CN114119053A - Customer complaint processing method and device and electronic equipment - Google Patents
Customer complaint processing method and device and electronic equipment Download PDFInfo
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Abstract
The embodiment of the invention provides a customer complaint processing method, a customer complaint processing device and electronic equipment, wherein the method comprises the following steps: determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information; determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells; and sequentially processing each complaint information according to a preset processing method corresponding to each experience label. By the embodiment of the invention, quick and accurate instruction on the complaint information is realized, and the processing efficiency is improved.
Description
Technical Field
The present invention relates to the field of mobile communications technologies, and in particular, to a method and an apparatus for processing a customer complaint, and an electronic device.
Background
In the existing customer complaint information management, the collection of various complaint information, the complaint processing analysis and the complaint information return visit are all crossed but mutually independent works, and most of the works are respectively administrative. When complaint information is processed, complaint processing personnel need to respectively obtain related information from different departments, complaint reasons of customer complaints under different scenes are positioned by combining background faults, indexes and related data and experience, if the complaint reasons are still determined by background analysis, finally, testing personnel are dispatched to the site to test, and finally, the root cause of the complaint is determined.
The existing complaint handling mode is mainly passive receiving, analysis processing is carried out after complaint occurs, and complaint handling is carried out by positioning a main coverage cell causing customer complaint and determining a reason through the experience of optimization personnel, so that the handling efficiency of the customer complaint is low.
Disclosure of Invention
The embodiment of the invention aims to provide a customer complaint processing method, a customer complaint processing device and electronic equipment, which aim to solve the problems that the existing complaint processing mode is mainly passive receiving, analysis processing is carried out after complaints occur, and complaint processing is carried out by positioning a main coverage cell causing the customer complaints and determining reasons through the experience of optimization personnel, so that the processing efficiency of the customer complaints is low.
In order to solve the above technical problem, the embodiment of the present invention is implemented as follows:
in a first aspect, an embodiment of the present invention provides a customer complaint processing method, including:
determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information;
determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells;
and sequentially processing each complaint information according to a preset processing method corresponding to each experience label.
In a second aspect, an embodiment of the present invention provides a customer complaint processing apparatus, including:
the complaint receiving unit is used for determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information;
the complaint marking unit is used for determining the experience label of the complaint information according to the experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells;
and the complaint processing unit is used for sequentially processing the complaint information according to a preset processing method corresponding to each experience label.
In a third aspect, an embodiment of the present invention provides an electronic device, including a processor, a communication interface, a memory, and a communication bus; the processor, the communication interface and the memory complete mutual communication through a bus; the memory is used for storing a computer program; the processor is configured to execute the program stored in the memory to implement the customer complaint handling method steps according to the first aspect.
In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the steps of the customer complaint handling method according to the first aspect are implemented.
According to the technical scheme provided by the embodiment of the invention, the main coverage cell corresponding to the complaint information is determined according to the geographical position contained in each complaint information; determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells; and sequentially processing each complaint information according to a preset processing method corresponding to each experience label. By the embodiment of the invention, quick and accurate instruction on the complaint information is realized, and the processing efficiency is improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.
FIG. 1 is a first flowchart of a customer complaint handling method according to an embodiment of the present invention;
FIG. 2 is a second flowchart of a customer complaint handling method according to an embodiment of the present invention;
FIG. 3 is a schematic diagram illustrating a module configuration of a customer complaint processing apparatus according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
Detailed Description
The embodiment of the invention provides a customer complaint processing method and device and electronic equipment.
In order to make those skilled in the art better understand the technical solution of the present invention, the technical solution in the embodiment of the present invention will be clearly and completely described below with reference to the drawings in the embodiment of the present invention, and it is obvious that the described embodiment is only a part of the embodiment of the present invention, and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
As shown in fig. 1, an embodiment of the present invention provides a customer complaint processing method, and an execution subject of the method may be a server for processing and managing a customer complaint. The method may specifically comprise the steps of:
and step S01, determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information.
If the user does not satisfy the service in the process of using the mobile communication service, the complaint information can be sent to the server through the mobile terminal. The complaint information at least comprises: the content, cause, and geographic location of the mobile terminal at the time the complaint information was sent.
