Complaint disposition rate tracking method and apparatus

Abstract

The application discloses a complaint handling rate tracking method and device. Wherein, the method comprises: obtaining a plurality of complaint work orders in a tracking time period, each complaint work order comprising at least a complaint address; obtaining complaint grid information of a plurality of complaint grids in a target time period, wherein the complaint grid is a grid obtained by regionally dividing based on complaint address distribution, and the complaint grid information comprises at least complaint grid area information and complaint quantity corresponding to each complaint grid; dividing the plurality of complaint work orders to the plurality of complaint grids based on the complaint address and the complaint grid area information, determining the first number of target complaint work orders corresponding to each complaint grid; estimating the complaint handling rate corresponding to each complaint grid based on the first number and the complaint quantity, and estimating the total complaint handling rate corresponding to the plurality of complaint grids. The application solves the technical problems of lack of timeliness in tracking user complaints, inability to accurately know the complaint handling situation, and poor user experience in the related art.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of operation service, in particular to a complaint disposal rate tracking method and device. BACKGROUND

[0002] User complaint is an indispensable important way to test the quality of communication network. Based on the continuous innovation and development of network technology, the user's demand for network use and network perception is increasing. At present, based on the premise of complaint address, the grid is divided in geographical area, and the complaint grid is disposed in the new direction of network optimization.

[0003] At present, the related regional processing technology still has the following problems: first, the tracking of the complaint amount (complaint order number) in the complaint grid lacks timeliness, and it is difficult to estimate whether the disposal rate of the complaint grid is qualified in the face of the disposal rate of the complaint grid; second, it is difficult to accurately judge the increase and decrease of the complaint amount after optimization.

[0004] In view of the above problems, no effective solution has been proposed so far. SUMMARY

[0005] The embodiments of the present application provide a complaint disposal rate tracking method and device, so as to at least solve the technical problems in the related art that the tracking of user complaint lacks timeliness, the complaint disposal situation cannot be accurately obtained, and the user experience is poor.

[0006] According to an aspect of an embodiment of the present application, a complaint disposal rate tracking method is provided, comprising: acquiring a plurality of complaint orders in a tracking time period, each complaint order comprising at least a complaint address; acquiring complaint grid information of a plurality of complaint grids in a target time period, wherein the complaint grid is a grid obtained by regionally dividing based on the distribution of complaint addresses, and the complaint grid information comprises at least complaint grid area information corresponding to each complaint grid and complaint amount; dividing the plurality of complaint orders into the plurality of complaint grids based on the complaint address and the complaint grid area information, and determining the first number of target complaint orders corresponding to each complaint grid; estimating the complaint disposal rate corresponding to each complaint grid based on the first number and the complaint amount, and estimating the total complaint disposal rate corresponding to the plurality of complaint grids.

[0007] Optionally, the complaint grid area information further comprises: a first longitude and latitude of each complaint grid center, a coverage range of each complaint grid, and an identifier of each complaint grid; and the multiple complaint work orders are divided into the multiple complaint grids based on the complaint addresses and the complaint grid area information, comprising: determining a second longitude and latitude of each complaint address in each complaint work order; for each complaint grid, calculating a first distance between each complaint address and the complaint grid center based on the first longitude and latitude of the complaint grid center and the second longitude and latitude, and determining target complaint work orders corresponding to the complaint grid from the multiple complaint work orders based on the coverage range of the complaint grid and the first distance.

[0008] Optionally, the target complaint work orders corresponding to the complaint grid are determined from the multiple complaint work orders based on the coverage range of the complaint grid and the first distance, comprising: for each complaint work order, if the first distance between the complaint address of the complaint work order and the complaint grid center is less than the coverage range of the complaint grid, determining the complaint work order as the target complaint work order corresponding to the complaint grid, and writing the identifier of the complaint grid into the target complaint work order.

[0009] Optionally, the complaint address is structured address information, and the second longitude and latitude of each complaint address in each complaint work order is determined, comprising: for each complaint address in each complaint work order, calling a target program to convert the structured address information of the complaint address into the second longitude and latitude, wherein the target program is configured to convert the structured address information into longitude and latitude information by using a geographic coding method.

[0010] Optionally, the complaint handling rate corresponding to each complaint grid is estimated based on the first quantity and the complaint amount, comprising: for each complaint grid, calculating a first ratio of the target time period to the tracking time period; calculating a product of the first quantity of the target complaint work orders corresponding to the complaint grid and the first ratio to obtain a second quantity; calculating a difference between the complaint amount and the second quantity; calculating a second ratio of the difference to the complaint amount to obtain the complaint handling rate corresponding to the complaint grid.

[0011] Optionally, the total complaint handling rate corresponding to the multiple complaint grids is estimated, comprising: comparing the complaint handling rate corresponding to each complaint grid with a first preset threshold, wherein a complaint grid with a complaint handling rate not less than the first preset threshold is marked as a qualified grid, and a complaint grid with a complaint handling rate less than the first preset threshold is marked as an unqualified grid; determining a third quantity of the qualified grids, and calculating a third ratio of the third quantity to a total quantity of the multiple complaint grids to obtain the total complaint handling rate corresponding to the multiple complaint grids.

