Perception determination method, device and server

Abstract

The present disclosure provides a perception determination method, device and server, which belongs to the field of communication technology. After the first event corresponding to the first user is completed, the perception coefficient of the first event is obtained according to the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval; according to the perception coefficient of the first event, the service perception of the first user, the network perception of the first user, and at least one of the negative event perception risk values ​​of the first user are determined; wherein the second event is the last service event adjacent to the first event, the second event is the service event corresponding to the first user, and the first interval is the time interval between the first event and the second event. The technical solution provided by the implementation of the present disclosure can solve the problem of not being able to fully reflect the customer's perception of the service and the network.

Description

Technical Field

[0001] The present disclosure belongs to the field of communication technology, and specifically relates to a perception determination method, device and server. Background Art

[0002] With the development of communication technology, communication companies are committed to providing users with high-quality services.

[0003] Usually, in traditional service quality evaluations based on customer satisfaction, there are often contradictions between evaluation data and single indicator evaluation results. For example, in the evaluation results of operator 1 in a certain quarter of 2019, the installation satisfaction was 92%, the maintenance satisfaction was 90.5%, the number of repair orders was 138,630, and the number of unsatisfactory installation, relocation and repair orders per 10,000 users was 21,000; in the evaluation results of a certain quarter of 2020, the installation satisfaction increased to 94.5%, the maintenance satisfaction decreased to 87.1%, the number of repair orders decreased to 112,318, and the number of unsatisfactory installation, relocation and repair orders per 10,000 users decreased to 12,000.

[0004] In terms of satisfaction evaluation, the perception of troubleshooting has declined, the perception of installation has improved, and the perception of maintenance has declined. In terms of the number of troubleshooting work orders, the number of troubleshooting orders has decreased significantly, and the proportion of dissatisfaction has decreased significantly. From the data comparison, the perception of troubleshooting evaluation has decreased, and the perception of troubleshooting work orders has increased. Therefore, there is a difference between the work order results and the evaluation perception results. The results of the decoration order channel cannot fully reflect the user's perception results, which leads to the inability to fully reflect the customer's perception of the service and the network. Summary of the invention

[0005] The purpose of the embodiments of the present disclosure is to provide a perception determination method, device and server, which can solve the problem of not being able to fully reflect the customer's perception of the service and the network.

[0006] In order to solve the above technical problems, the present disclosure is implemented as follows:

[0007] In a first aspect, an embodiment of the present disclosure provides a perception determination method, the method comprising: after a first event corresponding to a first user is completed, obtaining the perception coefficient of the first event according to the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and a first interval; determining the service perception of the first user, the network perception of the first user, and at least one of the negative event perception risk value of the first user according to the perception coefficient of the first event; wherein the second event is the previous service event adjacent to the first event, the second event is the service event corresponding to the first user, and the first interval is the time interval between the first event and the second event.

[0008] In a second aspect, an embodiment of the present disclosure provides a perception determination device, which includes: an acquisition module and a determination module; the acquisition module is used to acquire the perception coefficient of the first event after the first event corresponding to the first user is completed, based on the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval; the determination module is used to determine the service perception of the first user, the network perception of the first user, and at least one of the negative event perception risk value of the first user according to the perception coefficient of the first event acquired by the acquisition module; wherein the second event is the previous service event adjacent to the first event, the second event is the service event corresponding to the first user, and the first interval is the time interval between the first event and the second event.

[0009] In the disclosed embodiment, first, after the first event corresponding to the first user is completed, the perception system determines the perception coefficient corresponding to the first event based on the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type within the customer life cycle of the first user, and the first interval; then, the perception system determines the first user's service perception, the first user's network perception, and at least one of the first user's negative event perception risk value based on the perception coefficient of the first event. That is, the perception system can determine the forgetting decay trend, that is, the perception coefficient of this event, in combination with the perception coefficient of the previous event. Then, in combination with the discrete and repetitive characteristics of the service event, the forgetting decay trend is controlled, so that the user's service perception and network perception of this service event and the first user's negative event perception risk value can be accurately determined based on the perception coefficient of this event.

[0010] In a third aspect, an embodiment of the present disclosure provides a perception determination method, the method comprising: after detecting a first event of a first user, updating a customer perception portrait of the first user based on a coefficient of a preset parameter and the number of first service events; displaying the customer perception portrait of the first user; wherein the preset parameters include at least one of the following: response type, call standardization, timeout / fulfillment, construction quality, automatic follow-up status; the number of first service events is the number of service events in the customer life cycle of the first user; the customer perception portrait includes: response perception, communication perception, fulfillment perception, construction perception, skill perception and service capability perception.

[0011] In a fourth aspect, an embodiment of the present disclosure provides a perception determination device, the perception determination device comprising: a determination module and a display module; the determination module is used to update the customer perception portrait of the first user based on the coefficient of a preset parameter and the number of first service events after detecting the first event of the first user; the display module is used to display the customer perception portrait of the first user updated by the update module; wherein the preset parameters include at least one of the following: response type, call standardization, timeout / fulfillment, construction quality, automatic follow-up status; the number of first service events is the number of service events in the customer life cycle of the first user; the customer perception portrait includes: response perception, communication perception, fulfillment perception, construction perception, skill perception and service capability perception.

[0012] In the embodiment of the present disclosure, after detecting the first event of the first user, the customer perception portrait of the first user can be updated based on the coefficient of the preset parameter and the number of the second service event; and then the customer perception portrait of the first user is displayed. Since the preset parameters include at least one of the following: response type, call standardization, timeout / performance, construction quality, automatic return visit status; the customer perception portrait may include six dimensions: response perception, communication perception, performance perception, construction perception, skill perception, and service capability perception. Therefore, the customer perception portrait updated based on the preset parameters can truly and in real time reflect the customer's perception of the service from multiple dimensions, so that the operator providing the service can provide users with better services based on the user portrait.

[0013] In a fifth aspect, an embodiment of the present disclosure provides a server, which includes a processor, a memory, and a program or instruction stored in the memory and executable on the processor, wherein the program or instruction, when executed by the processor, implements the steps of the method described in the first aspect or the third aspect.

[0014] In a sixth aspect, an embodiment of the present disclosure provides a readable storage medium, on which a program or instruction is stored. When the program or instruction is executed by a processor, the steps of the method described in the first aspect or the third aspect are implemented.

[0015] In a seventh aspect, an embodiment of the present disclosure provides a chip, the chip including a processor and a communication interface, the communication interface and the processor are coupled, and the processor is used to run programs or instructions to implement the method described in the first aspect or the third aspect. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] Figure 1 One of the flowcharts of the perception determination method provided in the embodiment of the present disclosure;

[0017] Figure 2 A second flowchart of the perception determination method provided in an embodiment of the present disclosure;

[0018] Figure 3A schematic diagram of a six-dimensional model of a portrait provided in an embodiment of the present disclosure;

[0019] Figure 4 A schematic diagram of a customer perception portrait provided by an embodiment of the present disclosure;

[0020] Figure 5 A schematic diagram of the aggregation of client-level discrete events provided by an embodiment of the present disclosure;

[0021] Figure 6 A schematic diagram of an interface for aggregating events in a timeline mode provided by an embodiment of the present disclosure;

[0022] Figure 7 A schematic diagram of a maintenance portrait provided by an embodiment of the present disclosure;

[0023] Figure 8 A schematic diagram of an interface for customer-perceived diagnostic output provided by an embodiment of the present disclosure;

[0024] Fig. 9 A schematic diagram of a diagnostic push of a service contact channel provided in an embodiment of the present disclosure;

[0025] Fig.10 A schematic diagram of the functional architecture of a perception system provided in an embodiment of the present disclosure Figure 3 ;

[0026] Fig.11 One of the possible structural schematic diagrams of the perception determination device provided in the embodiment of the present disclosure;

[0027] Fig.12 A second possible structural diagram of the perception determination device provided in an embodiment of the present disclosure;

[0028] Fig.13 A possible structural diagram of a server provided in an embodiment of the present disclosure;

[0029] Fig.14 A hardware schematic diagram of a server provided in an embodiment of the present disclosure. DETAILED DESCRIPTION

[0030] The following will be combined with the drawings in the embodiments of the present disclosure to clearly and completely describe the technical solutions in the embodiments of the present disclosure. Obviously, the described embodiments are part of the embodiments of the present disclosure, rather than all of the embodiments. Based on the embodiments in the present disclosure, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present disclosure.