When the server receives a large amount of complaint information, the primary coverage cell causing each complaint information needs to be determined first, so that the primary coverage cell which may have a fault can be accurately found out, and complaint treatment is performed. The server may determine the primary coverage cell based on the geographic location contained in the complaint information. The specific determination method can be obtained by comparing the geographic location with the coverage area of each cell.
Step S02, determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels corresponding to all cells and used for representing the processing efficiency of the historical complaint information of the cells.
The server is provided with a historical experience database in advance, classifies each cell through analysis of the historical complaint information generated by each cell and the corresponding historical processing information, and marks corresponding experience labels. The processing efficiency of each cell on historical complaint information can be determined through the experience label.
And the server finds the experience label of the main coverage cell from a historical experience database according to the main coverage cell corresponding to each complaint information, and marks the experience label as the experience label of the complaint information.
And step S03, sequentially processing each complaint information according to a preset processing method corresponding to each experience label.
The server sets a processing method corresponding to each experience tag in advance, for example, sets a corresponding priority for each experience tag, or sets a different processing flow for each experience tag. Therefore, the server can execute the corresponding processing method according to the experience label of each complaint information.
According to the technical scheme provided by the embodiment of the invention, the main coverage cell corresponding to the complaint information is determined according to the geographical position contained in each complaint information; determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; and according to a preset processing method corresponding to each experience label, each complaint information is sequentially processed, so that the complaint information is quickly and accurately guided, and the processing efficiency is improved.
Further, as shown in fig. 2, before the step S01, the method further includes:
and S001, acquiring historical complaint information and corresponding historical processing information of each cell.
And step S002, dividing each cell into a preset number of quadrant types according to the historical complaint information and the historical processing information of each cell, marking preset experience labels corresponding to the quadrant types, and recording the experience labels to the historical experience database.
Before executing the method described in the above embodiment, the server needs to construct a historical experience database.
The server collects historical complaint information and corresponding historical processing information of each cell, and the complaint information can be from a work order table, a lead complaint record table, an emergency complaint record table and a field complaint test record table of a network complaint system. And summarizing the information into a complaint total information table, respectively associating each historical complaint information and historical processing information to corresponding cells according to the address information corresponding to each historical complaint information, and then recording the information into a complaint information database.
Further, the history processing information includes: the system comprises a cell processing record, a cell fault table, a cell performance index table, a complaint field test record table and a complaint return visit record table.
The history processing information is various information acquired in the process of complaint processing of the history complaint information, and at least comprises the following information: the method comprises the steps of collecting a cell processing record of historical complaint information, monitoring the cell through a network management system to obtain a cell performance index table and a cell fault table, performing field test according to the historical complaint information to obtain a complaint field test record, and performing return visit on a user after complaint processing to obtain a complaint return visit record table.
And obtaining the processing efficiency of each cell on the historical complaint information according to the collected historical complaint information and the corresponding historical processing information, thereby dividing each cell into different quadrant types. The specific partitioning method may be set according to actual needs, for example, the cells may be partitioned according to the frequency of the history complaint information generated by each cell and the frequency of the occurrence of the failure of each cell, and a factor of the success rate after the complaint processing is performed on the history complaint information may be further considered.
Further, for the quadrant type division method, the embodiment of the present invention only gives a specific example, and the quadrant type is divided into four types. The preset number of quadrant types includes:
a first quadrant: the method is used for representing the cell which is satisfied with the return visit of the user and improved in cell fault after complaint processing;
a second quadrant: the method is used for representing the cells with improved cell faults after complaint processing and when the users return to unsatisfied cells;
and a third quadrant: the method is used for representing the cells which are unsatisfied with the return visit of users and have no improved cell faults after complaint treatment;
and a fourth quadrant: the method is used for characterizing the cells which are satisfied by the return visit of users and have no improvement on cell failure after complaint processing.
After determining the quadrant type of each cell, marking a corresponding experience tag for each cell, specifically adopting a quadrant name: a first quadrant, a second quadrant, a third quadrant, and a fourth quadrant. Thus, a historical experience database divided into four quadrants is formed, and experience labels corresponding to all cells, namely quadrant types, are included.
