CN111132048A - Fee sending method, device, equipment and storage medium based on flow use - Google Patents
Fee sending method, device, equipment and storage medium based on flow use Download PDFInfo
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- CN111132048A CN111132048A CN201911181607.3A CN201911181607A CN111132048A CN 111132048 A CN111132048 A CN 111132048A CN 201911181607 A CN201911181607 A CN 201911181607A CN 111132048 A CN111132048 A CN 111132048A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/24—Accounting or billing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W8/00—Network data management
- H04W8/18—Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
- H04W8/183—Processing at user equipment or user record carrier
Abstract
The application provides a fee sending method, a fee sending device and a fee storage medium based on flow use, wherein the method comprises the steps of obtaining appeal information of a user, wherein the appeal information comprises a mobile phone number of a flow dispute user and a target month of flow dispute occurrence, automatically obtaining flow service data of the flow dispute user according to the mobile phone number and the target month, determining a fee sending amount, sending a fee corresponding to the fee sending amount to an account of the flow dispute user according to the fee sending instruction when the fee sending instruction is obtained, achieving one-key fee sending, being capable of replying the user appeal in the shortest time, effectively sending the fee to the user in time, shortening a processing period for processing the user appeal, improving working efficiency and improving satisfaction degree of the user.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a method, an apparatus, a device, and a storage medium for sending a fee based on traffic usage.
Background
In the 4G era, with the huge release of traffic services, charging traffic disputes became a hot spot for customer complaints and consultation. Most of the current telecommunication service operators directly accept customer complaints through the established customer service departments, specifically, the customer service departments accept services such as consultation and complaints of customers in the aspect of using traffic services in the modes of telephone, WeChat, QQ, public numbers and the like.
Generally, after complaint data is collected and recorded, a front-line customer service representative logs in different service modules of a system, such as a user package query module, a service policy module and the like, according to a complaint point and a flow designed in advance of a client, and queries and verifies information such as the amount of flow cost of a user exceeding a package (called "super package" for short) and whether complaint sending fees occur in the user history one by one, so as to make a judgment on whether the complaint sending fees are sent for the user. And if the user needs to be charged, the first-line customer service representative feeds the collected information back to a second-line management department of the customer service for verification, and after the verification is finished, the customer is charged and the customer appeal is solved.
However, in the current acceptance mode, customer service representatives need to log in different modules of the system, perform item-by-item verification on related information, subjectively perform condition judgment, and fully cooperate with first-line and second-line customer service representatives to form a complete flow, so that the acceptance period is long, the processing efficiency is low, and the user satisfaction is not high when accepting customer complaints.
Disclosure of Invention
The application provides a fee sending method, a fee sending device, fee sending equipment and a fee storage medium based on flow use, which are used for solving the problems of long acceptance period, low processing efficiency and low user satisfaction degree in the prior art.
In one aspect, the present application provides a fee sending method based on traffic usage, including:
acquiring appeal information of a user; the appeal information comprises a mobile phone number of the traffic dispute user and a target month of the traffic dispute;
acquiring traffic service data of the traffic dispute user according to the mobile phone number and the target month;
determining the amount of the sending fee according to the flow service data;
acquiring a fee sending instruction sent by a customer service worker based on the fee sending amount;
and sending the cost corresponding to the sending fee amount to the account of the flow dispute user according to the sending fee instruction.
Optionally, the acquiring traffic service data of the traffic dispute user includes:
acquiring the amount of the flow fee exceeding the flow package in the target month, the generation time period of the flow fee exceeding the flow package in the target month, the delivery fee record in the first preset time period, the historical arrearage record and the product type of the used flow package; the first preset time period refers to a period of time before starting from the target month.
Optionally, the determining a fee amount according to the traffic service data includes:
determining a sending fee scene met by the flow dispute user according to the flow fee amount of the exceeding flow package in the target month, the generation time period of the flow fee of the exceeding flow package in the target month, the sending fee record in the first preset time period, the historical defaulting record and the product type of the used flow package;
and determining the amount of the sending fee according to the sending fee scene.
Optionally, the determining, according to the amount of the flow rate fee exceeding the flow rate package in the target month, the generation period of the flow rate fee exceeding the flow rate package in the target month, the delivery fee record in the first preset time period, the historical arrearage record, and the product type of the used flow rate package, a delivery fee scenario that is met by the flow rate dispute user includes:
if the flow fee amount exceeding the flow package in the target month is smaller than or equal to a first threshold value and no fee sending record exists in a first preset time period, determining that the fee sending scene is a first fee sending scene;
if the amount of the flow fee exceeding the flow package in the target month is larger than a first threshold and smaller than a second threshold, and the flow fee exceeding the flow package occurs in a second preset time period in the target month, determining that the delivery scene is a second delivery scene; wherein the first threshold is less than the second threshold;
if the amount of the flow rate fee exceeding the flow rate package in the target month is larger than or equal to a second threshold and smaller than a third threshold, the flow rate fee exceeding the flow rate package occurs in the system upgrading or charge-off period in the target month, the flow rate dispute user has no historical arrearage record, and no charge sending record exists in a first preset time period, determining that the charge sending scene is a third charge sending scene; wherein the second threshold is less than the third threshold;
and if the flow fee amount exceeding the flow package in the target month is greater than or equal to a third threshold value and the product type of the used flow package is the target product type, determining that the delivery fee scene is a fourth delivery fee scene.