[0012] Optionally, when the total complaint handling rate is less than a second preset threshold, a user experience optimization scheme is provided for the area corresponding to the unqualified grids, and the user experience optimization scheme at least comprises one of: fault maintenance, network optimization, shared communication, idle dismantling and blind supplementing, and old dismantling and rebuilding.

[0013] According to another aspect of the embodiments of the present application, a complaint handling rate tracking device is also provided, comprising: a first obtaining module configured to obtain a plurality of complaint work orders in a tracking time period, each complaint work order comprising at least a complaint address; a second obtaining module configured to obtain complaint grid information of a plurality of complaint grids in a target time period, wherein the complaint grids are grids obtained by regionally dividing based on complaint address distribution, and the complaint grid information comprises at least complaint grid region information corresponding to each complaint grid and a complaint amount; a dividing module configured to divide the plurality of complaint work orders into the plurality of complaint grids based on the complaint address and the complaint grid region information, and determine a first number of target complaint work orders corresponding to each complaint grid; and a prediction module configured to predict a complaint handling rate corresponding to each complaint grid based on the first number and the complaint amount, and predict a total complaint handling rate corresponding to the plurality of complaint grids.

[0014] According to another aspect of the embodiments of the present application, a non-volatile storage medium is also provided, comprising a stored program, wherein when the program is running, the non-volatile storage medium controls a device in which the non-volatile storage medium is located to perform the complaint handling rate tracking method described above.

[0015] According to another aspect of the embodiments of the present application, an electronic device is also provided, comprising a memory and a processor, wherein the memory stores a computer program, and the processor is configured to perform the complaint handling rate tracking method described above by the computer program.

[0016] In the embodiments of the present application, a plurality of complaint work orders in a tracking time period are obtained, each complaint work order comprising at least a complaint address; complaint grid information of a plurality of complaint grids in a target time period is obtained, wherein the complaint grids are grids obtained by regionally dividing based on complaint address distribution, and the complaint grid information comprises at least complaint grid region information corresponding to each complaint grid and a complaint amount; the plurality of complaint work orders are divided into the plurality of complaint grids based on the complaint address and the complaint grid region information, and a first number of target complaint work orders corresponding to each complaint grid is determined; a complaint handling rate corresponding to each complaint grid is predicted based on the first number and the complaint amount, and a total complaint handling rate corresponding to the plurality of complaint grids is predicted. By matching the complaint work orders with the complaint grids, the grid complaint work orders are tracked, the correctness of the network optimization direction of the complaint grids is ensured, the optimization closed loop efficiency of the complaint grid network problem is improved, the user satisfaction is improved, and thus the technical problems in the related art that the tracking of user complaints lacks timeliness, the complaint handling situation cannot be accurately known, and the user experience is poor are solved. BRIEF DESCRIPTION OF DRAWINGS

[0017] The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiments of the application and together with the description serve to explain the application. In the drawings:

[0018] Figure 1 is a flow diagram of a complaint handling rate tracking method according to an embodiment of the application;

[0019] Figure 2 is a schematic diagram of complaint work order information according to an embodiment of the application;

[0020] Figure 3 is a schematic diagram of complaint grid area information according to an embodiment of the application;

[0021] Figure 4 is a schematic diagram of complaint address resolution according to an embodiment of the application;

[0022] Figure 5 is a flow diagram of a complaint handling rate tracking method according to an embodiment of the application;

[0023] Figure 6 is a result schematic diagram of resolving complaint address latitude and longitude according to a Gaode GCJ02 coordinate system according to an embodiment of the application;

[0024] Figure 7 is a structure schematic diagram of estimating a complaint handling rate of each grid according to an embodiment of the application;

[0025] Figure 8 is a structure schematic diagram of estimating a total complaint handling rate according to an embodiment of the application;

[0026] Figure 9 is a structure schematic diagram of a complaint handling rate tracking device according to an embodiment of the application. DETAILED DESCRIPTION

[0027] In order to enable persons skilled in the art to better understand the application scheme, the technical solutions in the embodiments of the application will be described clearly and completely below with reference to the drawings in the embodiments of the application. Obviously, the described embodiments are only a part of the embodiments of the application, rather than all the embodiments of the application. Based on the embodiments in the application, all other embodiments obtained by persons skilled in the art without creative work should fall within the scope of protection of the application.

[0028] In order to better understand the embodiments of the application, first, the following translation and explanation are given for some nouns or terms appearing in the description of the embodiments of the application:

[0029] Complaint grid: A rectangular geographical coverage area formed with a certain distance as the side length (such as 500m*500m), which is used to divide the complaint distribution points in a regional manner.

[0030] Complaint amount: The number of complaint work orders in the complaint grid.

[0031] Embodiment 1

[0032] At present, user complaints are an indispensable important way to test the quality of communication networks. For the handling of user complaints, major operators have formed a complete process of acceptance, processing, follow-up and closed loop. Based on the continuous innovation and development of network technology, the demand of users for network use and network perception is increasing, and the traditional single-point complaint work order network optimization lacks flexibility in hotspot and regional complaint problem rectification, and has high time cost. Therefore, relevant technical personnel have proposed a new direction for network optimization, which is to divide the grid in a geographical area based on the complaint address, and to handle complaints in a regional manner according to the characteristics of complaint grid work orders.

