CN115688020A

CN115688020A - Network complaint classification method, device, equipment and storage medium

Info

Publication number: CN115688020A
Application number: CN202211177025.XA
Authority: CN
Inventors: 沈浩; 马振东; 任喆; 贾延寿; 李响; 高畅
Original assignee: China United Network Communications Group Co Ltd; China Information Technology Designing and Consulting Institute Co Ltd; Beijing Telecom Planning and Designing Institute Co Ltd
Current assignee: China United Network Communications Group Co Ltd; China Information Technology Designing and Consulting Institute Co Ltd; Beijing Telecom Planning and Designing Institute Co Ltd
Priority date: 2022-09-26
Filing date: 2022-09-26
Publication date: 2023-02-03

Abstract

The application discloses a network complaint classification method, device, equipment and storage medium, relates to the technical field of data processing, and aims to improve the efficiency of classifying network complaints and improve the accuracy of network complaint classification. The method comprises the following steps: obtaining network parameter information of the target area through the target model based on basic parameters of a plurality of base stations in the target area, wherein the basic parameters comprise at least one of the following items: location information, configuration information of a base station; the method comprises the steps of obtaining a plurality of complaint work orders in a target area, wherein one complaint work order corresponds to one complaint data, and the complaint data comprises the following contents: position information corresponding to the complaint work order and identification of the complaint work order; determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations; and determining the complaint type corresponding to each complaint work order according to the network parameter information corresponding to each complaint work order.

Description

Network complaint classification method, device, equipment and storage medium

Technical Field

The present application relates to the field of data processing technologies, and in particular, to a method, an apparatus, a device, and a storage medium for classifying network complaints.

Background

With the rapid development of mobile communication technology, the number of users of mobile communication services is increasing, and it is inevitable that complaints caused by various reasons are also increasing while users use mobile communication services. Because the complaint of the user is usually caused by various types of complaints that may exist in the network, such as a network coverage complaint, an interference complaint, a perception complaint, a package service complaint, and the like, if the complaint of the user cannot be accurately classified, the operator cannot solve the problem reflected by the customer complaint in a targeted manner, which affects the solution efficiency of the customer complaint problem and the subsequent optimization and planning construction work of the network inside the operator. In order to improve the satisfaction of customers on mobile communication services and specifically search for network problems which may exist in the mobile communication process, it becomes important how to quickly and accurately determine the complaint types of the customer complaints.

Currently, in the related technologies, classification of network complaints is mainly completed by customer service staff performing subjective judgment, or classification of network complaints is completed by techniques such as keyword recognition on complaint contents. When network complaint classification is carried out by customer service personnel, the requirement on the specialty of the customer service personnel is high, and the accuracy of the complaint classification result is difficult to ensure; when the classification of the network complaints is completed through technologies such as keyword identification and the like on the complaint contents, the complaint users are required to accurately and clearly describe the problem of the network complaints, that is, the network complaints described by the users must contain classified keywords to realize the correct classification of the network complaints, and the requirement on the content expression form of the network complaints is high. Therefore, the efficiency and accuracy of classifying the network complaints are low at present.

Disclosure of Invention

The application provides a network complaint classification method, device, equipment and storage medium, which are used for improving the efficiency of classifying network complaints and improving the accuracy of network complaint classification.

In order to achieve the purpose, the technical scheme is as follows:

in a first aspect, a method for classifying network complaints is provided, which includes: obtaining network parameter information of the target area through the target model based on basic parameters of a plurality of base stations in the target area, wherein the basic parameters comprise at least one of the following parameters: the location information, the configuration information of the base station, and the network parameter information include at least one of the following: reference Signal Received Power (RSRP), signal-to-interference-plus-noise ratio (SINR) and user downlink perception rate; the method comprises the following steps of obtaining a plurality of complaint work orders in a target area, wherein one complaint work order corresponds to one complaint data, and the complaint data comprises the following contents: position information corresponding to the complaint work order and identification of the complaint work order; determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations; determining a complaint type corresponding to each complaint work order according to the network parameter information corresponding to each complaint work order, wherein the complaint type comprises at least one of the following: network coverage complaints, network interference complaints, and network awareness complaints.

In one design, after obtaining network parameter information of a target area through a target model based on basic parameters of a plurality of base stations in the target area, the method further includes: rasterizing the target area based on the network parameter information of the target area to obtain a plurality of grids and network parameter information of each grid; determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations, wherein the determining comprises the following steps: determining grids corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations; and determining the network parameter information of the grid corresponding to each complaint work order as the network parameter information corresponding to each complaint work order.