[0031] The terms "first", "second", etc. in the specification and claims of the present disclosure are used to distinguish similar objects, and are not used to describe a specific order or sequence. It should be understood that the data used in this way can be interchangeable when appropriate, so that the embodiments of the present disclosure can be implemented in an order other than those illustrated or described herein, and the objects distinguished by "first", "second", etc. are generally of the same type, and the number of objects is not limited. For example, the first object can be one or more. In addition, "and / or" in the specification and claims represents at least one of the connected objects, and the character " / " generally indicates that the objects associated with each other are in an "or" relationship.

[0032] The perception determination method provided by the embodiment of the present disclosure is described in detail below through specific embodiments and their application scenarios in conjunction with the accompanying drawings.

[0033] Example 1

[0034] Figure 1 A flowchart of a perception determination method provided in an embodiment of the present disclosure.

[0035] S101. After the first event corresponding to the first user is completed, the perception system determines the perception coefficient corresponding to the first event based on the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type within the customer life cycle of the first user, and the first interval.

[0036] The second event is the last service event adjacent to the first event, the second event is an event corresponding to the first user, and the first interval is the time interval between the first event and the second event.

[0037] Specifically, the total number of service events of the first user is counted from the time when the first user joins the network or the time when the value is taken. Among them, the total number of service events of the first user in the service customer life cycle of the first event is 0, and the perception coefficient corresponding to the first event can be a preset value.

[0038] Exemplarily, the influence coefficient of the first event can be defined according to the contact channel of the first event, the quality of the phenomenon in the first event, etc. The interaction between positive and negative events will affect the customer's memory of the service. The influence coefficient of the first event is used to adjust the impact of the interaction between positive and negative events on the customer's memory of the service.

[0039] Specifically, the number of service events of the same type during the customer life cycle of the first user is counted according to the life cycle; wherein, opening a withdrawal order does not increase the number of repetitions.

[0040] Exemplarily, the interval between adjacent events may be calculated based on the archiving time, and the unit of the interval between adjacent events is day.

[0041] S102: The perception system determines at least one of a service perception degree of the first user, a network perception degree of the first user, and a negative event perception risk value of the first user according to a perception coefficient of the first event.

[0042] It can be understood that the perception system can determine the forgetting decay trend based on the perception coefficient of the previous event. Combined with the discrete and repetitive characteristics of events, the forgetting decay trend is controlled to determine the service perception and network perception of the user's current event.

[0043] The disclosed embodiment provides a perception determination method. First, after the first event corresponding to the first user is completed, the perception system determines the perception coefficient corresponding to the first event based on the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type within the customer life cycle of the first user, and the first interval; then, the perception system determines the first user's service perception, the first user's network perception, and at least one of the first user's negative event perception risk value based on the perception coefficient of the first event. That is, the perception system can determine the forgetting decay trend, that is, the perception coefficient of this event, in combination with the perception coefficient of the previous event. Then, in combination with the discrete and repetitive characteristics of the service event, the forgetting decay trend is controlled, so that the user's service perception and network perception of this service event and the first user's negative event perception risk value can be accurately determined based on the perception coefficient of this event.

[0044] Optionally, in the embodiment of the present disclosure, the influence coefficient of the event includes: an influence coefficient of the event attribute, an influence coefficient of the event attribute change, and an influence coefficient of the obstacle phenomenon of the event.

[0045] It can be understood that a service event goes through at least one link, and can form different link termination events. Each link termination event has a service evaluation, so that a link satisfaction value can be formed.

[0046] For example, assuming that an event has e links, the user's perception of the event can be evaluated based on the satisfaction value of each link to form the event attribute. Event attributes can be divided into positive and negative, and type coefficients can be defined according to the quality of the event to judge the positive and negative attributes of the event. The event can also be determined as a positive event based on the user's service contact evaluation of good reviews, and as a negative event based on bad reviews.

[0047] For example, if the satisfaction coefficient of any link in an event is less than or equal to the threshold, or the product of the satisfaction coefficient of each link multiplied by the event type coefficient to the Nth power is less than or equal to the threshold, then the event is a negative event. Group events and MIIT events are defined as negative events. Other events can be defined as positive events. Among them, if the event is a positive event, the impact coefficient of the event service perception attribute is 1, and if the event is a negative event, the impact coefficient of the event service perception attribute is -1.

[0048] Taking the threshold value of 0.5 as an example, e represents the e links of an event, Li represents the satisfaction coefficient of link i, i takes any value between 1 and , and P represents the coefficient of the event type. Then, an event that satisfies formula (1) is a negative event.

[0049]

[0050] Table 1 is an exemplary table of satisfaction coefficients of a link provided in an embodiment of the present disclosure.

[0051] Table 1

[0052]

[0053] According to Table 1, the perception system can determine the satisfaction coefficients in different links.

[0054] It should be noted that in the embodiments of the present disclosure, the parameters and coefficients in each table are only exemplary descriptions and can be adjusted as needed in practical applications. The embodiments of the present disclosure do not specifically limit this.

[0055] Table 2 is an exemplary table of coefficients of an event type provided in an embodiment of the present disclosure.

[0056] Table 2

[0057] Event Type Activate Preprocessing obstacle Local Complaints coefficient 1 0.95 0.9 0.8

[0058] According to Table 2, the perception system can determine the coefficient of an event type.

[0059] It can be understood that by combining the influence coefficients of different dimensions, it is possible to comprehensively determine whether an event is a positive event or a negative event, thereby determining the impact of the event on user perception.

[0060] Optionally, in the perception determination method provided by the embodiment of the present disclosure, when the influence coefficient of the first event includes the influence coefficient of the event attribute change, the above S101 may be performed by the following S101a:

[0061] S101a. The perception system determines the first perception coefficient of the first event based on the first perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the event attribute change, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval.

[0062] The event attribute change indicates a change between the event attribute of the second event and the event attribute of the first event.

[0063] Exemplarily, Table 3 is an exemplary table of influence coefficients of event attribute changes provided by an embodiment of the present disclosure.

[0064] Table 3

[0065]

[0066] It should be noted that if the first event is the first event in the life cycle, the impact coefficient of the event attribute change is 0.

[0067] Based on this scheme, the influence coefficient of event attributes can be used to adjust the impact of customers' memory of services during the alternation of positive and negative events. When a negative event occurs, the influence coefficient of the event attribute is adjusted to increase, the memory is deepened, and at the same time, evaluation risks appear, from negative to positive, the increase in positive memory slows down, but the memory continues to deepen, and the risk level will gradually decrease with time.

[0068] Optionally, in the perception determination method provided in the embodiment of the present disclosure, the above S101a may be performed by the following S101a1:

[0069] S101a1. The perception system determines the first perception coefficient of the first event based on formula (2), according to the first perception coefficient of the second event, the total number of service events in the customer life cycle of the first user, the impact coefficient of the event attribute change, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first event interval.

[0070]

[0071] Among them, n represents the total number of service events in the customer life cycle of the first user, M1 represents the impact coefficient of the change of event attributes, N1 represents the number of service events of the same type as the first event in the customer life cycle of the first user, Δt represents the first interval, and X1(n-1) represents the first perception coefficient of the second event.

[0072] Exemplarily, X1(0)=0.56.

[0073] It can be understood that, in the embodiment of the present disclosure, the above formula (2) is a method for determining the perception coefficient based on the Ebbinghaus forgetting curve, which can control the trend of the forgetting curve of the service event.

[0074] Based on this solution, since the impact of different events on user perception changes over time during the customer life cycle, the perception system can control the trend of the forgetting curve of the service event based on the forgetting curve, combined with the last perception coefficient, time interval, changes in event attributes, the number of event repetitions, etc., so that the perception coefficient of the determined first event is more in line with the actual situation of the first event.