Optionally, the determining a fee amount according to the fee charging scenario includes:
and when the fee sending scene is determined to be a first fee sending scene, a second fee sending scene or a third fee sending scene, taking the amount of the flow fee exceeding the flow package in the target month as the fee sending amount.
Optionally, before the determining the fee amount according to the fee charging scenario, the method further includes:
acquiring a current business policy of a company; the current service policy comprises the latest charging unit price of the flow exceeding the flow of the flow package in the product types of the package used by the flow dispute user;
determining a fee amount according to the fee scene comprises the following steps:
and when the fee sending scene is determined to be a fourth fee sending scene, determining the fee sending amount according to the current service policy and the flow service data.
Optionally, the determining a sending fee amount according to the current service policy and the traffic service data includes:
calculating an actual unit price of the flow exceeding the flow package in the target month;
if the actual unit price is larger than the latest charging unit price, recalculating the first flow rate charge amount exceeding the flow rate package in the target month according to the latest charging unit price;
and taking the difference value between the flow fee amount exceeding the flow package in the target month and the first flow fee amount as the sending fee amount.
In a second aspect, the present application provides a fee sending device based on traffic usage, comprising:
the acquisition module is used for acquiring appeal information of a user; the appeal information comprises a mobile phone number of the traffic dispute user and a target month of the traffic dispute;
the obtaining module is further configured to obtain traffic service data of the traffic dispute user according to the mobile phone number and the target month;
the processing module is used for determining the amount of the fee according to the flow service data;
the acquisition module is also used for acquiring a fee sending instruction sent by the customer service based on the fee sending amount;
and the fee sending module is used for sending the fee corresponding to the fee sending amount to the account of the flow dispute user according to the fee sending instruction.
In a third aspect, the present application provides an electronic device, comprising: a memory and a processor; the memory is used for storing a computer program, and the processor executes the computer program to realize the fee sending method based on the flow use.
In a fourth aspect, the present application provides a storage medium for storing a computer program for implementing the method for delivering fees based on traffic usage as described above.
According to the fee sending method, the fee sending device, the fee sending equipment and the storage medium based on the flow use, the appealing information of the user is obtained, the appealing information comprises the mobile phone number of the flow dispute user and the target month of the flow dispute, the flow service data of the flow dispute user is automatically obtained according to the mobile phone number and the target month, the fee sending amount is determined, when the fee sending instruction is obtained, the fee corresponding to the fee sending amount is sent to the account of the flow dispute user according to the fee sending instruction, one-key fee sending is realized, the user appeal can be replied in the shortest time, the fee is effectively sent to the user in time, the processing period for processing the user appeal is shortened, the working efficiency is improved, and the satisfaction degree of the user is improved.
Drawings
In order to more clearly illustrate the technical solutions of the present invention or the prior art, the following briefly introduces the drawings needed to be used in the description of the embodiments or the prior art, and obviously, the drawings in the following description are some embodiments of the present invention, and those skilled in the art can obtain other drawings according to the drawings without inventive labor.
Fig. 1 is a schematic flow chart of a charging method based on traffic usage according to a first embodiment of the present disclosure;
fig. 2 is a schematic view of an operation interface provided in an embodiment of the present application;
FIG. 3 is a schematic view of another exemplary operating interface provided in the first embodiment of the present disclosure;
fig. 4 is a schematic flow chart of a second embodiment of a fee sending method based on traffic usage according to an embodiment of the present application;
fig. 5 is a schematic flow chart of a third embodiment of a fee sending method based on traffic usage according to an embodiment of the present application;
fig. 6 is a schematic flowchart of a fourth embodiment of a fee sending method based on traffic usage according to an embodiment of the present application;
fig. 7 is a schematic flowchart of a fifth embodiment of a fee sending method based on traffic usage according to an embodiment of the present application;
fig. 8 is a schematic flow chart of a sixth embodiment of a fee sending method based on traffic usage according to an embodiment of the present application;
fig. 9 is a schematic structural diagram of an embodiment of a fee sending device used based on a flow rate according to an embodiment of the present application;
fig. 10 is a schematic structural diagram of an embodiment of an electronic device provided in the present application.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the exemplary embodiments below are not intended to represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present disclosure, as detailed in the appended claims.
In the 4G era, with the huge release of traffic services, charging traffic disputes became a hot spot for customer complaints and consultation. On one hand, with the popularization and application of smart phones, users have more and more demands on flow, and convenience is required to be achieved more and more. On the other hand, the bottom layer scene corresponding to the traffic consumption is more and more complex, and the problem that the user always feels that the traffic resource of the user is silently stolen is often caused, and after receiving the complaint, the customer service representative does not have a convenient means to check/restore the consumption scene of the user in time.
The current acceptance mode of cooperation of a first-line customer service and a second-line customer service representative needs the first-line customer service to record and verify the charging flow dispute condition item by item, so that whether the user needs to be paid for is preliminarily judged, and then the second-line customer service representative audits the charging flow dispute, the user demand is finally solved, the judging steps are various, the process is complicated, the whole process consumes about 20 hours, the customer discomfort is very easily caused, and the problem of the reduction of the satisfaction degree is caused.
In order to solve the problems of the clients in time, the application provides a fee sending method based on flow use, when a user complains or consults on the charging flow, a customer service representative only needs to input a mobile phone number of the user and a specific month with the charging flow dispute, a background system can automatically verify the expense amount of the flow consumption of the user, the expense amount of the flow exceeding a package and the occurrence period of the flow expense exceeding the package, and automatically obtain records of the complaint, the fee sending, the historical arrearage and the like of the user in nearly 6 months, so that the fee sending amount capable of being provided for the user is automatically calculated, the fee is timely and effectively sent to the clients in a one-key fee sending mode of the customer service representative, and the purpose of replying the user appeal in the shortest time is achieved.
