object Customer complaint object.
5th aspect, this specification embodiment provide a kind of electronic equipment, comprising: memory；One or more processing Device；And the customer complaint object determining device that the above-mentioned third aspect or fourth aspect provide, it is stored in the memory and is configured At being performed by one or more processors.
6th aspect, this specification embodiment provide a kind of computer readable storage medium, are stored thereon with computer Program, the program realize that the customer complaint object that above-mentioned first aspect or second aspect provide determines the step of method when being executed by processor Suddenly.
This specification embodiment has the beneficial effect that:
The customer complaint object that this specification embodiment provides determines method, is adjusted in the first preset time period by target user With the calling frequency of each target object and each being rejected the time weighting of calling determines the corresponding customer complaint of target user Object predicts the object to be complained of target user.Thus contact staff can be helped quickly to position customer complaint source, be not necessarily to Inquiry customer complaint source is gone in customer service again time-consuming and laboriously, customer service workload is significantly reduced, to promote customer service efficiency.
Detailed description of the invention
Fig. 1 is a kind of running environment schematic diagram suitable for this specification embodiment；
Fig. 2 is the flow chart that a kind of customer complaint object that this specification embodiment first aspect provides determines method；
Fig. 3 is the flow chart that the customer complaint object that this specification embodiment first aspect provides determines step S204 in method；
Fig. 4 is the flow chart that the customer complaint object that this specification embodiment first aspect provides determines step S302 in method；
Fig. 5 is a kind of exemplary flow that a kind of customer complaint object that this specification embodiment second aspect provides determines method Figure；
Fig. 6 is another exemplary stream that a kind of customer complaint object that this specification embodiment second aspect provides determines method Cheng Tu；
Fig. 7 is a kind of module frame chart for customer complaint object determining device that this specification embodiment third aspect provides；
Fig. 8 is a kind of module frame chart for customer complaint object determining device that this specification embodiment fourth aspect provides；
Fig. 9 is the structural schematic diagram for a kind of electronic equipment that the 5th aspect of this specification embodiment provides.
Specific embodiment
It referring to Figure 1, is a kind of running environment schematic diagram suitable for this specification embodiment.As shown in Figure 1, one or Multiple user terminals 100 can be connected by network 200 with one or more servers 300 (only showing one in Fig. 1), to carry out Data communication or interaction.Wherein, user terminal 100 can be PC (Personal Computer, PC), notebook electricity Brain, tablet computer, smart phone, electronic reader, mobile unit, Web TV or wearable device etc. have network connection function The smart machine of energy.
Client is installed in user terminal 100, it is corresponding with server end, for showing access service platform for user Object.The object that user can be shown by client call, i.e., the service for requesting the object to provide to server are such as rented Vehicle service, service etc. of borrowing money.Wherein, client can be browser or application program.
It should be noted that user calls object i.e. user to initiate for the service of the object in this specification embodiment Service request is called at least and has two kinds as a result, one is calling to be admitted into, i.e. user's entry criteria for meeting the object, quilt License the service of the object, another kind is to call to be rejected, i.e. user's entry criteria for being discontented with the object, is not available this The service of object.
By taking a kind of concrete application scene as an example, for being capable of providing on a variety of lines based on credit progress access or under line The trade company of service, can by with third-party credit services platform cooperation, be linked into above-mentioned credit services platform, taken by credit Business platform to provide the assessing credit risks that air control service is directed to user crowd towards trade company, whether is based on user's letter with decision For the requested service of access user.When user is the service for calling the trade company by the service interface that client clicks trade company When, also authorized merchants are obtained to the user information such as identity information, passing order record and order status etc. of the user, and These user informations are fed back into above-mentioned credit services platform, credit services platform can be according to these user informations, to this User carry out assessing credit risks obtain risk evaluation result, so that it is determined that the user whether the requested service of access user. That is, determining that this calling of user is admitted into, still it is rejected.
For example, businessman can be passing with user so that service under the line that businessman provides is the lease service of shared product as an example The credit responses such as order record, order status (than such as whether overdue or promise breaking) are to credit services platform, and credit services are flat Platform can obtain risk score according to these user informations to carry out assessing credit risks to user.In turn, risk can be based on Scoring comes whether decision can authorize the user using personal credit, shared to lease in the case where not having to branch deposit Product.
It is called for user and is rejected the customer complaint problem that may cause, this specification embodiment provides a kind of customer complaint object It determines method, can accurately position customer complaint source, to improve customer service efficiency, promote user experience.This specification is implemented The customer complaint object that example provides determines that method can be executed by above-mentioned server, alternatively, in this specification other embodiments, it can also To be executed by user terminal.
In addition, it should also be noted that, object can define according to actual needs in this specification embodiment, for example, can To be defined as to provide the trade company that on line or shared service of goods is such as leased in service, loaning bill services under line for user.Citing For, the access of certain network platform YouNGe trade company, each trade company is an object, altogether N number of object.In another example object can also be with Be defined as providing a user on line or the trade company that is serviced under line in include business such as charter business, loaning bill business etc..Citing comes It says, the access of certain network platform YouNGe trade company, each trade company includes multiple business, then every kind of business of each trade company is one Object.
In order to better understand the technical solution that a kind of customer complaint object of this specification embodiment offer determines method, below The technical solution of this specification embodiment is described in detail by attached drawing and specific embodiment, it should be understood that this specification Specific features in embodiment and embodiment are the detailed description to this specification embodiment technical solution, rather than to this The restriction of specification technical solution, in the absence of conflict, the technical characteristic in this specification embodiment and embodiment can To be combined with each other.It should be noted that term " two or more " includes two or the feelings greater than two in this specification embodiment Condition.
In a first aspect, this specification embodiment, which provides a kind of customer complaint object, determines method.Customer complaint provided in this embodiment Object determines that method can be executed by server.As shown in Fig. 2, the method comprising the steps of S200- step S204.
Step S200 obtains the calling frequency that target user calls each target object in the first preset time period, In, the target object is the object that the target user calls and was rejected.
In this specification embodiment, the first preset time period is historical time section, can according to practical application scene and Test of many times setting, it is the first half, previous season, preceding for example, the complaint time point that can be set to target user is starting point One month, the last week or the previous day etc..
In one embodiment of this specification, it is pointedly hair that target user, which can be the user for initiating complaint request, The user for playing complaint request determines customer complaint object, to promote customer service efficiency.At this point, before executing above-mentioned steps S200, this The customer complaint object that embodiment provides determines that method can also include: detecting whether that user triggers and complain instruction；When having detected When user triggers complaint instruction, complain the user of instruction as target user triggering, for the above-mentioned step of target user execution Rapid S200.To determine customer complaint object for the target user.User trigger complain instruction operation can there are many, citing come It says, when user terminal is touch screen terminal, user can be triggered by clicking pre-set connection customer service button in client Instruction is complained, alternatively, instruction can also be complained by executing pre-set stroke track triggering.