[0075] Furthermore, in the perception determination method provided in the embodiment of the present disclosure, the above S102 can be specifically performed by the following S102a and S102b:

[0076] S102a: The perception system determines the service perception of the first user based on formula (3) according to the first perception coefficient of the first event, the first interval, and the positive and negative attributes of the first event.

[0077] Y1(n)=(1-X1(n)*(Δt(n)*24) 0.06 )*(±1) Formula (3)

[0078] The value of positive events is 1, and the value of negative events is -1.

[0079] S102b: The perception system determines the negative event perception risk value of the first user based on formula (4) and the first perception coefficient and the first duration of the first event.

[0080] y(n)=1-X1(n)*(t(n)*24) 0.06 Formula (4)

[0081] Here, t(n) represents a first duration, which is the duration from when the service of the first user is activated to the current time.

[0082] It can be understood that the above-mentioned service perception and negative event perception risk value are used to control the forgetting decay trend based on the discrete characteristics and repetitive characteristics of the event. The user's service perception of a certain event and the user's negative event perception risk value can be determined based on the above-mentioned formula (3) and formula (4).

[0083] Based on this solution, the perception system can control the forgetting decay trend of the service event based on the forgetting curve, and combine the service perception of the previous event, so that the service perception of this event is closer to the user's actual perception.

[0084] Optionally, in the perception determination method provided by the embodiment of the present disclosure, when the influence coefficient of the first event includes the influence coefficient of the event attribute of the first event and the influence coefficient of the obstacle phenomenon of the first event, the above S101 can be specifically performed by S101b:

[0085] S101b. The perception system determines the second perception coefficient of the first event based on the second perception coefficient of the second event, the total number of events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval.

[0086] The first event and the second event are both obstacle events. The first interval is the time interval between obstacle events.

[0087] It should be noted that the total number of service events in the customer life cycle of the first user includes the total number of new installation events and fault events.

[0088] Specifically, the influence coefficients of different event attributes can be predefined according to different obstacle reporting channels. The influence coefficients of different obstacle phenomena can be predefined according to different obstacle phenomena involved in the event.

[0089] Exemplarily, Table 4 is an exemplary table of influence coefficients of event attributes provided by an embodiment of the present disclosure.

[0090] Table 4

[0091]

[0092] According to the different obstacle reporting methods in Table 4, the influence coefficient of the corresponding event attribute can be found.

[0093] Exemplary Table 5 is an exemplary table of influence coefficients of an obstacle phenomenon provided in an embodiment of the present disclosure.

[0094] Table 5

[0095] Obstacle phenomenon Influence coefficient Obstacle phenomenon Influence coefficient Landline Problems 0.5 WiFi Sense 1 Group Disorders 0.8 WiFi Sense - Slow Internet Speed 0.8 Broadband-Unable to connect 1 WiFi Sensing-Weak Signal 1 Broadband-disconnected 1 WiFi Sense-Dropped 1 Broadband - Slow Internet Speed 0.8 WiFi Sense-Unable to connect 1 Smart Home-Cannot Connect 1 iTV-Cannot connect 0.8 Smart Home-Replay 0.8 iTV-Content Issues 0.2 Smart Home-Black Screen 1 iTV-Stuttering 0.5 Campus broadband failure 1

[0096] The corresponding influence coefficient can be found according to the different obstacle phenomena in Table 5.

[0097] It is understandable that when users continue to use the network, if no obstacles occur, their perception will gradually improve. When obstacles occur, their perception of network use will decline.

[0098] Based on this solution, when an obstacle event occurs, the perception of network usage will decrease. The network perception will be re-evaluated, and the "perception coefficient" will be adjusted according to the contact channel and obstacle phenomenon. The reverse growth trend of the forgetting curve and the decline impact of a single obstacle event will be used to obtain accurate network perception.

[0099] Optionally, in the perception determination method provided in the embodiment of the present disclosure, the above S101b may be performed by S101b1:

[0100] S101b1. The perception system determines the second perception coefficient of the first event based on formula (5), according to the second perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type in the customer life cycle of the first user, and the first interval.

[0101]

[0102] Among them, M2 represents the influence coefficient of the event attribute of the first event, M3 represents the influence coefficient of the obstacle phenomenon of the first event, and X2(n-1) represents the second perception coefficient of the second event. Δt(n-1) represents the interval time between obstacle events (that is, both the first event and the second event are obstacle events). n represents the total number of service events in the customer life cycle of the first user, including the number of new installation events and obstacle events. n≥0, for new installation events, n=0, and obstacle event n starts from 1.

[0103] Exemplarily, X2(0)=0.56, and the minimum value of X2(n) is 0.1.

[0104] Based on this solution, the perception system can determine the coefficient for adjusting the network perception based on the forgetting curve, combined with event attributes, event obstacle phenomena, and the time interval of obstacle-type events.

[0105] Furthermore, in the perception determination method provided in the embodiment of the present disclosure, the above S102 can be specifically performed by the following S102c:

[0106] S102c: The perception system determines the network perception of the first user based on formula (6) according to the second perception coefficient of the first event and the first interval.

[0107] Y2(n)=X2(n)*(Δt(n)*24) 0.06 Formula (6)

[0108] Based on this solution, the perception system can obtain the network perception that can accurately represent the user's perception of the network according to the second perception coefficient of the obstacle event and the time interval of the obstacle event.

[0109] Example 2

[0110] Figure 2 A flow chart of a perception determination method provided in an embodiment of the present disclosure is provided, and the method includes the following S201 and S202:

[0111] S201. After detecting a first event of a first user, the perception system updates a customer perception portrait of the first user based on coefficients of preset parameters and the number of first service events.

[0112] The customer perception portrait may include: response perception, communication perception, contract performance perception, construction perception, skill perception and service capability perception. The first service event number is the number of service events in the customer life cycle of the first user.

[0113] It can be understood that in a complete construction process, users can perceive six links. The factors affecting perception in each link are different. According to the key factors of different joints, the grid convergence algorithm can be used to obtain the user's six-dimensional contact perception in response, communication, performance, construction, skills and service.

[0114] Figure 3 A schematic diagram of a six-dimensional model of a portrait provided in an embodiment of the present disclosure. Among them, the responsiveness is related to the timely and active contact; the communication ability is related to the civilized norms of conversation; the performance ability is related to the timely arrival of the door-to-door service; the construction ability is related to the speed and quality of the installation; the evaluation ability is related to the evaluation of the business use service during the return visit; and the skill ability is related to the available time of construction quality.

[0115] Among them, the preset parameters may include influence coefficients corresponding to response type, call standardization, timeout / performance, construction quality, and automatic return visit status.

[0116] It should be noted that each influencing coefficient is a pre-configured coefficient, and the coefficient value of each parameter can be determined according to relevant data of the event.

[0117] In the disclosed embodiment, service events throughout a customer's life cycle may be modeled and a six-dimensional perception portrait may be output.

[0118] It should be noted that the specific value of each influence coefficient can be adjusted according to demand, and the embodiment of the present disclosure does not specifically limit the specific value of each influence coefficient.

[0119] S202. The perception system displays the customer perception portrait of the first user.

[0120] For example, Figure 4A schematic diagram of a customer perception portrait provided for an embodiment of the present disclosure includes information such as the customer's name, the customer's business, and perception conditions in six dimensions during the customer's life cycle.

[0121] The disclosed embodiment provides a perception determination method, which can update the customer perception portrait of the first user based on the coefficient of the preset parameter and the number of the second service event after detecting the first event of the first user; and then display the customer perception portrait of the first user. Since the preset parameters include at least one of the following: response type, call standardization, timeout / performance, construction quality, automatic return visit status; the customer perception portrait can include six dimensions: response perception, communication perception, performance perception, construction perception, skill perception and service capability perception. Therefore, the customer perception portrait updated based on the preset parameters can truly and in real time reflect the customer's perception of the service from multiple dimensions, so that the operator providing the service can provide users with better services based on the user portrait.

