CN110390535B

CN110390535B - Customer complaint object determining method and device, electronic equipment and readable storage medium

Info

Publication number: CN110390535B
Application number: CN201910556266.7A
Authority: CN
Inventors: 沈健刚
Original assignee: Alibaba Group Holding Ltd
Current assignee: Alibaba Group Holding Ltd
Priority date: 2019-06-25
Filing date: 2019-06-25
Publication date: 2023-10-10
Anticipated expiration: 2039-06-25
Also published as: CN110390535A

Abstract

The embodiment of the specification provides a customer complaint object determining method, which is used for acquiring the calling frequency of each target object and the time weight of each refused call, which are called by a target user in a first preset time period, so that the customer complaint object corresponding to the target user is determined based on the calling frequency of each target object and the time weight of each refused call, thereby being capable of helping customer service to quickly locate customer complaint sources and being beneficial to improving customer service efficiency.

Description

Customer complaint object determining method and device, electronic equipment and readable storage medium

Technical Field

The embodiment of the specification relates to the technical field of internet, in particular to a method and a device for determining a customer complaint object, electronic equipment and a readable storage medium.

Background

With the development of internet technology, the network service platform can provide more and more services for users, such as online shopping, online renting goods, online borrowing, and the like. While using the network service, the user inevitably generates user complaints caused by wind control interception when the user calls the platform object. However, as the variety of network services is more and more abundant, the calling behavior of the user is more and more complex, for example, there is a case that the user calls a plurality of different objects in sequence and is refused, so that when the user initiates complaints, customer service is difficult to determine the complaint objects of the user, and the user needs to be queried, which results in low customer service efficiency.

Disclosure of Invention

The embodiment of the specification provides a method, a device, electronic equipment and a readable storage medium for determining a complaint object.

In a first aspect, embodiments of the present disclosure provide a method for determining a complaint object, including: acquiring the calling frequency of each target object called by a target user in a first preset time period, wherein the target object is an object called by the target user and refused; acquiring the calling time of each refused call of the target user and the complaint time of the target user in the first preset time period, and acquiring the time weight of each refused call based on the time interval between the calling time of each refused call and the complaint time; and determining the complaint object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused call.

In a second aspect, embodiments of the present disclosure provide a method for determining a complaint object, including: acquiring the calling time of each refused call of the target user in a second preset time period and the complaint time of the target user; obtaining the time weight of each refused call based on the time interval between the call time of each refused call and the complaint time; obtaining a rejection factor of each target object based on the time weight of each rejected call and the corresponding target object of each rejected call; and determining the complaint object corresponding to the target user based on the rejection factor of each target object.

In a third aspect, embodiments of the present disclosure provide a complaint object determining apparatus, including: the first acquisition module is used for acquiring the calling frequency of each target object called by a target user in a first preset time period, wherein the target objects are objects which are called by the target user and are refused; the second acquisition module is used for acquiring the calling time of each refused call of the target user and the complaint time of the target user in the first preset time period, and acquiring the time weight of each refused call based on the time interval between the calling time of each refused call and the complaint time; and the object determining module is used for determining the complaint object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused call.

In a fourth aspect, embodiments of the present disclosure provide a complaint object determining apparatus, including: the time acquisition module is used for acquiring the calling time of each refused call of the target user in a second preset time period and the complaint time of the target user; the weight acquisition module is used for acquiring the time weight of each refused call based on the time interval between the call time of each refused call and the complaint time; the rejection factor acquisition module is used for acquiring a rejection factor of each target object based on the time weight of each rejected call and the corresponding target object of each rejected call; and the determining module is used for determining the complaint object corresponding to the target user based on the rejection factor of each target object.

In a fifth aspect, embodiments of the present disclosure provide an electronic device, including: a memory; one or more processors; and the complaint object determining device provided in the third or fourth aspect is stored in the memory and configured to be executed by one or more processors.

In a sixth aspect, embodiments of the present specification provide a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements the steps of the complaint object determining method provided in the first or second aspect described above.

The embodiment of the specification has the following beneficial effects:

according to the complaint object determining method provided by the embodiment of the specification, the complaint object corresponding to the target user is determined through the calling frequency of each target object and the time weight of each refused calling called by the target user in the first preset time period, namely, the object to be complained of the target user is predicted. Therefore, customer service personnel can be helped to quickly locate customer complaint sources, the customer service personnel are not required to take time and labor to inquire the customer complaint sources, the customer service workload is effectively reduced, and the customer service efficiency is improved.

Drawings

FIG. 1 is a schematic diagram of an operating environment suitable for use in embodiments of the present description;

FIG. 2 is a flowchart of a method for determining a complaint object according to the first aspect of the embodiment of the present invention;

FIG. 3 is a flowchart of step S204 in the complaint object determining method according to the first aspect of the embodiment of the present invention;

FIG. 4 is a flowchart of step S302 in the complaint object determining method according to the first aspect of the embodiment of the present invention;

FIG. 5 is an exemplary flowchart of a complaint object determining method provided by the second aspect of the embodiments of the present disclosure;

FIG. 6 is another exemplary flow chart of a complaint object determining method provided by the second aspect of the embodiments of the present disclosure;

FIG. 7 is a block diagram of a complaint object determining apparatus according to a third aspect of the embodiment of the present disclosure;

FIG. 8 is a block diagram of a complaint object determining apparatus according to the fourth aspect of the embodiment of the present invention;

fig. 9 is a schematic structural diagram of an electronic device according to a fifth aspect of the embodiments of the present disclosure.

Detailed Description

Referring to fig. 1, a schematic diagram of an operating environment suitable for use in embodiments of the present disclosure is shown. As shown in fig. 1, one or more user terminals 100 may be connected to one or more servers 300 (only one shown in fig. 1) via a network 200 for data communication or interaction. The user terminal 100 may be a personal computer (Personal Computer, PC), a notebook computer, a tablet computer, a smart phone, an electronic reader, a vehicle-mounted device, a network television, or a smart device with a network connection function, such as a wearable device.

The user terminal 100 is provided with a client corresponding to the server for displaying the object accessed to the service platform for the user. The user may invoke the presented object through the client, i.e. request the server for services provided by the object, such as a car rental service, a borrowing service, etc. Wherein the client may be a browser or an application.