Meanwhile, the server can set different processing methods according to the complaint processing efficiency of each cell represented by each experience label.
The cells of the first quadrant can be considered the most controllable cells, which are easily controllable for performing complaint handling with the desired improved results. If complaint information is received for a cell of that type, then complaint handling should be done as soon as possible.
The cell in the second quadrant can be considered that the correlation between the user perception and the performance index of the cell is low, and a specific cell problem needs to be further determined through a field test and the like. If the complaint information of the cell of the type is received, a field test is firstly carried out on the geographical position included by the complaint information, or MDT data of the area where the geographical position is located is analyzed to determine a specific problem, and then complaint treatment is carried out.
The cell in the third quadrant can be considered as that the improvement of the adopted complaint handling is not obvious, the improvement needs to be carried out by a station adding mode and the like, and the problem in the cell can not be solved in a short time. If complaint information is received for a cell of that type, complaint handling may not be performed for the time being.
The cell in the fourth quadrant can be considered as the situation that the user has wrong reports or associated cell errors, and needs to be continuously observed. If the complaint information of the cell of the type is received, whether the same complaint information is received subsequently or not is observed, and whether complaint treatment is carried out or not is determined.
According to the technical scheme provided by the embodiment of the invention, the embodiment of the invention obtains the historical complaint information and the corresponding historical processing information of each cell; according to the historical complaint information and the historical processing information of each cell, each cell is divided into a preset number of quadrant types, preset experience labels corresponding to the quadrant types are marked and recorded in the historical experience database, rapid and accurate guidance of the complaint information is achieved, and the processing efficiency is improved.
Further, the specific processing method of step S01 may be various, and only one optional processing manner is provided below, which may specifically refer to steps S011-S012.
Step S011, determining a main coverage cell corresponding to each grid according to a preset grid division method and MDT data corresponding to each grid.
Step S012, determining a primary coverage cell corresponding to the complaint information according to a grid in which the geographical location information in each complaint information is located.
Minimization of Drive Tests (MDT) data is an automated Drive test technology introduced in 3GPP R10. The method is mainly realized by expanding the existing radio resource management RRM measurement function and Trace function. Compared with a common measurement report MR, the MDT has the greatest characteristics that accurate position information corresponding to a measurement result, such as longitude and latitude, can be acquired, measurement data of an idle user terminal can be acquired, acquisition of related measurement data during an abnormal event such as RLF (radio link failure) is supported, and measurement reporting of more measurement items is supported.
The trigger mode of the MDT measurement is different according to the MDT task type.
(1) The measurement triggering mode of the Immediate MDT has the following differences according to different measurement items:
m1: measurement by a user terminal UE
Supporting an event-based (a1, a2, A3, a4, a5, a6, B1, or B2) triggering mode based on existing RRM configurations;
three different triggering modes of periodicity specific to MDT, A2 event and A2 event triggering are supported;
the triggering mode in which the event of the existing RRM configuration and the MDT individual configuration can be configured simultaneously;
m2: measuring by the UE, and triggering according to the existing RRM configuration;
M3-M7: the measurement is performed by the eNB, only periodicity is supported, and the measurement is triggered when the acquisition period is finished.
(2) Logged MDT is measured by the UE, only supporting periodic triggering.
(3) The RLF Report is measured by the UE, triggered by the RLF event.
(4) The RCEF Report is measured by the UE, triggered by an RCEF event.
The grid dividing method comprises the steps of dividing a map area into a plurality of grids according to a grid dividing algorithm under a longitude and latitude base point of a preset map area, wherein each grid corresponds to a unique grid number and longitude and latitude information. The longitude and latitude base points can be longitude and latitude information of the lower left corner and the upper right corner of the map area, and the longitude and latitude of the two points are used as base points of the grid division to perform calculation.
The size of each grid may be specifically 10m × 10m, 50m × 50m, 100m × 100m, and the like, and may be set according to actual needs, and different grid sizes may divide the map area into different numbers of grids.