[0033] The existing regional complaint handling mainly has the following three main problems to be solved:

[0034] (1) The tracking of the complaint amount (the number of complaint work orders) in the complaint grid lacks timeliness. Since the complaint work orders in the complaint grid can only be generated by the system periodically, and the time lags behind the system complaint work order data, it is difficult to capture the improvement effect of the complaint users and potential complaint users in time after the complaint grid network optimization, and the tracking of the change of the complaint amount lags behind;

[0035] (2) It is difficult to estimate whether the disposal rate of the complaint grid is qualified in the face of the disposal rate of the complaint grid. The complaint grid information is generated periodically by the system, and the disposal rate is directly examined according to the system complaint amount. It is difficult to predict whether the effect of reducing the grid complaint amount meets the task requirements of the group on the disposal rate of the complaint grid;

[0036] (3) It is difficult to accurately determine the increase and decrease of the complaint amount after optimization. To determine whether the longitude and latitude of the new complaint work order is within the range of the complaint grid, it is necessary to verify and determine it one by one using longitude and latitude, which involves a large amount of repeated operations. The more the complaint work orders, the higher the cost of time and labor, but the tracking efficiency is low, which is difficult to meet the tracking demand of the reduction rate.

[0037] In order to solve the above problems, the embodiment of the present application provides a complaint disposal rate tracking method. It should be noted that the steps shown in the flowchart of the accompanying drawings can be executed in a computer system such as a group of computer executable instructions, and although the logical order is shown in the flowchart, in some cases, the steps shown or described can be executed in an order different from that shown here.

[0038] Figure 1 is a flowchart of an optional complaint handling rate tracking method according to an embodiment of the present application, as shown in the figure, the method comprises at least steps S102-S108, wherein: Figure 1

[0039] In step S102, a plurality of complaint work orders in a tracking time period are acquired, each complaint work order comprising at least a complaint address.

[0040] Generally, a plurality of complaint work orders in a tracking time can be acquired, Figure 2 An optional information diagram of a complaint work order is shown, wherein each complaint work order comprises a complaint work order number, a complaint serial number, a work order status, a complaint date, a user contact number, a user name, a complaint reason, a complaint fault reason, a fault handling result, a complaint address, a complaint archiving city, a complaint archiving county, and the like. In order to determine a complaint grid range matched with the complaint work order and track the grid complaint amount, the complaint address is selected as a condition for screening the complaint work order in the embodiment of the present application.

[0041] In step S104, complaint grid information of a plurality of complaint grids in a target time period is acquired, wherein the complaint grid is a grid obtained by regionally dividing based on complaint address distribution, and the complaint grid information comprises at least complaint grid region information and a complaint amount corresponding to each complaint grid.

[0042] As shown in the figure, Figure 3 The complaint grid region information can comprise a province, a local network, a first longitude and latitude of a complaint grid center, a coverage range of each complaint grid, and an identifier of each complaint grid, and the like.

[0043] In step S106, the plurality of complaint work orders are divided into the plurality of complaint grids based on the complaint address and the complaint grid region information, and a first number of target complaint work orders corresponding to each complaint grid is determined.

[0044] As an optional implementation, the plurality of complaint work orders can be divided into the plurality of complaint grids in the following manner, so as to track the complaint work orders in real time and improve the correctness of the complaint grid network optimization direction.

[0045] First, a second longitude and latitude of the complaint address in each complaint work order is determined. Generally, the complaint address is structured address information, such as a structured address composed of a province + a city + a county + a town + a village + a street + a house number. For the complaint address in each complaint work order, a target program can be called to convert the structured address information of the complaint address into the second longitude and latitude, wherein the target program is used to convert the structured address information into longitude and latitude information by using a geographic coding method;

[0046] ​Afterwards, for each complaint grid, a first distance between each complaint address and the center of the complaint grid is calculated based on the first longitude and latitude of the center of the complaint grid, and target complaint work orders corresponding to the complaint grid are determined from the plurality of complaint work orders based on the coverage range of the complaint grid and the first distance. Wherein, for each complaint work order, if the first distance between the complaint address of the complaint work order and the center of the complaint grid is less than the coverage range of the complaint grid, the complaint work order is determined as the target complaint work order corresponding to the complaint grid, and the identifier of the complaint grid is written into the target complaint work order.

[0047] Specifically, when parsing the second longitude and latitude of the complaint address in the complaint work order, since different coordinate systems will bring different distance errors, it is necessary to ensure that the coordinate system of the parsed second longitude and latitude of the complaint address is consistent with the coordinate system of the first longitude and latitude of the center of the complaint grid during the parsing process. In the embodiment of the application, the parsing is based on the GCJ-02 coordinate system.

[0048] Figure 4 An optional schematic diagram of address parsing is shown. Wherein, address coding refers to querying address information in space, and searching the spatial information of the address using a general search method. In other words, address coding provides the ability of mutual conversion between structured addresses and longitude and latitude, for example, converting a structured address composed of province + city + county + town + village + street + house number into corresponding longitude and latitude.