It should be noted that, in the embodiment of the present disclosure, the user invokes the object, that is, the user initiates the service request for the service of the object, and at least two results are invoked, one is that the user is invoked to be admitted, that is, the user satisfies the admission condition of the object, and is authorized to use the service of the object, and the other is that the user is invoked to be denied, that is, the user does not satisfy the admission condition of the object, and cannot use the service of the object.

Taking a specific application scenario as an example, for a merchant capable of providing multiple online or offline services that are admitted based on credit, the merchant can access to the credit service platform by cooperating with a credit service platform of a third party, and the credit service platform is used for providing a wind control service for the merchant, namely credit risk assessment for a user crowd, so as to determine whether to admit the service requested by the user based on the user credit. When the user clicks the service interface of the merchant through the client, that is, invokes the service of the merchant, the merchant is authorized to acquire the user information of the user, such as identity information, past order records, order states and the like, and the user information is fed back to the credit service platform, and the credit service platform can perform credit risk assessment on the user according to the user information to obtain a risk assessment result, so as to determine whether the user is admitted to the service requested by the user. That is, it is determined whether the user is admitted or denied the call.

For example, taking a rental service that uses offline service provided by a merchant as a shared product, the merchant can feed back the past credit records of the user, the status of the order (such as overdue or default) and other credits to the credit service platform, and the credit service platform can evaluate the credit risk of the user according to the user information to obtain a risk score. Further, a decision may be made based on the risk score as to whether the user may be authorized to use the personal credit to rent the shared product without paying a deposit.

Aiming at the problem of customer complaints possibly caused by refused call of a user, the embodiment of the specification provides a method for determining the object of the customer complaints, which can more accurately position the source of the customer complaints, thereby improving customer service efficiency and user experience. The method for determining the complaint object provided in the embodiment of the present disclosure may be executed by the server described above, or in other embodiments of the present disclosure, may also be executed by the user terminal.

In addition, it should be noted that, in the embodiment of the present disclosure, the object may be defined according to actual needs, for example, may be defined as a merchant capable of providing online or offline services such as leasing a shared product service, borrowing service, and the like for the user. For example, a network platform has N merchants connected thereto, and each merchant is an object, and N objects are all used. For another example, an object may also be defined as a business contained in a merchant that provides online or offline services to a user, such as a rental business, borrowing business, and the like. For example, a network platform has N merchants accessing, each merchant includes multiple services, and each service of each merchant is an object.

In order to better understand the technical solution of the object determining method provided by the embodiments of the present specification, the following detailed description will be given by referring to the accompanying drawings and specific embodiments, and it should be understood that the specific features of the embodiments of the present specification and the specific features of the embodiments of the present specification are detailed descriptions of the technical solution of the embodiments of the present specification, and not limiting the technical solution of the present specification, and the technical features of the embodiments of the present specification may be combined without conflict. It should be noted that, in the embodiment of the present specification, the term "two or more" includes two or more cases.

In a first aspect, embodiments of the present disclosure provide a method for determining a complaint object. The complaint object determining method provided by the embodiment can be executed by a server. As shown in fig. 2, the method includes steps S200-S204.

Step S200, obtaining the calling frequency of each target object called by a target user in a first preset time period, wherein the target objects are objects which are called by the target user and are refused.

In this embodiment of the present disclosure, the first preset time period is a historical time period, which may be set according to an actual application scenario and multiple experiments, for example, may be set as a complaint time point of the target user as a starting point, and the first half year, the first quarter, the first month, the first week, the first day, or the like.

In an embodiment of the present disclosure, the target user may determine a complaint object for the user who initiates the complaint request, that is, for the user who initiates the complaint request, so as to improve customer service efficiency. At this time, before executing the above step S200, the complaint object determining method provided in the present embodiment may further include: detecting whether a user triggers a complaint instruction; when it is detected that there is a user-triggered complaint instruction, the user who triggered the complaint instruction is taken as a target user, and the above step S200 is executed for the target user. Thereby determining a complaint object for the target user. The operation of triggering the complaint instruction by the user may be various, for example, when the user terminal is a touch screen terminal, the user may trigger the complaint instruction by clicking a contact customer service button preset in the client, or may also trigger the complaint instruction by executing a preset sliding track.

Of course, in other embodiments of the present disclosure, the target user may be a user that satisfies a preset condition, for example, a user that calls for being refused more than a preset number of times in a specific period of time, or a user that calls for being refused more than a preset number of times and has complaint before in a specific period of time, which may specifically be set according to actual needs, and is not limited herein.

In step S200, the target object is an object called by the target user and rejected, that is, an object rejected for calling initiated by the target user more than once. For example, the target user initiates 4 calls to an object within a first preset time period, and if 1 call is rejected and 3 calls are admitted, the object belongs to the target object; if all 4 times are admitted, the object does not belong to the target object.

In particular, in an alternative embodiment, the process of obtaining the call frequency of each target object called by the target user in the first preset time period may include: acquiring the calling times of a target user for calling each target object in a first preset time period; accumulating the calling times of calling each target object to obtain a times accumulated value; for each target object, taking the ratio of the calling times of the target object in the times accumulated value as the calling frequency of the target object. At this time, the call frequency is a value greater than 0 and less than 1, and the sum of call frequencies of each target object is 1.

It should be noted that the number of calls of the target object includes the number of calls refused and the number of calls admitted. For example, in a first preset period, the target user calls a certain target object 10 times, wherein 3 calls are admitted and 7 calls are refused, and the number of calls of the target user to call the target object is 10.

Taking a target object as an example of a merchant, the calling times of each merchant, which are called by a target user in a first preset time period, can be calculated through the data of h+1. For example, assume that the target is within a first preset time periodThe number of merchants with rejected target user calls is n, and A is used _i Representing merchantsiIs to (1) the calling frequencyiTaking an integer between 1 and n. At this time, the call frequencies of the n merchants satisfy the following relationship: a is that ₁ +A ₂ +…+A _n =1, and the call frequencies of the n merchants can be ordered such that 0<A1≤A2≤…≤An。

Step S202, acquiring call time of each refused call of the target user and complaint time of the target user in a first preset time period, and obtaining time weight of each refused call based on time interval between the call time of each refused call and the complaint time of the target user.

In this embodiment, the call time of the refused call may be the time when the target user calls the corresponding target object, or may be the time when the target user calls the corresponding target object to be intercepted, which is not limited herein.