The determined magnitude is converted to a magnitude of a corresponding longitude and latitude, e.g., for a distance of 100m, the calculated longitude is 0.0009017 and the latitude is 0.0009865. Then, dividing the map area, marking each grid by a unique number, and calculating the longitude and latitude information corresponding to each grid.
Determining grids corresponding to the MDT data according to the longitude and latitude of the acquired MDT data, summarizing and analyzing all the MDT data corresponding to the grids, and backfilling the data into grid information corresponding to the grids, wherein the grid information is shown in the following table:
| column name | Description of the invention |
| ngrid | Grid id |
| flong | Grid longitude |
| flat | Grid latitude |
| ncellid | Cell id |
| charcellname | Cell name |
| nrsrp01 | Field strength 01 of the cell in the grid |
| nrsrp02 | Field strength 02 of the cell in the grid |
| nrsrp03 | Field strength 03 of the cell in the grid |
| nrsrp04 | Field strength 04 of the cell on the grid |
| nrsrp05 | Field strength 05 of the cell in the grid |
| favgrsrp | Average Reference Signal Received Power (RSRP) of cell in the grid |
| favgrsrq | Average Reference Signal Received Quality (RSRQ) of cells in the grid |
| favgta | Average timing advance TA of cell in the grid |
| favgphr | Average power headroom report, PHR, of a cell on the grid |
| favgsinrul | Average SinrUL of cells on the grid |
| …… | …… |
And the cellid and the charcellname are the cell id and the cell name of the main coverage cell corresponding to the grid. The primary coverage cell may specifically be a cell corresponding to the strongest RSRP among all MDT data corresponding to the grid or a cell with the highest proportion among serving cells of all MDT data corresponding to the grid.
In addition, before the MDT is analyzed to obtain the grid information, the MDT data which do not meet the requirements can be removed through the Lauda criterion. In particular, a normal or near normal distribution may be used.
When the server receives the complaint information, the grid corresponding to the complaint information can be determined according to the geographical position contained in the complaint information and the passing degree information of each grid, and the main coverage cell corresponding to the grid is used as the main coverage cell corresponding to the complaint information.
The MDT data of each grid can also be used for establishing a multi-dimensional positioning problem analysis system, and can be used for analyzing the problems such as performance indexes or faults of cells in more detail:
dimension one: covering
And analyzing the average RSRP, the LTE coverage, the weak coverage and the like, and evaluating the LTE wireless coverage performance of the cell or the grid. The method comprises the following steps of analyzing and counting coverage related indexes in MDT data, associating grids, realizing coverage rasterization of cells and users, rendering the coverage indexes after rasterization, and realizing accurate positioning analysis of coverage problems based on the MDT data:
average RSRP: the sum of the serving cell RSRPs is at the total number of RSRPs.
LTE coverage rate: the RSRP of the serving cell is the ratio of the sampling point number of-110 dbm in the total sampling point;
weak coverage: the ratio of the sampling point number of the RSRP < -110dbm of the serving cell to the total sampling point.
Dimension two: quality of
And analyzing indexes such as channel quality indicator CQI, RSRQ and the like, and evaluating the wireless quality performance of the cell/grid. The method comprises the following steps of analyzing and correlating indexes related to quality in MDT data to realize rasterization of quality indexes of cells and users, rendering the rasterized quality indexes, and realizing accurate positioning analysis of quality problems based on the MDT data:
the fraction of sampling points of CQI less than 6-the fraction of sampling points of CQI less than 6 in all sampling points of CQI;
average RSRQ — RSRQ accumulated/RSRQ sample points.
Dimension three: interference
And analyzing the uplink interference strength, the modulo three interference strength and the like, and evaluating and analyzing the wireless interference condition of the cell/grid. The method comprises the following steps of analyzing interference related indexes in MDT data, associating grids, realizing the rasterization of interference indexes of cells and users, rendering the rasterized interference indexes, and realizing the analysis method for accurately positioning and analyzing the interference problem based on the MDT data to obtain the interference problem based on the MDT data:
the occupation ratio of the module three interference strength-the module three interference sampling point number in the module three interference total sampling point;
overlap coverage-the fraction of overlapping coverage samples in overlapping coverage total samples.