Certainly, in the other embodiments of this specification, target user may be the user for meeting preset condition, example Such as, it is more than that the user of preset times either calls in special time period that the number being rejected is called in special time period The number being rejected is more than preset times and the user for having the behavior of complaint before, specifically be can be set according to actual needs, this Place is with no restriction.
In step s 200, target object is that target user calls and the object that was rejected, as refused once with The object for the calling that upper target user initiates.For example, target user has initiated 4 to certain object in the first preset time period Secondary calling, if wherein 1 calling is rejected, 3 times calling is admitted into, then the object belongs to target object；If 4 times are admitted into, Then the object is not belonging to target object.
Specifically, it in a kind of optional embodiment, obtains target user and is called in the first preset time period often The process of the calling frequency of a target object may include: to obtain target user to call each target in the first preset time period The call number of object；The call number of each target object will be called to add up, obtain number accumulated value；For each mesh Object is marked, the calling frequency by accounting of the call number of the target object in the number accumulated value, as the target object Rate.At this point, calling frequency is the value greater than 0 and less than 1, and the sum of calling frequency of each target object is 1.
It should be noted that the call number of target object includes time for being rejected the number of calling and being admitted into calling Number.For example, target user has invoked certain target object 10 times altogether in the first preset time period, wherein 3 calling are admitted into, 7 Secondary calling is rejected, then it is 10 that target user, which calls the call number of the target object,.
By taking target object is trade company as an example, target user can be calculated by the data of h+1 in the first preset time period The call number for each trade company called.For example, it is assumed that in the first preset time period, target user's calling was rejected Trade company has n, uses AiIndicate the calling frequency of trade company i, then i takes 1 to the integer between n.At this point, the calling frequency of this n trade company Rate meets following relationship: A1+A2+…+An=1, and can the calling frequency to this n trade company be ranked up so that 0 < A1≤A2 ≤…≤An。
Step S202 obtains the allocating time that each of target user in the first preset time period is rejected calling, and The complaint time of target user, and based on each allocating time for being rejected calling and target user complain between the time when Between be spaced, obtain each time weighting for being rejected calling.
In the present embodiment, the allocating time for being rejected calling can be the time that target user calls respective objects object, Alternatively, being also possible to the time that target user calls respective objects object intercepted, herein with no restriction.
Specifically, can be when detecting that target user's calling is rejected, pre-recorded allocating time, so as in determination During customer complaint object, quick obtaining target user is each rejected the allocating time of calling in the first preset time period. Certainly, in this specification other embodiments, the log of corresponding service platform can also be used by client from target user The allocating time that each of target user is rejected calling is obtained in information.
In the present embodiment, the complaint time of target user can trigger the time point for complaining instruction for target user, certainly, In practical application scene, setting also can according to need.For example, in this specification other embodiments, the throwing of target user Tell that the time other than it can be the practical triggering of user and complain the time point of instruction, can also be according to user in practical application Complain behavioural habits and time point that pre-set one or more target user may complain.For example, practical application Middle discovery is more than that the customer complaint behavior of targeted number occurs to call the accumulative number that is rejected of each object more than target in user In 1 minute after number, then when can be rejected the calling of calling for the last time in the first preset time period with target user Between be initial time, 30 seconds time points will be spaced later, or 1 minute time point of interval is set as the prediction of target user and throws It tells the time, prediction can be complained the time calculate the corresponding customer complaint object of target user as the complaint time of target user, made For segmented result.It should be noted that if instruction is complained in target user's triggering before the time is complained in the prediction, then need with mesh It marks the practical triggering of user and complains complaint time of the time point of instruction as target user, calculate the corresponding customer complaint pair of target user As；If the practical triggering of target user complains the time point of instruction to occur after the time is complained in above-mentioned prediction, and complains with prediction The time interval of time is no more than preset interval threshold, then can be using above-mentioned segmented result as the corresponding visitor of the target user Tell object.
In a kind of optional embodiment, in above-mentioned steps S202, calling is rejected based on each of target user Time interval between allocating time and complaint time, the implementation process for obtaining each time weighting for being rejected calling can wrap It includes: by the above-mentioned allocating time for being each rejected calling and the time interval between the time being complained to add up, it is tired to obtain the time It is value added；It is rejected calling for each, this is rejected the allocating time of calling and complains the time interval between the time upper The accounting in time accumulated value is stated, the time weighting of calling is rejected as this, to obtain each time for being rejected calling Weight.
For example, it is assumed that target object includes trade company 1, trade company 2 and trade company 3, the complaint time T of target user0.? In one preset time period, target user calls the a1 business of trade company 1 to be rejected the allocating time for being rejected and calling D1 for the first time For T1, it is T that the a1 business of second of calling trade company 1 of target user, which is rejected and is rejected the allocating time for calling D2,2, target use It is T that the b1 business of family calling trade company 2, which is rejected and is rejected the allocating time for calling D3,3, the b2 industry of target user's calling trade company 2 It is T that business, which is rejected and is rejected the allocating time for calling D4,4, the c1 business of target user's calling trade company 3, which is rejected, to be rejected The allocating time for calling D5 is T5.At this point, time accumulated value are as follows: ST=(T0-T1)+(T0-T2)+(T0-T3)+(T0-T4)+(T0- T5), it is rejected the time weighting for calling D1 are as follows: (T0-T1)/ST, it is rejected the time weighting for calling D2 are as follows: (T0-T2)/ST, quilt Refusal calls the time weighting of D3 are as follows: (T0-T3)/ST, it is rejected the time weighting for calling D4 are as follows: (T0-T4)/ST, it is rejected tune With the time weighting of D5 are as follows: (T0-T5)/ST。
Step S204, calling frequency and each time weighting for being rejected calling based on each target object, determines The corresponding customer complaint object of target user.
It is understood that the calling frequency by target object can go to portray target from the behavior angle of target user Use habit of the user to a certain item business in an object such as either trade company, trade company.The time weighting for being rejected calling is used The interval between the allocating time of calling and customer complaint time is rejected in measurement.
As an implementation, as shown in figure 3, the implementation process of above-mentioned steps S204 may comprise steps of S300 With step S302:
Step S300, for each target object, will correspond to the time weighting for being rejected calling of the target object into Row is cumulative, obtains the refusal factor of the target object.