Specifically, when the call of the target user is detected to be refused, the call time can be recorded in advance, so that the call time of each refused call of the target user in the first preset time period can be quickly acquired in the process of determining the complaint object. Of course, in other embodiments of the present disclosure, the call time of each refused call of the target user may also be obtained from the log information of the target user using the corresponding service platform through the client.

In this embodiment, the complaint time of the target user may be the time point when the target user triggers the complaint instruction, and of course, in an actual application scenario, the complaint time may also be set as required. For example, in other embodiments of the present disclosure, the complaint time of the target user may be, in addition to a time point when the user actually triggers the complaint instruction, a time point when one or more target users may complain, which is preset according to the complaint behavior habits of the user in the actual application. For example, in practical application, it is found that the user complaint behavior exceeding the target number occurs within 1 minute after the cumulative number of times of refused calls of each object by the user exceeds the target number of times, then the calling time of the last refused call of the target user in the first preset time period may be taken as the starting time, a time point of 30 seconds later, or a time point of 1 minute later is set as the predicted complaint time of the target user, and the predicted complaint time may be taken as the complaint time of the target user to calculate the customer complaint object corresponding to the target user as an alternative result. If the target user triggers the complaint instruction before the predicted complaint time, the complaint time of the target user is required to be taken as the complaint time of the target user at the time point when the target user actually triggers the complaint instruction, and a complaint object corresponding to the target user is calculated; if the time point of the actual triggering complaint instruction of the target user occurs after the predicted complaint time and the time interval between the actual triggering complaint instruction and the predicted complaint time does not exceed the preset interval threshold, the candidate result can be used as a complaint object corresponding to the target user.

In an alternative embodiment, in step S202, the implementation process of obtaining the time weight of each refused call based on the time interval between the call time and the complaint time of each refused call of the target user may include: accumulating the time interval between the calling time and the complaint time of each refused call to obtain a time accumulated value; and regarding each refused call, taking the duty ratio of the time interval between the call time of the refused call and the complaint time in the time accumulated value as the time weight of the refused call, thereby obtaining the time weight of each refused call.

For example, assuming that the target objects include merchant 1, merchant 2, and merchant 3, the complaint time of the target userT ₀ . Within a first preset time period, the target user firstly calls the a1 service of the merchant 1 to be refused, namely the call time of refusing to call the D1 isT ₁ The call time when the target user calls the business a1 of the merchant 1 for the second time is refused, namely the call D2 is refusedT ₂ The call time when the b1 service of the target user calling merchant 2 is refused, namely the refused call D3 isT ₃ The b2 service of the target user calling merchant 2 is refused, namely the call time of refused calling D4 is T ₄ The c1 service of the target user calling merchant 3 is refused, namely refused to call D5The time is as followsT ₅ . At this time, the time accumulated value is:the time weight of the refused call D1 is: />The time weight of the refused call D2 is: />The time weight of the refused call D3 is: />The time weight of the refused call D4 is: />The time weight of the refused call D5 is: />。

Step S204, determining the complaint object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused calling.

It can be understood that the usage habit of the target user for an object, such as a business, or a business in the business, can be described from the action perspective of the target user through the calling frequency of the target object. The time weight of the refused call is used to measure the interval between the call time of the refused call and the complaint time of the user.

As an embodiment, as shown in fig. 3, the implementation process of the step S204 may include the following steps S300 and S302:

step S300, for each target object, accumulating the time weights corresponding to the target object and refused to be invoked to obtain the refusing factor of the target object.

The rejection factor of each target object can be obtained through step S300. Assuming that n target objects called by the target user are included in the first preset time period, the time weight of the call is refusedBy usingB _ij The representation, wherein,ifor indicating the firstiThe number of objects to be targeted,jindicating that the target user is within the first preset time periodjSecondary call target objectiIs rejected. Wherein, the liquid crystal display device comprises a liquid crystal display device,ian integer between 1 and n may be taken,jcan take 1 to m _i Integer between m _i Invoking a first preset time period for the target useriThe number of times that the individual target object is rejected. ThenB _ij Satisfy the following requirements。

For example, in the above example, the target user is denied that merchant 1 is called twice, i.e. merchant 1 is denied corresponding to two denied calls, namely denied call D1 and denied call D2, respectively, then the denial factor of merchant 1ξ ₁ The method comprises the following steps:the method comprises the steps of carrying out a first treatment on the surface of the Merchant 2 also corresponds to two rejected calls, reject call D3 and reject call D4, respectively, the reject factor for merchant 2ξ ₂ The method comprises the following steps: />The method comprises the steps of carrying out a first treatment on the surface of the Merchant 3 is denied call once, i.e. denied call D5, then merchant 3's denial factorξ ₃ The method comprises the following steps: />。

Similarly, when the target object is a business in the merchant, the reject factor may be calculated for each call of the target user to the rejected business. For example, for merchant 1's a1 traffic in the example above, the rejection factor for a1 traffic is: The method comprises the steps of carrying out a first treatment on the surface of the And for b1 service of merchant 2, the rejection factor of b1 service is: />。

Step S302, based on the calling frequency and the rejection factor of each target object, the complaint object corresponding to the target user is determined.

Specifically, as shown in fig. 4, the above step S302 may include the following steps S400 and S402:

step S400, taking the rejection factor of each target object as a weighting coefficient, and carrying out weighted accumulation on the calling frequency of each target object to obtain a frequency weighting value.

For example, assuming that there are five target objects, after the rejection factors of the five target objects are multiplied by the corresponding calling frequencies, the five products are accumulated to obtain the frequency weighting value. Taking the target object as the merchant as an example, in the above example, the frequency weighting valueThe method comprises the following steps: />。

In step S402, the target object whose calling frequency and frequency weighting value are closest to each other is taken as the complaint object corresponding to the target user.

It should be noted that, in this embodiment, the calling frequency may reflect the historical behavior habit of the target user for calling the target object. The rejection factor can reflect the probability that the target user is rejected by the target object in combination with the time dimension, and the more times the target user calls the target object to be rejected in the first preset time period, the larger the rejection factor of the target object.

Furthermore, the calling frequency of each target object and the rejection factor are weighted and accumulated based on the rejection factor by combining the historical behavior habit of the target object called by the target user and the probability that the target user is rejected by the target object, so as to obtain a frequency weighted value. The frequency weighting value can reflect the average frequency of calling the target objects by the target user under the influence of refused calling, and then the target object with the calling frequency closest to the average frequency is determined by calculating the absolute value of the distance between the calling frequency of each target object and the average frequency, namely the difference value between the calling frequency and the average frequency. It will be appreciated that the target object whose call frequency is closest to the average frequency is the target object whose call is least affected by the tendency of the use of the target user.