[0049] At present, there are generally three types of address parsing methods: rule-based address parsing method, dictionary-based address parsing method and sequence labeling-based address parsing method. Among them, the rule-based address parsing method is to find the country, province, city, county, road, etc. according to the naming method of the address of the country habit, which generally defines a regular expression to extract; the dictionary-based address parsing method is to pre-organize a geographical address dictionary, and use the dictionary to match the corresponding address information; the sequence labeling-based address parsing method is to label the words using machine learning method, and label as country name, province name, etc. Common methods include hidden Markov chain, recurrent neural network, etc.

[0050] It should be noted that if the parsing result shows that the parsing fails or there is an error, the following situations may exist: (1) the field name of the complaint address is wrong, that is, the complaint address does not exist, so the longitude and latitude cannot be parsed; (2) the complaint address is not detailed, and the accurate position cannot be located, resulting in deviation of the longitude and latitude result. Therefore, in order to ensure that the final result obtained is accurate and reliable, it is necessary to ensure that the obtained complaint address is accurate.

[0051] As an optional implementation method, you can use the geocoding / reverse geocoding API developed and supported by AutoNavi for address resolution. Specifically, resolving the complaint address is mainly divided into the following steps: apply for a Web service API type key; refer to the interface parameter document to initiate an HTTP / HTTPS request. The key applied for in the first step must be sent as a required parameter; receive the data returned by the request (JSON or XML format), and refer to the return parameter document to parse the data.

[0052] Next, calculate the first distance between the second longitude and latitude of the complaint address and the first longitude and latitude of the complaint grid center. The longitude and latitude calculation formula is as follows:

[0053]

[0054] In the above formula, 6378.137 is the equatorial radius of the earth, in kilometers; Lat1 and Lng1 represent the longitude and latitude of the complaint address, Lat2 and Lng2 represent the longitude and latitude of the center of the complaint grid; a=Lat1-Lat2 is the difference in latitude between the two points, and b=Lng1-Lng2 is the difference in longitude between the two points.

[0055] Finally, by comparing whether the first distance between the complaint address and the center of the complaint grid is within the coverage of the complaint grid, it is determined whether the complaint work order belongs to the complaint grid, thereby determining the target complaint work order corresponding to the complaint grid.

[0056] Step S108: estimating the complaint handling rate corresponding to each complaint grid based on the first quantity and the complaint amount, and estimating the total complaint handling rate corresponding to multiple complaint grids.

[0057] After the complaint grid is optimized, whether there are still complaints of similar problems in the complaint grid is a direct reflection of the implementation effect of the optimization plan for a type of complaint problem in the complaint grid. Therefore, it is extremely important to estimate the complaint handling rate of the complaint grid based on the number of complaints in the tracking time period. An optional estimation process provided by the embodiment of the present application is as follows: for each complaint grid, calculate a first ratio of the target time period to the tracking time period; calculate the product of the first number of target complaint work orders corresponding to the complaint grid and the first ratio to obtain a second number; calculate the difference between the complaint volume and the second number; calculate the second ratio of the difference to the complaint volume to obtain the complaint handling rate corresponding to the complaint grid.

[0058] The target time period can be a week, a month or a quarter in the past, for example, assuming that the target time period is the previous month, the number of complaints (the number of complaint work orders) in the complaint grid in the month is 21, and the tracking time period is 24 days in the month, the first number of corresponding target complaint work orders is 8, and the second number of target complaint work orders in the month can be estimated according to the above parameters = (target time period / tracking time period) * first number = (30 / 24) * 8 = 10, and the number of complaint work orders that have been disposed of is the difference between the number of complaints and the second number, which is 11, and the complaint disposal rate corresponding to the complaint grid is calculated = difference / number of complaints = 52%.

[0059] Optionally, the complaint disposal rate corresponding to each complaint grid can be compared with a first preset threshold, wherein the complaint grid corresponding to the complaint disposal rate not less than the first preset threshold is marked as a qualified grid, and the complaint grid corresponding to the complaint disposal rate less than the first preset threshold is marked as an unqualified grid; a third number of qualified grids is determined, and a third ratio of the third number to the total number of the plurality of complaint grids is calculated to obtain a total complaint disposal rate corresponding to the plurality of complaint grids.

[0060] As an optional implementation, when the total complaint disposal rate is less than a second preset threshold, a user experience optimization scheme is provided for the area corresponding to the unqualified grid, and the user experience optimization scheme at least includes one of the following: fault maintenance, network optimization, shared communication, idle disassembly and blind repair, and old disassembly and reconstruction.

[0061] For example, after the complaint grid optimization in October, the complaint disposal rate of the number of complaint work orders in January is tracked, and it is estimated whether the total complaint disposal rate reaches the qualified standard, Figure 5 A flowchart of an optional complaint disposal rate tracking method is shown, wherein:

[0062] Step S1, all complaint work orders between January 1st and January 24th are obtained, such as Figure 2 Each complaint work order at least includes a complaint address;

[0063] Step S2, complaint grid information of all complaint grids in October is obtained, such as Figure 3 The complaint grid information includes province, local network, grid number, first longitude and latitude of grid center, number of complaints, etc.

