A method and system for dealing with wired broadband obstacles

Abstract

The invention provides a method and a system for processing wired broadband obstacles. The method comprises determining whether broadband obstacles are self-processed obstacles when a broadband obstacle telephone traffic declared by a user is received; if yes, performing an interactive voice response broadband obstacle pre-processing process; and otherwise, switching the obstacles to manual processing. The method and the system can effectively assist people to intercept most repeated declaration of wired broadband obstacles at the front end, and user satisfaction can be improved.

Description

technical field [0001] The present invention relates to the field of telecommunications, and mainly relates to a wired broadband barrier IVR (Interactive Voice Response, interactive voice response) preprocessing method and system. Background technique [0002] As my country's wired broadband penetration rate continues to increase, wired broadband services have become an important fulcrum for major telecom operators to make profits. In the case of increasingly fierce market competition, how to bring better experience to users, ensure the normal operation of broadband access network services, and solve various obstacles encountered by users in a timely manner, so as to enhance the market awareness of broadband brands, become more and more important. It has received the attention of major telecom operators. [0003] However, there are still many factors restricting the development of wired broadband services, such as the lack of personalized applications, the urgent need for o...

AI Technical Summary

Problems solved by technology

[0010] (1) When there is a large-scale obstacle, such as the access equipment obstacle at the central office, a large number of users may report the obstacle at this time, but the number of operators is limited, and it is difficult to process all user declarations at the same time, and it is impossible to report the obstacle at the front end carry out effective interception;

[0011] (2) The user may report multiple times for the same obstacle problem, and the operator needs to communicate with the user multiple times and explain the cause of the obstacle, and manually fill out the consultation form or complaint form, which increases the workload of manual services and also It may cause other users who need to report failures to be unable to access manual services

[0012] In short, manual processing of obstacle declarations has been difficult to adapt to the rapid growth of broadband users, and the above problems have hindered telecom operators from further improving service quality.

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