Specifically, the following formula may be used:

obtaining the target object with minimum calling frequency and frequency weighting value distancex. Wherein, the liquid crystal display device comprises a liquid crystal display device,A _i representing a target objectiIs a calling frequency of (a);B _ij represent the firstiThe corresponding first target objectjThe time weight of the next refused call. That is, a target object is calculatedxIs of the calling frequency of (a)A _x And frequency weighting valueNearest distance, i.e.)>Minimum value of (2) then the target object xAs a complaint object corresponding to the target user.

In an alternative embodiment, the call frequency of each target object may be sorted from small to large or from large to small, and then brought into the above formula (1) in turn, so as to quickly obtain the target objectx。

It should be noted that, by studying the usage habits of the user, it is found that, for an object that is frequently called and has a high rejection probability, that is, an object that is frequently used by the user but is frequently rejected, the probability of complaint of the user is high.

The smaller the value of (c) indicates that the smaller the impact that the call is denied to the target user's propensity to use the target object, the greater the probability that the target object will be complained by the target user, because the user is still prone to use the target object's services while being denied.

It can be understood that after a user fails to call a certain object, i.e. call is refused, if the user still wants to use the service of the object, the user tries to call for many times, if all call fails, complaints are initiated to customer service, and the reason of refused call is known, so that the problem can be solved, and the admission of the object is realized. In this process, the calling frequency and rejection factor of the object are greatly improved correspondingly. Therefore, in other embodiments of the present disclosure, the target object with the largest product of the calling frequency and the corresponding rejection factor may also be used as the complaint object corresponding to the target user.

The complaint object determined in step S204 is the predicted object that may be complained by the target user. The customer complaint object corresponding to the target user is determined, so that customer service personnel can be helped to locate the customer complaint source, namely, the object to which the target user wants to complain is determined, the corresponding object is further quickly associated to obtain the refusal reason, the customer service personnel is not required to take time and effort to inquire the customer complaint source, the customer service workload is effectively reduced, and the customer service efficiency is greatly improved. In addition, under the multi-scene concurrency condition that a plurality of different objects are refused when a user calls the objects in sequence, the source of the customer complaint can be accurately positioned, and customer service personnel can be helped to quickly process the problem of the customer complaint.

In order to further improve customer service efficiency, as an optional embodiment, after determining a customer complaint object corresponding to a target user, the customer complaint object determining method provided in the embodiment of the present disclosure may further include: obtaining wind control information corresponding to a customer complaint object, wherein the wind control information is used for representing the reason that a target user initiates a refused call to the customer complaint object in a first preset time period; and outputting the complaint object and the wind control information corresponding to the complaint object.

Specifically, after the complaint object corresponding to the target user is determined, it can be further identified what kind of wind control reason the target user is intercepted by the complaint object, that is, the reason that the target user calls the complaint object to be refused. As one implementation mode, when the fact that the calling object of the target user is refused is detected in advance, the reason that the target user is refused is recorded, and therefore after the complaint object corresponding to the target user is determined, the wind control information corresponding to the complaint object can be searched and obtained based on the target user and the complaint object. Of course, in other embodiments of the present disclosure, after determining the complaint object, the wind control information corresponding to the complaint object may be requested to the wind control terminal in real time, and the wind control terminal returns the reason that the target user calls the complaint object to be refused in the first preset time period.

In the embodiment of the present disclosure, the manner of outputting the complaint object and the wind control information corresponding to the complaint object may be set according to actual needs. For example, the customer complaint object and the wind control information corresponding to the customer complaint object may be output to the customer service end, or the customer complaint object of the target user and the wind control information corresponding to the customer complaint object may be stored in a specified path, and the customer complaint object corresponding to the target user and the wind control information corresponding to the customer complaint object may be obtained from the customer service end to the specified path. The output customer complaint objects and the wind control information corresponding to the customer complaint objects can help customer service personnel to quickly determine what object the target user is intercepted by and what wind control reason when the target user initiates a complaint instruction, customer complaint is timely processed, customer service efficiency is improved, and customer experience can be improved.

In addition, in an alternative embodiment of the present disclosure, in order to facilitate obtaining relevant information of the user that is refused to call, such as the call time, the call object, and the reason for refusing, the relevant information of refusing to call may be recorded in advance when the user that is refused to call the object is detected. Specifically, when the user call object is detected to be refused, the object refused to be called by the user is taken as a target object, and the relevant information refused to be called this time is acquired and stored, for example, the relevant information can include, but is not limited to, the call time, the user identification, the identification of the call object and wind control information for representing the reason of refused. When the related information of the refused call is stored, the call time, the user identification, the identification of the call object and the wind control information of the refused call can be stored in a correlation way.

In particular, to facilitate recording information about each rejected call for each user, a user state array may be constructed for each rejected call for each user. In one embodiment, the user state array may be represented as: (time, user, message, reject_code). The time is used for representing the calling time of the refused calling; the user is used for representing the user identification, and can be, for example, the user account with the granularity of 2088 or the user account with the granularity of 2688 can be thinned; the merchant is used for indicating the identity of the calling object corresponding to the refused call. For example, when the object is a merchant, a merchant id may be used, or an application id (app id), that is, an id of a specific service called in the merchant, may be used, and when the object is a service in the merchant, the app id may be used; reject_code is a field used to characterize the reason that the user was rejected, e.g., for rental services, invoking the service by the user is rejected due to user violations, overdue records, or low user liveness, etc.

In another embodiment, the user state array may further include a flag field (i.e., a time, user, memory, reject_code, flag) in addition to the four elements. Wherein, the flag is a field for characterizing whether the user has complained about the object merchant before. For example, the flag field may be represented by "0" or "1", when flag=1, indicating that the user has previously complained about the object, and when flag=0, indicating that the user has not previously complained about the object. It should be noted that, the flag field is a field updated in real time, that is, when a complaint operation of a user on an object is detected, the flag field in the corresponding user state array may be updated in real time. In other embodiments of the present disclosure, the flag field may also be used to characterize the number of times a user complains about an object, i.e., when a complaint operation of the user on an object is detected, the value of the corresponding flag field is increased by 1.