[0064] Step S3, the complaint address of all complaint work orders between January 1st and January 24th is analyzed, and the second longitude and latitude of the complaint address in the complaint work order. The longitude and latitude of the complaint address are analyzed by Gaode GCJ02 coordinate system, as shown in Figure 6

[0065] ​Step S4, for each complaint grid, a first distance is calculated based on the first longitude and latitude of the center of the complaint grid and the second longitude and latitude of the complaint address in the complaint work order;

[0066] Step S5, a rectangular coverage of the complaint grid is formed with 500 (meters) * 500 (meters), the complaint work order is determined as a target complaint work order corresponding to the complaint grid if the first distance between the complaint work order and the center of the complaint grid is less than the coverage of the complaint grid, and the code of the complaint grid is written into the target complaint work order, and the complaint amount corresponding to the complaint grid number of the complaint work order is counted;

[0067] Step S6, the complaint handling rate corresponding to each complaint grid is estimated, including: calculating a first ratio of the target time period and the tracking time period; calculating the product of the first number of the target complaint work order corresponding to the complaint grid and the first ratio to obtain a second number, as shown in Figure 7 ; calculating the difference between the complaint amount and the second number; calculating the second ratio of the difference and the complaint amount to obtain the complaint handling rate corresponding to the complaint grid;

[0068] Step S7, the total complaint handling rate corresponding to the plurality of grids is estimated. Wherein, the complaint handling rate corresponding to each complaint grid is compared with a first preset threshold, the complaint grid corresponding to the complaint handling rate less than the first preset threshold is marked as a qualified grid, represented by "1"; and the complaint grid corresponding to the complaint handling rate greater than the first preset threshold is marked as an unqualified grid, represented by "0"; and the third ratio of the third number of the qualified grids and the total number of the plurality of complaint grids is calculated to obtain the total complaint handling rate corresponding to the plurality of grids, as shown in Figure 8 , the obtained estimation of the complaint handling rate is 43.33%;

[0069] Step S8, the total complaint handling rate is compared with a second preset threshold of 50%, if the total complaint handling rate is less than 50%, the estimation of the examination is not up to standard, and a user experience optimization scheme needs to be provided for the area corresponding to the unqualified grid, the implementation of the optimization scheme is accelerated, and the total complaint handling rate is ensured to be up to standard.

[0070] In the embodiment of the present application, a plurality of complaint work orders in a tracking time period are obtained, and each complaint work order at least includes a complaint address; complaint grid information of a plurality of complaint grids in a target time period is obtained, wherein the complaint grid is a grid obtained by regionally dividing based on complaint address distribution, and the complaint grid information at least includes complaint grid area information corresponding to each complaint grid and a complaint amount; the plurality of complaint work orders are divided into the plurality of complaint grids based on the complaint address and the complaint grid area information, and a first number of target complaint work orders corresponding to each complaint grid is determined; a complaint handling rate corresponding to each complaint grid is estimated based on the first number and the complaint amount, and a total complaint handling rate corresponding to the plurality of complaint grids is estimated. Wherein, the timely tracking of the complaint grid information makes it not subject to the constraint of the time lag of the complaint amount generated in the system grid, and the complaint work order is matched with the complaint grid to track the grid complaint work order, which ensures the correctness of the optimization direction of the complaint grid network, improves the optimization closed-loop efficiency of the complaint grid network problem, improves the user satisfaction, and further solves the technical problems in the related art that the tracking of the user complaint lacks timeliness, the complaint handling situation cannot be accurately obtained, and the user experience is poor.

[0071] Embodiment 2

[0072] According to the embodiments of the present application, a complaint handling rate tracking device for implementing the complaint handling rate tracking method is also provided, as shown in Figure 9 The device at least includes a first obtaining module 91, a second obtaining module 92, a dividing module 93 and an estimating module 94, wherein:

[0073] The first obtaining module 91 is configured to obtain a plurality of complaint work orders in a tracking time period, and each complaint work order at least includes a complaint address.

[0074] Generally, the first obtaining module can obtain a plurality of complaint work orders in a tracking time, Figure 2 An optional information schematic diagram of a complaint work order is shown, wherein each complaint work order includes a complaint work order number, a complaint serial number, a work order state, a complaint date, a user contact number, a user name, a complaint reason, a complaint fault reason, a fault processing result, a complaint address, a complaint archiving city, a complaint archiving county and the like. In order to determine the complaint grid range matched with the complaint work order and track the grid complaint amount, the complaint address is selected as the condition for screening the complaint work order in the embodiment of the present application.

[0075] The second obtaining module 92 is configured to obtain complaint grid information of a plurality of complaint grids in a target time period, wherein the complaint grid is a grid obtained by regionally dividing based on complaint address distribution, and the complaint grid information at least includes complaint grid area information corresponding to each complaint grid and a complaint amount.

[0076] The complaint grid area information includes province, local network, complaint grid number, complaint grid center longitude, complaint grid latitude, etc.

[0077] The division module 93 is configured to divide the plurality of complaint work orders into the plurality of complaint grids based on the complaint addresses and the complaint grid area information, and determine a first number of target complaint work orders corresponding to each complaint grid.

[0078] As an optional implementation, the plurality of complaint work orders can be divided into the plurality of complaint grids in the following manner, so as to track the complaint work orders in real time and improve the correctness of the optimization direction of the complaint grid network.