[0122] In the disclosed embodiment, the perception system performs static profiling of customer-level events, aggregates work orders throughout the life cycle, and aggregates events throughout the life cycle. The perception system aggregates and outputs service events of the customer-level life cycle in daily increments through big data aggregation and event modeling. The perception system integrates the event trajectory of the entire life cycle according to the life cycle, the objects, events, and personnel contacted by the service during the life cycle, to form a complete customer perception portrait, spliced ​​service events, and a complete work order relationship in series. Specifically, the perception system can aggregate the customer's ID card information, contact number, caller number when reporting obstacles, and service number after network access across BO domains based on big data technology, so as to perform a static profile at the customer level. The perception system can improve the production system information such as customer work orders and traffic throughout the life cycle, complete the customer ID, form an information aggregation of customer-level work orders throughout the life cycle, and form a wide table of work orders for opening, obstacles, complaints, self-service, and hotlines. The perception system can aggregate service events according to the time when the user work order occurs and the index relationship between work orders.

[0123] Figure 5 A schematic diagram of the aggregation of customer-level discrete events provided for an embodiment of the present disclosure. Among them, the life cycle starts from the time of network access, and the objects of service contact during the life cycle include: account openers, family members, friends, tenants, etc.; the events of service contact during the life cycle include: business development. Business acceptance, business activation, self-service, obstacle warranty, installation and maintenance hotline consultation, cross-level complaints, etc. The people contacted by the bureau during the life cycle: account managers, salesmen, telephone customer service, online pre-processing personnel, installation and maintenance personnel, customer surveys, etc. The perception system can form a complete customer perception portrait, splice complete service events, and connect complete work order relationships based on the above information. So that the perception system can determine the customer's service perception and network perception.

[0124] For example, the perception system can be aggregated according to three levels of events. The first level events include type events aggregated on the same day through unique indexes; the second level events include independent events from different sources such as work orders and hotline calls; the third level events include events related to the process, indicators, and tags of each link in the work order processing.

[0125] Exemplarily, the perception system may display the customer's service events on a page in a timeline mode; wherein first-level events may be displayed in reverse chronological order, and second-level events and third-level events may be displayed in forward chronological order.

[0126] Optionally, the perception system can also determine the positive and negative attributes of the event based on the convergence results of the first-level events, and mark the positive and negative attributes of the event with preset identifiers, for example, positive events can be marked with a green identifier and negative events can be marked with a red identifier.

[0127] Figure 6 This is a schematic diagram of an interface for aggregating events in a timeline mode provided by an embodiment of the present disclosure. Figure 6 As shown in , displaying each service event in a hierarchical manner allows maintenance personnel to clearly browse each event and the impact of the event on customer perception.

[0128] Optionally, the perception determination method provided in the embodiment of the present disclosure may further include the following S203 after the above S201:

[0129] S203. The perception system determines the customer perception profile of the target grid based on the customer perception profile of the target customer group, and outputs the short board factors in the customer perception profile of the target grid.

[0130] The target customer group is the customers in the target grid, and the customers in the target customer group include the first user.

[0131] It should be noted that the target grid may correspond to a network area divided by the operator according to needs.

[0132] For example, for the same perception dimension, the perception of each customer in the target customer group can be used to perform weighted summation and take the average value, so as to determine the customer perception profile of the target grid. Of course, other calculation methods can also be used to determine the customer perception profile of a grid, which is not specifically limited in the embodiments of the present disclosure.

[0133] Based on this solution, the perception system can update the overall customer perception portrait in the grid area after updating the customer perception portrait of a single user, so as to determine the comprehensive customer perception of a grid area, so as to determine whether to optimize and improve the services of the grid area.

[0134] Optionally, the perception determination method provided in the embodiment of the present disclosure may further include the following S204 after detecting the first event of the first user:

[0135] S204. The perception system updates the installation and maintenance portrait of the first installation and maintenance personnel according to the coefficient of the preset parameter and the second service event number.

[0136] The first installation and maintenance personnel is the installation and maintenance personnel corresponding to the first event. The installation and maintenance portrait may include: response ability, communication ability, contract performance ability, construction ability, skill ability and service ability. The second number of service events is the number of service events corresponding to the first installation and maintenance personnel within a preset time period.

[0137] For example, the perception system can be combined with big data technology to aggregate customer events encountered in the grid area within 3 months to form a capability profile of the installation and maintenance personnel.

[0138] Figure 7 A schematic diagram of a maintenance portrait provided by an embodiment of the present disclosure. Figure 7 , we can intuitively see the six-dimensional installation and maintenance capabilities of the installation and maintenance personnel Li Si.

[0139] Based on this solution, the perception system can generate an installation and maintenance portrait of the installation and maintenance personnel according to preset parameters, and can intuitively determine the strengths and weaknesses of an installation and maintenance personnel based on the installation and maintenance portrait, so as to flexibly adjust the work orders for the installation and maintenance personnel and improve the installation and maintenance personnel's capabilities in a targeted manner.

[0140] Optionally, the perception determination method provided in the embodiment of the present disclosure may further include the following S205 after S204:

[0141] S205. The perception system highlights the weak points in the installation and maintenance portrait of the first installation and maintenance personnel.

[0142] It can be understood that after the installation and maintenance portrait of the first installation and maintenance personnel is determined, the shortcomings in the installation and maintenance portrait of the first installation and maintenance personnel can be highlighted. On the one hand, the management personnel can adjust the dispatch according to the shortcomings of the first installation and maintenance personnel to avoid distributing services that the first installation and maintenance personnel are not good at to the first installation and maintenance personnel, thereby improving the work efficiency of the installation and maintenance personnel and enhancing the customer's service perception. On the other hand, the management personnel can provide business training to the first installation and maintenance personnel according to the shortcomings of the first installation and maintenance personnel, so as to improve the installation and maintenance capabilities of the installation and maintenance personnel in a targeted manner.

[0143] Optionally, the perception determination method provided in the embodiment of the present disclosure may further include the following S206 and S207 after S204:

[0144] S206. The perception system determines the installation and maintenance profile of the target organization based on the installation and maintenance profiles of the installation and maintenance personnel in the target organization.

[0145] For example, the target organization may be an installation and maintenance team, a business hall, or multiple business halls in a region, etc.

[0146] Exemplarily, the perception system may first perform a weighted summation on the installation and maintenance capabilities of each dimension of the installation and maintenance personnel in the target organization, and then take the average value, thereby determining the values ​​of each dimension in the installation and maintenance portrait of the target organization.

[0147] It should be noted that the above is only an exemplary method for determining the maintenance portrait of an organization. In actual applications, different coefficient weightings can be selected for calculation according to actual conditions, or other determination methods can be selected. The embodiments of the present disclosure do not make specific limitations on this.

[0148] S207. The perception system highlights the weak points in the installation and maintenance portrait of the target organization.

[0149] It can be understood that the perception system can output the shortcomings in each dimension in a graded manner, locate the personnel and factors with shortcomings in each dimension, and dispatch orders for rectification in a targeted manner.

[0150] That is to say, the perception system can also conduct a six-dimensional comprehensive scoring of the sales department and output the sales department-level depression. According to the perception method disclosed in the present invention, the accuracy rate of outputting the depression is 92.8%, which can provide a basis for improving the depression of the company's sales department.

[0151] Based on this solution, the perception system outputs six-dimensional shortcomings in a graded manner, which can locate personnel and factors with shortcomings in each dimension, and dispatch orders for rectification in a targeted manner. For example, in the fourth quarter of 2020, 1,000 people were dispatched for rectification, with an accuracy rate of 90% for shortcomings, providing direction for personnel to be empowered with intelligence and improving the efficiency of intelligence. The installation and maintenance response time was reduced from an average of 33 minutes in 2019 to 10 minutes after the promotion, the short-term inbound calls from customers were reduced from 20% to 10%, and the number of dissatisfied work orders was reduced from 2,434 in December 2019 to 1,208 after the promotion, a decrease of 50.3%.

[0152] It can be understood that in the embodiment of the present disclosure, the perception system can output pages of customer perception portrait, installation and maintenance capability portrait, service perception, negative review risk value, network perception, various services and network tags based on the retrieval capability of the customer's complete static portrait.