Based on this, before executing the above step S200, the complaint object determining method provided in an embodiment of the present disclosure may further include: when the object called by the target user is detected to be refused, the object called by the refused target user is taken as the target object, and the calling time of the refused call and the wind control information for representing the refused reason are acquired and stored. Of course, besides the call time and the wind control information, the user identification of the target user and the identification of the object may also be acquired and stored. When the complaint object of the target user is determined, the calling time of each refused call of the target user in the first preset time period can be conveniently obtained from the prestored information, and after the complaint object of the target user is determined, the air control information corresponding to the complaint object which is the reason that the target user calls the complaint object and is refused in the first preset time period can be searched through the user identification of the target user and the identification of the complaint object, so that the information is not required to be searched from a large number of calling logs, the determination time of the complaint object is shortened, the customer service response speed is accelerated, and the user experience is improved.

In a second aspect, embodiments of the present disclosure further provide another complaint object determining method. The complaint object determining method provided by the embodiment can be executed by a server. As shown in fig. 5, the method includes steps S500 to S506.

Step S500, acquiring the call time of each refused call of the target user in a second preset time period and the complaint time of the target user.

Specifically, the manner of obtaining the call time of each refused call of the target user and the complaint time of the target user within the second preset time period is similar to the manner of obtaining the call time of each refused call and the complaint time of the target user in the step S202 of the first aspect, and the specific implementation process may refer to the related description in the step S202 and will not be repeated here.

In an alternative embodiment, before executing the step S500, the complaint object determining method provided in this embodiment may further include: detecting whether a user triggers a complaint instruction; and when detecting that a user triggers the complaint instruction, taking the user triggering the complaint instruction as a target user, and executing the steps of acquiring the calling time of each refused call of the target user in a second preset time period and the complaint time of the target user. For specific implementation procedures, reference may be made to corresponding implementation procedures in the above first aspect, and details are not repeated here.

Step S502, obtaining the time weight of each refused call based on the time interval between the call time and the complaint time of each refused call.

In this embodiment, the time interval between the call time of each refused call and the complaint time of the target user may be accumulated to obtain a time accumulated value; further, for each call to be rejected, the ratio of the time interval between the call time of the call to be rejected and the complaint time in the time accumulation value is used as the time weight of the call to be rejected, and the time weight of each call to be rejected is obtained. The specific implementation process is similar to that of the step S202 in the first aspect, and reference may be made to the description related to the step S202, which is not repeated here.

Step S504, obtaining the rejection factor of each target object based on the time weight of each rejected call and the corresponding target object of each rejected call.

In this embodiment, for each target object, the time weights corresponding to each refused call of the target object may be accumulated to obtain the refusing factor of the target object, so as to obtain the refusing factor of each target object. The specific implementation process is similar to that of step S300 in the above-mentioned first aspect, and reference may be made to the related description of step S300, which is not repeated here.

Step S506, determining the complaint object corresponding to the target user based on the rejection factor of each target object.

Through researching the behavior habit of the user in the actual application scene, the user behavior logic is found to be: after a user is refused by an object k such as a merchant k, if the user still has the requirement of using the object service, the user frequently tries to call the object service, and complaints are initiated to customer service when the call is refused. The user frequently tries to call the object service and refused, so that the refusing factor of the frequently tried to call the object is greatly improved, and if the frequently tried times are enough, the user canSo that the rejection factor of the object is sigma _k B _jk （jTake 1 to m _k An integer therebetween) is approximately 1.

Based on the above, after the target user is identified as being refused to call, the target objects which are frequently attempted to be called and are refused can be identified based on the refusing factor of each target object, so that the complaint object corresponding to the target user is determined based on the identified target objects.

As an embodiment, the determining, based on the rejection factor of each target object, the complaint object corresponding to the target user may include: and taking the target object with the largest rejection factor as the complaint object corresponding to the target user.

Specifically, the following formula (2) can be used:

and obtaining the target object y with the largest rejection factor. Alternatively, since the rejection factor is a value greater than 0 and less than or equal to 1, it is also possible to pass the following formula (3):

and obtaining the target object y with the rejection factor closest to 1, namely with the largest rejection factor.

As another embodiment, the determining the complaint object corresponding to the target user based on the rejection factor of each target object may include: and taking the target object with the rejection factor exceeding the preset threshold value as the complaint object corresponding to the target user. The preset threshold may be set according to an actual application scenario, for example, may be set to 0.6, 0.8, or 0.9, etc.

It should be noted that, in this embodiment, the second preset time period is a historical time period, which may be set according to an actual application scenario and multiple experiments, for example, may be set to a complaint time point of the target user as a starting point, and the time length may be set to an hour order, for example, half an hour, one hour, or two hours before the complaint time point of the target user, so that whether the target user has the user behavior logic in the second preset time period can be more accurately reflected by comparing rejection factors of each target object.

According to the embodiment, whether the target user has the user behavior logic for a certain target object in a second preset time period is identified through the rejection factor of each target object, so that the complaint object corresponding to the target user is determined, the source of the complaint is conveniently and rapidly positioned, and the customer service efficiency is improved. In addition, under the multi-scene concurrency condition that a plurality of different objects are refused when a user calls the objects in sequence, the source of the customer complaint can be accurately positioned, and customer service personnel can be helped to quickly process the problem of the customer complaint.

In an optional embodiment of the present disclosure, after determining a complaint object corresponding to a target user, the complaint object determining method provided in the embodiment of the present disclosure may further include: obtaining wind control information corresponding to the customer complaint object, wherein the wind control information is used for representing the reason that the target user initiates the refused call to the customer complaint object in the second preset time period; outputting the complaint object and the wind control information corresponding to the complaint object. The specific implementation process may refer to the related description of the first aspect, which is not repeated herein. Therefore, customer service personnel can be helped to quickly determine what object the target user is intercepted by and what wind control reason when the target user initiates a complaint instruction, customer complaints can be processed in time, customer service efficiency is improved, and customer experience can be improved.

In an optional embodiment of the present disclosure, in order to facilitate obtaining relevant information of the user that is refused to call, such as a call time, a call object, and a reason for refusing, the relevant information of refused to call may be recorded in advance when the user that is refused to call the object is detected. The specific implementation process may refer to the description of recording the related information refused to be invoked in the first aspect, which is not repeated herein. Based on this, before executing the above step S500, the complaint object determining method provided in the present embodiment may further include: when the object called by the target user is detected to be refused, the object called by the refused target user is taken as the target object, and the calling time of the refused call and the wind control information for representing the refused reason are acquired and stored.