In one design, determining a grid corresponding to each complaint work order according to location information corresponding to each complaint work order in the complaint work orders and location information of a plurality of base stations includes: determining position information corresponding to each grid in a plurality of grids; and aiming at any complaint work order in the complaint work orders, determining the grid closest to the complaint work order as the grid corresponding to the complaint work order based on the position information corresponding to the complaint work order and the position information corresponding to each grid in the grids.

In one design, determining a complaint type for each complaint work order based on the network parameter information for each complaint work order includes: when the RSRP corresponding to the complaint work order is smaller than a first threshold value, determining that the complaint type corresponding to the complaint work order is a network coverage type complaint; when the SINR corresponding to the complaint work order is smaller than a second threshold value, determining that the complaint type corresponding to the complaint work order is a network interference type complaint; and when the downlink perception rate of the user corresponding to the complaint work order is smaller than a third threshold value, determining that the complaint type corresponding to the complaint work order is a network perception type complaint.

In a second aspect, there is provided a network complaint classification apparatus, including: the processing unit, the acquisition unit, confirm the unit; a processing unit, configured to obtain network parameter information of a target area through a target model based on basic parameters of multiple base stations in the target area, where the basic parameters include at least one of: the location information, the configuration information of the base station, the network parameter information includes at least one of the following: reference Signal Received Power (RSRP), signal-to-interference-plus-noise ratio (SINR) and user downlink perception rate; the device comprises an acquisition unit, a storage unit and a processing unit, wherein the acquisition unit is used for acquiring a plurality of complaint work orders in a target area, one complaint work order corresponds to one complaint data, and the complaint data comprises the following contents: position information corresponding to the complaint work order and identification of the complaint work order; the determining unit is used for determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations; a determining unit, configured to determine, according to the network parameter information corresponding to each complaint work order, a complaint type corresponding to each complaint work order, where the complaint type includes at least one of the following: network coverage complaints, network interference complaints, and network-aware complaints.

In one design, the processing unit is configured to perform rasterization processing on a target area based on network parameter information of the target area to obtain a plurality of grids and network parameter information of each grid; the determining unit is used for determining grids corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations; and the determining unit is used for determining the network parameter information of the grid corresponding to each complaint work order as the network parameter information corresponding to each complaint work order.

In one design, a determination unit to determine location information corresponding to each of a plurality of grids; and the determining unit is used for determining the grid closest to any complaint work order as the grid corresponding to any complaint work order based on the position information corresponding to any complaint work order and the position information corresponding to each grid in the plurality of grids.

In one design, the determining unit is configured to determine that a complaint type corresponding to the complaint work order is a network coverage complaint when RSRP corresponding to the complaint work order is smaller than a first threshold; the determining unit is used for determining that the complaint type corresponding to the complaint work order is a network interference type complaint when the SINR corresponding to the complaint work order is smaller than a second threshold; and the determining unit is used for determining that the complaint type corresponding to the complaint work order is a network perception type complaint when the downlink perception rate of the user corresponding to the complaint work order is smaller than a third threshold value.

In a third aspect, an electronic device is provided, including: a processor and a memory; wherein the memory is used for storing one or more programs, the one or more programs comprising computer executable instructions, and the processor executes the computer executable instructions stored by the memory when the electronic device is running, so as to make the electronic device execute the network complaint classification method according to the first aspect.

In a fourth aspect, there is provided a computer readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a computer, cause the computer to perform a method of network complaint classification as in the first aspect.

The application provides a network complaint classification method which is applied to a scene of classifying network complaints. Firstly, acquiring basic parameters of a plurality of base stations in a target area, wherein the basic parameters comprise at least one of position information and configuration information, and acquiring network parameter information of the target area, wherein the network parameter information comprises at least one of reference signal receiving power, signal-to-interference-plus-noise ratio and user downlink perception rate through a target model according to the basic parameters of the plurality of base stations; further, a plurality of complaint work orders in the target area are obtained, so that the network parameter information corresponding to each complaint work order is determined according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations, and the complaint type corresponding to each complaint work order is determined according to the network parameter information corresponding to each complaint work order. By the method, the network parameter information corresponding to each complaint work order can be determined based on the network parameter information of the target area through the target model, so that the complaint type corresponding to each complaint work order is determined, the efficiency of classifying the complaint work orders is improved, and the accuracy of classifying the complaint work orders is improved.

Drawings

Fig. 1 is a schematic structural diagram of a network complaint classification system according to an embodiment of the present application;

fig. 2 is a first flowchart illustrating a network complaint classification method according to an embodiment of the present disclosure;

fig. 3 is a schematic flow chart of a network complaint classification method according to an embodiment of the present application;

fig. 4 is a schematic grid diagram of a network complaint classification method provided in an embodiment of the present application;

fig. 5 is a schematic flow chart of a network complaint classification method according to an embodiment of the present application;

fig. 6 is a fourth schematic flowchart of a network complaint classification method according to an embodiment of the present application;

fig. 7 is a schematic structural diagram of a network complaint classification device according to an embodiment of the present application;

fig. 8 is a schematic structural diagram of an electronic device according to an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be described below with reference to the drawings in the embodiments of the present application.