[0153] For example, Figure 8 A schematic diagram of an interface for customer perception diagnosis output provided by an embodiment of the present disclosure. The interface can display the customer's perception portrait and the installation and maintenance portrait of the installation and maintenance personnel connected to the customer. The interface can also display the number of various events in the customer's life cycle, as well as network quality and other information.

[0154] Optionally, the perception system can output customer-level analysis perception results, hidden danger degree, and user service trajectory pages to the various production systems of the four major service touchpoints (No. 10000, customer support online, installation and maintenance, and customer adjustment) to output clear user perception diagnosis conclusions and service trajectories.

[0155] For example, based on the data output by the perception system, operation and maintenance personnel can make flexible arrangements. Currently, the customer service actively calls more than 4,300 times per day, and the installation and maintenance day calls 2,600 times.

[0156] For example, Fig. 9 A schematic diagram of a diagnostic push of a service contact channel provided by an embodiment of the present disclosure, such as Fig. 9 As shown in , the diagnostic push includes the customer's business information, the corresponding account manager, service perception status and other information.

[0157] It is understandable that in the embodiments of the present disclosure, information related to the customer level can be determined based on the diagnostic push of the service, which is convenient for maintenance personnel to browse and process.

[0158] Specifically, the perception system may update the values ​​of each dimension in the customer perception portrait of the first user according to the following methods 1-1 to 1-6, and update the values ​​of each dimension in the installation and maintenance portrait of the first installation and maintenance personnel according to the following methods 2-1 to 2-6.

[0159] Method 1-1: The perception system determines the response perception of the first user based on the response type coefficient and the total number of activation events and troubleshooting events during the customer life cycle of the first user.

[0160] Table 6 is an exemplary table of response type coefficients provided in an embodiment of the present disclosure.

[0161] Table 6

[0162]

[0163] Among them, a response type coefficient can be determined according to a response type based on Table 6.

[0164] Method 1-2: The perception system determines the communication perception of the first user based on the call standardization coefficient, the call automatic return call coefficient, and the total number of hotline call service events during the customer life cycle of the first user.

[0165] The automatic call return coefficient is the coefficient value corresponding to the automatic call return result of the call event.

[0166] Table 7 is an exemplary table of traffic standardization coefficients provided in an embodiment of the present disclosure.

[0167] Table 7

[0168] Traffic Specifications 95-100 90-95 85-90 80-85 Below 80 points coefficient 1 0.95 0.9 0.6 0.5

[0169] Table 8 is an exemplary table of automatic revisit coefficients provided in an embodiment of the present disclosure.

[0170] Table 8

[0171]

[0172] Among them, the automatic revisit coefficient includes: business automatic revisit coefficient and service automatic revisit coefficient.

[0173] Method 1-3: The perception system determines the first user's fulfillment perception based on the fulfillment type coefficient, the automatic return service coefficient, and the total number of activation events and troubleshooting events during the first user's customer life cycle.

[0174] Among them, the automatic return visit service coefficient can be the service coefficient of the automatic return visit coefficient.

[0175] Table 9 is an exemplary table of performance type coefficients provided in an embodiment of the present disclosure.

[0176] Table 9

[0177]

[0178] Among them, the fulfillment type can be divided into timeout and fulfillment.

[0179] Method 1-4: The perception system determines the construction perception of the first user based on the construction time limit, construction duration, automatic return business coefficient, the number of reminders from the first user, and the total number of activation events and troubleshooting events during the first user's customer life cycle.

[0180] Among them, the automatic return visit business coefficient takes the business coefficient of the automatic return visit coefficient.

[0181] Method 1-5: The perception system determines the first user's perception of the installation and maintenance personnel's skills based on the construction quality coefficient, the total number of activation events and troubleshooting events during the first user's customer life cycle, and the duration of the first failure of the first user's newly installed service.

[0182] Table 10 is an exemplary table of construction quality coefficients provided in an embodiment of the present disclosure.

[0183] Table 10

[0184]

[0185] Method 1-6: The perception system determines the first user's service perception of the installation and maintenance personnel based on the automatic return business coefficient, the automatic return service coefficient, and the total number of activation events, troubleshooting events, and hotline events during the first user's customer life cycle.

[0186] Method 2-1: The perception system determines the response capability of the first installation and maintenance personnel based on the response type coefficient and the total number of commissioning events and fault repair events corresponding to the first installation and maintenance personnel within a preset time period.

[0187] Method 2-2: The perception system determines the communication ability of the first installation and maintenance personnel based on the call standardization coefficient, the call automatic callback coefficient, and the total number of hotline call service events corresponding to the first installation and maintenance personnel within a preset time period.

[0188] Method 2-3: The perception system determines the performance capability of the first installation and maintenance personnel based on the performance type coefficient, the automatic return service coefficient, and the total number of commissioning events and fault repair events corresponding to the first installation and maintenance personnel within a preset time period.

[0189] Method 2-4: The perception system determines the construction capacity of the first installation and maintenance personnel based on the construction time limit, construction duration, automatic return business coefficient, the number of reminders corresponding to the first installation and maintenance personnel within the preset time, and the total number of commissioning events and fault repair events corresponding to the first installation and maintenance personnel within the preset time.

[0190] Method 2-5: The perception system determines the skill level of the first installation and maintenance personnel based on the construction quality coefficient, the total number of commissioning events and fault repair events corresponding to the first installation and maintenance personnel within a preset time period, and the duration of the first failure of the new installation service corresponding to the first installation and maintenance personnel within a preset time period.

[0191] Method 2-6: The perception system determines the service capability of the first installation and maintenance personnel based on the automatic follow-up business coefficient, the automatic follow-up service coefficient, and the total number of activation events and troubleshooting hotline events corresponding to the first installation and maintenance personnel within a preset time period.

[0192] Exemplarily, in the embodiments of the present disclosure, the user portrait of the first user or the installation and maintenance portrait of the first installation and maintenance personnel can be determined based on the following formulas (7) to (12), respectively.

[0193]

[0194] Where K1 represents the response type coefficient.

[0195] When Z1 represents response perception, n1 represents the total number of activation events and troubleshooting events during the customer life cycle of the first user.

[0196] When Z1 represents the response capability, n1 represents the total number of opening events and troubleshooting events corresponding to the first installation and maintenance personnel within a preset time period.

[0197]

[0198] Among them, K21 Represents the traffic standardization coefficient, K 22 Indicates the automatic call return coefficient.

[0199] When Z2 represents communication perception, n2 represents the total number of hotline service events during the customer life cycle of the first user.

[0200] When Z2 represents the communication ability, n2 represents the total number of hotline service events corresponding to the first installation and maintenance personnel within a preset time period.

[0201]

[0202] Among them, K 31 represents the performance type coefficient, K 32 represents the automatic return service coefficient, K 32 Get the coefficient value corresponding to the automatic callback result of the call event.

[0203] When Z3 represents fulfillment awareness, n3 represents the total number of activation events and troubleshooting events during the customer life cycle of the first user.

[0204] When Z3 represents the performance capability, n3 represents the total number of commissioning events and fault repair events corresponding to the first installation and maintenance personnel within the preset time period.

[0205]

[0206] Among them, T1 represents the construction time limit, T2 represents the construction duration, when T1 / T2>1, the value is 1, K4 represents the automatic return business coefficient, and K4 is the business coefficient of the automatic return coefficient.

[0207] In the case where Z4 represents construction perception, n4 represents the total number of activation events and troubleshooting events during the customer life cycle of the first user, and N2 represents the number of order reminders of the first user.

[0208] In the case where Z4 represents the construction capacity, n4 represents the total number of opening events and fault repair events corresponding to the first installation and maintenance personnel within the preset time, and N2 represents the number of reminders corresponding to the first installation and maintenance personnel within the preset time;

[0209]

[0210] Among them, K5 represents the construction quality coefficient.

[0211] In the case where Z5 represents the first customer's perception of the skills of the first installation and maintenance personnel, n5 represents the sum of the number of activation events and troubleshooting events during the first user's customer life cycle, and t represents the duration of the first failure of the first user's newly installed service.

