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Complaint pre-treatment method as well as complaint treatment method, device and system

A technology of a preprocessing device and a processing method, applied in electrical components, wireless communication and other directions, can solve the problems of occupying customer service lines, low customer satisfaction, increasing the working time of service personnel and customer service costs, etc., to achieve rapid processing, reduce The effect of occupying the complaint line and complaint handling time and reducing customer service costs

Inactive Publication Date: 2011-03-30
中国移动通信集团甘肃有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] 1. Customer waiting time and complaint handling time are too long, customer satisfaction is not high
[0007] 2. When the customer is waiting for the query result, the customer service line will be occupied, which increases the working hours of the service personnel and the cost of customer service
[0008] 3. At present, it is only processed after the complaint, and there is no corresponding pre-processing method to avoid customer complaints

Method used

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  • Complaint pre-treatment method as well as complaint treatment method, device and system
  • Complaint pre-treatment method as well as complaint treatment method, device and system
  • Complaint pre-treatment method as well as complaint treatment method, device and system

Examples

Experimental program
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Embodiment 1

[0030] figure 1 It is a flow chart of Embodiment 1 of the complaint preprocessing method according to the present invention. Such as figure 1 As shown, this embodiment includes:

[0031] Step S102: Collect customer complaint data and classify them according to different types of customer complaints;

[0032] Step S104: For each type of complaint, extract information features related to this type of complaint from the customer complaint data;

[0033] Step S106: Scan all customers according to the information characteristics, and find the predicted complaining customers matching the complaint information characteristics;

[0034] Step S108: Carry out complaint preprocessing for the predicted complaining customers.

[0035] This embodiment mainly analyzes and extracts the information features of the complained customers based on the customer data information that has already complained, so as to establish the corresponding relationship between the complaint information featu...

Embodiment 2

[0037] figure 2 It is a flow chart of Embodiment 2 of the complaint preprocessing method according to the present invention. Such as figure 2 As shown, this embodiment includes:

[0038] Step S202: extract various types of customer complaint lists, and classify them according to different complaint types, such as fee complaints, service complaints, network complaints, etc.;

[0039] Step S204: For each type of complaint, extract the characteristics of complaint information related to this type of complaint from the lists of complained customers, which are generally common characteristics of this type of complaint. For example:

[0040] ① For fee complaints, analyze the data of all customer accounts, payment, discounts and promotions that have occurred in such complaints, and find out common characteristics, such as discount configuration errors, write-off errors, etc.

[0041] ② For complaints caused by real-time reasons, there is no need to mine historical complaint cus...

Embodiment 3

[0056] figure 2 For each type of complaint in step S204, the specific process of extracting the characteristics of complaint information related to this type of complaint from the list of complaining customers may include the following steps:

[0057] 1. Extract the customer complaint data of a certain complaint type, and use data mining technology, such as logistic regression model, neural network, decision tree, etc., to conduct data mining model training on the customer complaint data of this complaint type;

[0058] 2. Analyze the actual non-complaint customers according to the trained model, and obtain the predicted complaint customers;

[0059] 3. Submit the results obtained in step 2 to the customer service department for verification, to see whether these customers have made complaints (accuracy rate), and the proportion of the mining results to complaining customers (coverage rate);

[0060] 4. Balance the accuracy rate and coverage rate, and determine the model or ...

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Abstract

The invention discloses a complaint pre-treatment method as well as a complaint treatment method, device and system. The complaint pre-treatment method comprises the following steps: acquiring data complained by various clients; extracting characteristics of complaint information corresponding to each type according to the complained data; scanning all the information of the clients according to the characteristics of the complaint information to get a predicted complaining client matched with the characteristics of the complaint information; and carrying out complaint pre-treatment on the predicted complaining client. By means of the invention, possibility of reducing complaints of the clients can be realized, the client service cost is lowered, and the defects of high complaint treating cost and great amount of complaints in the prior art are resolved.

Description

technical field [0001] The present invention relates to business analysis and complaint handling technology in the mobile communication industry, in particular to a complaint preprocessing method, complaint handling method, device and system. Background technique [0002] With the increase in the number of mobile communication customers, customer complaints are also increasing. In order to improve customer satisfaction, on the one hand, it is necessary to reduce and avoid customer complaints; on the other hand, when customers complain, speed up the handling of complaints and reduce customer waiting time. At the same time, reducing the amount of customer complaints or the processing time of customer complaints can also reduce the workload and corresponding customer service costs. [0003] At present, the handling of customer complaints generally involves the customer dialing the customer service phone, and the customer service personnel open the corresponding system for quer...

Claims

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Application Information

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IPC IPC(8): H04W24/04
Inventor 王继珍米秀丞邓青商江华郭洁
Owner 中国移动通信集团甘肃有限公司
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