In the description of this application, "/" means "or" unless otherwise stated, for example, A/B may mean A or B. "and/or" herein is merely an association describing an associated object, and means that there may be three relationships, e.g., a and/or B, which may mean: a exists alone, A and B exist simultaneously, and B exists alone. Further, "at least one" or "a plurality" means two or more. The terms "first", "second", and the like do not necessarily limit the number and execution order, and the terms "first", "second", and the like do not necessarily limit the difference.

Currently, in the related art, there are two main methods for classifying network complaints: judging according to the subjective experience of customer service personnel to realize the classification of the network complaints; and (4) using keyword recognition to the complaint content to realize classification of the network complaint.

In the method, when the judgment is carried out according to the subjective experience of customer service staff, telephone or text communication is mainly carried out between the customer service staff and a complaint client, the complaint type corresponding to the network complaint is determined according to the working experience of the customer service staff, the customer service staff is generally required to have stronger professional ability, different customer service staff possibly have larger difference on the classification result of the network complaint, and the classification accuracy of the network complaint is difficult to ensure; when the network complaint content keyword is identified, generally, a complaint content text is compared and analyzed with a plurality of classified keywords or key phrases, when the same keywords or key phrases exist, the network complaint is determined as the corresponding complaint type, or the network complaint is classified through voice identification, the voice identification is carried out by converting complaint voice into words and then identifying the keywords, the implementation mode and the classification principle are basically the same as the keyword identification, the network complaint problem can be accurately and clearly described by a complaint user, and the requirement on the content expression form of the network complaint is high.

The network complaint classification method provided by the embodiment of the application can be suitable for a network complaint classification system. Fig. 1 shows a schematic structural diagram of the network complaint classification system. As shown in fig. 1, the network complaint classification system 20 includes: an electronic device 21, a server 22 and a plurality of base stations 23. The electronic device 21 is connected to a server 22 and a plurality of base stations 23, respectively.

The network complaint classification system 20 may be used for the internet of things, and the network complaint classification system 20 may include hardware such as a plurality of Central Processing Units (CPUs), a plurality of memories, and a storage device storing a plurality of operating systems.

The electronic device 21 may be used for the internet of things, and is configured to implement data processing, for example, the electronic device 21 may interact with the multiple base stations 23 to obtain basic parameters of the multiple base stations 23, and determine a target model based on the basic parameters of the multiple base stations 23; electronic device 21 may also interact with server 22 to obtain a plurality of complaint work orders and determine a complaint type corresponding to each complaint work order.

The server 22 is used for storing data, for example, the server 22 may be a server storing a plurality of complaint work orders, and provides the electronic device 21 with data required for data processing.

The base station 23 is configured to provide the electronic device 21 with data information, for example, provide the electronic device 21 with its own basic parameters, so that the electronic device 21 can determine the network parameter information of the target area.

A network complaint classification method provided in an embodiment of the present application is described below with reference to the accompanying drawings.

As shown in fig. 2, a network complaint classification method provided in the embodiment of the present application includes S201 to S204:

s201, obtaining network parameter information of a target area through a target model based on basic parameters of a plurality of base stations in the target area.

Wherein the base parameters include at least one of: the location information, the configuration information of the base station, and the network parameter information include at least one of the following: reference Signal Receiving Power (RSRP), signal to Interference plus Noise Ratio (SINR), and user downlink sensing rate.

Optionally, the location information may be longitude and latitude information of a cell corresponding to the base station, and may further include administrative area information and cell identification information corresponding to the base station.

Optionally, the configuration information of the base station may be direction angle information of a cell corresponding to the base station, downtilt information of the cell, and/or elevation information of the cell.

Illustratively, the basic parameters of a plurality of base stations are as shown in table one below:

watch 1

Province of labor

City of land

Administrative district

Cell number

Longitude (G)

Latitude

Angle of direction

Declination angle

Hanging height

A

a

Administrative district 1

B1

118.08458

31.71836

120

5

35

A

a

Administrative district 2

B2

118.0915

31.7184

240

5

35

Optionally, the cell may be a cell with the largest number of cells corresponding to network types among cells with multiple network types included in the target area, where the network type includes: different network standards such as the fifth Generation Mobile Communication technology (5 th Generation Mobile Communication technology,5 g), the fourth Generation Mobile Communication technology (4 th Generation Mobile Communication technology,4 g), and the third Generation Mobile Communication technology (3 th Generation Mobile Communication technology,3 g).