Dimension four: capacity of
And analyzing the number of RRC connection users of the cell, the total flow and the like, and evaluating and analyzing the cell capacity condition. And (4) indexes related to capacity in the MDT data, such as the number of RRC connection users, total flow and the like. And analyzing and correlating grids, realizing the rasterization of the capacity index of the cell, rendering the rasterized capacity index, and realizing the method for accurately positioning and analyzing the capacity problem based on MDT data.
Further, in step S01, an alternative processing manner is provided below, and specifically, the processing in step S013 below may be referred to.
And S013, determining a main coverage cell corresponding to the complaint information according to the geographical position contained in the complaint information, the geographical position of each base station and the antenna direction angle of each cell.
After the grid corresponding to the complaint information is determined, if no MDT data corresponding to the grid or a sufficient number of MDT data are collected, the primary coverage cell corresponding to the grid cannot be determined. In this case, for the primary coverage cell corresponding to the complaint information, the primary coverage cell of the complaint information may be determined according to the geographical location information and the antenna direction angle of the base station in which each cell is located.
Further, the step S013 includes:
step S0131, determining a base station closest to the geographical position of the complaint information;
step S0132, if the connection direction angle between the closest base station and the geographical position of the complaint information and the antenna direction angle of a certain cell on the closest base station are smaller than a preset angle difference threshold value, determining the certain cell on the closest base station as a main coverage cell of the complaint information.
And determining the distance between the geographical position contained in the complaint information and each base station, and determining the base station with the closest distance. And then connecting the closest base station with the geographical position of the complaint information, comparing the connection direction angle with the antenna direction angle of each cell transmitting antenna on the closest base station, and if the difference value of the connection direction angle and the antenna direction angle is smaller than a preset angle difference threshold value, reversing the angle difference threshold value to 30 degrees. Then the cell corresponding to the antenna direction angle is taken as the main coverage cell corresponding to the complaint information.
According to the technical scheme provided by the embodiment of the invention, the main coverage cell corresponding to each complaint information is determined through the rasterization technology and the MDT data, or the main coverage cell corresponding to each complaint information is determined according to the position information of the base station and the antenna direction angle of the cell, so that the complaint information is quickly and accurately guided, and the processing efficiency is improved.
On the basis of the same technical concept, a customer complaint processing device is further provided in the embodiment of the present invention, and fig. 3 is a schematic diagram of module composition of the customer complaint processing device provided in the embodiment of the present invention, the customer complaint processing device is configured to execute the customer complaint processing method described in fig. 1 to 2, and as shown in fig. 3, the customer complaint processing device includes: complaint receiving unit 301, complaint marking unit 302, and complaint processing unit 303.
The complaint receiving unit 302 is configured to determine, according to a geographical location included in each complaint information, a main coverage cell corresponding to the complaint information; the complaint marking unit 302 is configured to determine an experience label of the complaint information according to an experience label corresponding to the primary coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells; the complaint processing unit 303 is configured to sequentially process each complaint information according to a preset processing method corresponding to each experience tag.
According to the technical scheme provided by the embodiment of the invention, the main coverage cell corresponding to the complaint information is determined according to the geographical position contained in each complaint information; determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; and according to a preset processing method corresponding to each experience label, each complaint information is sequentially processed, so that the complaint information is quickly and accurately guided, and the processing efficiency is improved.
Further, the customer complaint processing apparatus further includes: the system comprises a data acquisition module and an experience base forming module.
The data acquisition module is used for acquiring historical complaint information and corresponding historical processing information of each cell; and the experience base forming module is used for dividing each cell into a preset number of quadrant types according to the historical complaint information and the historical processing information of each cell, marking preset experience labels corresponding to the quadrant types, and recording the experience labels to the historical experience database.
Further, the history processing information includes: the system comprises a cell processing record, a cell fault table, a cell performance index table, a complaint field test record table and a complaint return visit record table.
