Service provider complaint and fault association analysis method based on big data analysis

A correlation analysis and operator technology, applied in data processing applications, commerce, instruments, etc., can solve problems such as low utilization rate of network data resources, lack of scientific user complaints, and low level of systematic research and analysis, so as to improve user perceived effect

Inactive Publication Date: 2017-12-05
DALIAN UNIV
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, at present, the analysis level of mobile operators on user complaints is generally low, the utilization rate of network data resources related to complaints is low, and there is a lack of scientific and systematic research on user complaints

Method used

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  • Service provider complaint and fault association analysis method based on big data analysis
  • Service provider complaint and fault association analysis method based on big data analysis
  • Service provider complaint and fault association analysis method based on big data analysis

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Embodiment Construction

[0042] In order to make the purpose, technical solution and advantages of the present invention clearer, the present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0043] This embodiment provides a method for analyzing the correlation between operator complaints and faults based on big data analysis, the method includes the following steps:

[0044] Step 1: Use the method of differential analysis to find out the possible factors affecting the complaint:

[0045] Analyze the existing complaint data to find out the existing factors that affect user complaints: six factors: feedback districts and counties, failure time, failure location, customer brand, customer level, and complaint scene; and then propose a difference analysis method to find out The possible factors affecting complaints, first use the mathematical column graph visualization method to analyze the data frequency of each possible influencing fac...

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Abstract

The invention relates to a method for analyzing the correlation between operator complaints and faults based on big data analysis, which specifically includes: first analyzing the data in the existing customer complaint work order to find out the existing factors that affect user complaints; and then using difference analysis The possible factors affecting complaints are obtained from the above existing factors; the correlation analysis method is used to determine the main factors that generate user complaints; the similar attribute matching method is further proposed to match the cause of complaints with the fault type, and a complaint-fault data is obtained As the data basis for subsequent modeling, the relationship between the cause of user complaints and the occurrence of faults is obtained in a visualized way; finally, the multi-classification decision tree is used as the classifier to establish the complaint prediction based on the information gain weighted multi-classification decision tree Model to predict potential complaints, conduct customer care in advance, improve user perception, and provide reasonable suggestions for complaint resolution.

Description

technical field [0001] The invention relates to the field of operator complaints and fault analysis, in particular to a method for analyzing correlations between operator complaints and faults based on big data analysis. Background technique [0002] In recent years, the net increase of users in the mobile communication market is almost saturated. The development strategy of the mobile operator market must be changed to improve the user's service perception. When the service quality provided by the network fails to meet user expectations or even exceeds the user's tolerance limit, Users usually express their dissatisfaction with service quality in complaints, which seriously affects the brand value of operators, which shows the importance of user satisfaction. [0003] Handling user complaints is an important part of the operator's service work. Through complaints, you can learn about the shortcomings in the network and business in a timely manner. An important link for mob...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/04G06Q30/00G06Q50/30
CPCG06Q10/04G06Q30/016G06Q50/30
Inventor 张强张建新李丹魏小鹏
Owner DALIAN UNIV
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