Illustratively, a 5G cell, a 4G cell, and a 3G cell coexist in the target area, and when the number of cells corresponding to 5G is the largest, the configuration information of the 5G cell is uniformly adopted by the configuration information of the base station.

Optionally, information such as a frequency point and a bandwidth corresponding to a network may be determined through a link budget (link budget), a first model is established, and a subcarrier bandwidth and a secondary source node (SS) transmission power P are determined according to a site cell parameter _ss And the information is waited, a second model is established, and a target model is obtained through the first model and the second model.

Optionally, for the transmission power P _ss The adjustment can be made according to the average transmission power of the SS in the current network.

Optionally, the basic parameters of the multiple base stations in the target area may be input to the target model, so as to obtain the network parameter information of the target area.

S202, obtaining a plurality of complaint work orders in the target area.

One complaint work order corresponds to one complaint data, and the complaint data comprises the following contents: position information corresponding to the complaint work order and identification of the complaint work order.

Optionally, the complaint work order may be work order data generated according to complaints initiated by users in the target area.

Optionally, the location information corresponding to the complaint work order may be longitude and latitude information corresponding to the complaint work order, and may further include an administrative area corresponding to the complaint work order.

Optionally, the identification of the complaint work order may be the complaint work order number of the complaint work order (e.g., the number of the complaint work order), and may further include the generation time of the complaint work order (i.e., the complaint time).

Illustratively, the complaint data for a plurality of complaint work orders is shown in Table two below:

watch 2

Province part	City of land	Complaint work order number	Complaint longitude	Complaint latitude
					A	a	C1	115.7464	33.7999
A	a	C2	118.3725	31.31351
					A	a	C3	115.7245	33.8424

S203, determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations.

Optionally, for any complaint work order, the corresponding position of the complaint work order in the target area may be determined according to the position information corresponding to the complaint work order, and the network parameter information of the corresponding position in the target area is determined as the network parameter information corresponding to the complaint work order.

And S204, determining the complaint type corresponding to each complaint work order according to the network parameter information corresponding to each complaint work order.

Wherein the complaint types include at least one of: network coverage complaints, network interference complaints, and network-aware complaints.

Optionally, the network coverage type complaint may be used to indicate the network coverage capability of the corresponding location of the complaint work order.

Optionally, the network interference-type complaint may be used to indicate the network interference resistance of the corresponding location of the complaint work order.

Optionally, the network perception complaint may be used to indicate an actual perception state of the network by a user at a position corresponding to the complaint work order.

In the embodiment, when classifying the network complaints, first obtaining basic parameters of a plurality of base stations in a target area, wherein the basic parameters include at least one of position information and configuration information, and obtaining network parameter information of the target area, which includes at least one of reference signal received power, signal-to-interference-plus-noise ratio and user downlink perception rate, through a target model according to the basic parameters of the plurality of base stations; further, a plurality of complaint work orders in the target area are obtained, so that the network parameter information corresponding to each complaint work order is determined according to the position information corresponding to each complaint work order in the plurality of complaint work orders and the position information of the plurality of base stations, and the complaint type corresponding to each complaint work order is determined according to the network parameter information corresponding to each complaint work order. By the method, the network parameter information corresponding to each complaint work order is determined based on the network parameter information of the target area through the target model, so that the complaint type corresponding to each complaint work order is determined, the efficiency of classifying the complaint work orders is improved, and the accuracy of classifying the complaint work orders is improved.

In one design, as shown in fig. 3, in the method for classifying a network complaint provided in an embodiment of the present application, after S201, the method further includes S301, and S203 specifically includes S302 to S303:

s301, rasterizing the target area based on the network parameter information of the target area to obtain a plurality of grids and the network parameter information of each grid.

Optionally, according to specific use requirements, the size of the grid may be set, the target region is divided into a plurality of grids through rasterization, and the position information of each grid is determined.

Illustratively, the target area may be divided into network parameter information of a plurality of grids according to a size of 50m × 50m.

Optionally, the network parameter information of each grid may further include identification information of each grid, such as a grid number.

For example, after the rasterization process is performed on the target area, a plurality of grids are obtained as shown in fig. 4.

S302, determining grids corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations.

Optionally, the grid corresponding to each complaint work order is determined by determining a corresponding relationship between the position information corresponding to each complaint work order and the position information of the grid.

And S303, determining the network parameter information of the grid corresponding to each complaint work order as the network parameter information corresponding to each complaint work order.

Optionally, for any grid, the network parameter information of the grid may be understood as average network parameter information (such as average RSRP, average SINR, and average user downlink perceived rate) in the area of the grid.