Fig. 1 is a schematic flow chart of a first embodiment of a fee sending method based on traffic usage according to an embodiment of the present application, where an execution subject of the present application is an electronic device such as a computer and a server with computing capability, and as shown in fig. 1, the fee sending method includes:
s101, obtaining appeal information of the user.
In this step, in order to facilitate analysis and processing of the complaint or consultation service of the user, the complaint information of the user needs to be acquired, where the complaint information includes the mobile phone number of the traffic dispute user and the target month of the traffic dispute.
The traffic dispute user may be a user who initiates an appeal, or a user who does not initiate an appeal, for example, a family member of the user.
The target month is the month in which the charging traffic dispute occurs, i.e. the month in which the traffic tariff reflected by the subscriber is problematic or questionable.
In actual operation, the customer service can collect the appeal information of the traffic dispute user in the modes of telephone, WeChat, QQ, public number and the like.
In a possible implementation manner, fig. 2 is a schematic view of an operation interface provided in an embodiment of the present application, and referring to fig. 2, a customer service extracts a mobile phone number of a traffic dispute user and information of a target month, enters the information on the operation interface shown in fig. 2, and after the entry is completed, a "confirm" button is clicked, so that a server obtains the mobile phone number information and the information of the target month entered by the customer service person through the interface, and automatically executes subsequent operations.
In another possible implementation manner, if the user performs the problem feedback by telephone, the system automatically identifies and provides the telephone number of the user, and fills the telephone number into a column filled with the mobile phone number in the operation interface shown in fig. 2, and when the traffic dispute user is not the user of the calling user, the traffic dispute user is changed by the customer service staff.
In another possible implementation manner, if the user performs the question feedback by telephone, the system may obtain the mobile phone number and the target month of the traffic dispute user through voice recognition, and automatically fill the mobile phone number and the target month in the operation interface shown in fig. 2.
In the step, the traffic dispute user can be quickly positioned by acquiring the mobile phone number of the traffic dispute user, the time period in which the charging traffic dispute occurs can be positioned by acquiring the target month, and the system can quickly acquire related information and position problems by positioning the user and the time period, so that time waste caused by blind operation is avoided.
S102, obtaining the traffic service data of the traffic dispute user according to the mobile phone number and the target month.
In this step, after S101, according to the mobile phone number of the traffic dispute user and the information of the target month obtained in S101, the system automatically extracts the bill particulars of the traffic dispute user in the target month and some historical records of the traffic dispute user related to the traffic service from the corresponding module, thereby obtaining the related data capable of reflecting the traffic service condition of the traffic dispute user.
It can be understood that the traffic data should be as comprehensive as possible to reflect the actual situation of the traffic dispute user as accurately and objectively as possible, so as to provide a basis for determining the sending fee amount subsequently.
In one possible implementation, the traffic service data includes: the flow dispute user exceeds the flow fee amount of the flow package in the target month, the generation time period of the flow fee exceeding the flow fee of the flow package in the target month, the delivery fee record in the first preset time period and the historical arrearage record.
The traffic service data may also be in other situations, such as the level of the traffic dispute user, the credit status, the product type of the contracted package, and the like, and may be specifically determined according to the usage scenario, which is not limited herein.
In the step, on one hand, the flow service data of the flow dispute user is automatically acquired through the system, and compared with the prior art, a client does not need to log in different service modules of the system to search and verify related data, so that the operation process is simplified, and the working efficiency of the customer service is greatly improved.
And S103, determining the amount of the sending fee according to the traffic service data.
In this step, after S102, the operating system determines a sending fee amount applicable to the current user according to the traffic service data acquired in S102 and according to a preset calculation method, a preset determination rule, and the like.
It can be understood that, in this step, the operating system may preliminarily determine whether the traffic dispute user meets the specified delivery cost condition according to the traffic service data of the traffic dispute user, determine the delivery cost amount if the traffic dispute user meets the specified delivery cost condition, and if the traffic dispute user does not meet the specified delivery cost condition, feed back the traffic dispute user condition to the customer service staff through a display interface or a voice prompt, so that the customer obedient informs the complaint user of the relevant condition, and guide the complaint user to solve the problem through other ways.
In the step, the collected flow business data is relatively comprehensive, so that the determined sending and charging amount generally conforms to the actual use condition of the flow dispute user according to the flow business data, a satisfactory response can be given to the complaint user, the satisfaction degree of the user is improved, meanwhile, the sending and charging amount is determined based on the flow business data of the flow dispute user, any personal emotional factor is not doped, unnecessary fund loss is reduced, and the overall benefit of a company is ensured.
It can be understood that, in this embodiment, after determining the amount of the sending fee, the method further includes:
and displaying the payment amount to customer service staff through a display interface.
In the step, the sending fee amount is displayed to the customer service staff through the display interface, so that the customer service staff can interact with the user in time, and send fee for the flow dispute user when the user receives the sending fee amount.
And S104, acquiring a fee sending instruction sent by the customer service staff based on the fee sending amount.
In this step, after S103, the user may accept or not accept the fee, and there are two results of fee delivery and fee non-delivery, so after S103 is executed, the operating system needs to wait for further instructions of the customer service staff, and when the fee delivery instruction of the customer service staff is obtained, the operating system will execute further operations.
