Complaint processing method, apparatus, device, medium, and computer program product

Abstract

The application provides a complaint processing method, device, equipment, medium and computer program product, the method comprises: obtaining each first network complaint problem in the current complaint work order, and determining a target processing type according to each first network complaint problem; determining the kind of information to be obtained according to the target processing type, and obtaining the corresponding target information of the kind, the target information includes network information and equipment information for solving the first network complaint problem; determining the reply information corresponding to the current complaint work order according to the target information, and outputting the reply information, the reply information includes the processing strategy corresponding to each first network complaint problem. In the application, the processing time length of the network complaint problem is reduced, the processing flow of the network complaint is shortened, and the processing efficiency of the network complaint is improved.

Description

Technical Field

[0001] This invention relates to the field of information processing technology, and in particular to a complaint processing method, apparatus, equipment, medium, and computer program product. Background Technology

[0002] If users encounter network problems while using the network, they will file a complaint with the operator to resolve the issue.

[0003] Currently, after receiving a user's complaint, the operator's customer service will initially determine the cause of the network problem based on the user's description, and then forward the preliminary determination to the technical staff. The technical staff will then forward the handling strategy to the customer service, who will then forward the handling strategy to the user.

[0004] The processing of user complaints involves multiple steps, and it takes a long time for customer service to pinpoint the cause of network problems and for technical personnel to customize handling strategies, resulting in low efficiency in handling network complaints. Summary of the Invention

[0005] This invention provides a complaint handling method, apparatus, device, medium, and computer program product to address the problem of low efficiency in handling online complaints.

[0006] On the one hand, the present invention provides a complaint handling method, comprising:

[0007] Obtain each first network complaint issue in the current complaint work order, and determine the target processing type based on each first network complaint issue;

[0008] The type of information to be acquired is determined based on the target processing type, and the corresponding target information is acquired. The target information includes network information and device information for resolving the first network complaint issue.

[0009] Based on the target information, determine the response information corresponding to the current complaint work order and output the response information, which includes the processing strategy corresponding to each of the first network complaint issues.

[0010] Optionally, the step of determining the type of information to be acquired based on the target processing type and acquiring the corresponding target information for that type includes:

[0011] A corresponding information extraction module is determined for the target processing type, and the information extraction module is used to extract information corresponding to the type.

[0012] The information extracted by the information extraction module is used as the target information.

[0013] Optionally, the step of determining the target processing type based on each of the first network complaint issues includes:

[0014] Determine the first complaint type to which each of the first online complaint issues belongs;

[0015] A first processing type matching each of the first complaint types is determined as the target processing type.

[0016] Optionally, before the step of determining the target processing type based on each of the first network complaint issues, the method further includes:

[0017] Retrieve all historical complaint tickets;

[0018] Identify the second network issues in each of the aforementioned historical complaint work orders, and classify each of the second network complaint issues to obtain multiple second complaint types;

[0019] The various second complaint types are combined and arranged to obtain the first processing type corresponding to each combination of the second complaint types.

[0020] Optionally, the step of determining the target processing type based on each of the first network complaint issues includes:

[0021] Each of the first network complaint issues is input into the prediction model to obtain the target processing type output by the prediction model.

[0022] Optionally, the step of obtaining each of the first online complaint issues in the current complaint work order includes:

[0023] Extract keywords from the current complaint ticket; these keywords are used to indicate the corresponding online complaint issue.

[0024] Each of the aforementioned keywords is used to obtain the first online complaint issues.

[0025] On the other hand, the present invention also provides a complaint processing device, comprising:

[0026] The acquisition module is used to acquire each first network complaint issue in the current complaint work order and determine the target processing type based on each first network complaint issue;

[0027] The determining module is used to determine the type of information to be acquired based on the target processing type, and to acquire the target information corresponding to the type, wherein the target information includes network information and device information for resolving the first network complaint issue;

[0028] The determining module is used to determine the response information corresponding to the current complaint work order based on the target information, and output the response information, which includes the processing strategy corresponding to each of the first network complaint issues.

[0029] On the other hand, the present invention also provides a complaint processing device, including: a memory and a processor;

[0030] The memory stores computer-executed instructions;

[0031] The processor executes computer execution instructions stored in the memory, causing the processor to perform the complaint processing method as described above.