In an optional embodiment of the present disclosure, the step S506 specifically includes taking the target object whose rejection factor exceeds the preset threshold as the complaint object corresponding to the target user, and when there is no target object whose rejection factor exceeds the preset threshold, the complaint object determining method provided in the embodiment of the present disclosure may further include steps S200 to S204 provided in the first aspect, so as to obtain the complaint object of the target user.

In addition, an embodiment of the present disclosure further provides a method for determining a complaint object, as shown in fig. 6, which includes steps S600 to S610. The process combines the complaint object determining process provided in the steps S200 to S204 in the first aspect and the complaint object determining process provided in the steps S500 to S506 in the second aspect, which is beneficial to improving the accuracy of the complaint object determining result.

Step S600, the calling frequency of each target object called by a target user in a first preset time period is obtained, wherein the target object is the object called by the target user and refused.

Step S602, obtaining time weight of each refused call of the target user in a first preset time period.

Step S604, obtaining a first preparation object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused calling in a first preset time period.

It should be noted that, the specific process of step S600 to step S604 may refer to the implementation process of step S200 and step S204 in the above first aspect, and will not be repeated here.

Step S606, the time weight of each refused call of the target user in the second preset time period is obtained, and the refusing factor of each target object in the second preset time period is obtained based on the time weight of each refused call and the corresponding target object of each refused call.

Step S608, determining a second preparation object corresponding to the target user based on the rejection factor of each target object in the second preset time period.

It should be noted that, the specific implementation process of step S606 and step S608 may refer to the implementation process of step S500 to step S506, and will not be described herein.

In step S610, a complaint object corresponding to the target user is determined based on the first preliminary object and the second preliminary object.

In this embodiment, when the first preliminary object and the second preliminary object are identical, the first preliminary object and the second preliminary object are regarded as complaint objects corresponding to the target user. When the first preliminary object and the second preliminary object are inconsistent, as an embodiment, the first preliminary object and the second preliminary object may be combined together to serve as complaints corresponding to the target user, for example, the first preliminary object is the object k1, and the second preliminary object is the object k2, and both the object k1 and the object k2 are determined to be complaints corresponding to the target user, so as to further output the object k1, the object k2, the wind control information corresponding to the object k1, and the wind control information corresponding to the object k 2.

As another embodiment, a historical complaint state of the first preliminary object and a historical complaint state of the second preliminary object may be obtained, where the historical complaint states are used to characterize whether the corresponding preliminary object was complaint by the target user; further, a customer complaint object corresponding to the target user is determined based on the historical complaint state of the first preliminary object and the historical complaint state of the second preliminary object.

Specifically, the historical complaint states of the target user on the first preliminary object and the second preliminary object may be obtained in real time from the behavioral log of the target user, or the historical complaint states of the first preliminary object and the historical complaint states of the second preliminary object may be obtained based on the flag field in the user state array described in the first aspect.

For example, in the above example, if the object k1 was complained by the target user and the object k2 was not complained by the target user, the object k1 is taken as a complaint object corresponding to the target user, and if the objects k1 and k2 were both complained by the target user or the objects k1 and k2 were not both complained by the target user, the objects k1 and k2 are taken as complaint objects corresponding to the target user.

It should be noted that, in this embodiment, the time length of the second preset time period may be smaller than the time length of the first preset time period, for example, the time length of the first preset time period is one day, and the time length of the second preset time period is one hour. Of course, in other embodiments of the present specification, the second preset time period may also be set to the same time period as the first preset time period.

In a third aspect, embodiments of the present specification further provide a complaint object determining apparatus based on the same inventive concept as the complaint object determining method provided in the foregoing first embodiment. Referring to fig. 7, the complaint object determining apparatus 70 includes:

A first obtaining module 71, configured to obtain a call frequency of a target user for calling each target object in a first preset time period, where the target object is an object that is called by the target user and is rejected;

a second obtaining module 72, configured to obtain a call time of each refused call of the target user and a complaint time of the target user in the first preset period, and obtain a time weight of each refused call based on a time interval between the call time of each refused call and the complaint time;

the object determining module 73 is configured to determine a complaint object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused call.

As an alternative embodiment, the complaint object determining apparatus 70 may further include:

a third obtaining module 74, configured to obtain wind control information corresponding to the complaint object, where the wind control information is used to characterize a reason that the target user initiates a call to the complaint object to be refused in the first preset time period;

and the output module 75 is used for outputting the complaint object and the wind control information corresponding to the complaint object.

As an alternative embodiment, the first obtaining module 71 may include:

the number acquisition sub-module 711 is configured to acquire the number of times that the target user invokes each target object in a first preset time period;

the number accumulation sub-module 712 is configured to accumulate the number of calls of each target object to obtain a number accumulation value;

a frequency acquisition sub-module 713, configured to, for each target object, use, as the frequency of call of the target object, the ratio of the number of calls of the target object in the number accumulated value.

As an alternative embodiment, the second obtaining module 72 may include:

a time accumulation sub-module 721, configured to accumulate the time interval between the call time of each refused call and the complaint time, to obtain a time accumulation value;

a weight obtaining sub-module 722, configured to, for each refused call, use, as a time weight of the refused call, a duty ratio of a time interval between a call time of the refused call and the complaint time in the time accumulated value.

As an alternative embodiment, the object determining module 73 may include:

The weight accumulation sub-module 731 is configured to accumulate, for each target object, a time weight corresponding to the target object and refused to be invoked, to obtain a refusing factor of the target object;

a determining submodule 732, configured to determine a complaint object corresponding to the target user based on the calling frequency and the rejection factor of each target object.

As an alternative embodiment, the determining submodule 732 is configured to: taking the rejection factor of each target object as a weighting coefficient, and carrying out weighted accumulation on the calling frequency of each target object to obtain a frequency weighting value; and taking the target object with the calling frequency closest to the frequency weighted value as the complaint object corresponding to the target user.

a fourth obtaining module, configured to obtain a time weight of each refused call of the target user in a second preset time period, and obtain a refusing factor of each target object in the second preset time period based on the time weight of each refused call and the corresponding target object of each refused call;

a preliminary object obtaining module, configured to determine a second preliminary object corresponding to the target user based on a rejection factor of each target object in the second preset time period;

At this time, the object determination module 73 may include:

the first object determining submodule is used for obtaining a first preparation object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused call in the first preset time period;

and the second object determination submodule is used for determining the complaint object corresponding to the target user based on the first preparation object and the second preparation object.