[0212] In the case where Z5 represents the skill level of the first installation and maintenance personnel, n5 represents the sum of the number of opening events and fault repair events corresponding to the first installation and maintenance personnel within the preset time period, and t represents the duration of the first fault of the newly installed service corresponding to the first installation and maintenance personnel within the preset time period;

[0213]

[0214] Among them, K 61 represents the automatic return visit business coefficient, K 62 Represents the automatic return service coefficient.

[0215] When Z6 represents the first user's perception of the service capability of the first installation and maintenance personnel, n6 represents the total number of activation events, troubleshooting events, and hotline events in the first user's customer life cycle.

[0216] When Z6 represents the service capability of the first installation and maintenance personnel, n6 represents the total number of activation events, fault repair events, and hotline events corresponding to the first installation and maintenance personnel within a preset time period.

[0217] For example, Fig.10 A schematic diagram of the functional architecture of a perception system provided for an embodiment of the present disclosure. The perception system can sequentially implement end-to-end collection of service data, service prediction and label construction, service quality care and improvement, and overall improvement of customer experience. Among them, end-to-end collection of service data can cover data from all events, all products, all contacts, and all channels. Service prediction and label construction correspond to process indicators, result indicators, and network indicators, and then determine the service perception and network perception of a single user, determine the customer perception portrait of a single user, and the installation and maintenance capability portrait of the installation and maintenance personnel. Operators can improve service quality in a targeted manner and comprehensively improve customer experience based on the customer perception portrait and installation and maintenance capability portrait of the perception system.

[0218] It can be understood that service events are collected end-to-end and output on the page, perception prediction algorithms are implemented and labels are constructed, and then capability portraits are formed through big data aggregation. Interfaces are used to push diagnosis of service contact channels and output the shortcomings and depressions of the portraits, supplemented by operational strategies, to achieve a dual improvement in service perception and network perception, and an overall improvement in customer experience.

[0219] The perception determination method provided in the embodiment of the present disclosure plays an important role in AI operation guidance for improving customer service perception, and can be developed and deployed based on existing big data analysis systems. This method can integrate service events with big data, and through data modeling, it can be promoted nationwide in the national promotion of the group's big data / AI-assisted broadband perception improvement project, and is easy to implement. Key data, customer service events, through service scenarios such as customer network activation orders, obstacle orders, and complaint orders, are universal among operators, regardless of operators. Big data integration and output of customer service contact events can be performed, and customer perception can be output based on service perception algorithms and network perception algorithms, and push applications to the front line can be realized through system interfaces. At the same time, the algorithm is scalable and can be promoted in other service operating companies to redefine the output of service event types. In terms of installation and maintenance service capabilities, the installation and maintenance response time has been reduced from an average of 33 minutes in 2019 to 10 minutes after promotion, short-term customer calls have been reduced from 20% to 10%, and the number of dissatisfied work orders has been reduced from 2434 in December 2019 to 1208 after promotion, a decrease of 50.3%. In terms of work efficiency, the time for handling and checking complaints has been reduced from 30-60 minutes to less than 1 minute. Based on an average of 4,850 local network complaints per month in a certain province, at least 2,425 hours and about 300 man-days of work can be reduced. In terms of improving satisfaction results: In the evaluation results, the gap between the satisfaction evaluation results of installation and maintenance services and those of the same industry has dropped significantly, the service perception gap value has decreased by 0.7 points, the installation service gap has decreased by 0.7 points, and the repair service gap has decreased by 1.1 points. In terms of improving the accuracy of perception prediction: model construction and iterative optimization, the accuracy of hidden danger prediction can be increased from 29% to 70%, more accurate dispatch of repair orders to improve customer perception, and greatly improve work efficiency.

[0220] It should be noted that the perception determination method provided in the embodiment of the present disclosure may be performed by a perception determination device, or a control module in the perception determination device for performing the perception determination method. In the embodiment of the present disclosure, the perception determination device performing the perception determination method is taken as an example to illustrate the perception determination device provided in the embodiment of the present disclosure.

[0221] Fig.11 A schematic diagram of a structure of a perception determination device provided in an embodiment of the present disclosure is shown in FIG. Fig.11As shown, the perception determination device 1100 includes: an acquisition module 1101 and a determination module 1102; the acquisition module 1101 is used to obtain the perception coefficient of the first event after the first event corresponding to the first user is completed, according to the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval; the determination module 1102 is used to determine the service perception of the first user, the network perception of the first user, and at least one of the negative event perception risk value of the first user according to the perception coefficient of the first event; wherein the second event is the previous service event adjacent to the first event, the second event is the service event corresponding to the first user, and the first interval is the time interval between the first event and the second event.

[0222] Optionally, the impact coefficient of the first event includes the impact coefficient of the change of event attributes; the acquisition module is specifically used to obtain the first perception coefficient of the first event based on the first perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the change of event attributes, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval.

[0223] Optionally, the acquisition module is specifically configured to acquire the first perception coefficient of the first event based on a first preset formula according to the first perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute change, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval; the first preset formula is: Among them, n represents the total number of service events in the customer life cycle of the first user, M1 represents the impact coefficient of the change of event attributes, N1 represents the number of service events of the same type as the first event in the customer life cycle of the first user, Δt represents the first interval, and X1(n-1) represents the first perception coefficient of the second event.

[0224] Optionally, the determination module is specifically used to determine the service perception of the first user based on a second preset formula according to the first perception coefficient of the first event, the first interval and the positive and negative attributes of the first event; the second preset formula is: Y1(n)=(1-X1(n)*(Δt(n)*24) 0.06 )*(±1); where 1 is taken for positive events and -1 is taken for negative events.

[0225] Optionally, the determination module is specifically used to determine the negative event perception risk value of the first user based on a third preset formula according to the first perception coefficient and the first duration of the first event; the third preset formula is: y(n)=1-X1(n)*(t(n)*24) 0.06; Wherein, t(n) represents the first duration, which is the duration between the activation of the service of the first user and the current time.

[0226] Optionally, the influence coefficient of the first event includes the influence coefficient of the event attribute of the first event and the influence coefficient of the obstacle phenomenon of the first event; the acquisition module is specifically used to obtain the second perception coefficient of the first event based on the second perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval.

[0227] Optionally, the acquisition module is specifically used to determine the second perception coefficient of the first event based on a fourth preset formula according to the second perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type in the customer life cycle of the first user, and the first interval; the fourth preset formula is: Among them, M2 represents the influence coefficient of the event attribute of the first event, M3 represents the influence coefficient of the obstacle phenomenon of the first event, and X2(n-1) represents the second perception coefficient of the second event.

[0228] Optionally, the determination module is specifically configured to determine the network perception of the first user based on a fifth preset formula according to the second perception coefficient of the first event and the first interval; the fifth preset formula is: Y2(n)=X2(n)*(Δt(n)*24) 0.06 .

[0229] The perception determination device in the embodiment of the present disclosure implements the various processes of the above-mentioned perception determination method embodiment when executed, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0230] Fig.12 A structural diagram of a perception determination device provided by an embodiment of the present disclosure is shown in FIG. Fig.12 As shown, the perception determination device 1200 includes: an update module 1201 and a display module 1202; the update module 1201 is used to determine the customer perception portrait of the first user based on the coefficient of the preset parameter and the number of first service events after detecting the first event of the first user; the display module 1202 is used to display the customer perception portrait of the first user updated by the update module 1201; wherein the preset parameters include at least one of the following: response type, call standardization, timeout / fulfillment, construction quality, automatic return visit status; the customer perception portrait includes: response perception, communication perception, fulfillment perception, construction perception, skill perception and service capability perception.

[0231] Optionally, the perception determination device also includes: a determination module and an output module; the determination module is used to determine the customer perception profile of the target grid based on the customer perception profile of the target customer group after updating the customer perception profile of the first user; the output module is used to output the short board factors in the customer perception profile of the target network determined by the determination module; wherein the target customer group is the customers in the target grid, and the customers in the target customer group include the first customer.