In the embodiment of the application, the target area is subjected to rasterization to obtain a plurality of grids, then the network parameter information corresponding to the complaint work order is determined according to the network parameter information of the grids corresponding to the complaint work order, and the complaint type corresponding to the complaint work order is determined according to the network parameter information corresponding to the complaint work order, so that the classification accuracy of network complaints can be ensured, and the classification efficiency of the network complaints can be improved as much as possible.

In a design, as shown in fig. 5, in a method for classifying a network complaint provided in an embodiment of the present application, the step S302 specifically includes steps S401 to S402:

s401, determining position information corresponding to each grid in the plurality of grids.

Optionally, the position information corresponding to each grid may be a geometric center corresponding to the grid.

For example, when the information type of the location information corresponding to each grid is longitude and latitude information, the location information corresponding to the grid may be the center longitude and latitude corresponding to the grid.

Illustratively, the location information and the network parameter information of each grid are shown in table three below:

watch III

S402, aiming at any one of the complaint work orders, determining the grid closest to the complaint work order as the grid corresponding to the complaint work order based on the position information corresponding to the complaint work order and the position information corresponding to each grid in the grids.

Optionally, for any complaint work order, the distance between the complaint work order and each grid may be determined according to the position information corresponding to the complaint work order and the position information corresponding to each grid in the multiple grids, so that the grid closest to the complaint work order is determined as the grid corresponding to the complaint work order.

Illustratively, for complaint work order a ₁ When the target area is rasterized to obtain four grids, (i.e., grid b is present) ₁ Grid b ₂ Grid b ₃ Grid b ₄ ). Respectively determining complaint work orders a ₁ Four distances d corresponding to 4 grids ₁ 、d ₂ 、d ₃ 、d ₄ . When d is ₁ ＞d ₂ ＞d ₃ ＞d ₄ Then, grid b is put into ₄ Determined as complaint work order a ₁ A corresponding grid.

Optionally, the distance between the complaint work order and the grid may be determined by a geometric relationship according to the position information corresponding to the complaint work order and the position information corresponding to the grid.

Illustratively, when complaining a work order a ₁ Corresponding position information and grid b ₁ When the corresponding position information is longitude and latitude information, the complaint work order a ₁ And grid b ₁ A distance d therebetween ₁ The method can be obtained by the following formula I:

wherein d1 is a complaint work order a ₁ And grid b ₁ The distance between the two or more of the two or more,

for complaint work orders a ₁ The information on the longitude of (a) is stored,

is a grid b ₁ The information on the longitude of (a) is stored,

for complaint work orders a ₁ The latitude information of (a) is received,

is a grid b ₁ Latitude information of (2).

Illustratively, when complaining a work order a ₁ Corresponding position information and grid b ₁ When the corresponding position information is longitude and latitude information, the complaint work order a ₁ And grid b ₁ A distance d between ₁ The method can also be obtained by the following formula two:

is a grid b ₁ The longitude information of (a) is obtained,

for complaint work orders a ₁ The latitude information of (a) is received,

is a grid b ₁ Latitude information of (c).

Optionally, after the grid corresponding to the complaint work order is determined, the network parameter information of the corresponding grid may be directly determined as the network parameter information corresponding to the complaint work order.

Illustratively, the network parameter information corresponding to each complaint work order is shown in table four below:

watch four

In the embodiment of the application, according to the position information corresponding to the complaint work order and the position information corresponding to each grid, the grid closest to the complaint work order is determined as the grid corresponding to the complaint work order, and thus the network parameter information corresponding to the complaint work order is determined according to the network parameter information corresponding to the grid. Therefore, the complaint type corresponding to the complaint work order is determined according to the network parameter information corresponding to the complaint work order, and the efficiency of network complaint classification is improved.

In a design, as shown in fig. 6, in the method for classifying a network complaint provided by the embodiment of the present application, the step S204 specifically includes steps S501 to S503:

s501, when the RSRP corresponding to the complaint work order is smaller than a first threshold value, determining that the complaint type corresponding to the complaint work order is a network coverage complaint.

Alternatively, the size of the first threshold may be altered according to specific usage needs.

For example, the first threshold may be-112, that is, when the RSRP corresponding to the complaint work order is less than-112, the complaint type corresponding to the complaint work order is determined to be a network coverage-type complaint.

And S502, when the signal to interference plus noise ratio (SINR) corresponding to the network complaint is smaller than a second threshold, determining the network complaint as a network interference complaint.

Alternatively, the size of the second threshold may be changed according to specific usage needs.

For example, the second threshold may be 0, that is, when the SINR corresponding to the complaint work order is less than 0, it is determined that the complaint type corresponding to the complaint work order is a network interference-type complaint.

And S503, when the downlink perception rate of the user corresponding to the network complaint is smaller than a third threshold value, determining the network complaint as the network perception type complaint.

Optionally, the size of the third threshold may be changed according to specific usage needs.

