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Method and device for early warning customer complaints

A customer and user technology, applied in the field of data processing, can solve problems such as failure to warn customers of complaints and decline in customer satisfaction

Pending Publication Date: 2021-11-12
亚信科技(中国)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In view of this, the embodiment of the present invention discloses a method and device for early warning of customer complaints, which solves the problem of declining customer satisfaction in the prior art due to the inability to provide early warning for customer complaints

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  • Method and device for early warning customer complaints
  • Method and device for early warning customer complaints

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Embodiment Construction

[0045] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0046] refer to figure 1 , which shows a schematic flowchart of a method for early warning of customer complaints provided by an embodiment of the present invention. In this embodiment, the method includes:

[0047] S101: Obtain an indicator data set to be processed; the indicator data set to be processed includes at least one user corresponding indicator data;

[0048] In this embodiment, the index data APK index data (for example including: set-top box mode...

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Abstract

The invention discloses a method and a device for predicting customer complaints. The method comprises the following steps: acquiring a to-be-processed index data set, wherein the to-be-processed index data set comprises index data corresponding to at least one user; on the basis of the to-be-processed index data set and a pre-trained target user identification model, predicting a target user which may have a complaint; obtaining the target user identification model by training a preset first machine learning model based on a first sample data set, wherein the first sample data set comprises index data of complaint users and index data of non-complaint users; and analyzing the target user, and determining the complaint reason of the target user. Therefore, prediction of the target user who may have complaints is realized, and prediction of possible complaint reasons of the target user is also realized. In this case, the operation and maintenance personnel can perform early warning on possible problems as soon as possible, so that the complaint amount of customers is reduced, and the customer satisfaction is improved.

Description

technical field [0001] The invention relates to the field of data processing, in particular to a method and device for early warning of customer complaints. Background technique [0002] IPTV is a brand-new technology that uses broadband network to provide home users with various interactive services including digital TV. With the wide application of IPTV, the number of users is also growing rapidly, but the number of customer complaints received is also increasing. many. In order to provide users with high-quality services, operation and maintenance managers need to resolve various complaints in a timely manner. [0003] At present, operation and maintenance personnel deal with complaints initiated by customers after receiving complaints from customers, but they cannot give early warning to customer complaints, that is, they cannot predict possible complaints from customers, let alone find out the complaints fundamentally the problem. In this case, if the operation and m...

Claims

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Application Information

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IPC IPC(8): H04L12/24H04L12/26H04N17/00G06K9/62G06Q10/06G06Q30/00G06Q30/02G06Q50/32
CPCH04L41/5061H04L41/5064H04L41/507H04L41/147H04L41/5009H04L43/16H04N17/004G06Q10/0639G06Q30/016G06Q30/0201G06F18/241G06Q50/60
Inventor 丁建兵蒋炜
Owner 亚信科技(中国)有限公司
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