For example, fig. 3 is another schematic view of an operation interface provided in the first embodiment of the present application, and an interface for acquiring a fee sending instruction sent by a customer service person based on a fee sending amount may be as shown in fig. 3, where when the customer service person clicks an "ok" button, the server acquires a fee sending instruction, and the fee sending instruction may include information such as the fee sending amount and a mobile phone number of a traffic dispute user.
And S105, sending the cost corresponding to the sending fee amount to the account of the traffic dispute user according to the sending fee instruction.
In this step, after S104, according to the fee sending instruction, the server or the operating machine sends the fee corresponding to the fee sending amount to the account of the traffic dispute user, thereby completing the whole fee sending process.
In the embodiment, by obtaining the appeal information of the user, the appeal information comprises the mobile phone number of the flow dispute user and the target month of the flow dispute, the flow service data of the flow dispute user is automatically obtained according to the mobile phone number and the target month, the sending fee amount is determined, and when the sending fee instruction is obtained, the fee corresponding to the sending fee amount is sent to the account of the flow dispute user according to the sending fee instruction.
Fig. 4 is a schematic flow chart of a second embodiment of a fee sending method based on traffic usage according to an embodiment of the present application, where based on the embodiment shown in fig. 1, in the fee sending method of the present embodiment, S102 includes:
s1021, acquiring the amount of the flow rate cost of the flow rate dispute user exceeding the flow rate package in the target month, the generation time period of the flow rate cost exceeding the flow rate package in the target month, the delivery fee record in the first preset time period, the historical arrearage record and the product type of the used flow rate package according to the mobile phone number and the target month.
In this step, in order to comprehensively reflect the user's situation and the user's traffic usage situation, the server uses an automatic acquisition method according to the mobile phone number and the target month, and for example, the server calls a related background program to acquire the amount of traffic charges exceeding the traffic package of the traffic dispute user in the target month, the generation period of the traffic charges exceeding the traffic package in the target month, the delivery charge record in the first preset period, the data of the historical arrearage record, and the product type of the traffic package used, five kinds of data can be acquired at the same time, and five kinds of data can also be acquired in a plurality of times.
The flow rate fee amount of the flow rate package exceeding by the user in the target month is used for reflecting the overall use condition of the flow rate of the user in the target month.
The traffic fee exceeding the traffic package is used in the generation time period in the target month, and is used for reflecting the specific situation that the traffic fee exceeding the traffic package is distributed on each day in an even manner or is distributed in a certain special time period in a centralized manner by the traffic dispute user and the like.
The method comprises the steps that a sending fee record in a first preset time period is used for reflecting whether sending fees are recently sent to a user or not, and then a flow dispute user is portrayed, most of the overtime flow fees are usually caused by the fact that the user does not pay attention when the user uses the system, when the user reflects the situation for the first time, a telecom company gives sending fees according to the specific situation, meanwhile reminds the user to pay attention to the recurrence of similar situations, and for the user who requires sending fees for many times in a period, the telecom company does not pay for the sending fees. The first preset time period refers to a period of time before the target month, for example, the first preset time period may be 3 months, half a year, or 1 year before the target month, and is set according to the actual situation, and is not limited herein.
The historical arrearage record is used for reflecting whether the account of the traffic dispute user has expense or not in the current month (the month of occurrence of complaints) and the month before the current month.
The product type of the traffic package used refers to the classification of the traffic package used by the traffic dispute user, such as a type a, a type B, a type C, and the like, and is the location of the carrier to the traffic packages of different types.
In this embodiment, five types of traffic service data, such as the amount of the traffic fee exceeding the traffic package in the target month, the generation period of the traffic fee exceeding the traffic package in the target month, the delivery fee record in the first preset time period, the historical arrearage record, and the product type of the used traffic package, are only obtained for example, there may be other cases, for example, only one or more of them may be obtained according to needs, or more traffic service data may be obtained, which is not described herein one by one.
In the embodiment, the traffic cost amount of the traffic dispute user exceeding the traffic package in the target month, the generation time period of the traffic cost exceeding the traffic package in the target month, the delivery fee record in the first preset time period, the historical arrearage record and the product type of the used traffic package are obtained according to the mobile phone number and the target month, so that the condition of the traffic dispute user and the traffic use condition of the traffic dispute user in the target month can be comprehensively and objectively reflected, the operation process is simplified, the user appeal can be returned at the first time, the work efficiency is improved, and the processing period and the waiting time of the user are saved.
Fig. 5 is a schematic flow chart of a third embodiment of a fee sending method based on traffic usage according to an embodiment of the present application, and based on the embodiment shown in fig. 4, as shown in fig. 5, in this embodiment, S1021 includes:
s201, determining a delivery fee scene met by a flow dispute user according to the flow fee amount exceeding the flow package in the target month, the generation time interval of the flow fee exceeding the flow package in the target month, the delivery fee record in the first preset time period, the historical arrearage record and the product type of the used flow package.
In this step, the flow rate service data of the obtained flow rate dispute user, the flow rate fee amount exceeding the flow rate package in the target month, the generation time period of the flow rate fee exceeding the flow rate package in the target month, the delivery fee record in the first preset time period, the historical arrearage record and the like are analyzed, and the product type of the used flow rate package is determined, so that the delivery fee scene met by the flow rate dispute user is determined, and the appropriate delivery fee amount can be conveniently determined according to the delivery fee scene.