[0032] On the other hand, the present invention also provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the complaint handling method described above.

[0033] On the other hand, the present invention also provides a computer program product, including a computer program, which, when executed by a processor, is used to implement the complaint handling method described above.

[0034] The complaint handling method, apparatus, equipment, medium, and computer program product provided by this invention acquire each first network complaint issue in the current complaint work order, determine the target processing type based on each first network complaint issue, determine the type of information to be acquired based on the target processing type, acquire the target information corresponding to the type, and then determine and output the corresponding response information for the current complaint work order based on the target information. In this invention, the network complaint issue in the complaint work order is automatically located based on the network and device information related to the network complaint issue. Based on the network and device information, a response information that can resolve the network complaint issue is output. This eliminates the need for manual location of network complaint issues and manual determination of processing strategies, reducing processing time and eliminating the need for multiple personnel to handle multi-step processes, thus streamlining the network complaint processing workflow and improving efficiency. Attached Figure Description

[0035] The accompanying drawings, which are incorporated in and form a part of this specification, illustrate embodiments consistent with this disclosure and, together with the description, serve to explain the principles of this disclosure.

[0036] Figure 1 This is a schematic diagram illustrating a scenario in which the complaint handling method of the present invention is implemented;

[0037] Figure 2 This is a flowchart illustrating the first embodiment of the complaint handling method of the present invention;

[0038] Figure 3 This is a flowchart illustrating the second embodiment of the complaint handling method of the present invention;

[0039] Figure 4 This is a flowchart illustrating the third embodiment of the complaint handling method of the present invention;

[0040] Figure 5 This is a flowchart illustrating the third embodiment of the complaint handling method of the present invention;

[0041] Figure 6 This is a schematic diagram of the modules of the complaint processing device of the present invention;

[0042] Figure 7 This is a schematic diagram of the hardware structure of the complaint processing device of the present invention.

[0043] The accompanying drawings have illustrated specific embodiments of this disclosure, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concepts of this disclosure to those skilled in the art through reference to particular embodiments. Detailed Implementation

[0044] Exemplary embodiments will now be described in detail, examples of which are illustrated in the accompanying drawings. When the following description relates to the drawings, unless otherwise indicated, the same numerals in different drawings denote the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with this disclosure. Rather, they are merely examples of apparatuses and methods consistent with some aspects of this disclosure as detailed in the appended claims.

[0045] After receiving a user's complaint, the operator's customer service will make a preliminary determination of the cause of the network problem based on the user's description, and then forward the preliminary determination to the technical staff. The technical staff will then forward the handling strategy to the customer service, who will then forward the handling strategy to the user.

[0046] The inventors of this patent discovered that handling user complaints requires multiple processes, and that customer service representatives need a considerable amount of time to pinpoint the cause of network problems and for technical personnel to customize handling strategies, resulting in low efficiency in handling network complaints.

[0047] The inventor of this patent therefore conceived of an automatic method to locate relevant network and device information for online complaints based on complaint work orders. This allows for the output of response information that can resolve the online complaint, eliminating the need for manual location of the online complaint and manual determination of the handling strategy. This reduces the processing time for online complaints and eliminates the need for multiple personnel to handle multi-step processes, thus streamlining the online complaint handling process and improving efficiency.

[0048] This invention provides a method for handling complaints. (Refer to...) Figure 1 The complaint processing device 100 receives a complaint sent by the terminal device 200. Based on the complaint, the device 100 determines the online complaint issue, then determines the processing type, and subsequently obtains relevant network and device information for resolving the issue. Based on this information, the device 100 sends a response to the terminal device 200. The response includes a strategy for handling the online complaint. The complaint processing device 100 can be a server, while the terminal device 200 can be a user's terminal or a device that collects user online complaints.

[0049] The technical solutions of the present invention and how they solve the above-mentioned technical problems will be described in detail below with specific embodiments. These specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present invention will now be described with reference to the accompanying drawings.

[0050] Reference Figure 2 , Figure 2 This is a first embodiment of the complaint handling method of the present invention, which includes the following steps:

[0051] Step S201: Obtain each first network complaint issue in the current complaint work order, and determine the target processing type based on each first network complaint issue.

[0052] In this embodiment, the executing entity is a complaint processing device. For ease of description, the term "device" will be used to refer to the complaint processing device below. The device can be any device with data processing capabilities; for example, the device can be a server.