As an alternative embodiment, the second object determining submodule is configured to: when the first preparation object is inconsistent with the second preparation object, acquiring a historical complaint state of the first preparation object and a historical complaint state of the second preparation object, wherein the historical complaint state is used for representing whether the corresponding preparation object is complained by the target user or not; and determining the complaint object corresponding to the target user based on the historical complaint state of the first preparation object and the historical complaint state of the second preparation object.

the detection module is used for detecting whether a user triggers a complaint instruction; when detecting that a user triggers a complaint instruction, taking the user triggering the complaint instruction as a target user, and executing the step of acquiring the calling frequency of each target object, which is called by the target user, in a first preset time period.

and the storage module is used for taking the object refused to be called by the target user as a target object when the refused calling object of the target user is detected, and acquiring and storing the call time refused to be called this time and wind control information for representing the refused reason.

It should be noted that, in the complaint object determining apparatus 70 provided in the embodiment of the present specification, the specific manner in which each module performs the operation has been described in detail in the embodiment of the method provided in the first aspect, and will not be described in detail here.

In a fourth aspect, the present embodiment also provides a complaint object determining apparatus based on the same inventive concept as the complaint object determining method provided in the foregoing second embodiment. Referring to fig. 8, the complaint object determining apparatus 80 includes:

a time obtaining module 81, configured to obtain a call time of each refused call of a target user and a complaint time of the target user in a second preset time period;

a weight obtaining module 82, configured to obtain a time weight of each refused call based on a time interval between the call time of each refused call and the complaint time;

A rejection factor obtaining module 83, configured to obtain a rejection factor of each target object based on the time weight of each rejected call and the target object corresponding to each rejected call;

a determining module 84, configured to determine a complaint object corresponding to the target user based on the rejection factor of each target object.

As an alternative embodiment, the rejection factor obtaining module 83 is configured to:

and accumulating the time weight corresponding to each refused call of each target object aiming at each target object to obtain the refusing factor of the target object.

As an alternative embodiment, the determining module 84 is configured to: and taking the target object with the largest rejection factor as the complaint object corresponding to the target user.

As an alternative embodiment, the determining module 84 is configured to: and taking the target object of which the rejection factor exceeds a preset threshold value as a complaint object corresponding to the target user.

It should be noted that, in the complaint object determining apparatus 80 provided in the embodiment of the present specification, the specific manner in which each module performs the operation has been described in detail in the method embodiment provided in the first aspect, and will not be described in detail here.

In a fifth aspect, based on the same inventive concept as the complaint object determining method provided in the foregoing embodiment, the present embodiment further provides an electronic device, as shown in fig. 9, including a memory 904, one or more processors 902, and a computer program stored on the memory 904 and executable on the processor 902, wherein the processor 902 implements the steps of the complaint object determining method provided in the foregoing first or second aspect when executing the program.

Where in FIG. 9 a bus architecture (represented by bus 900), bus 900 may include any number of interconnected buses and bridges, with bus 900 linking together various circuits, including one or more processors, represented by processor 902, and memory, represented by memory 904. Bus 900 may also link together various other circuits such as peripheral devices, voltage regulators, power management circuits, etc., as are well known in the art and, therefore, will not be described further herein. The bus interface 905 provides an interface between the bus 900 and the receiver 901 and the transmitter 903. The receiver 901 and the transmitter 903 may be the same element, i.e. a transceiver, providing a unit for communicating with various other apparatus over a transmission medium. The processor 902 is responsible for managing the bus 900 and general processing, while the memory 904 may be used to store data used by the processor 902 in performing operations.

It will be appreciated that the configuration shown in fig. 9 is merely illustrative, and that the electronic device provided by the embodiments of the present disclosure may further include more or fewer components than those shown in fig. 9, or have a different configuration than that shown in fig. 9. The components shown in fig. 9 may be implemented in hardware, software, or a combination thereof.

In a sixth aspect, based on the same inventive concept as the complaint object determining method provided in the foregoing embodiment, the present specification embodiment also provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements the steps of the complaint object determining method provided in the foregoing first aspect or the complaint object determining method provided in the second aspect.

The foregoing describes specific embodiments of the present disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims can be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

The present description is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the specification. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

While preferred embodiments of the present description have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. It is therefore intended that the following claims be interpreted as including the preferred embodiments and all such alterations and modifications as fall within the scope of the disclosure.

It will be apparent to those skilled in the art that various modifications and variations can be made in the present specification without departing from the spirit or scope of the specification. Thus, if such modifications and variations of the present specification fall within the scope of the claims and the equivalents thereof, the present specification is also intended to include such modifications and variations.

Claims

1. A customer complaint object determining method comprising:

Acquiring the calling frequency of each target object called by a target user in a first preset time period, wherein the target object is an object called by the target user and refused;

acquiring the call time of each refused call of the target user and the complaint time of the target user in the first preset time period, and obtaining the time weight of each refused call based on the time interval between the call time of each refused call and the complaint time, wherein the method comprises the following steps: accumulating the time interval between the call time of each refused call and the complaint time to obtain a time accumulated value; for each refused call, taking the duty ratio of the time interval between the call time of the refused call and the complaint time in the time accumulated value as the time weight of the refused call;

based on the calling frequency of each target object and the time weight of each refused call, determining the complaint object corresponding to the target user comprises the following steps: accumulating the time weights of the refused calls corresponding to each target object to obtain the refusing factors of the target objects; taking the rejection factor of each target object as a weighting coefficient, and carrying out weighted accumulation on the calling frequency of each target object to obtain a frequency weighting value; and taking the target object with the calling frequency closest to the frequency weighted value as the complaint object corresponding to the target user.

2. The method of claim 1, further comprising, after the determining the complaint object corresponding to the target user:

obtaining wind control information corresponding to the complaint object, wherein the wind control information is used for representing the reason that the target user initiates the refused call to the complaint object in the first preset time period;

and outputting the complaint object and wind control information corresponding to the complaint object.

3. The method of claim 1, wherein the obtaining the call frequency of each target object by the target user in the first preset time period comprises:

acquiring the calling times of the target user for calling each target object in a first preset time period;

accumulating the calling times of each target object to obtain a times accumulated value;

for each target object, taking the ratio of the calling times of the target object in the times accumulated value as the calling frequency of the target object.