[0079] First, the second longitude and latitude of the complaint address in each complaint work order are determined. Generally, the complaint address is structured address information, such as province + city + county + town + village + street + house number. For the complaint address in each complaint work order, a target program can be called to convert the structured address information of the complaint address into the second longitude and latitude, wherein the target program is configured to convert the structured address information into longitude and latitude information by using a geographic coding method.

[0080] Then, for each complaint grid, the first distance between each complaint address and the complaint grid center is calculated based on the first longitude and latitude of the complaint grid center and the second longitude and latitude, and the target complaint work orders corresponding to the complaint grid are determined from the plurality of complaint work orders based on the coverage range of the complaint grid and the first distance. For each complaint work order, if the first distance between the complaint address of the complaint work order and the complaint grid center is less than the coverage range of the complaint grid, the complaint work order is determined as the target complaint work order corresponding to the complaint grid, and the identifier of the complaint grid is written into the target complaint work order.

[0081] Specifically, when analyzing the second longitude and latitude of the complaint address in the complaint work order, different coordinate systems will bring different distance errors, and therefore, the coordinate system of the analyzed second longitude and latitude of the complaint address needs to be consistent with the coordinate system of the first longitude and latitude of the complaint grid center during the analysis. In the embodiment of the application, the analysis is based on the GCJ-02 coordinate system.

[0082] Figure 4 An optional address analysis schematic diagram is shown. Address coding refers to querying address information in space and searching spatial information of the address by using a general search method. In other words, address coding provides the ability of mutual conversion between structured address and longitude and latitude, for example, converting the structured address composed of province + city + county + town + village + street + house number into corresponding longitude and latitude.

[0083] At present, the address resolution method generally has the following three types: rule-based address resolution method, dictionary-based address resolution method and sequence labeling-based address resolution method. Among them, the rule-based address resolution method is to find the country, province, city, district, road, etc. according to the naming method of the address of the country habit, and generally defines a regular expression to extract; the dictionary-based address resolution method is to organize a geographical address dictionary in advance, and use the dictionary to match the corresponding address information; the sequence labeling-based address resolution method is to label the word using machine learning method, and label the country name, province name, etc. Common methods include hidden Markov chain, recurrent neural network, etc.

[0084] It should be noted that if the analysis result shows that the analysis fails or there is an error, the following situations may exist: (1) the field name of the complaint address is wrong, that is, the complaint address does not exist, and therefore the longitude and latitude cannot be resolved; (2) the complaint address is not clear, and the accurate position cannot be located, resulting in deviation of the longitude and latitude result. Therefore, in order to ensure that the final result is accurate and reliable, it is necessary to ensure that the obtained complaint address is accurate.

[0085] As an optional implementation, the address resolution can be performed using the geographic coding / reverse geographic coding API developed by Gaode, specifically, the complaint address resolution mainly includes the following steps: applying for a Web service API type Key; referring to the interface parameter document to initiate an HTTP / HTTPS request, the Key applied in the first step needs to be sent as a required parameter; receiving the returned data (in JSON or XML format), and referring to the return parameter document to analyze the data.

[0086] Next, a second longitude and latitude of the complaint address and a first longitude and latitude of the complaint grid center are calculated to obtain a first distance, wherein the longitude and latitude calculation formula is as follows:

[0087]

[0088] In the above formula, 6378.137 is the radius of the earth equator, with a unit of kilometers; Lat1 and Lng1 represent the longitude and latitude of the complaint address, and Lat2 and Lng2 represent the longitude and latitude of the complaint grid center; a = Lat1-Lat2 is the difference between the latitudes of the two points, and b = Lng1-Lng2 is the difference between the longitudes of the two points.

[0089] Finally, by comparing whether the first distance between the complaint address and the complaint grid center is within the coverage range of the complaint grid, it is determined whether the complaint work order belongs to the complaint grid, so as to determine the target complaint work order corresponding to the complaint grid.

[0090] The estimation module 94 is configured to estimate a complaint handling rate corresponding to each complaint grid based on the first quantity and the complaint quantity, and estimate a total complaint handling rate corresponding to the plurality of complaint grids.

[0091] After the optimization of the complaint grid, whether there are still complaints of the same problem in the complaint grid is a direct embodiment of the implementation effect of the optimization scheme for the complaint problem in the complaint grid. Therefore, it is extremely important to estimate the complaint handling rate of the complaint grid based on the complaint quantity of the complaint grid in the tracking time period. An optional estimation process provided by the embodiment of the present application is as follows: for each complaint grid, a first ratio of the target time period to the tracking time period is calculated; a product of the first quantity of the target complaint work order corresponding to the complaint grid and the first ratio is calculated to obtain a second quantity; a difference between the complaint quantity and the second quantity is calculated; a second ratio of the difference to the complaint quantity is calculated to obtain the complaint handling rate corresponding to the complaint grid.

[0092] The target time period can be a week, a month or a quarter in the past, for example, assuming that the target time period is the previous month, the complaint quantity (the number of complaint work orders) in the complaint grid in the month is 21, the tracking time period is 24 days in the month, and the first quantity of the target complaint work order is 8. The second quantity of the target complaint work order corresponding to the complaint grid can be estimated first by using the above parameters = (target time period / tracking time period)*first quantity = (30 / 24)*8 = 10, and it is considered that the number of complaint work orders that have been handled is 11, which is the difference between the complaint quantity and the second quantity, and the complaint handling rate corresponding to the complaint grid is 52% = difference / complaint quantity.