[0053] The device retrieves the current complaint ticket. The current complaint ticket is sent by the terminal device and contains a description of the network problem by the user. This described network problem is defined as the primary network complaint problem. Primary network complaint problems include call restrictions, call forwarding, network speed limiting, inability to access the internet, dropped calls, SMS center issues, wireless public phones, inability to make outbound calls, inability to use 4G, and inability to use 5G. The current complaint ticket is generated by the front-end device collecting user complaints and then sending the ticket to the device. The current complaint ticket can also be obtained from the user's call log, specifically by converting the recorded user voice into text.

[0054] In this embodiment, different types of complaints can be combined into multiple processing types. For example, referring to Table-1, there are eight processing types, where 0 in Table-1 indicates that the complaint ticket does not contain this type of network complaint issue, and 1 in Table-1 indicates that the complaint ticket contains this type of network complaint issue. For example, type 1 includes complaint reasons (network complaint issues) such as network speed limiting (speed limiting issue) and inability to use 4G. It should be noted that the classification of processing types in Table-1 is merely illustrative and does not limit the specific complaint reasons included in each processing type.

[0055] Table 1:

[0056]

[0057]

[0058] After the device obtains each first network complaint issue from the current complaint work order, it can determine the processing type based on each first network complaint issue, and the determined processing type is defined as the target processing type.

[0059] Step S202: Determine the type of information to be obtained based on the target processing type, and obtain the corresponding target information for the type. The target information includes network information and device information for resolving the first network complaint issue.

[0060] One processing type corresponds to the acquisition of one or more types of information, that is, the processing type is associated with the type of information to be acquired. For example, if the target processing type is type 1, then the first network complaint issues include call forwarding and inability to use 4G. The types of information to be acquired associated with the target processing type include 4G network information related to speed limits and 4G device information.

[0061] After determining the target processing type, the device can determine the category of information to be acquired based on the target processing type, and then acquire the target information corresponding to that category. The target information includes network information and device information for resolving the first network complaint issue. For example, if the network complaint issue is an internet access problem, the target information includes user data on the website, analyzing whether the user data is abnormal to determine whether the internet access problem is caused by abnormal user data. As another example, if the network complaint issue is a voice-related problem, the target information includes the user's call records.

[0062] Step S203: Determine the response information corresponding to the current complaint work order based on the target information, and output the response information, which includes the handling strategy corresponding to each first network complaint issue.

[0063] After obtaining the target information, the device determines the response information corresponding to the current complaint ticket based on the target information. Specifically, the device can determine the cause of the first network complaint problem based on the target information, and determine the handling strategy based on the cause. For example, if the device determines based on the target information that the user's abnormal internet access is due to browsing illegal websites, the handling strategy is to perform antivirus scans and block browsing of illegal websites.

[0064] In this embodiment, each first network complaint issue in the current complaint work order is obtained, and the target processing type is determined based on each first network complaint issue. The type of information to be obtained is determined based on the target processing type, and then the target information corresponding to the type is obtained. Based on the target information, the corresponding response information for the current complaint work order is determined and output. In this embodiment, the network complaint issue in the complaint work order is automatically located based on the network information and device information related to the network complaint issue. Based on the network information and device information, a response information that can resolve the network complaint issue is output. This eliminates the need for manual location of network complaint issues and manual determination of processing strategies, reducing the processing time for network complaint issues. Furthermore, it eliminates the need for multiple personnel to handle multi-step network complaint issues, streamlining the processing flow and improving the efficiency of network complaint processing.

[0065] Reference Figure 3 , Figure 3 This is a second embodiment of the complaint handling method of the present invention. Based on the first embodiment, step S202 includes:

[0066] Step S301: Determine the information extraction module corresponding to the target processing type. The information extraction module is used to extract information corresponding to the type.

[0067] In this embodiment, the device includes an information extraction module. The information processing module is used to acquire data of a fixed type, and the identifier of the information processing module is stored in association with the identifier of the processing type. After determining the target processing type, the device determines the corresponding information extraction module based on the identifier of the target processing type. It can be understood that the information extraction module is used to extract information corresponding to the type of information to be acquired, that is, the information extraction information is used to extract the target information.