For example, the third threshold may be 10, that is, when the downlink perception rate of the user corresponding to the complaint work order is less than 10, it is determined that the complaint type corresponding to the complaint work order is a user perception-type complaint.

Illustratively, each complaint work order corresponds to a complaint type, as shown in table five below:

watch five

Optionally, for any complaint work order, when the network parameter information corresponding to the complaint work order simultaneously satisfies multiple complaint types, the type corresponding to the complaint work order may be determined as multiple types.

For example, for a complaint work order, when RSRP corresponding to the complaint work order is smaller than a first threshold and SINR corresponding to the complaint work order is smaller than a second threshold, it may be determined that the complaint type corresponding to the complaint work order is a network coverage complaint and a network interference complaint.

Optionally, when the network parameter information corresponding to the complaint work order does not satisfy the first threshold, the second threshold, or the third threshold, the complaint work order is determined as a non-network complaint, and the complaint type corresponding to the complaint work order may be further determined by manual customer service.

In the embodiment of the application, the complaint work order is quickly classified by setting different threshold values aiming at different characteristic values in the network parameter information corresponding to the complaint work order, and the classification result is closer to the actual network state corresponding to the complaint work order.

The scheme provided by the embodiment of the application is mainly introduced from the perspective of a method. To implement the above functions, it includes hardware structures and/or software modules for performing the respective functions. Those of skill in the art will readily appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as hardware or combinations of hardware and computer software. Whether a function is performed as hardware or computer software drives hardware depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.

In the embodiment of the present application, functional modules of a network complaint classification device may be divided according to the above method example, for example, each functional module may be divided corresponding to each function, or two or more functions may be integrated into one processing module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. Optionally, the division of the modules in the embodiment of the present application is schematic, and is only a logic function division, and there may be another division manner in actual implementation.

Fig. 7 is a schematic structural diagram of a network complaint classification device according to an embodiment of the present application. As shown in fig. 7, the network complaint classification device 40 is used to improve the efficiency of determining the deployment location of the broadband node and improve the accuracy of the determined deployment location corresponding to the broadband node, for example, to execute a network complaint classification method shown in fig. 2. The network complaint classification device 40 includes: processing unit 401, acquisition unit 402, and determination unit 403.

A processing unit 401, configured to obtain network parameter information of a target area through a target model based on basic parameters of multiple base stations in the target area.

Wherein the base parameters include at least one of: the location information, the configuration information of the base station, and the network parameter information include at least one of the following: reference Signal Received Power (RSRP), signal to interference plus noise ratio (SINR) and user downlink perception rate.

An obtaining unit 402 is configured to obtain a plurality of complaint work orders in the target area.

Wherein, a complaint work order corresponds a complaint data, and the complaint data includes following content: position information corresponding to the complaint work order and identification of the complaint work order.

A determining unit 403, configured to determine, according to the location information corresponding to each complaint work order in the multiple complaint work orders and the location information of the multiple base stations, network parameter information corresponding to each complaint work order.

A determining unit 403, configured to determine, according to the network parameter information corresponding to each complaint work order, a complaint type corresponding to each complaint work order.

Wherein the complaint types include at least one of: network coverage complaints, network interference complaints, and network awareness complaints.

Optionally, in the device for classifying network complaints provided in this embodiment of the application, the processing unit 401 is configured to perform rasterization processing on the target area based on the network parameter information of the target area to obtain a plurality of grids and network parameter information of each grid.

A determining unit 403, configured to determine a grid corresponding to each complaint work order according to the location information corresponding to each complaint work order in the plurality of complaint work orders and the location information of the plurality of base stations.

A determining unit 403, configured to determine the network parameter information of the grid corresponding to each complaint work order as the network parameter information corresponding to each complaint work order.

Optionally, in the network complaint classification device provided in the embodiment of the present application, the determining unit 403 is configured to determine the position information corresponding to each of the multiple grids.

A determining unit 403, configured to determine, for any one of the multiple complaint work orders, a grid closest to the any one of the complaint work orders as a grid corresponding to the any one of the complaint work orders based on the position information corresponding to the any one of the complaint work orders and the position information corresponding to each of the multiple grids.

Optionally, in the network complaint classification device provided in this embodiment of the application, the determining unit 403 is configured to determine that the type of complaint corresponding to the complaint work order is a network coverage complaint when the RSRP corresponding to the complaint work order is smaller than the first threshold.

A determining unit 403, configured to determine that the type of complaint corresponding to the complaint work order is a network interference type complaint when the SINR corresponding to the complaint work order is smaller than a second threshold.

A determining unit 403, configured to determine that the complaint type corresponding to the complaint work order is a network-aware complaint when the downlink perception rate of the user corresponding to the complaint work order is smaller than a third threshold.