4. The method of claim 1, wherein the obtaining the call frequency of each target object before the target user calls each target object in the first preset time period further comprises:

acquiring the time weight of each refused call of the target user in a second preset time period, and acquiring a refusing factor of each target object in the second preset time period based on the time weight of each refused call and the corresponding target object of each refused call;

Determining a second preparation object corresponding to the target user based on the rejection factor of each target object in the second preset time period;

the determining the complaint object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused to call comprises the following steps:

obtaining a first preparation object corresponding to the target user based on the calling frequency of each target object and the time weight of each refused call in the first preset time period;

and determining the complaint object corresponding to the target user based on the first preparation object and the second preparation object.

5. The method of claim 4, the determining, based on the first preliminary object and the second preliminary object, a complaint object corresponding to the target user, comprising:

when the first preparation object is inconsistent with the second preparation object, acquiring a historical complaint state of the first preparation object and a historical complaint state of the second preparation object, wherein the historical complaint state is used for representing whether the corresponding preparation object is complained by the target user or not;

and determining the complaint object corresponding to the target user based on the historical complaint state of the first preparation object and the historical complaint state of the second preparation object.

6. The method of claim 1, wherein the obtaining the call frequency of each target object before the target user calls each target object in the first preset time period further comprises:

detecting whether a user triggers a complaint instruction;

when detecting that a user triggers a complaint instruction, taking the user triggering the complaint instruction as a target user, and executing the step of acquiring the calling frequency of each target object, which is called by the target user, in a first preset time period.

7. The method of claim 1, wherein the obtaining the call frequency of each target object before the target user calls each target object in the first preset time period further comprises:

when the object called by the target user is detected to be refused, the object which is refused to be called by the target user is taken as a target object, and the calling time of the refused call and the wind control information for representing the refused reason are acquired and stored.

8. A customer complaint object determining method comprising:

acquiring the calling time of each refused call of the target user in a second preset time period and the complaint time of the target user;

obtaining the time weight of each refused call based on the time interval between the call time of each refused call and the complaint time, wherein the time weight comprises the following steps: accumulating the time interval between the call time of each refused call and the complaint time to obtain a time accumulated value; for each refused call, taking the duty ratio of the time interval between the call time of the refused call and the complaint time in the time accumulated value as the time weight of the refused call;

Based on the time weight of each refused call and the corresponding target object of each refused call, obtaining a refusing factor of each target object comprises the following steps: accumulating the time weight of each refused call corresponding to each target object aiming at each target object to obtain a refusing factor of the target object;

and determining the complaint object corresponding to the target user based on the rejection factor of each target object.

9. The method of claim 8, wherein the determining the complaint object corresponding to the target user based on the rejection factor of each target object comprises:

and taking the target object with the largest rejection factor as the complaint object corresponding to the target user.

10. The method of claim 8, wherein the determining the complaint object corresponding to the target user based on the rejection factor of each target object comprises:

and taking the target object of which the rejection factor exceeds a preset threshold value as a complaint object corresponding to the target user.

11. A complaint object determining apparatus comprising:

the first acquisition module is used for acquiring the calling frequency of each target object called by a target user in a first preset time period, wherein the target objects are objects which are called by the target user and are refused;

The second obtaining module is configured to obtain a call time of each refused call of the target user and a complaint time of the target user in the first preset time period, and obtain a time weight of each refused call based on a time interval between the call time of each refused call and the complaint time, where the time weight includes: accumulating the time interval between the call time of each refused call and the complaint time to obtain a time accumulated value; for each refused call, taking the duty ratio of the time interval between the call time of the refused call and the complaint time in the time accumulated value as the time weight of the refused call;

the object determining module is configured to determine, based on the call frequency of each target object and the time weight of each refused call, a complaint object corresponding to the target user, and includes: accumulating the time weights of the refused calls corresponding to each target object to obtain the refusing factors of the target objects; taking the rejection factor of each target object as a weighting coefficient, and carrying out weighted accumulation on the calling frequency of each target object to obtain a frequency weighting value; and taking the target object with the calling frequency closest to the frequency weighted value as the complaint object corresponding to the target user.

12. The apparatus of claim 11, further comprising:

the third acquisition module is used for acquiring wind control information corresponding to the complaint object, wherein the wind control information is used for representing the reason that the target user initiates the call refused to the complaint object in the first preset time period;

and the output module is used for outputting the complaint object and the wind control information corresponding to the complaint object.

13. The apparatus of claim 11, the first acquisition module comprising:

the times acquisition sub-module is used for acquiring the calling times of the target user for calling each target object in a first preset time period;

the times accumulating sub-module is used for accumulating the calling times of each target object to obtain times accumulated values;

the frequency acquisition sub-module is used for taking the duty ratio of the calling times of each target object in the times accumulated value as the calling frequency of the target object.

14. The apparatus of claim 11, further comprising:

the object determination module includes:

15. The apparatus of claim 14, the second object determination submodule to:

16. The apparatus of claim 11, further comprising:

17. The apparatus of claim 11, further comprising:

18. A complaint object determining apparatus comprising:

the time acquisition module is used for acquiring the calling time of each refused call of the target user in a second preset time period and the complaint time of the target user;

the weight obtaining module is configured to obtain a time weight of each refused call based on a time interval between the call time of each refused call and the complaint time, and includes: accumulating the time interval between the call time of each refused call and the complaint time to obtain a time accumulated value; for each refused call, taking the duty ratio of the time interval between the call time of the refused call and the complaint time in the time accumulated value as the time weight of the refused call;

The rejection factor obtaining module is configured to obtain a rejection factor of each target object based on the time weight of each rejected call and the target object corresponding to each rejected call, where the rejection factor obtaining module includes: accumulating the time weight of each refused call corresponding to each target object aiming at each target object to obtain a refusing factor of the target object;

and the determining module is used for determining the complaint object corresponding to the target user based on the rejection factor of each target object.

19. The apparatus of claim 18, the determination module to:

20. The apparatus of claim 18, the determination module to:

21. An electronic device, comprising:

a memory;

one or more processors; a kind of electronic device with high-pressure air-conditioning system

The complaint object determining apparatus of any one of claims 11-20 stored in the memory and configured to be executed by one or more processors.

22. A computer readable storage medium having stored thereon a computer program which when executed by a processor performs the steps of the method of any of claims 1-10.