It is understood that in this step, only a part or all of the amount of the flow rate fee exceeding the flow rate package in the target month, the generation period of the flow rate fee exceeding the flow rate package in the target month, the delivery fee record in the first preset time period, the historical arrearage record, and the product type of the used flow rate package may be used as the basis for determining the delivery fee scenario.
In one possible implementation:
if the flow fee amount exceeding the flow package in the target month is smaller than or equal to a first threshold value and no fee sending record exists in a first preset time period, determining that a fee sending scene is a first fee sending scene;
if the amount of the flow rate cost exceeding the flow rate package in the target month is larger than a first threshold and smaller than a second threshold, and the flow rate cost exceeding the flow rate package occurs in a second preset time period in the target month, determining that the delivery scene is a second delivery scene; wherein the first threshold is less than the second threshold;
if the amount of the flow rate fees exceeding the flow rate package in the target month is larger than or equal to a second threshold value and smaller than a third threshold value, the flow rate fees exceeding the flow rate package occur in the system upgrading or charge-out period in the target month, and the user has no historical arrearage record, determining that the delivery scene is a third delivery scene; wherein the second threshold is less than the third threshold;
and if the flow fee amount exceeding the flow package in the target month is greater than or equal to a third threshold value, determining that the delivery scene is a fourth delivery scene.
The first threshold, the second threshold, or the third threshold is a value of a flow fee amount of the flow dispute user exceeding the flow package in the target month, and is one of the defining conditions for dividing different delivery fee scenarios, and the first threshold is smaller than the second threshold, and the second threshold is smaller than the third threshold, for example, the first threshold, the second threshold, and the third threshold may be 50 yuan, 100 yuan, and 200 yuan, respectively, and may be specifically set based on an analysis of an actual situation and a user demand, which is not limited by the inventor.
In the first fee-delivery scenario, the first preset time period is a time period before the target month is used as a starting point, and is defined as the frequency of fee delivery for the user. Therefore, the first fee sending scene is suitable for users who have little excess amount of flow fee and do not enjoy the sending fee recently, such as users who pay attention at ordinary times but pay special attention occasionally, such as forgetting to switch wireless networks and the like, so that the flow fee is exceeded, and the excess amount is not high, in this case, as long as the users propose or ask for a consultation, the customer service staff can directly send fee to the flow dispute users.
In the second fee-sending scenario, the second preset time period refers to a specific time length in the first month, such as 24 hours, 30 hours, or 48 hours, and is used for determining whether the flow fee for the excess flow package is concentrated in the certain time period. Therefore, the second sending fee scenario is suitable for that the amount of the over-package traffic fees is small, and the over-package traffic fees are generated in a certain time period in a centralized manner, in reality, for example, some failures of equipment problems of a third party and the like may cause loss of user traffic, and then, if a user mobile phone is not taken by a child to play, the traffic loss and the like are caused, and the traffic loss is usually generated in a one-time manner and in a centralized manner, so that in this case, as long as the user proposes or makes a complaint, the customer service staff can directly send fees to the traffic disputing user.
In the third fee-sending scene, due to the service requirement, the service department needs to upgrade and pay out the system every month or every quarter or a period of time, and during the system upgrade or pay-out period, some functions of the system cannot be used normally, and the generated fee of the flow will not be borne by the user, but the premise is that the account of the user is normal, that is, there is no defaulting condition and the user does not enjoy the fee of the over-sending, so the third fee-sending scene is suitable for the situation that the over-set fee of the flow has a higher amount, but the third fee-sending scene occurs during the system upgrade and pay-out period of the telecommunication company, and the user of the flow dispute has no arrearage and does not enjoy the fee of the over-sending in the near term, so in this situation, as long as the user proposes or complains, the customer service staff can directly pay for the user of the flow disp.
In the fourth charging scenario, because the communication network, the communication product, and the like have the characteristic of rapid update, in order to adapt to the change of the communication network, the communication product, and the like to meet the social development and the use requirements of most users, the telecommunication company can continuously push out new flow package products, but some users generate a large amount of flow charges because the flow package is not changed in time, so that in this case, as long as the users propose or complain, the customer service staff can also directly charge the users for flow dispute.
The following will further illustrate the application of four fee-sending scenarios by using a specific example.
Assuming that the first threshold, the second threshold and the third threshold may be 50 yuan, 100 yuan and 200 yuan, respectively, the first preset time period is 6 months before the target month, the second preset time period is 48 hours, and the target product types are a type and a type. The first sending fee scene is that the amount of the flow fee exceeding the flow package is less than or equal to 50 yuan, and the flow dispute user has no sending fee record within 6 months; the second fee sending scene is that the amount of the flow fee exceeding the flow package is more than 50 yuan but less than 100 yuan, and the flow fee exceeding the flow package is concentrated within 48 hours; the third fee sending scene is that the amount of the flow fee exceeding the flow package is greater than or equal to 100 yuan but less than 200 yuan, the flow fee exceeding the flow package is mainly concentrated during the charge-out and system upgrading, and the flow dispute user has no historical arrearage and no historical fee sending in half a year; the fourth sending fee scenario is that the amount of the flow fee exceeding the flow package is greater than or equal to 200 yuan, and the product type of the flow package used by the flow dispute user is the target product type. For example, if the amount of the flow fee exceeding the flow package of a certain flow dispute user is 30 yuan, and the delivery fee record of the flow dispute user in the last half year is empty, it may be determined that the delivery fee scenario satisfied by the flow dispute user is the first delivery fee scenario; if the amount of the flow fee of a certain flow dispute user exceeding the flow package is 300 yuan, and the product type of the flow package used by the user is the target product type D, the delivery scenario satisfied by the flow dispute user can be determined to be a fourth delivery scenario.