[0068] For example, the device includes multiple information extraction modules, each corresponding to a processing type, and each module is used to extract the target information required for that processing type. That is, each processing type is encapsulated into a processing flow, and each flow corresponds to an information extraction module. For instance, a certain information processing module may only be used to extract information related to speed limits and 4G connectivity issues, and this module is associated with type 1 in Table-1.

[0069] Step S302: Obtain the information extracted by the information extraction module as the target information.

[0070] After identifying the information extraction module, the device controls the information extraction module to extract information as target information. Specifically, if a certain information processing module is only used to extract information related to speed limits and 4G connectivity issues, then the information extraction module obtains the identifier of the user who filed the complaint, uses the identifier to obtain the user's relevant network device, and then extracts the user's network speed limit information and 4G information from the network device.

[0071] In this embodiment, the target processing type corresponds to an information extraction module. The device accurately extracts target information through the information extraction module, that is, it quickly obtains information related to network complaint issues through the information extraction module, thereby improving the processing efficiency of network complaints.

[0072] Reference Figure 4 , Figure 4 In the third embodiment of the complaint handling method of the present invention, based on the first or second embodiment, step S201 includes:

[0073] Step S401: Determine the first complaint type to which each first network complaint belongs.

[0074] Step S402: Determine the first processing type that matches each first complaint type as the target processing type.

[0075] In this embodiment, the device can obtain multiple first network complaint issues from the current complaint work order. However, there may be multiple network complaint issues with similar problems. Multiple similar network complaint issues can be resolved simultaneously through some information.

[0076] To address this, the device determines the first complaint type to which each first online complaint belongs, that is, it classifies each first online complaint to obtain multiple first complaint types. For example, semantic analysis can be performed on each first online complaint to find that the features representing the semantics of the first online complaint are the same; this semantic analysis can be implemented using a language model. The device calculates the distance between each feature vector; two feature vectors with a distance less than a preset distance correspond to two first online complaint issues that are semantically similar, and the two first online complaint issues belong to the same complaint type.

[0077] The device stores a mapping table that includes a first processing type and the mapping relationship between multiple first complaint types. For example, Table-1 includes eight first processing types, each corresponding to one or more first complaint types. Based on the mapping table and the first complaint type to which each first online complaint belongs, the device can determine the first processing type that matches the first complaint type to which each first online complaint belongs, and use it as the target processing type.

[0078] It should be noted that the above mapping table is constructed based on various historical complaint work orders. Specifically, the device obtains various historical complaint work orders, identifies the second network issues in each historical complaint work order, and classifies each second network complaint issue to obtain multiple second complaint types. The device then combines and arranges these complaint types to obtain the first processing type corresponding to each combined arrangement of second complaint types. Finally, the first processing type is associated with and stored with the corresponding combined arrangement of each second complaint type, thus forming the mapping table.

[0079] Furthermore, the device can also train a prediction model based on various historical complaint work orders. Specifically, the device inputs multiple historical complaint work orders into the intelligent data preprocessing module for regression classification, obtaining multiple complaint types. Based on the complaint types, corresponding labels are assigned to the historical complaint work orders to obtain training samples. The pre-set model is then trained using these training samples to obtain the prediction model. After obtaining multiple first-network complaint issues, the device inputs each first-network complaint issue into the prediction model to obtain the target processing type output by the prediction model. The intelligent data preprocessing module is based on the Python third-party library sklearn.naive_bayes, and uses the MultinomialNB multinomial Naive Bayes algorithm for supervised regression and classification operations.

[0080] In this embodiment, the device determines the first complaint type to which each first network complaint belongs, and determines the processing type that matches each first complaint type as the target processing type, thereby avoiding the repeated acquisition of information related to multiple first complaint issues of the same type.

[0081] Reference Figure 5 , Figure 5 In the fourth embodiment of the complaint handling method of the present invention, based on any one of the first to third embodiments, step S201 includes:

[0082] Step S501: Extract keywords from the current complaint work order. The keywords are used to indicate the corresponding online complaint issues.

[0083] Step S502: Obtain each first online complaint issue based on each keyword.

[0084] In this embodiment, the complaint ticket includes content describing the network problem. This content can be directly converted from the user's voice or recorded by customer service personnel. Therefore, this content needs to be extracted to obtain the network complaint problem that the device can recognize.