[0232] Optionally, the update module is also used to update the installation and maintenance portrait of the first installation and maintenance personnel based on the coefficient of preset parameters and the number of second service events; wherein the first installation and maintenance personnel is the installation and maintenance personnel corresponding to the first event; the second service event number is the number of service events corresponding to the first installation and maintenance personnel within a preset time period; the installation and maintenance portrait includes: response ability, communication ability, performance ability, construction ability, skill ability and service ability.

[0233] Optionally, the display module is further used to highlight the weak points in the installation and maintenance portrait of the first installation and maintenance personnel after the update module updates the installation and maintenance portrait of the first installation and maintenance personnel.

[0234] Optionally, the determination module is also used to determine the installation and maintenance portrait of the target organization based on the installation and maintenance portraits of the installation and maintenance personnel in the target organization after the update module updates the installation and maintenance portrait of the first installation and maintenance personnel; the display module is also used to highlight the weak points in the installation and maintenance portrait of the target organization; wherein the installation and maintenance personnel in the target organization include the first installation and maintenance personnel.

[0235] Optionally, the update module is specifically used to determine the response perception of the first user based on the response type coefficient and the total number of activation events and troubleshooting events during the customer life cycle of the first user; determine the communication perception of the first user based on the call standardization coefficient, the call automatic return call coefficient, and the total number of hotline call service events during the customer life cycle of the first user; determine the performance perception of the first user based on the performance type coefficient, the automatic return service coefficient, and the total number of activation events and troubleshooting events during the customer life cycle of the first user; determine the construction perception of the first user based on the construction time limit, construction duration, automatic return service coefficient, the number of reminders of the first user, and the total number of activation events and troubleshooting events during the customer life cycle of the first user; determine the first user's perception of the skills of the installation and maintenance personnel based on the construction quality coefficient, the total number of activation events and troubleshooting events during the customer life cycle of the first user, and the duration of the first failure of the first user's newly installed service; determine the first user's service perception of the installation and maintenance personnel based on the automatic return business coefficient, the automatic return service coefficient, and the total number of activation events, troubleshooting events, and hotline events during the customer life cycle of the first user.

[0236] Optionally, the update module is specifically used to determine the response capability of the first installation and maintenance personnel according to the response type coefficient and the total number of opening events and fault repair events corresponding to the first installation and maintenance personnel within a preset time period; determine the communication capability of the first installation and maintenance personnel according to the call standardization coefficient, the call automatic return call coefficient, and the total number of hotline call service events corresponding to the first installation and maintenance personnel within a preset time period; determine the performance capability of the first installation and maintenance personnel according to the performance type coefficient, the automatic return service coefficient, and the total number of opening events and fault repair events corresponding to the first installation and maintenance personnel within a preset time period; determine the performance capability of the first installation and maintenance personnel according to the construction time limit, construction time, the automatic return service coefficient, and the total number of opening events and fault repair events corresponding to the first installation and maintenance personnel within a preset time period The construction capacity of the first installation and maintenance personnel is determined based on the number of reminders and the total number of opening events and troubleshooting events corresponding to the first installation and maintenance personnel within the preset time period; the skill level of the first installation and maintenance personnel is determined based on the construction quality coefficient, the total number of opening events and troubleshooting events corresponding to the first installation and maintenance personnel within the preset time period, and the duration of the first obstacle of the new installation business corresponding to the first installation and maintenance personnel within the preset time period; the service capacity of the first installation and maintenance personnel is determined based on the automatic follow-up business coefficient, the automatic follow-up service coefficient, and the total number of opening events and troubleshooting event hotline events corresponding to the first installation and maintenance personnel within the preset time period; wherein, the first event is a service event corresponding to the first installation and maintenance personnel.

[0237] Optionally, the update module is specifically used to determine the user portrait of the first user or the installation and maintenance portrait of the first installation and maintenance personnel based on the sixth preset formula, the seventh preset formula, the eighth preset formula, the ninth preset formula, the tenth preset formula and the eleventh preset formula respectively; the sixth preset formula is: K1 represents the response type coefficient; when Z1 represents the response perception, n1 represents the total number of activation events and troubleshooting events during the customer life cycle of the first user; when Z1 represents the response capability, n1 represents the total number of activation events and troubleshooting events corresponding to the first installation and maintenance personnel within the preset time period; the seventh preset formula is: K 21 Represents the traffic standardization coefficient, K 22 represents the automatic call return coefficient; when Z2 represents communication perception, n2 represents the total number of hotline service events during the customer life cycle of the first user; when Z2 represents communication ability, n2 represents the total number of hotline service events corresponding to the first installation and maintenance personnel within the preset time; the eighth preset formula is: K 31 represents the performance type coefficient, K 32 represents the automatic return service coefficient, K 32The coefficient value corresponding to the automatic return visit result of the traffic event is obtained; when Z3 represents the performance perception, n3 represents the total number of activation events and troubleshooting events during the customer life cycle of the first user; when Z3 represents the performance capability, n3 represents the total number of activation events and troubleshooting events corresponding to the first installation and maintenance personnel within the preset time; the ninth preset formula is: T1 represents the construction time limit, T2 represents the construction duration, T1 / T2>1 takes the value of 1, K4 represents the automatic return visit business coefficient, K4 takes the business coefficient of the automatic return visit coefficient; when Z4 represents the construction perception, n4 represents the total number of activation events and fault repair events in the customer life cycle of the first user, and N2 represents the number of reminders of the first user; when Z4 represents the construction capacity, n4 represents the total number of activation events and fault repair events corresponding to the first installation and maintenance personnel within the preset time, and N2 represents the number of reminders corresponding to the first installation and maintenance personnel within the preset time; the tenth preset formula is: K5 represents the construction quality coefficient. When Z5 represents the first customer's perception of the skills of the first installation and maintenance personnel, n5 represents the total number of activation events and troubleshooting events during the first user's customer life cycle, and t represents the duration of the first troubleshooting of the first user's newly installed service. When Z5 represents the skill level of the first installation and maintenance personnel, n5 represents the total number of activation events and troubleshooting events corresponding to the first installation and maintenance personnel within the preset time, and t represents the duration of the first troubleshooting of the new installation service corresponding to the first installation and maintenance personnel within the preset time. The eleventh preset formula is: K 61 represents the automatic return visit business coefficient, K 62 represents the automatic return service coefficient; when Z6 represents the first user's perception of the service capability of the first installation and maintenance personnel, n6 represents the total number of activation events, troubleshooting events, and hotline events during the customer life cycle of the first user; when Z6 represents the service capability of the first installation and maintenance personnel, n6 represents the total number of activation events, troubleshooting events, and hotline events corresponding to the first installation and maintenance personnel within the preset time period.

[0238] The perception determination device in the embodiment of the present disclosure implements the various processes of the above-mentioned perception determination method embodiment when executed, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0239] The perception determination device in the embodiments of the present disclosure may be a device, or a component, an integrated circuit, or a chip in a terminal. The device may be a mobile electronic device or a non-mobile electronic device. Exemplarily, the mobile electronic device may be a mobile phone, a tablet computer, a laptop computer, a PDA, an in-vehicle electronic device, a wearable device, an ultra-mobile personal computer (UMPC), a netbook, or a personal digital assistant (PDA), etc. The non-mobile electronic device may be a server, a network attached storage (NAS), a personal computer (PC), a television (TV), a teller machine or a self-service machine, etc., which is not specifically limited in the embodiments of the present disclosure.

[0240] The service-aware device in the embodiments of the present disclosure may be a device having an operating system.

[0241] The perception determination device provided in the embodiment of the present disclosure can achieve Figures 1 to 10 To avoid repetition, the various processes implemented by the method embodiment are not described here.

[0242] Alternatively, if Fig.13 As shown, the embodiment of the present disclosure also provides a server 1300, including a processor 1301, a memory 1302, and a program or instruction stored in the memory 1302 and executable on the processor 1301. When the program or instruction is executed by the processor 1301, each process of the above-mentioned perception determination method embodiment is implemented, and the same technical effect can be achieved. To avoid repetition, it will not be repeated here.

[0243] It should be noted that the electronic devices in the embodiments of the present disclosure include the above-mentioned mobile electronic devices and non-mobile electronic devices.