The refusal factor of each target object can be obtained by step S300.Assuming that in the first preset time period, The target object that target user calls has n, is rejected the time weighting B of callingijIt indicates, wherein i is for indicating i-th Target object, j indicate that target user jth time invocation target object i in the first preset time period is rejected.Wherein, i can take 1 to the integer between n, and j can take 1 to miBetween integer, miIt is called i-th in the first preset time period for target user The number that target object is rejected.Then BijMeet
For example, in the examples described above, target user calls trade company 1 to be rejected the i.e. correspondence of trade company 1 twice and is refused twice It calls absolutely, is respectively rejected to call D1 and be rejected and calls D2, then the refusal factor ξ of trade company 11Are as follows: (T0-T1)/ST+(T0- T2)/ST；Also correspondence is rejected calling twice for trade company 2, and respectively refusal, which calls D3 and is rejected, calls D4, then the refusal of trade company 2 Factor ξ2Are as follows: (T0-T3)/ST+(T0-T4)/ST；The correspondence of trade company 3 once is rejected calling, that is, is rejected calling D5, then trade company 3 Refuse factor ξ3Are as follows: (T0-T5)/ST。
Similarly, when target object is the business in trade company, then the industry being rejected can be called for target user is each Business calculates the refusal factor.For example, for the a1 business of trade company 1 in above-mentioned example, the refusal factor of a1 business are as follows: (T0-T1)/ST +(T0-T2)/ST；And for the b1 business of trade company 2, the refusal factor of b1 business are as follows: (T0-T3)/ST。
Step S302, calling frequency and the refusal factor based on each target object, determines the corresponding customer complaint of target user Object.
Specifically, as shown in figure 4, above-mentioned steps S302 may comprise steps of S400 and step S402:
Step S400, using the refusal factor of each target object as weighting coefficient, to the calling frequency of each target object Rate is weighted cumulative, obtains frequency weight values.
For example, it is assumed that there are five target objects, then respectively by the refusal factor of this five target objects with it is corresponding After calling frequency multiplication, five products are added up, frequency weight values are obtained.By taking target object is trade company as an example, above-mentioned In example, frequency weight valuesAre as follows: A1ξ1+A2ξ2+A3ξ3。
Step S402 will call frequency with frequency weight values apart from nearest target object visitor corresponding as target user Tell object.
It should be noted that calling frequency to can reflect the history row of target user's invocation target object in the present embodiment For habit.The refusal factor can reflect the probability that be refused by target object of target user with binding time dimension, and target user is the As soon as the number that invocation target object is rejected in preset time period is more, the refusal factor of target object is also bigger.
In turn, the historical behavior habit of combining target user invocation target object and the target user are refused by target object The two dimensions of exhausted probability, calling frequency and the refusal factor based on the refusal each target object of factor pair are weighted tired Add, obtains frequency weight values.Frequency weight values are able to reflect under the influence of calling is refused, target user's invocation target object Average frequency, and then the distance between the calling frequency by calculating each target object and the average frequency are i.e. between the two The absolute value of difference, to determine the target object for calling frequency closest to the average frequency.It is understood that calling frequency most Target object close to the average frequency is to call to be refused to influence the smallest target object to the use tendency of target user.
It specifically, can be according to the following formula:
minx|∑i,jAiBij-Ax| (1)
It obtains calling frequency and frequency weight values apart from the smallest target object x.Wherein, AiIndicate the tune of target object i Use frequency；BijIndicate that the corresponding jth time of i-th of target object is rejected the time weighting of calling.That is, calculating one The calling frequency A of target object xxWith frequency weight values ∑i,jAiBijDistance is nearest, i.e., | ∑i,jAiBij-Ax| value it is minimum, then Using target object x as the corresponding customer complaint object of target user.
In a kind of optional embodiment, can calling frequency first to each target object it is ascending or by Arrive greatly it is small be ranked up, and then above-mentioned formula (1) is successively brought into again, in order to quickly obtain target object x.
It should be noted that for calling, frequency is high and rejection probability is larger by the use habit discovery of research user Object, i.e. user's object for being commonly used but being often rejected, the probability of customer complaint be larger.|Σi,jAiBij-Ax| value Smaller, indicate to call to be rejected influences smaller, the then mesh to the target user caused by the use tendency of the target object The probability that mark object is complained by target user is also bigger, although because user is refused to still tend to use the target pair The service of elephant.
It is understood that user call some object unsuccessfully be calling be rejected after, if user still want to using The service of the object will repeatedly be attempted to call, if equal malloc failure malloc, can initiate to complain to customer service, understanding is rejected calling The reason of, so as to solve the problems, such as, realize the access to the object.In this process, the object will accordingly be made Frequency and the refusal factor is called significantly to be promoted.Therefore, in this specification other embodiments, can also will call frequency with The maximum target object of product of the corresponding refusal factor is as the corresponding customer complaint object of target user.
The customer complaint object that S204 is determined through the above steps is the object that the possibility predicted is complained by target user.It determines The corresponding customer complaint object of target user is conducive to that contact staff is helped to position the i.e. determining target user in customer complaint source wants which is directed to A object is complained, and then quick association corresponding object obtains Reason For Denial, goes to ask again time-consuming and laboriously without contact staff It asks customer complaint source, significantly reduces customer service workload, can greatly promote customer service efficiency.Also, it is successively called in user Under the concurrent situation of more scenes that multiple and different objects are rejected, customer complaint source also can be accurately positioned, helps contact staff Quickly processing customer complaint problem.
In order to further increase customer service efficiency, as a kind of optional embodiment, the corresponding customer complaint of target user is being determined After object, the customer complaint object that this specification embodiment provides determines that method can also include: to obtain the corresponding wind of customer complaint object Control information, wherein the air control information is initiated to call in the first preset time period for characterizing target user to the customer complaint object The reason of being rejected；In turn, the customer complaint object and the corresponding air control information of the customer complaint object are exported.
Specifically, after determining the corresponding customer complaint object of target user, can further identify target user be by The reason of which kind of air control reason of customer complaint object intercepts, i.e., target user calls customer complaint object to be rejected.As a kind of embodiment party Formula can record the reason of target user is rejected, in this way true in advance when detecting that target user calls object to be rejected After the corresponding customer complaint object of the user that sets the goal, so that it may be searched based on target user and customer complaint object and obtain customer complaint object pair The air control information answered.It certainly, can also be after determining customer complaint object, in real time to air control in this specification other embodiments Request customer complaint object corresponding air control information in end returns to the target user in the first preset time period by air control end and calls customer complaint The reason of object is rejected.
In this specification embodiment, the mode for exporting customer complaint object and the corresponding air control information of the customer complaint object can root It is arranged according to actual needs.For example, customer complaint object and the corresponding air control information of customer complaint object can be exported to customer side, or Person, can also be by the customer complaint object of target user and the corresponding air control information storage of the customer complaint object to specified path, by visitor It takes end and obtains the corresponding customer complaint object of target user and the corresponding air control information of the customer complaint object to the specified path.Output Customer complaint object and the corresponding air control information of customer complaint object can help contact staff when target user initiates to complain instruction, fastly Speed determines that target user is intercepted by what object and by which kind of air control reason, handles customer complaint in time, improves customer service efficiency, together When can also promote customer experience.