In the implementation mode, a mathematical model of the corresponding relation between the flow service data and the delivery fee scene can be established in advance, so that the server can directly determine the delivery fee scene met by the flow dispute user according to the acquired flow service data, and the rapid positioning of the delivery fee scene is realized.
It can be understood that, in this embodiment, more delivery fee scenarios can be determined for more different traffic service data and combinations of different traffic service data, so as to be suitable for more situations that can occur, and the present invention is not limited to the above four delivery fee scenarios, which are not listed here.
S202, determining the sending fee amount according to the sending fee scene.
In this step, before S2011, the sending fee amount of the sending fee for the traffic dispute user is determined according to the sending fee scenario satisfied by the user determined in S201.
In the step, a mathematical model of the corresponding relation between the fee sending scene and the corresponding fee sending amount can be established in advance, so that the server can determine the fee sending scene met by the flow dispute user, really send the fee sending amount, facilitate quick response of user appeal and quickly send fee to the flow dispute user.
In this embodiment, the data module of the corresponding relationship between the traffic service data and the fee sending scene and the corresponding fee sending amount may also be established at the same time, so as to achieve the goal of quickly solving the problem of the user in one step.
In the embodiment, the sending fee scene met by the flow dispute user is determined according to the flow fee amount exceeding the flow package in the target month, the generation time period exceeding the flow fee of the flow package in the target month, the sending fee record in the first preset time period, the historical arrearage record and the product type of the used flow package, and then the sending fee amount is determined according to the sending fee scene, so that the cost corresponding to the sending fee amount is sent to the account of the flow dispute user quickly and efficiently, one-key sending fee for the flow dispute user is realized, the period for processing the user appeal is shortened, the efficiency for processing the user appeal is improved, and the user experience is further improved.
Fig. 6 is a schematic flowchart of a fourth embodiment of a fee sending method based on traffic usage according to an embodiment of the present application, and based on the embodiment shown in fig. 5, as shown in fig. 6, in this embodiment, S202 includes:
and S2021, when the fee sending scene is determined to be the first fee sending scene, the second fee sending scene or the third fee sending scene, taking the amount of the flow fee exceeding the flow package in the target month as the fee sending amount.
In this step, when it is determined that the delivery scenario satisfied by the traffic dispute user is any one of the first delivery scenario, the second delivery scenario, or the third delivery scenario, the traffic charge amount of the traffic dispute user exceeding the traffic package in the target month is taken as the delivery charge amount.
The embodiment provides an implementation manner for determining the sending fee amount when the determined sending fee scene is the first sending fee scene, the second sending fee scene or the third sending fee scene, and the expected and original appeal purposes of the user can be met by taking the flow fee amount exceeding the flow package in the target month as the sending fee amount, so that the problem of flow dispute users under the three specific scenes is solved, and the satisfaction degree of the user is improved.
Fig. 7 is a schematic flow chart of a fifth embodiment of a fee sending method based on traffic usage according to an embodiment of the present application, and based on the embodiment shown in fig. 5, as shown in fig. 7, before S202, the fee sending method further includes:
s301, acquiring the current business policy of the company.
In this step, in order to determine the sending fee amount of the flow dispute user meeting the fourth sending fee scenario and ensure the benefit of the company (telecommunication company), a current service policy of the company needs to be obtained, where the current service policy at least includes a latest charging unit price of the flow exceeding the package in the package product types used by the flow dispute user.
In this step, the current service policy of the company may be obtained in a manner that the server automatically obtains the current service policy of the company to a specified position according to a preset flow, and extracts the latest charging unit price of the flow exceeding the package in the product types of the package used by the flow dispute user.
After obtaining the current business policy of the company, in this embodiment, S202 includes:
and S2022, when the charging scene is determined to be the fourth charging scene, determining the charging amount according to the current service policy and the traffic service data.
In this step, when it is determined in S201 that the delivery scenario satisfied by the traffic dispute user is the fourth delivery scenario, the delivery charge amount is determined according to the current service policy acquired in S301 and the traffic service data acquired in S1021.
The implementation manner of determining the sending fee amount when the determined sending fee scene is the fourth sending fee scene determines the sending fee amount according to the current service policy and the traffic service data, so that the expectations and the initial appeal of the user can be met, and the maximum benefits of the company can be guaranteed.
Fig. 8 is a schematic flow chart of a sixth embodiment of a fee sending method based on traffic usage according to an embodiment of the present application, and based on the embodiment shown in fig. 7, as shown in fig. 8, S2022 in this embodiment includes:
s401, calculating the actual unit price of the flow exceeding the flow package in the target month.
In this step, in order to determine a reasonable sending fee amount, the actual unit price of the flow exceeding the flow package of the user in the target month needs to be calculated first, and specifically, the actual unit price of the flow exceeding the flow package can be obtained by dividing the flow fee exceeding the flow package by the number of the flow exceeding the flow package.
S402, if the actual unit price is larger than the latest charging unit price, recalculating the first flow rate charge amount exceeding the flow rate package in the target month according to the latest charging unit price.
In this step, the actual unit price calculated in S401 is compared with the latest charging unit price of the flow exceeding the flow package in the same type of product in the current service policy, and if the actual unit price is greater than the latest charging unit price, the flow charge amount exceeding the flow package in the target month, that is, the first flow charge amount, is recalculated according to the latest charging unit price. Specifically, the first traffic charge amount is obtained by multiplying the latest billing unit price by the usage amount of traffic exceeding the traffic package.