[0093] Optionally, the complaint handling rate corresponding to each complaint grid can be compared with a first preset threshold, wherein the complaint grid corresponding to the complaint handling rate not less than the first preset threshold is marked as a qualified grid, and the complaint grid corresponding to the complaint handling rate less than the first preset threshold is marked as an unqualified grid; a third quantity of the qualified grids is determined, and a third ratio of the third quantity to the total quantity of the plurality of complaint grids is calculated to obtain a total complaint handling rate corresponding to the plurality of complaint grids.

[0094] Optionally, the complaint handling rate tracking device in the embodiment of the present application further comprises an optimization module 95 configured to provide a user experience optimization scheme for the area corresponding to the unqualified grid when the total complaint handling rate is less than a second preset threshold, and the user experience optimization scheme at least includes one of the following: fault maintenance, network optimization, shared communication, idle disassembly and blind repair, and old disassembly and new construction.

[0095] It should be noted that each module in the complaint handling rate tracking device in the embodiments of the present application corresponds to each implementation step of the complaint handling rate tracking method in Embodiment 1. Since Embodiment 1 has been described in detail, the details not embodied in this embodiment can be referred to Embodiment 1, and will not be described in detail here.

[0096] Embodiment 3

[0097] According to the embodiments of the present application, a non-volatile storage medium is also provided, which includes a stored program, wherein when the program runs, the device where the non-volatile storage medium is located is controlled to execute the complaint handling rate tracking method in Embodiment 1.

[0098] According to the embodiments of the present application, a processor is also provided, which is used to run a program, wherein when the program runs, the complaint handling rate tracking method in Embodiment 1 is executed.

[0099] According to the embodiments of the present application, an electronic device is also provided, which includes a memory and a processor, wherein the memory stores a computer program, and the processor is configured to execute the complaint handling rate tracking method in Embodiment 1 through the computer program.

[0100] Optionally, when the program runs, the following steps are executed: obtaining a plurality of complaint work orders in a tracking time period, each complaint work order including at least a complaint address; obtaining complaint grid information of a plurality of complaint grids in a target time period, wherein the complaint grid is a grid obtained by regionally dividing based on complaint address distribution, and the complaint grid information includes at least complaint grid area information corresponding to each complaint grid and a complaint amount; dividing the plurality of complaint work orders to the plurality of complaint grids based on the complaint address and the complaint grid area information, and determining a first number of target complaint work orders corresponding to each complaint grid; and estimating a complaint handling rate corresponding to each complaint grid based on the first number and the complaint amount, and estimating a total complaint handling rate corresponding to the plurality of complaint grids.

[0101] The above sequence numbers of the embodiments of the present application are only for description, and do not represent the advantages and disadvantages of the embodiments.

[0102] In the above embodiments of the present application, the description of each embodiment has its own emphasis, and the parts not described in detail in a certain embodiment can be referred to the related description of other embodiments.

[0103] The terms "first", "second", and the like in the description and in the claims of the present application are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the terms so used are interchangeable under appropriate circumstances such that the embodiments of the application described herein are, for example, capable of practical implementation irrespective of the particular sequential or chronological order of the steps contained therein. Moreover, the terms "comprise", "have" and any variations thereof are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises, has or includes a list of elements is not necessarily limited to those elements, but can include other elements not expressly listed or inherent to such process, method, article, or apparatus.

[0104] In several embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. Among them, the above-mentioned device embodiments are only schematic, for example, the division of units can be a logical function division, and actual implementation can have another division manner, for example, a plurality of units or components can be combined or integrated into another system, or some features can be ignored or not executed. In addition, the coupling or direct coupling or communication connection between the displayed or discussed each other can be through some interface, indirect coupling or communication connection between units or modules, which can be electrical or other forms.

[0105] The units described as separate components may or may not be physically separate, and the components shown as units may or may not be physical units, that is, they can be located in one place, or they can be distributed to multiple units. Part or all of the units can be selected according to actual needs to achieve the purpose of the embodiment.

[0106] In addition, each functional unit in each embodiment of the present application can be integrated into a processing unit, or each unit can be physically present alone, or two or more units can be integrated into one unit. The above integrated unit can be realized in the form of hardware or in the form of a software functional unit.

[0107] The integrated unit, if implemented in the form of a software function unit and sold or used as an independent product, can be stored in a computer readable storage medium. Based on such understanding, the technical solutions of the present application essentially or say the part that contributes to the prior art or the whole or part of the technical solutions can be embodied in the form of a software product. The computer software product is stored in a storage medium and includes a plurality of instructions for causing a computer device (which can be a personal computer, a server or a network device, etc.) to execute all or part of the steps of the embodiments of the present application. The aforementioned storage medium includes: a U disk, a read-only memory (ROM), a random access memory (RAM), a mobile hard disk, a magnetic disk or an optical disk, and various media that can store program codes.

[0108] The above is only the preferred embodiment of the present application, and it should be pointed out that for those skilled in the art, without departing from the principles of the present application, a number of improvements and refinements can be made, which should be considered as the protection scope of the present application.