In addition, in one optional embodiment of this specification, for the ease of obtaining the related letter for being rejected calling of user Breath such as allocating time calls object and is rejected reason, can be right in advance when detecting that user calls object to be rejected The relevant information for being rejected calling is recorded.Specifically, can will refuse when detecting that user calls object to be rejected The object that user calls obtains and stores this relevant information for being rejected calling, for example, relevant information can as target object With include but is not limited to allocating time, user identifier, call object mark and for characterizing the air control for being rejected reason Information.When storage is rejected the relevant information of calling, allocating time, the user identifier, calling pair of calling can will be rejected Storage is associated between the mark and air control information of elephant.
In addition, also can be convenient the attack for identifying black production in this way, if for example, black produce frequently carrys out attack traffic platform In business, can have the case where frequently being refused by corresponding service from it is found from the background, can especially preset some spies Timing section, for example, morning period such as 00:00 point to 02:00 monitor whether that user by the number of same service denial is more than pre- If value, if so, then determining that the user belongs to Hei Chan clique, to realize the black identification for producing attack.
Specifically, the relevant information that each of each user is rejected calling is recorded for convenience, it can be for each Each of user is rejected calling one User Status array of building.In one embodiment, which can be with It indicates are as follows: (time, user, merchant, reject_code).Wherein, time is for when indicating to be rejected the calling of calling Between；User is for indicating user identifier, such as can be the account number of user, such as can be 2088 granularities of refinement user account number or Person can also refine to the user account of 2688 granularities；Merchant calls corresponding calling object for indicating that this is rejected Mark.For example, when object is trade company trade company id can be used, or can also use using id (appid) i.e. in trade company The id of the specific business of middle calling can use appid when above-mentioned object is the business in trade company；Reject_code is to use In the field for characterizing the reason of user is rejected, for example, for lease service, since user has promise breaking, overdue record or use The reasons such as family liveness is low cause user that the service is called to be rejected.
In another embodiment, above-mentioned User Status array can also include other than comprising aforementioned four element Flag field, i.e. (time, user, merchant, reject_code, flag).Wherein, flag is for before characterizing user Whether the field of object merchant was complained.For example, flag field can be indicated with " 0 " or " 1 ", and as flag=1, table Show that the user complained the object before, as flag=0, indicates that the user did not complained the object before.It needs to illustrate It is that flag field is the field of real-time update, i.e., it, can real-time update phase when detecting that user operates the complaint of certain object The flag field in User Status array answered.In this specification other embodiments, flag field can be used for characterization and use The number of the object is complained to add the value of corresponding flag field that is, when detecting that user operates the complaint of certain object in family 1。
Based on this, before executing above-mentioned steps S200, the customer complaint object that one embodiment of this specification provides determines method Can also include: when detecting that the target user calls object to be rejected, using refuse target user call object as Target object obtains and stores allocating time that this is rejected calling and for characterizing the air control information for being rejected reason. Certainly, other than allocating time and air control information, it can also obtain and store the user identifier and the object of target user Mark.In this way in the customer complaint object for determining target user, so that it may easily from pre-stored information, get mesh Mark user is each rejected the allocating time of calling in the first preset time period, and in the customer complaint object for determining target user Afterwards, can also be by the user identifier of target user and the mark of the customer complaint object, searching should in the first preset time period The corresponding air control information of the reason of target user calls the customer complaint object to be rejected i.e. customer complaint object, without calling day from a large amount of It goes to search these information in will, is conducive to shortening customer complaint object and determines the time, accelerate customer service response speed, promote user experience.
Second aspect, this specification embodiment additionally provide another customer complaint object and determine method.It is provided in this embodiment Customer complaint object determines that method can be executed by server.As shown in figure 5, the method comprising the steps of S500- step S506.
Step S500 obtains the allocating time that each of target user in the second preset time period is rejected calling, and The complaint time of the target user.
Specifically, the allocating time that each of target user in the second preset time period is rejected calling is obtained, and When acquisition is each rejected the calling of calling in the mode of complaint time and the step S202 of above-mentioned first aspect of target user Between and target user the complaint time mode it is similar, specific implementation process can be retouched with reference to the correlation in above-mentioned steps S202 It states, details are not described herein again.
In a kind of optional embodiment, before executing above-mentioned steps S500, customer complaint object provided in this embodiment is true The method of determining can also include: detecting whether that user triggers and complain instruction；When having detected that user triggers complaint instruction, will touch Hair complains the user of instruction as target user, executes each of target user in the second preset time period of the acquisition and is rejected The step of complaint time of the allocating time of calling and the target user.Specific implementation process is referred to above-mentioned first Corresponding implementation process in aspect, details are not described herein again.
Step S502 based on each allocating time for being rejected calling and complains the time interval between the time, obtains every A time weighting for being rejected calling.
In the present embodiment, can by each allocating time for being rejected calling and target user complain between the time when Between be spaced and add up, obtain time accumulated value；In turn, it is rejected calling for each, when this to be rejected to the calling of calling Between accounting of the time interval in above-mentioned time accumulated value between the above-mentioned complaint time, the time of calling is rejected as this Weight obtains each time weighting for being rejected calling.The implementation of specific implementation process and above-mentioned first aspect step S202 Journey is similar, can refer to the associated description of step S202, details are not described herein again.
Step S504 calls corresponding target pair based on each time weighting for being rejected calling and each be rejected As obtaining the refusal factor of each target object.
In the present embodiment, it can be directed to each target object, each of the target object will be corresponded to and be rejected calling Time weighting adds up, and obtains the refusal factor of the target object, to obtain the refusal factor of each target object.Specifically Implementation process is similar with the implementation process of step S300 in above-mentioned first aspect, can refer to the associated description of step S300, this Place repeats no more.
Step S506, the refusal factor based on each target object determine the corresponding customer complaint object of the target user.
It is carried out by the behavioural habits to user in practical application scene the study found that there are a kind of user behavior logics Are as follows: after user is refused by certain object k such as trade company k, if still having the demand using the objects services, it first can frequently attempt to call The service of the object then can be initiated to complain when calling is rejected to customer service.And user frequently attempts to call objects services quilt Refusal will frequently to attempt that the refusal factor of object is called to be substantially improved, if frequently number of attempt is enough, so that it may so that Obtain the refusal factor, that is, ∑ of the objectkBkj(j takes 1 to mkBetween integer) approach 1.
It, can be based on the refusal factor of each target object, after identifying that target user is rejected calling, still frequently based on this Numerous target object for attempting to call and be rejected, to determine the corresponding customer complaint of target user based on the target object identified Object.
As an implementation, the above-mentioned refusal factor based on each target object, determines the corresponding visitor of target user The process for telling object may include: that will refuse the maximum target object of the factor as the corresponding customer complaint object of target user.