In the case of implementing the functions of the integrated modules in the form of hardware, the embodiments of the present application provide another possible structural schematic diagram of the electronic device related to the above embodiments. As shown in fig. 8, an electronic device 70 is used for improving the efficiency of classifying network complaints and improving the accuracy of network complaint classification, for example, for performing a network complaint classification method shown in fig. 2. The electronic device 70 includes a processor 701, a memory 702, and a bus 703. The processor 701 and the memory 702 may be connected by a bus 703.

The processor 701 is a control center of the communication apparatus, and may be a single processor or a collective term for a plurality of processing elements. For example, the processor 701 may be a Central Processing Unit (CPU), other general-purpose processors, or the like. Wherein a general purpose processor may be a microprocessor or any conventional processor or the like.

For one embodiment, processor 701 may include one or more CPUs, such as CPU 0 and CPU 1 shown in FIG. 8.

The memory 702 may be, but is not limited to, a read-only memory (ROM) or other type of static storage device that may store static information and instructions, a Random Access Memory (RAM) or other type of dynamic storage device that may store information and instructions, an electrically erasable programmable read-only memory (EEPROM), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by a computer.

As a possible implementation, the memory 702 may exist separately from the processor 701, and the memory 702 may be connected to the processor 701 via the bus 703 for storing instructions or program code. When the processor 701 calls and executes the instructions or program codes stored in the memory 702, the network complaint classification method provided by the embodiment of the application can be realized.

In another possible implementation, the memory 702 may be integrated with the processor 701.

The bus 703 may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an Extended ISA (EISA) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 8, but this is not intended to represent only one bus or type of bus.

It is to be noted that the structure shown in fig. 8 does not constitute a limitation of the electronic apparatus 70. In addition to the components shown in FIG. 8, the electronic device 70 may include more or fewer components than shown, or some components may be combined, or a different arrangement of components.

As an example, in conjunction with fig. 7, processing unit 401, obtaining unit 402 and determining unit 403 in network complaint classification device 40 implement the same functions as processor 701 in fig. 8.

Optionally, as shown in fig. 8, the electronic device 70 provided in the embodiment of the present application may further include a communication interface 704.

A communication interface 704 for connecting with other devices through a communication network. The communication network may be an ethernet network, a radio access network, a Wireless Local Area Network (WLAN), etc. The communication interface 704 may include a receiving unit for receiving data, and a transmitting unit for transmitting data.

In one design, in the electronic device provided in the embodiment of the present application, the communication interface may also be integrated in the processor.

Through the above description of the embodiments, those skilled in the art may clearly understand that, for convenience and simplicity of description, only the division of each functional unit is illustrated. In practical applications, the above function allocation can be performed by different functional units according to needs, that is, the internal structure of the device is divided into different functional units to perform all or part of the above described functions. For the specific working processes of the system, the apparatus and the unit described above, reference may be made to the corresponding processes in the foregoing method embodiments, and details are not described here again.

The embodiment of the present application further provides a computer-readable storage medium, where instructions are stored in the computer-readable storage medium, and when the instructions are executed by a computer, the computer executes each step in the method flow shown in the above method embodiment.

Embodiments of the present application provide a computer program product containing instructions which, when executed on a computer, cause the computer to perform one of the above method embodiments of the network complaint classification method.

The computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, and a hard disk. Random Access Memory (RAM), read-Only Memory (ROM), erasable Programmable Read-Only Memory (EPROM), registers, a hard disk, an optical fiber, a portable Compact disk Read-Only Memory (CD-ROM), an optical storage device, a magnetic storage device, any suitable combination of the above, or any other form of computer-readable storage medium known in the art. An exemplary storage medium is coupled to the processor such the processor can read information from, and write information to, the storage medium. Of course, the storage medium may also be integral to the processor. The processor and the storage medium may reside in an Application Specific Integrated Circuit (ASIC). In embodiments of the present application, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

Since the electronic device, the computer-readable storage medium, and the computer program product in the embodiments of the present application may be applied to the method described above, for technical effects that can be obtained by the method, reference may also be made to the method embodiments described above, and details of the embodiments of the present application are not repeated herein.

The above is only an embodiment of the present application, but the scope of the present application is not limited thereto, and any changes or substitutions within the technical scope of the present disclosure should be covered by the scope of the present application.

Claims

1. A method for classifying a network complaint, the method comprising:

obtaining network parameter information of a target area through a target model based on basic parameters of a plurality of base stations in the target area, wherein the basic parameters comprise at least one of the following parameters: location information, configuration information of a base station, the network parameter information including at least one of: reference Signal Received Power (RSRP), signal-to-interference-plus-noise ratio (SINR) and user downlink perception rate;

obtaining a plurality of complaint work orders in the target area, wherein one complaint work order corresponds to one complaint data, and the complaint data comprises the following contents: position information corresponding to the complaint work order and identification of the complaint work order;

determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations;

determining a complaint type corresponding to each complaint work order according to the network parameter information corresponding to each complaint work order, wherein the complaint type comprises at least one of the following: network coverage complaints, network interference complaints, and network awareness complaints.