Further, the preset number of quadrant types includes:
a first quadrant: the method is used for representing the cell which is satisfied with the return visit of the user and improved in cell fault after complaint processing;
a second quadrant: the method is used for representing the cells with improved cell faults after complaint processing and when the users return to unsatisfied cells;
and a third quadrant: the method is used for representing the cells which are unsatisfied with the return visit of users and have no improved cell faults after complaint treatment;
and a fourth quadrant: the method is used for characterizing the cells which are satisfied by the return visit of users and have no improvement on cell failure after complaint processing.
According to the technical scheme provided by the embodiment of the invention, the embodiment of the invention obtains the historical complaint information and the corresponding historical processing information of each cell; according to the historical complaint information and the historical processing information of each cell, each cell is divided into a preset number of quadrant types, preset experience labels corresponding to the quadrant types are marked and recorded in the historical experience database, rapid and accurate guidance of the complaint information is achieved, and the processing efficiency is improved.
Further, the complaint receiving unit includes: the device comprises a first receiving module and a second receiving module.
The first receiving module is used for determining a main coverage cell corresponding to each grid according to a preset grid division method and MDT data corresponding to each grid;
and the second receiving module is used for determining a main coverage cell corresponding to the complaint information according to the grid where the geographical position information in the complaint information is located.
Further, the complaint receiving unit further includes: and a third receiving module.
And the third receiving module is used for determining a main coverage cell corresponding to the complaint information according to the geographical position contained in the complaint information, the geographical position of each base station and the antenna direction angle of each cell.
Further, the third receiving module comprises: the device comprises a first calculation module and a second calculation module.
The first calculation module is used for determining a base station closest to the geographical position of the complaint information;
the second calculation module is configured to determine a certain cell on the closest base station as a main coverage cell of the complaint information if a connection direction angle between the closest base station and the geographical location of the complaint information and an antenna direction angle of the certain cell on the closest base station are smaller than a preset angle difference threshold.
According to the technical scheme provided by the embodiment of the invention, the main coverage cell corresponding to each complaint information is determined through the rasterization technology and the MDT data, or the main coverage cell corresponding to each complaint information is determined according to the position information of the base station and the antenna direction angle of the cell, so that the complaint information is quickly and accurately guided, and the processing efficiency is improved.
The customer complaint processing device provided by the embodiment of the invention can realize each process in the embodiment corresponding to the customer complaint processing method, and is not described again for avoiding repetition.
It should be noted that the customer complaint processing apparatus provided in the embodiment of the present invention and the customer complaint processing method provided in the embodiment of the present invention are based on the same inventive concept, and therefore, specific implementation of the embodiment may refer to implementation of the customer complaint processing method, and repeated details are not repeated.
On the basis of the same technical concept, the embodiment of the present invention further provides an electronic device for executing the customer complaint handling method, and fig. 4 is a schematic structural diagram of an electronic device implementing the embodiments of the present invention, as shown in fig. 4. Electronic devices may vary widely in configuration or performance and may include one or more processors 401 and memory 402, where the memory 402 may store one or more stored applications or data. Wherein memory 402 may be transient or persistent. The application program stored in memory 402 may include one or more modules (not shown), each of which may include a series of computer-executable instructions for the electronic device. Still further, the processor 401 may be configured to communicate with the memory 402 to execute a series of computer-executable instructions in the memory 402 on the electronic device. The electronic device may also include one or more power supplies 403, one or more wired or wireless network interfaces 404, one or more input-output interfaces 405, one or more keyboards 406.
Specifically, in this embodiment, the electronic device includes a processor, a communication interface, a memory, and a communication bus; the processor, the communication interface and the memory complete mutual communication through a bus; the memory is used for storing a computer program; the processor is used for executing the program stored in the memory and realizing the following method steps:
determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information;
determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells;
and sequentially processing each complaint information according to a preset processing method corresponding to each experience label.
An embodiment of the present application further provides a computer-readable storage medium, in which a computer program is stored, and when executed by a processor, the computer program implements the following method steps:
determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information;
determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells;
and sequentially processing each complaint information according to a preset processing method corresponding to each experience label.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, apparatus, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, an electronic device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, apparatus or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (10)
1. A customer complaint handling method, characterized in that the method comprises:
determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information;
determining an experience label of the complaint information according to an experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells;
and sequentially processing each complaint information according to a preset processing method corresponding to each experience label.