Specifically, following formula (2) can be passed through:
maxy(∑yByj) (2)
Obtain the refusal maximum target object y of the factor.Alternatively, since the refusal factor is greater than 0 and less than or equal to 1 Value, can also pass through following formula (3):
miny(1-∑yByj) (3)
It obtains the refusal factor and most approaches the 1 i.e. refusal maximum target object y of the factor.
As another embodiment, the above-mentioned refusal factor based on each target object, determines that target user is corresponding The process of customer complaint object may include: that will refuse target object of the factor more than preset threshold as the corresponding customer complaint of target user Object.Wherein, preset threshold can be arranged according to practical application scene, for example, can be set to 0.6,0.8 or 0.9 etc..
It should be noted that the second preset time period is historical time section in the present embodiment, it can be according to practical application field Scape and test of many times setting, for example, the complaint time point that can be set to target user is starting point, time span can be with It is set as a hour magnitude, such as the half an hour, one hour or two hours of target user complained before time point, so that passing through ratio The refusal factor of more each target object can more accurately react target user in the second preset time period with the presence or absence of above-mentioned User behavior logic.
The present embodiment by the refusal factor of each target object, identification target user the second preset time period whether needle To certain target object, there are above-mentioned user behavior logics, so that it is determined that the corresponding customer complaint object of target user, is conducive to quickly Customer complaint source is positioned, customer service efficiency is promoted.Also, it is concurrent in more scenes that user successively calls multiple and different objects to be rejected Under situation, customer complaint source also can be accurately positioned, contact staff is helped quickly to handle customer complaint problem.
In one optional embodiment of this specification, after determining the corresponding customer complaint object of target user, this specification The customer complaint object that embodiment provides determines that method can also include: to obtain the corresponding air control information of customer complaint object, wherein air control letter Breath initiates to call the reason of being rejected to the customer complaint object in above-mentioned second preset time period for characterizing the target user；It is defeated The customer complaint object and the corresponding air control information of the customer complaint object out.Specific implementation process can refer to the phase of above-mentioned first aspect Description is closed, details are not described herein again.It can help contact staff when target user initiates to complain instruction in this way, quickly determine target User is intercepted by what object and by which kind of air control reason, is handled customer complaint in time, is improved customer service efficiency, while can also mention Rise customer experience.
In one optional embodiment of this specification, for the ease of obtaining the relevant information for being rejected calling of user as adjusted With the time, calls object and be rejected reason etc., it can be in advance when detecting that user calls object to be rejected, to being rejected The relevant information of calling is recorded.Specific implementation process is referred in above-mentioned first aspect to the related letter for being rejected calling The associated description recorded is ceased, details are not described herein again.Based on this, before executing above-mentioned steps S500, the present embodiment provides Customer complaint object determine that method can also include: that will refuse target user when detecting that target user calls object to be rejected The object of calling obtains as target object and stores allocating time and be rejected original for characterizing that this is rejected calling The air control information of cause.
In one optional embodiment of this specification, it is more than preset threshold that above-mentioned steps S506, which is specifically included the refusal factor, Target object as the corresponding customer complaint object of target user, there is no the target objects that the refusal factor is more than preset threshold When, the customer complaint object that this specification embodiment provides determines that method can also include the steps that above-mentioned first aspect provides S200 extremely Step S204, to obtain the customer complaint object of target user.
In addition, one embodiment of this specification, which additionally provides a kind of customer complaint object, determines method, as shown in fig. 6, this method packet Include step S600- step S610.The process combines the customer complaint pair that step S200 is provided to step S204 in above-mentioned first aspect As the customer complaint object determination process that S500- step S506 is provided in determination process and second aspect, be conducive to improve customer complaint pair As the accuracy of definitive result.
Step S600 obtains the calling frequency that target user calls each target object in the first preset time period, In, target object is the object that the target user calls and was rejected.
Step S602 obtains the time weighting that each of target user in the first preset time period is rejected calling.
Step S604, calling frequency based on each target object in the first preset time period and is each rejected calling Time weighting, obtain the corresponding first preparation object of the target user.
It should be noted that the detailed process of step S600 to step S604 are referred to the step in above-mentioned first aspect The implementation process of S200 and step S204, details are not described herein again.
Step S606 obtains the time weighting that each of target user in the second preset time period is rejected calling, and base Corresponding target object is called in each time weighting for being rejected calling and each be rejected, obtains the second preset time period The refusal factor of interior each target object.
Step S608, based on the refusal factor of each target object in second preset time period, determine described in The corresponding second preparation object of target user.
It should be noted that the specific implementation process of step S606 and step S608 are referred to above-mentioned steps S500 extremely The implementation process of step S506, details are not described herein again.
Step S610 is based on the first preparation object and the second preparation object, determines the corresponding customer complaint object of target user.
In the present embodiment, when the first preparation object and consistent the second preparation object, then using the object as target user Corresponding customer complaint object.It, as an implementation, can be by when the first preparation object and inconsistent the second preparation object One preparation object and the second preparation object merging are collectively as the corresponding customer complaint object of target user, for example, the first preparation object For object k1, the second preparation object is object k2, then object k1 and object k2 is determined as the corresponding customer complaint pair of target user As further to export the corresponding air control information of object k1, object k2, object k1 and the corresponding air control information of object k2.
As another embodiment, the history of available first preparation object complains state and the second preparation object History complain state, wherein history complains state for characterizing whether corresponding preparation object was complained by target user；Into And complain state and the history of the second preparation object to complain state based on the history of the first preparation object, determine target user couple The customer complaint object answered.
Specifically, target user can be obtained in real time from the user behaviors log of target user to the first preparation object and The history of two preparation objects complains state, alternatively, can be based on flag in User Status array described in above-mentioned first aspect Field, the history for obtaining the first preparation object complain state and the history of the second preparation object to complain state.
For example, in the examples described above, if object k1 was once complained by target user, and object k2 is not by target user Complained, then using object k1 as the corresponding customer complaint object of target user, if object k1, k2 complained by target user or Object k1, k2 were not complained by target user, then regard object k1, k2 as the corresponding customer complaint object of target user.
It should be noted that the time span of the second preset time period can be less than the first preset time in the present embodiment The time span of section, for example, the time span of the first preset time period is one day, and the time span of the second preset time period is One hour.Certainly, in the other embodiments of this specification, the second preset time period be may be set to be and the first preset time The section identical period.
The third aspect determines the same invention structure of method based on the customer complaint object provided with aforementioned first aspect embodiment Think, this specification embodiment additionally provides a kind of customer complaint object determining device.Fig. 7 is referred to, the customer complaint object determining device 70 Include:
First obtains module 71, and the tune of each target object is called for obtaining target user in the first preset time period With frequency, wherein the target object is the object that the target user calls and was rejected；
Second obtains module 72, is rejected tune for obtaining each of described target user in first preset time period The complaint time of allocating time and the target user, and based on it is described be each rejected the allocating time of calling with The time interval complained between the time obtains the time weighting for being each rejected calling；
Object determining module 73 for the calling frequency based on each target object and described is each rejected tune Time weighting determines the corresponding customer complaint object of the target user.