If the actual unit price is greater than or equal to the latest charging unit price, the unit price does not belong to the range of the type, and the processing needs to be performed by means of the unit price.
S403, taking the difference value between the flow rate charge amount exceeding the flow rate package in the target month and the first flow rate charge amount as the sending fee amount.
In this step, the initially obtained flow rate charge amount of the excess flow rate package in the target month, that is, the flow rate charge amount of the flow rate dispute user in the target month displayed by the system, is subtracted from the recalculated first flow rate charge amount obtained in S402, and the obtained difference value between the two is used as the sending fee amount.
The embodiment provides a method for determining the fee sending amount of the fourth fee sending scene, the method comprises the steps of calculating the actual unit price of the flow exceeding the flow package in the target month, if the actual unit price is larger than the latest charging unit price, recalculating the first flow fee amount of the flow exceeding the flow package in the target month according to the latest charging unit price, and taking the difference value between the flow fee amount of the flow exceeding the flow package in the target month and the first flow fee amount as the fee sending amount, so that the high efficiency and the intelligence for determining the fee sending amount are improved, the user appeal is favorably and quickly solved, and the satisfaction degree of a user is improved.
Fig. 9 is a schematic structural diagram of an embodiment of a fee sending device used based on a flow rate according to an embodiment of the present application, and as shown in fig. 9, the fee sending device 10 in the embodiment includes:
the system comprises an acquisition module 11, a processing module 12 and a fee sending module 13.
The obtaining module 11 is configured to obtain appeal information of a user; the appeal information comprises a mobile phone number of the traffic dispute user and a target month of the traffic dispute.
The obtaining module 11 is further configured to obtain traffic service data of the traffic dispute user according to the mobile phone number and the target month.
And the processing module 12 is configured to determine the amount of the fee according to the traffic service data.
The obtaining module 11 is further configured to obtain a fee sending instruction sent by the customer service based on the fee sending amount.
And the fee sending module 13 is configured to send the fee corresponding to the fee sending amount to the account of the traffic dispute user according to the fee sending instruction.
Optionally, the obtaining module 11 is specifically configured to:
the method comprises the steps of obtaining the amount of flow rate cost of a flow rate exceeding package in a target month of a flow rate dispute user, the generation time period of the flow rate cost exceeding the flow rate package in the target month, a delivery fee record in a first preset time period, a historical arrearage record and the product type of the used flow rate package, wherein the first preset time period is the time of a previous period taking the target month as a starting point.
Optionally, the processing module 12 is specifically configured to:
determining a delivery fee scene met by a flow dispute user according to the flow fee amount exceeding the flow package in the target month, the generation time period of the flow fee exceeding the flow package in the target month, a delivery fee record in a first preset time period, a historical arrearage record and the product type of the used flow package;
and determining the amount of the fee according to the fee scene.
Optionally, the processing module 12 is specifically configured to:
if the flow fee amount exceeding the flow package in the target month is smaller than or equal to a first threshold value and no fee sending record exists in a first preset time period, determining that a fee sending scene is a first fee sending scene;
if the amount of the flow fee exceeding the flow package in the target month is larger than a first threshold and smaller than a second threshold, and the flow fee exceeding the flow package occurs in a second preset time period in the target month, determining that the fee sending scene is a second fee sending scene; wherein the first threshold is less than the second threshold;
if the amount of the flow rate fee exceeding the flow rate package in the target month is larger than or equal to a second threshold and smaller than a third threshold, the flow rate fee exceeding the flow rate package occurs in the system upgrading or charge-out period in the target month, the flow rate dispute user has no historical arrearage record, and no charge sending record exists in a first preset time period, determining that the charge sending scene is a third charge sending scene; wherein the second threshold is less than the third threshold;
and if the flow fee amount exceeding the flow package in the target month is greater than or equal to a third threshold value and the product type of the used flow package is the target product type, determining that the delivery scene is a fourth delivery scene.
Optionally, the processing module 12 is specifically configured to:
and when the fee sending scene is determined to be the first fee sending scene, the second fee sending scene or the third fee sending scene, taking the amount of the flow fee exceeding the flow package in the target month as the fee sending amount.
Optionally, the obtaining module 11 is further configured to:
acquiring a current business policy of a company; the current service policy comprises the latest charging unit price of the flow exceeding the flow of the flow package in the product types of the package used by the flow dispute user.
Optionally, the processing module 12 is specifically configured to:
and when the charging scene is determined to be a fourth charging scene, determining the charging amount according to the current service policy and the traffic service data.
Optionally, the processing module 12 is specifically configured to:
calculating the actual unit price of the flow exceeding the flow package in the target month;
if the actual unit price is larger than the latest charging unit price, recalculating the first flow fee amount exceeding the flow package in the target month according to the latest charging unit price;
and taking the difference value between the flow fee amount exceeding the flow package in the target month and the first flow fee amount as the sending fee amount.
In this embodiment, the fee transfer device 10 includes: the system comprises an acquisition module 11, a processing module 12 and a fee sending module 13, wherein the acquisition module 11 is used for acquiring the appeal information of a user; the appeal information comprises a mobile phone number of the flow dispute user and a target month in which the flow dispute occurs, the flow service data of the flow dispute user is obtained according to the mobile phone number and the target month, the processing module 12 determines a sending fee amount according to the flow service data, the obtaining module 11 obtains a sending fee instruction sent by a customer service based on the sending fee amount, the sending fee module 13 sends a fee corresponding to the sending fee amount to an account of the flow dispute user according to the sending fee instruction, the user appeal can be replied in the shortest time through a one-key sending fee mode of a customer service person, the fee can be timely and effectively sent to the user, and the user satisfaction degree is improved.