Claims

1. A method for tracking complaint handling rates, characterized in that: include: Obtain multiple complaint work tickets within a tracking period, each of the complaint work tickets including at least a complaint address; Obtaining complaint grid information for multiple complaint grids within a target time period, wherein the complaint grids are grids obtained by regional division based on the distribution of complaint addresses, and the complaint grid information includes at least complaint grid area information and complaint volume corresponding to each complaint grid; Dividing the plurality of complaint work orders into the plurality of complaint grids based on the complaint addresses and the complaint grid area information, and determining a first number of target complaint work orders corresponding to each of the complaint grids; estimating the complaint handling rate corresponding to each complaint grid based on the first number and the complaint volume, and estimating the total complaint handling rate corresponding to the multiple complaint grids; Among them, based on the first number and the complaint volume, the complaint handling rate corresponding to each complaint grid is estimated, including: for each complaint grid, calculating a first ratio of the target time period to the tracking time period; calculating the product of the first number of target complaint work orders corresponding to the complaint grid and the first ratio to obtain a second number; calculating the difference between the complaint volume and the second number; calculating the second ratio of the difference to the complaint volume to obtain the complaint handling rate corresponding to the complaint grid.

2. The method according to claim 1, characterized in that The complaint grid area information further includes: the first latitude and longitude of the center of each complaint grid, the coverage of each complaint grid, and the identifier of each complaint grid. The plurality of complaint work orders are divided into the plurality of complaint grids based on the complaint address and the complaint grid area information, including: Determine the second latitude and longitude of the complaint address in each complaint work order; For each of the complaint grids, the first distance between each complaint address and the center of the complaint grid is calculated based on the first longitude and latitude of the center of the complaint grid and the second longitude and latitude, and the target complaint work order corresponding to the complaint grid is determined from the multiple complaint work orders based on the coverage of the complaint grid and the first distance.

3. The method according to claim 2, characterized in that Determining the target complaint work order corresponding to the complaint grid from the plurality of complaint work orders based on the coverage of the complaint grid and the first distance includes: For each of the complaint worksheets, if the first distance between the complaint address of the complaint worksheet and the center of the complaint grid is less than the coverage range of the complaint grid, the complaint worksheet is determined to be the target complaint worksheet corresponding to the complaint grid, and the identifier of the complaint grid is written into the target complaint worksheet.

4. The method according to claim 2, characterized in that The complaint address is structured address information. Determining the second latitude and longitude of the complaint address in each complaint work order includes: For each of the complaint addresses in the complaint ticket, a target program is called to convert the structured address information of the complaint address into the second longitude and latitude, wherein the target program is used to convert the structured address information into longitude and latitude information using geocoding.

5. The method according to claim 1, wherein Estimating the total complaint handling rate corresponding to the multiple complaint grids, including: Comparing the complaint handling rate corresponding to each complaint grid with a first preset threshold, wherein a complaint grid whose corresponding complaint handling rate is not less than the first preset threshold is marked as a qualified grid, and a complaint grid whose corresponding complaint handling rate is less than the first preset threshold is marked as an unqualified grid; Determine a third number of combined grids, and calculate a third ratio of the third number to the total number of the plurality of complaint grids to obtain the total complaint handling rate corresponding to the plurality of complaint grids.

6. The method according to claim 5, characterized in that The method further comprises: When the total complaint handling rate is less than a second preset threshold, a user experience optimization plan is provided for the area corresponding to the non-grid, and the user experience optimization plan includes at least one of the following: fault repair, network optimization, shared connectivity, demolition and blind filling, and demolition and reconstruction.

7. A complaint handling rate tracking device, characterized in that: include: A first acquisition module is used to acquire multiple complaint work tickets within a tracking period, each of which includes at least a complaint address; A second acquisition module is configured to acquire complaint grid information of multiple complaint grids within a target time period, wherein the complaint grids are grids obtained by regional division based on the distribution of complaint addresses, and the complaint grid information includes at least the complaint grid area information and the number of complaints corresponding to each complaint grid; a division module, configured to divide the plurality of complaint work orders into the plurality of complaint grids based on the complaint addresses and the complaint grid area information, and determine a first number of target complaint work orders corresponding to each of the complaint grids; An estimation module is used to estimate the complaint handling rate corresponding to each of the complaint grids based on the first number and the complaint volume, and to estimate the total complaint handling rate corresponding to the multiple complaint grids, wherein the estimation of the complaint handling rate corresponding to each of the complaint grids based on the first number and the complaint volume includes: for each of the complaint grids, calculating a first ratio of the target time period to the tracking time period; calculating the product of a first number of target complaint work orders corresponding to the complaint grid and the first ratio to obtain a second number; calculating a difference between the complaint volume and the second number; and calculating a second ratio of the difference to the complaint volume to obtain the complaint handling rate corresponding to the complaint grid.

8. A non-volatile storage medium, characterized in that: The non-volatile storage medium includes a stored program, wherein when the program is running, the device where the non-volatile storage medium is located is controlled to execute the complaint handling rate tracking method according to any one of claims 1 to 6.

9. An electronic device, characterized in that: include: A memory and a processor, wherein the memory stores a computer program, and the processor is configured to execute the complaint handling rate tracking method according to any one of claims 1 to 6 through the computer program.

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