As a kind of optional embodiment, above-mentioned customer complaint object determining device 70 can also include:
Third obtains module 74, for obtaining the corresponding air control information of the customer complaint object, wherein the air control information is used It initiates to call the reason of being rejected to the customer complaint object in first preset time period in characterizing the target user；
Output module 75, for exporting the customer complaint object and the corresponding air control information of the customer complaint object.
As a kind of optional embodiment, above-mentioned first acquisition module 71 may include:
Number acquisition submodule 711 calls each target for obtaining the target user in the first preset time period The call number of object；
Number adds up submodule 712, for the call number for calling each target object to add up, obtains time Number accumulated value；
Frequency acquisition submodule 713, for being directed to each target object, by the call number of the target object at described time Accounting in number accumulated value, the calling frequency as the target object.
As a kind of optional embodiment, above-mentioned second acquisition module 72 may include:
Time adds up submodule 721, for by the allocating time for being each rejected calling and the complaint time it Between time interval add up, obtain time accumulated value；
This is rejected the allocating time of calling for being each rejected calling for described by Weight Acquisition submodule 722 Accounting of the time interval in the time accumulated value between the complaint time, the time power of calling is rejected as this Weight.
As a kind of optional embodiment, above-mentioned object determining module 73 may include:
Weight adds up submodule 731, and for being directed to each target object, will correspond to the target object be rejected calling Time weighting add up, obtain the refusal factor of the target object；
It determines submodule 732, for calling frequency and the refusal factor based on each target object, determines the mesh Mark the corresponding customer complaint object of user.
As a kind of optional embodiment, above-mentioned determining submodule 732 is used for: by the refusal of each target object because Son is used as weighting coefficient, is weighted to the calling frequency of each target object cumulative, obtains frequency weight values；It will call Frequency and the frequency weight values are apart from nearest target object as the corresponding customer complaint object of the target user.
As a kind of optional embodiment, above-mentioned customer complaint object determining device 70 can also include:
4th obtain module, for obtain each of described target user in the second preset time period be rejected calling when Between weight, and be rejected based on each time weighting for being rejected calling and each and call corresponding target object, obtain institute State the refusal factor of each target object in the second preset time period；
Preparation object acquisition module, for the refusal based on each target object in second preset time period because Son determines the corresponding second preparation object of the target user；
At this point, above-mentioned object determining module 73 may include:
First object determines submodule, for the calling frequency based on each target object in first preset time period And it is each rejected the time weighting of calling, obtain the corresponding first preparation object of the target user；
Second object determines submodule, for being based on the first preparation object and the second preparation object, determines institute State the corresponding customer complaint object of target user.
As a kind of optional embodiment, above-mentioned second object determines that submodule is used for: when the first preparation object with When the second preparation object is inconsistent, the history complaint state and second preparation pair of the first preparation object are obtained The history of elephant complains state, and the history complains state for characterizing whether corresponding preparation object is complained by the target user It crosses；History based on the first preparation object complains state and the history of the second preparation object to complain state, determines institute State the corresponding customer complaint object of target user.
As a kind of optional embodiment, above-mentioned customer complaint object determining device 70 can also include:
Detection module, for detecting whether having user to trigger complains instruction；When having detected that user triggers complaint instruction, It complains the user of instruction as target user triggering, executes the acquisition target user and called in the first preset time period often The step of calling frequency of a target object.
As a kind of optional embodiment, above-mentioned customer complaint object determining device 70 can also include:
Memory module, for the target user will to be refused when detecting that the target user calls object to be rejected The object of calling obtains as target object and stores allocating time and be rejected original for characterizing that this is rejected calling The air control information of cause.
It should be noted that customer complaint object determining device 70 provided by this specification embodiment, wherein modules are held The concrete mode of row operation is described in detail in the embodiment of the method that above-mentioned first aspect provides, and will not do herein Elaborate explanation.
Fourth aspect determines the same invention structure of method based on the customer complaint object provided with aforementioned second aspect embodiment Think, this specification embodiment additionally provides a kind of customer complaint object determining device.Fig. 8 is referred to, the customer complaint object determining device 80 Include:
Time-obtaining module 81, the calling for being rejected calling for obtaining each of target user in the second preset time period Time and the complaint time of the target user；
Weight Acquisition module 82, for being each rejected between the allocating time of calling and the complaint time based on described Time interval, obtain each time weighting for being rejected calling；
Refusal is because of sub-acquisition module 83, for based on the time weighting and each quilt for being each rejected calling Refusal calls corresponding target object, obtains the refusal factor of each target object；
Determining module 84 determines that the target user is corresponding for the refusal factor based on each target object Customer complaint object.
As a kind of optional embodiment, above-mentioned refusal is used for because of sub-acquisition module 83:
For each target object, the time weighting for being rejected calling corresponding to each of the target object is carried out tired Add, obtains the refusal factor of the target object.
As a kind of optional embodiment, above-mentioned determining module 84 is used for: by the maximum target object of the refusal factor As the corresponding customer complaint object of the target user.
As a kind of optional embodiment, above-mentioned determining module 84 is used for: being more than preset threshold by the refusal factor Target object is as the corresponding customer complaint object of the target user.
It should be noted that customer complaint object determining device 80 provided by this specification embodiment, wherein modules are held The concrete mode of row operation is described in detail in the embodiment of the method that above-mentioned first aspect provides, and will not do herein Elaborate explanation.
5th aspect determines the same inventive concept of method, this explanation based on the customer complaint object provided with previous embodiment Book embodiment additionally provides a kind of electronic equipment, as shown in figure 9, including memory 904, one or more processors 902 and depositing The computer program that can be run on memory 904 and on processor 902 is stored up, when the processor 902 executes described program The step of customer complaint object for realizing that first aspect above or second aspect provide determines method.
Wherein, in Fig. 9, bus architecture (is represented) with bus 900, and bus 900 may include any number of interconnection Bus and bridge, bus 900 will include the one or more processors represented by processor 902 and what memory 904 represented deposits The various circuits of reservoir link together.Bus 900 can also will peripheral equipment, voltage-stablizer and management circuit etc. it Various other circuits of class link together, and these are all it is known in the art, therefore, no longer carry out further to it herein Description.Bus interface 905 provides interface between bus 900 and receiver 901 and transmitter 903.Receiver 901 and transmitter 903 can be the same element, i.e. transceiver, provide the unit for communicating over a transmission medium with various other devices.Place It manages device 902 and is responsible for management bus 900 and common processing, and memory 904 can be used for storage processor 902 and execute behaviour Used data when making.