Fig. 10 is a schematic structural diagram of an embodiment of an electronic device provided in the present application, and as shown in fig. 10, an electronic device 20 in the present embodiment includes: a memory 21 and a processor 22, the memory 21 is used for storing a computer program, and the processor 22 executes the computer program to realize the fee sending method based on the flow rate use in any one of the method embodiments.
The present application also provides a storage medium for storing a computer program for implementing the method for delivering fees based on traffic usage provided by any of the method embodiments described above.
All or a portion of the steps of implementing the above-described method embodiments may be performed by hardware associated with program instructions. The aforementioned program may be stored in a readable memory. When executed, the program performs steps comprising the method embodiments described above; and the aforementioned memory (storage medium) includes: read-only memory, random access memory, flash memory, hard disk, solid state disk, magnetic tape, floppy disk, optical disk, and any combination thereof.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit the same; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present invention.
Claims (10)
1. A method for charging based on traffic usage, comprising:
acquiring appeal information of a user; the appeal information comprises a mobile phone number of the traffic dispute user and a target month of the traffic dispute;
acquiring traffic service data of the traffic dispute user according to the mobile phone number and the target month;
determining the amount of the sending fee according to the flow service data;
acquiring a fee sending instruction sent by a customer service worker based on the fee sending amount;
and sending the cost corresponding to the sending fee amount to the account of the flow dispute user according to the sending fee instruction.
2. A charging method as claimed in claim 1, wherein the traffic service data of the traffic dispute user comprises: the flow dispute user exceeds the flow fee amount of the flow package in the target month, the flow fee exceeding the flow package is generated in the target month, the delivery fee record in the first preset time period, the historical arrearage record and the product type of the used flow package.
3. The charging method of claim 2, wherein determining a charging amount according to the traffic data comprises:
determining a sending fee scene met by the flow dispute user according to the flow service data;
and determining the amount of the sending fee according to the sending fee scene.
4. The fee forwarding method of claim 3, wherein said determining the fee forwarding scenario satisfied by the traffic dispute user according to the traffic service data comprises:
if the flow fee amount exceeding the flow package in the target month is smaller than or equal to a first threshold value and no fee sending record exists in a first preset time period, determining that the fee sending scene is a first fee sending scene;
if the amount of the flow fee exceeding the flow package in the target month is larger than a first threshold and smaller than a second threshold, and the flow fee exceeding the flow package occurs in a second preset time period in the target month, determining that the delivery scene is a second delivery scene; wherein the first threshold is less than the second threshold;
if the amount of the flow rate fee exceeding the flow rate package in the target month is larger than or equal to a second threshold and smaller than a third threshold, the flow rate fee exceeding the flow rate package occurs in the system upgrading or charge-off period in the target month, the flow rate dispute user has no historical arrearage record, and no charge sending record exists in a first preset time period, determining that the charge sending scene is a third charge sending scene; wherein the second threshold is less than the third threshold;
and if the flow fee amount exceeding the flow package in the target month is greater than or equal to a third threshold value and the product type of the used flow package is the target product type, determining that the delivery fee scene is a fourth delivery fee scene.
5. The fee transfer method of claim 4, wherein determining the fee amount according to the fee transfer scenario comprises:
and when the fee sending scene is determined to be a first fee sending scene, a second fee sending scene or a third fee sending scene, taking the amount of the flow fee exceeding the flow package in the target month as the fee sending amount.
6. The fee transfer method of claim 4, wherein before said determining a fee amount according to said fee transfer scenario, said method further comprises:
acquiring a current business policy of a company; the current service policy comprises the latest charging unit price of the flow exceeding the flow of the flow package in the product types of the package used by the flow dispute user;
determining a fee amount according to the fee scene comprises the following steps:
and when the fee sending scene is determined to be a fourth fee sending scene, determining the fee sending amount according to the current service policy and the flow service data.
7. The billing method of claim 6, wherein the determining a billing amount according to the current service policy and the traffic service data comprises:
calculating an actual unit price of the flow exceeding the flow package in the target month;
if the actual unit price is larger than the latest charging unit price, recalculating the first flow rate charge amount exceeding the flow rate package in the target month according to the latest charging unit price;
and taking the difference value between the flow fee amount exceeding the flow package in the target month and the first flow fee amount as the sending fee amount.
8. A fee conveying device for use based on flow rate, comprising:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring appeal information of a user, the appeal information comprises a mobile phone number of a flow dispute user and a target month of occurrence of flow dispute, and acquiring flow service data of the flow dispute user according to the mobile phone number and the target month;
the processing module is used for determining the amount of the fee according to the flow service data;
the acquisition module is also used for acquiring a fee sending instruction sent by the customer service based on the fee sending amount;
and the fee sending module is used for sending the fee corresponding to the fee sending amount to the account of the flow dispute user according to the fee sending instruction.
9. An electronic device, comprising: a memory and a processor; the memory is used for storing a computer program, and the processor executes the computer program to realize the fee-charging method based on flow rate use according to any one of claims 1-7.
10. A storage medium for storing a computer program for implementing a method for delivering fees based on traffic usage as provided in any one of claims 1 to 7.
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