[0244] It should be noted that Fig.14 The server 1400 shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present disclosure.

[0245] like Fig.14As shown, the server 1400 includes a central processing unit (CPU) 1401, which can perform various appropriate actions and processes according to the program stored in the read-only memory (ROM) 1402 or the program loaded from the storage part 1408 to the random access memory (RAM) 1403. In the RAM 1403, various programs and data required for system operation are also stored. The CPU 1401, ROM 1402 and RAM 1403 are connected to each other through a bus 1404. An input / output (I / O) interface 1405 is also connected to the bus 1404.

[0246] The following components are connected to the I / O interface 1405: an input section 1406 including a keyboard, a mouse, etc.; an output section 1407 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 1408 including a hard disk, etc.; and a communication section 1409 including a network interface card such as a local area network (LAN) card, a modem, etc. The communication section 1409 performs communication processing via a network such as the Internet. A drive 1410 is also connected to the I / O interface 1405 as needed. A removable medium 1411, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 1410 as needed so that a computer program read therefrom is installed into the storage section 1408 as needed.

[0247] In particular, according to an embodiment of the present disclosure, the process described below with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication part 1409, and / or installed from a removable medium 1411. When the computer program is executed by a central processing unit (CPU 1401), various functions defined in the system of the present application are executed.

[0248] The embodiments of the present disclosure also provide a readable storage medium, on which a program or instruction is stored. When the program or instruction is executed by a processor, each process of the above-mentioned perception determination method embodiment is implemented, and the same technical effect can be achieved. To avoid repetition, it will not be repeated here.

[0249] The processor is the processor in the electronic device described in the above embodiment. The readable storage medium includes a computer readable storage medium, such as a computer read-only memory, a random access memory, a magnetic disk or an optical disk.

[0250] The embodiment of the present disclosure further provides a chip, which includes a processor and a communication interface, wherein the communication interface is coupled to the processor, and the processor is used to run programs or instructions to implement the various processes of the above-mentioned perception determination method embodiment, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0251] It should be understood that the chip mentioned in the embodiments of the present disclosure may also be referred to as a system-level chip, a system chip, a chip system, or a system-on-chip chip, etc.

[0252] It should be noted that, in this article, the terms "comprise", "include" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, an element defined by the sentence "comprises one..." does not exclude the presence of other identical elements in the process, method, article or device including the element. In addition, it should be pointed out that the scope of the method and device in the embodiments of the present disclosure is not limited to performing functions in the order shown or discussed, and may also include performing functions in a substantially simultaneous manner or in reverse order according to the functions involved, for example, the described method may be performed in an order different from that described, and various steps may also be added, omitted, or combined. In addition, the features described with reference to certain examples may be combined in other examples.

[0253] Through the description of the above implementation methods, those skilled in the art can clearly understand that the above-mentioned embodiment methods can be implemented by means of software plus a necessary general hardware platform, and of course by hardware, but in many cases the former is a better implementation method. Based on such an understanding, the technical solution of the present disclosure, or the part that contributes to the prior art, can be embodied in the form of a software product, which is stored in a storage medium (such as ROM / RAM, a magnetic disk, or an optical disk), and includes a number of instructions for enabling a terminal (which can be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in each embodiment of the present disclosure.

[0254] The embodiments of the present disclosure are described above in conjunction with the accompanying drawings, but the present disclosure is not limited to the above-mentioned specific implementation methods. The above-mentioned specific implementation methods are merely illustrative and not restrictive. Under the guidance of the present disclosure, ordinary technicians in this field can also make many forms without departing from the scope of protection of the purpose of the present disclosure and the claims, all of which are within the protection of the present disclosure.

Claims

1. A perception determination method, characterized in that: The method comprises: After the first event corresponding to the first user is completed, the perception coefficient of the first event is obtained according to the perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval; determining, according to the perception coefficient of the first event, at least one of a service perception degree of the first user, a network perception degree of the first user, and a negative event perception risk value of the first user; The second event is the last service event adjacent to the first event, the second event is a service event corresponding to the first user, and the first interval is the time interval between the first event and the second event.

2. The method according to claim 1, characterized in that: The influence coefficient of the first event includes the influence coefficient of the event attribute change; the perception coefficient of the first event includes the first perception coefficient of the first event; the perception coefficient of the second event includes the first perception coefficient of the second event; The acquiring the perception coefficient of the first event according to the perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval includes: The first perception coefficient of the first event is obtained according to the first perception coefficient of the second event, the total number of service events of the first user, the impact coefficient of the event attribute change, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval.

3. The method according to claim 2, characterized in that The acquiring the first perception coefficient of the first event according to the first perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute change, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval includes: Based on a first preset formula, a first perception coefficient of the first event is obtained according to the first perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the change of the event attribute, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval; The first preset formula is: ; Wherein, n represents the total number of service events in the customer life cycle of the first user, M1 represents the impact coefficient of the change of the event attribute, N1 represents the number of service events of the same type as the first event in the customer life cycle of the first user, represents the first interval, and X1(n-1) represents the first perception coefficient of the second event.

4. The method according to claim 3, characterized in that The determining, according to the perception coefficient of the first event, the service perception of the first user includes: Determining the service perception of the first user based on a second preset formula according to a first perception coefficient of the first event, the first interval, and a positive and negative attribute of the first event; The second preset formula is: ; The value of positive events is 1, and the value of negative events is -1.

5. The method according to claim 3, characterized in that: The determining, according to the perception coefficient of the first event, the negative event perception risk value of the first user includes: Determine, based on a third preset formula, a negative event perception risk value of the first user according to a first perception coefficient and a first duration of the first event; The third preset formula is: ; Here, t(n) represents the first duration, which is the duration from the activation of the service of the first user to the current time.

6. The method according to claim 1, characterized in that The influence coefficient of the first event includes the influence coefficient of the event attribute of the first event and the influence coefficient of the obstacle phenomenon of the first event; the perception coefficient of the first event includes the second perception coefficient of the first event; the perception coefficient of the second event includes the second perception coefficient of the second event; The acquiring the perception coefficient of the first event according to the perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval includes: The second perception coefficient of the first event is obtained based on the second perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval.

7. The method according to claim 6, characterized in that The acquiring the second perception coefficient of the first event according to the second perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval includes: Based on a fourth preset formula, the second perception coefficient of the first event is determined according to the second perception coefficient of the second event, the total number of service events of the first user, the influence coefficient of the event attribute of the first event, the influence coefficient of the obstacle phenomenon of the first event, the number of service events of the same type in the customer life cycle of the first user, and the first interval; The fourth preset formula is: ; Among them, M2 represents the influence coefficient of the event attribute of the first event, M3 represents the influence coefficient of the obstacle phenomenon of the first event, and X2 (n-1) represents the second perception coefficient of the second event.

8. The method according to claim 7, characterized in that The determining the network perception of the first user according to the perception coefficient of the first event includes: Determining the network perception of the first user based on a fifth preset formula according to the second perception coefficient of the first event and the first interval; The fifth preset formula is: .

9. A perception determination device, characterized in that: The perception determination device comprises: an acquisition module and a determination module; The acquisition module is configured to acquire, after the first event corresponding to the first user is completed, the perception coefficient of the second event according to the total number of service events of the first user, the impact coefficient of the first event, the number of service events of the same type as the first event in the customer life cycle of the first user, and the first interval, the perception coefficient of the first event; The determining module is configured to determine at least one of the service perception of the first user, the network perception of the first user, and the negative event perception risk value of the first user according to the perception coefficient of the first event acquired by the acquiring module; The second event is the last service event adjacent to the first event, the second event is a service event corresponding to the first user, and the first interval is the time interval between the first event and the second event.

10. A server, characterized in that: It includes a processor, a memory, and a program or instruction stored in the memory and executable on the processor, wherein the program or instruction, when executed by the processor, implements the steps of the perception determination method as described in any one of claims 1 to 8.

11. A readable storage medium, characterized in that: The readable storage medium stores a program or instruction, and when the program or instruction is executed by the processor, the steps of the perception determination method according to any one of claims 1 to 8 are implemented.

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