It is understood that structure shown in Fig. 9 is only to illustrate, the electronic equipment that this specification embodiment provides can also be wrapped Include than shown in Fig. 9 more perhaps less component or with the configuration different from shown in Fig. 9.Each component shown in Fig. 9 It can be realized using hardware, software, or its combination.
6th aspect, based on determining the same inventive concept of method, this theory with the customer complaint object provided in previous embodiment Bright book embodiment additionally provides a kind of computer readable storage medium, is stored thereon with computer program, and the program is by processor The customer complaint object for realizing that the customer complaint object that first aspect provides above determines that method or second aspect provide when execution determines method The step of.
It is above-mentioned that this specification specific embodiment is described.Other embodiments are in the scope of the appended claims It is interior.In some cases, the movement recorded in detail in the claims or step can be come according to the sequence being different from embodiment It executes and desired result still may be implemented.In addition, process depicted in the drawing not necessarily require show it is specific suitable Sequence or consecutive order are just able to achieve desired result.In some embodiments, multitasking and parallel processing be also can With or may be advantageous.
This specification is referring to the method, equipment (system) and computer program product according to this specification embodiment Flowchart and/or the block diagram describes.It should be understood that can be realized by computer program instructions every in flowchart and/or the block diagram The combination of process and/or box in one process and/or box and flowchart and/or the block diagram.It can provide these computers Processor of the program instruction to general purpose computer, special purpose computer, Embedded Processor or other programmable data processing devices To generate a machine, so that generating use by the instruction that computer or the processor of other programmable data processing devices execute In setting for the function that realization is specified in one or more flows of the flowchart and/or one or more blocks of the block diagram It is standby.
These computer program instructions, which may also be stored in, is able to guide computer or other programmable data processing devices with spy Determine in the computer-readable memory that mode works, so that it includes referring to that instruction stored in the computer readable memory, which generates, Enable the manufacture of equipment, the commander equipment realize in one box of one or more flows of the flowchart and/or block diagram or The function of being specified in multiple boxes.
These computer program instructions also can be loaded onto a computer or other programmable data processing device, so that counting Series of operation steps are executed on calculation machine or other programmable devices to generate computer implemented processing, thus in computer or The instruction executed on other programmable devices is provided for realizing in one or more flows of the flowchart and/or block diagram one The step of function of being specified in a box or multiple boxes.
Although the preferred embodiment of this specification has been described, once a person skilled in the art knows basic wounds The property made concept, then additional changes and modifications may be made to these embodiments.So the following claims are intended to be interpreted as includes Preferred embodiment and all change and modification for falling into this specification range.
Obviously, those skilled in the art can carry out various modification and variations without departing from this specification to this specification Spirit and scope.In this way, if these modifications and variations of this specification belong to this specification claim and its equivalent skill Within the scope of art, then this specification is also intended to include these modifications and variations.

Claims (30)

1. a kind of customer complaint object determines method, comprising:
Obtain the calling frequency that target user calls each target object in the first preset time period, wherein the target pair As the object the target user calling and being rejected；
Obtain allocating time and the mesh that each of described target user in first preset time period is rejected calling It marks the complaint time of user, and based between the allocating time for being each rejected calling and the time complained between the time Every obtaining described being each rejected the time weighting of calling；
Calling frequency and the time weighting for being each rejected calling based on each target object, determine the mesh Mark the corresponding customer complaint object of user.
2. according to the method described in claim 1, after the corresponding customer complaint object of the determination target user, further includes:
Obtain the corresponding air control information of the customer complaint object, wherein the air control information is for characterizing the target user in institute It states and initiates to call the reason of being rejected to the customer complaint object in the first preset time period；
Export the customer complaint object and the corresponding air control information of the customer complaint object.
3. according to the method described in claim 1, the acquisition target user calls each target in the first preset time period The calling frequency of object, comprising:
Obtain the call number that the target user calls each target object in the first preset time period；
The call number for calling each target object is added up, number accumulated value is obtained；
For each target object, by accounting of the call number of the target object in the number accumulated value, as the mesh Mark the calling frequency of object.
4. according to the method described in claim 1, described based on the allocating time for being each rejected calling and the complaint Time interval between time obtains the time weighting for being each rejected calling, comprising:
Time interval between the allocating time for being each rejected calling and the complaint time is added up, when obtaining Between accumulated value；
It each is rejected calling for described, this was rejected between the allocating time of calling and the time complained between the time The accounting being interposed between in the time accumulated value, the time weighting of calling is rejected as this.
5. according to the method described in claim 1, the calling frequency based on each target object and described each It is rejected the time weighting of calling, determines the corresponding customer complaint object of the target user, comprising:
For each target object, the time weighting for being rejected calling for corresponding to the target object is added up, is somebody's turn to do The refusal factor of target object；
Calling frequency and the refusal factor based on each target object, determine the corresponding customer complaint object of the target user.
6. according to the method described in claim 5, the calling frequency based on each target object and refusal the factor, really Determine the corresponding customer complaint object of the target user, comprising:
Using the refusal factor of each target object as weighting coefficient, the calling frequency of each target object is carried out Weighted accumulation obtains frequency weight values；
Frequency will be called with the frequency weight values apart from nearest target object customer complaint pair corresponding as the target user As.
7. according to the method described in claim 1, the acquisition target user calls each target in the first preset time period Before the calling frequency of object, further includes:
The time weighting that each of described target user in the second preset time period is rejected calling is obtained, and is refused based on each The time weighting and each be rejected called absolutely calls corresponding target object, obtains each in second preset time period The refusal factor of target object；
Based on the refusal factor of each target object in second preset time period, determine that the target user is corresponding Second preparation object；
The calling frequency based on each target object and the time weighting for being each rejected calling, determine institute State the corresponding customer complaint object of target user, comprising:
Calling frequency and each time power for being rejected calling based on each target object in first preset time period Weight, obtains the corresponding first preparation object of the target user；
Based on the first preparation object and the second preparation object, the corresponding customer complaint object of the target user is determined.
8. being determined according to the method described in claim 7, described be based on the first preparation object and the second preparation object The corresponding customer complaint object of the target user, comprising:
When the first preparation object and the second preparation object are inconsistent, the history for obtaining the first preparation object is thrown Pleadings state and the history of the second preparation object complain state, and the history complains state for characterizing corresponding preparation object Whether complained by the target user；
History based on the first preparation object complains state and the history of the second preparation object to complain state, determines institute State the corresponding customer complaint object of target user.
9. according to the method described in claim 1, the acquisition target user calls each target in the first preset time period Before the calling frequency of object, further includes:
It has detected whether that user triggers and has complained instruction；
When detected user trigger complain instruction when, complain the user of instruction as target user triggering, obtained described in execution The step of taking target user to call the calling frequency of each target object in the first preset time period.