2. The customer complaint handling method according to claim 1, wherein before the step of determining the primary coverage cell corresponding to each complaint information according to the geographical location included in the complaint information, the method further comprises:
acquiring historical complaint information and corresponding historical processing information of each cell;
dividing each cell into a preset number of quadrant types according to the historical complaint information and the historical processing information of each cell, marking preset experience labels corresponding to the quadrant types, and recording the experience labels to the historical experience database.
3. The customer complaint handling method according to claim 2, characterized in that the history processing information includes: the system comprises a cell processing record, a cell fault table, a cell performance index table, a complaint field test record table and a complaint return visit record table.
4. The customer complaint handling method according to claim 3, wherein the preset number of quadrant types includes:
a first quadrant: the method is used for representing the cell which is satisfied with the return visit of the user and improved in cell fault after complaint processing;
a second quadrant: the method is used for representing the cells with improved cell faults after complaint processing and when the users return to unsatisfied cells;
and a third quadrant: the method is used for representing the cells which are unsatisfied with the return visit of users and have no improved cell faults after complaint treatment;
and a fourth quadrant: the method is used for characterizing the cells which are satisfied by the return visit of users and have no improvement on cell failure after complaint processing.
5. The customer complaint handling method according to claim 4, wherein the determining, according to the geographical location included in each complaint information, the primary coverage cell corresponding to the complaint information further includes:
determining a main coverage cell corresponding to each grid according to a preset grid division method and MDT data corresponding to each grid;
and determining a main coverage cell corresponding to the complaint information according to the grid where the geographical position information in each complaint information is located.
6. The customer complaint handling method according to claim 5, wherein the determining, according to the geographical location included in each complaint information, the primary coverage cell corresponding to the complaint information, further comprises:
and determining a main coverage cell corresponding to the complaint information according to the geographical position contained in the complaint information, the geographical position of each base station and the antenna direction angle of each cell.
7. The customer complaint handling method according to claim 6, wherein the determining a main coverage cell corresponding to the complaint information according to the geographical position included in the complaint information, the geographical position of each base station, and the antenna direction angle of each cell includes:
determining a base station closest to the geographical location of the complaint information;
and if the connection direction angle of the closest base station and the geographical position of the complaint information and the antenna direction angle of a certain cell on the closest base station are smaller than a preset angle difference threshold value, determining the certain cell on the closest base station as a main coverage cell of the complaint information.
8. A customer complaint handling device, characterized in that the device comprises:
the complaint receiving unit is used for determining a main coverage cell corresponding to each complaint information according to the geographical position contained in the complaint information;
the complaint marking unit is used for determining the experience label of the complaint information according to the experience label corresponding to the main coverage cell in a preset historical experience database; the historical experience database comprises experience labels which correspond to all cells and are used for representing the processing efficiency of the historical complaint information of the cells;
and the complaint processing unit is used for sequentially processing the complaint information according to a preset processing method corresponding to each experience label.
9. An electronic device comprising a processor, a communication interface, a memory, and a communication bus; the processor, the communication interface and the memory complete mutual communication through a bus; the memory is used for storing a computer program; the processor, executing the program stored on the memory, implementing the customer complaint handling method steps of any of claims 1-7.
10. A computer-readable storage medium, characterized in that a computer program is stored on the computer-readable storage medium, which computer program, when being executed by a processor, carries out the customer complaint handling method steps of any one of claims 1-7.
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| Application Number | Priority Date | Filing Date | Title |
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| CN202010878438.5A CN114119053A (en) | 2020-08-27 | 2020-08-27 | Customer complaint processing method and device and electronic equipment |
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| Application Number | Priority Date | Filing Date | Title |
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| CN202010878438.5A CN114119053A (en) | 2020-08-27 | 2020-08-27 | Customer complaint processing method and device and electronic equipment |
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| CN114119053A true CN114119053A (en) | 2022-03-01 |
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| CN202010878438.5A Pending CN114119053A (en) | 2020-08-27 | 2020-08-27 | Customer complaint processing method and device and electronic equipment |
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