[0085] To address this, the device extracts keywords from the current complaint ticket. These keywords indicate specific network complaint issues. Based on the extracted keywords, the device can identify each primary network complaint issue. For example, if the keyword is "slow internet speed," then the primary network complaint issue corresponding to this keyword is a speed throttling issue.

[0086] Furthermore, the keywords extracted by the device can also be words semantically similar to preset phrases, which are used to indicate corresponding network complaint issues. For example, the preset phrase is "network speed limit," and "network speed is limited" is a semantically similar phrase to "network speed limit," so "network speed is limited" can be extracted as a keyword. The device sets up a language model, which can extract keywords semantically similar to preset phrases, and identify the network complaint issues corresponding to the preset phrases with semantically similar keywords as the first network complaint issue corresponding to the keywords.

[0087] The device can store multiple keywords, each keyword corresponding to a network complaint issue. The device iterates through the content of the complaint ticket related to the network complaint. If the content includes the keyword, it can determine the network complaint issue corresponding to the keyword in the complaint ticket.

[0088] In this embodiment, the customer service complaint ticket is automatically accepted and keywords are extracted to determine the online complaint issue. Based on the online complaint issue, an appropriate handling method is selected and the target information is automatically extracted in a streamlined process. Then, the response information including the handling strategy is output based on the target information, realizing a closed loop from order acceptance to location to operation to return of the ticket. No human intervention is required throughout the complaint handling process, which improves the efficiency of online complaint handling.

[0089] The present invention also provides a complaint processing device, referring to Figure 6 The complaint handling device 600 includes:

[0090] The acquisition module 610 is used to acquire each first network complaint issue in the current complaint work order and determine the target processing type based on each first network complaint issue;

[0091] The acquisition module 610 is used to determine the type of information to be acquired based on the target processing type, and to acquire the target information corresponding to the type. The target information includes network information and device information for resolving the first network complaint issue.

[0092] The determination module 620 is used to determine the response information corresponding to the current complaint work order based on the target information, and output the response information, which includes the handling strategy corresponding to each first network complaint issue.

[0093] In one embodiment, the complaint processing device 600 includes:

[0094] The determination module 620 is used to determine the information extraction module corresponding to the target processing type. The information extraction module is used to extract information corresponding to the type.

[0095] The acquisition module 610 is used to acquire the information extracted by the information extraction module as the target information.

[0096] In one embodiment, the complaint processing device 600 includes:

[0097] Module 620 is used to determine the first complaint type to which each first network complaint belongs;

[0098] The determination module 620 is used to determine the first processing type that matches each first complaint type as the target processing type.

[0099] In one embodiment, the complaint processing device 600 includes:

[0100] Module 610 is used to retrieve various historical complaint work orders;

[0101] The determination module 620 is used to determine the second network issues in each historical complaint work order, and classify each second network complaint issue to obtain multiple second complaint types;

[0102] The combination module is used to combine and arrange the various second complaint types to obtain the first processing type corresponding to each combined arrangement of the second complaint types.

[0103] In one embodiment, the complaint processing device 600 includes:

[0104] The input module is used to input each first network complaint issue into the prediction model and obtain the target processing type output by the prediction model.

[0105] In one embodiment, the complaint processing device 600 includes:

[0106] The extraction module is used to extract keywords from the current complaint ticket. The keywords are used to indicate the corresponding online complaint issues.

[0107] The acquisition module 610 is used to retrieve each first online complaint issue based on each keyword.

[0108] Figure 7 This is a hardware structure diagram of a complaint processing device according to an exemplary embodiment.

[0109] The complaint processing device 700 may include: a processor 701, such as a CPU, a memory 702, and a transceiver 703. Those skilled in the art will understand that... Figure 7 The structure shown does not constitute a limitation on the complaint processing device and may include more or fewer components than illustrated, or combine certain components, or have different component arrangements. Memory 702 may be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic storage, flash memory, magnetic disk, or optical disk.

[0110] The processor 701 can call the computer program stored in the memory 702 to complete all or part of the steps of the above-described complaint handling method.

[0111] Transceiver 703 is used to receive information sent by external devices and to send information to external devices.

[0112] A non-transitory computer-readable storage medium, wherein instructions in the storage medium, when executed by a processor of a complaint processing device, enable the complaint processing device to perform the aforementioned complaint processing method.