10. according to the method described in claim 1, the acquisition target user calls each target in the first preset time period Before the calling frequency of object, further includes:
When detecting that the target user calls object to be rejected, the object of target user's calling will be refused as target Object obtains and stores allocating time that this is rejected calling and for characterizing the air control information for being rejected reason.
11. a kind of customer complaint object determines method, comprising:
Obtain each of target user in the second preset time period be rejected calling allocating time and the target user Complain the time；
Based on the allocating time for being each rejected calling and the time interval complained between the time, obtain each described It is rejected the time weighting of calling；
Corresponding target object is called based on the time weighting for being each rejected calling and described be each rejected, is obtained The refusal factor of each target object；
Based on the refusal factor of each target object, the corresponding customer complaint object of the target user is determined.
12. according to the method for claim 11, described based on the time weighting for being each rejected calling and described It is each rejected and calls corresponding target object, obtain the refusal factor of each target object, comprising:
For each target object, the time weighting for being rejected calling corresponding to each of the target object is added up, is obtained To the refusal factor of the target object.
13. according to the method for claim 11, the refusal factor based on each target object determines the mesh Mark the corresponding customer complaint object of user, comprising:
Using the maximum target object of the refusal factor as the corresponding customer complaint object of the target user.
14. according to the method for claim 11, the refusal factor based on each target object determines the mesh Mark the corresponding customer complaint object of user, comprising:
It is more than the target object of preset threshold as the corresponding customer complaint object of the target user using the refusal factor.
15. a kind of customer complaint object determining device, comprising:
First obtains module, calls the calling of each target object frequently in the first preset time period for obtaining target user Rate, wherein the target object is the object that the target user calls and was rejected；
Second obtains module, the tune for being rejected calling for obtaining each of described target user in first preset time period With time and the complaint time of the target user, and based on the allocating time for being each rejected calling and the throwing It tells the time interval between the time, obtains the time weighting for being each rejected calling；
Object determining module, for based on each target object calling frequency and it is described each be rejected calling when Between weight, determine the corresponding customer complaint object of the target user.
16. device according to claim 15, further includes:
Third obtains module, for obtaining the corresponding air control information of the customer complaint object, wherein the air control information is for characterizing The target user initiates to call the reason of being rejected to the customer complaint object in first preset time period；
Output module, for exporting the customer complaint object and the corresponding air control information of the customer complaint object.
17. device according to claim 15, the first acquisition module include:
Number acquisition submodule calls the tune of each target object for obtaining the target user in the first preset time period Use number；
Number adds up submodule, and for the call number for calling each target object to add up, it is cumulative to obtain number Value；
Frequency acquisition submodule adds up the call number of the target object in the number for being directed to each target object Accounting in value, the calling frequency as the target object.
18. device according to claim 15, the second acquisition module include:
Time adds up submodule, for by the allocating time for being each rejected calling and the time complained between the time Interval is added up, and time accumulated value is obtained；
Weight Acquisition submodule, for being each rejected calling for described, by this be rejected the allocating time of calling with it is described Accounting of the time interval between the time in the time accumulated value is complained, the time weighting of calling is rejected as this.
19. device according to claim 15, the object determining module include:
Weight adds up submodule will be corresponding to the time for being rejected calling of the target object for being directed to each target object Weight adds up, and obtains the refusal factor of the target object；
It determines submodule, for calling frequency and the refusal factor based on each target object, determines the target user Corresponding customer complaint object.
20. device according to claim 19, the determining submodule is used for:
Using the refusal factor of each target object as weighting coefficient, the calling frequency of each target object is carried out Weighted accumulation obtains frequency weight values；
Frequency will be called with the frequency weight values apart from nearest target object customer complaint pair corresponding as the target user As.
21. device according to claim 15, further includes:
4th obtains module, the time power for being rejected calling for obtaining each of described target user in the second preset time period Weight, and be rejected based on each time weighting for being rejected calling and each and call corresponding target object obtains described the The refusal factor of each target object in two preset time periods；
Preparation object acquisition module, for the refusal factor based on each target object in second preset time period, Determine the corresponding second preparation object of the target user；
The object determining module includes:
First object determines submodule, for based on each target object in first preset time period calling frequency and It is each rejected the time weighting of calling, obtains the corresponding first preparation object of the target user；
Second object determines submodule, for being based on the first preparation object and the second preparation object, determines the mesh Mark the corresponding customer complaint object of user.
22. device according to claim 21, second object determines that submodule is used for:
When the first preparation object and the second preparation object are inconsistent, the history for obtaining the first preparation object is thrown Pleadings state and the history of the second preparation object complain state, and the history complains state for characterizing corresponding preparation object Whether complained by the target user；
History based on the first preparation object complains state and the history of the second preparation object to complain state, determines institute State the corresponding customer complaint object of target user.
23. device according to claim 15, further includes:
Detection module, for detecting whether having user to trigger complains instruction；When having detected that user triggers complaint instruction, will touch Hair complains the user of instruction as target user, executes the acquisition target user and calls each mesh in the first preset time period The step of marking the calling frequency of object.
24. device according to claim 15, further includes:
Memory module is called for that when detecting that the target user calls object to be rejected, will refuse the target user Object as target object, obtain and store allocating time and be rejected reason for characterizing that this is rejected calling Air control information.
25. a kind of customer complaint object determining device, comprising:
Time-obtaining module, the allocating time for being rejected calling for obtaining each of target user in the second preset time period, And the complaint time of the target user；
Weight Acquisition module, for based on the allocating time for being each rejected calling and the time complained between the time Interval obtains each time weighting for being rejected calling；
Refusal is because of sub-acquisition module, for described being rejected based on the time weighting for being each rejected calling and each tune With corresponding target object, the refusal factor of each target object is obtained；
Determining module determines the corresponding customer complaint pair of the target user for the refusal factor based on each target object As.
26. device according to claim 25, the refusal is used for because of sub-acquisition module:
For each target object, the time weighting for being rejected calling corresponding to each of the target object is added up, is obtained To the refusal factor of the target object.
27. device according to claim 25, the determining module is used for:
Using the maximum target object of the refusal factor as the corresponding customer complaint object of the target user.
28. device according to claim 25, the determining module is used for:
It is more than the target object of preset threshold as the corresponding customer complaint object of the target user using the refusal factor.
29. a kind of electronic equipment, comprising:
Memory；
One or more processors；And
Customer complaint object determining device, is stored in the memory and is configured to described in any one of claim 15-28 It is performed by one or more processors.
30. a kind of computer readable storage medium, is stored thereon with computer program, power is realized when which is executed by processor Benefit requires the step of any one of 1-14 the method.
CN201910556266.7A 2019-06-25 2019-06-25 Customer complaint object determining method and device, electronic equipment and readable storage medium Active CN110390535B (en)

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