2. The method of claim 1, wherein after obtaining the network parameter information of the target area through a target model based on the basic parameters of the base stations in the target area, the method further comprises:

rasterizing the target area based on the network parameter information of the target area to obtain a plurality of grids and network parameter information of each grid;

determining network parameter information corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations, including:

determining grids corresponding to each complaint work order according to the position information corresponding to each complaint work order in the complaint work orders and the position information of the base stations;

and determining the network parameter information of the grid corresponding to each complaint work order as the network parameter information corresponding to each complaint work order.

3. The method of claim 2, wherein the determining the grid corresponding to each complaint work order according to the location information corresponding to each complaint work order in the complaint work orders and the location information of the base stations comprises:

determining position information corresponding to each grid in the plurality of grids;

and aiming at any one of the complaint work orders, determining the grid closest to the complaint work order as the grid corresponding to the complaint work order based on the position information corresponding to the complaint work order and the position information corresponding to each grid in the grids.

4. The method according to any one of claims 1 to 3, wherein the determining the type of complaint corresponding to each complaint work order according to the network parameter information corresponding to each complaint work order comprises:

when the RSRP corresponding to the complaint work order is smaller than a first threshold value, determining that the complaint type corresponding to the complaint work order is a network coverage complaint;

when the SINR corresponding to the complaint work order is smaller than a second threshold value, determining that the complaint type corresponding to the complaint work order is a network interference type complaint;

and when the downlink perception rate of the user corresponding to the complaint work order is smaller than a third threshold value, determining that the complaint type corresponding to the complaint work order is a network perception type complaint.

5. A network complaint classification apparatus, characterized in that the apparatus comprises: the processing unit, the acquisition unit, confirm the unit;

the processing unit is configured to obtain network parameter information of a target area through a target model based on basic parameters of a plurality of base stations in the target area, where the basic parameters include at least one of: location information, configuration information of a base station, the network parameter information including at least one of: reference Signal Received Power (RSRP), signal-to-interference-plus-noise ratio (SINR) and user downlink perception rate;

the obtaining unit is configured to obtain multiple complaint work orders in the target area, where one complaint work order corresponds to one complaint data, and the complaint data includes the following contents: position information corresponding to the complaint work order and identification of the complaint work order;

the determining unit is configured to determine, according to the location information corresponding to each of the plurality of complaint work orders and the location information of the plurality of base stations, network parameter information corresponding to each of the complaint work orders;

the determining unit is configured to determine, according to the network parameter information corresponding to each complaint work order, a complaint type corresponding to each complaint work order, where the complaint type includes at least one of the following: network coverage complaints, network interference complaints, and network awareness complaints.

6. The device according to claim 5, wherein the processing unit is configured to perform rasterization processing on the target area based on the network parameter information of the target area, so as to obtain a plurality of grids and network parameter information of each grid;

the determining unit is configured to determine a grid corresponding to each complaint work order according to the location information corresponding to each complaint work order in the plurality of complaint work orders and the location information of the plurality of base stations;

and the determining unit is used for determining the network parameter information of the grid corresponding to each complaint work order as the network parameter information corresponding to each complaint work order.

7. The apparatus according to claim 6, wherein the determining unit is configured to determine location information corresponding to each of the plurality of grids;

the determining unit is configured to determine, for any one of the plurality of complaint work orders, a grid closest to the complaint work order as a grid corresponding to the complaint work order based on the position information corresponding to the complaint work order and the position information corresponding to each of the plurality of grids.

8. The network complaint classification device according to any one of claims 5 to 7, wherein the determining unit is configured to determine that the type of complaint corresponding to the complaint work order is a network coverage-type complaint when the RSRP corresponding to the complaint work order is smaller than a first threshold;

the determining unit is configured to determine that the complaint type corresponding to the complaint work order is a network interference complaint when the SINR corresponding to the complaint work order is smaller than a second threshold;

and the determining unit is used for determining that the complaint type corresponding to the complaint work order is a network perception type complaint when the downlink perception rate of the user corresponding to the complaint work order is smaller than a third threshold value.

9. An electronic device, comprising: a processor and a memory; wherein the memory is configured to store one or more programs, the one or more programs comprising computer-executable instructions that, when executed by the electronic device, cause the electronic device to perform the method of classifying a network complaint of any of claims 1-4 by executing the computer-executable instructions stored by the memory.

10. A computer readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a computer, cause the computer to perform a method of network complaint classification of any of claims 1-4.