[0113] A computer program product includes a computer program that, when executed by a processor of a complaint processing device, enables the complaint processing device to perform the aforementioned complaint processing method.

[0114] Other embodiments of this disclosure will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This invention is intended to cover any variations, uses, or adaptations of this disclosure that follow the general principles of this disclosure and include common knowledge or customary techniques in the art not disclosed herein. The specification and examples are to be considered exemplary only, and the true scope and spirit of this disclosure are indicated by the following claims.

[0115] It should be understood that this disclosure is not limited to the precise structures described above and shown in the accompanying drawings, and various modifications and changes can be made without departing from its scope. The scope of this disclosure is limited only by the appended claims.

Claims

1. A complaint handling method, characterized in that, Applied to a complaint processing device, the method includes: Obtain each first network complaint issue in the current complaint work order, and determine the target processing type based on each first network complaint issue; The type of information to be acquired is determined based on the target processing type, and the corresponding target information is acquired. The target information includes network information and device information for resolving the first network complaint issue. The cause of the first network complaint is determined based on the target information, and the response information corresponding to the current complaint work order is determined based on the cause. The response information is then output to the user through the terminal device. The response information includes the processing strategy corresponding to each of the first network complaint issues. The step of determining the target processing type based on each of the first online complaint issues includes: Obtain each historical complaint work order; determine the second network complaint issues in each of the historical complaint work orders, and classify each of the second network complaint issues to obtain multiple second complaint types; combine and arrange the multiple second complaint types to form multiple second complaint type combinations, and associate each second complaint type combination with a first processing type to establish a mapping relationship between the second complaint type combination and the first processing type; Determine the first complaint type to which each of the first online complaint issues belongs; The combination of the various first complaint types is matched with the combination of second complaint types in the established mapping relationship, and the first processing type that is successfully matched is taken as the target processing type.

2. The complaint handling method according to claim 1, characterized in that, The step of determining the type of information to be acquired based on the target processing type and acquiring the corresponding target information for that type includes: A corresponding information extraction module is determined for the target processing type, and the information extraction module is used to extract information corresponding to the type. The information extracted by the information extraction module is used as the target information.

3. The complaint handling method according to claim 1, characterized in that, The step of determining the target processing type based on each of the first online complaint issues includes: Each of the first network complaint issues is input into the prediction model to obtain the target processing type output by the prediction model.

4. The complaint handling method according to any one of claims 1-3, characterized in that, The steps for obtaining each of the first online complaint issues in the current complaint work order include: Extract keywords from the current complaint ticket; these keywords are used to indicate the corresponding online complaint issue. Each of the aforementioned keywords is used to obtain the first online complaint issues.

5. A complaint processing device, characterized in that, include: The acquisition module is used to acquire each first network complaint issue in the current complaint work order and determine the target processing type based on each first network complaint issue; The determining module is used to determine the type of information to be acquired based on the target processing type, and to acquire the target information corresponding to the type, wherein the target information includes network information and device information for resolving the first network complaint issue; The determining module is further configured to determine the cause of the first network complaint problem based on the target information, determine the response information corresponding to the current complaint work order based on the cause, and output the response information to the user through the terminal device. The response information includes the processing strategy corresponding to each of the first network complaint problems. The acquisition module is also used to acquire each historical complaint work order; The determining module is further configured to determine the second online complaint issues in each of the historical complaint work orders, and classify each of the second online complaint issues to obtain multiple second complaint types; The combination module is used to combine and arrange multiple second complaint types to form various combinations of second complaint types, and associate each combination of second complaint types with a first processing type to establish a mapping relationship between the combination of second complaint types and the first processing type. The determining module is further configured to determine the first complaint type to which each of the first network complaint issues belongs; match the combination formed by the various first complaint types with the second complaint type combination in the established mapping relationship, and take the successfully matched first processing type as the target processing type.

6. A complaint processing device, characterized in that, include: Memory and processor; The memory stores computer-executed instructions; The processor executes computer execution instructions stored in the memory, causing the processor to perform the complaint processing method as described in any one of claims 1 to 4.

7. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores computer-executable instructions, which, when executed by a processor, are used to implement the complaint handling method as described in any one of claims 1 to 4.

8. A computer program product, comprising a computer program, characterized in that, When the computer program is executed by a processor, it is used to implement the complaint handling method as described in any one of claims 1 to 4.

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