Repeated complaint early warning method and device and storage medium

Abstract

The application provides a repeated complaint early warning method and device and a storage medium, relates to the technical field of communication, and is used for improving the accuracy of repeated complaint determination. The method comprises the following steps: acquiring parameters of a target terminal device and parameters of at least one target access network device; the target terminal device is a terminal device corresponding to a target user whose historical complaint times are greater than or equal to a first preset threshold; the target access network device is located in an area where the target user is located when the target user complains, and the network standard of the target access network device is a network standard supported by the target terminal device; the parameters comprise voice parameters and / or network load parameters; in the case where the parameters of the target terminal device and the parameters of the at least one target access network device meet preset conditions, complaint early warning information is generated, and the complaint early warning information is used for representing that the probability of repeated complaints of the target user is greater than or equal to a second preset threshold.

Description

Technical Field

[0001] This application relates to the field of communication technology, and in particular to a method, apparatus and storage medium for issuing early warnings of repeated complaints. Background Technology

[0002] Currently, multiple network standards coexist and develop in communication networks, making network architecture more complex. In such complex networks, if a user raises a complaint, maintenance personnel need to perform multiple optimizations and adjustments to resolve the issue. However, if these optimizations and adjustments are not performed effectively, it is highly likely to lead to repeated user complaints.

[0003] To avoid duplicate complaints from users, a common method is to check network parameters to determine whether a user will file a duplicate complaint. This process involves obtaining key performance indicators and alarm information from the access network device connected to the user's terminal device at the time of the complaint. Based on these indicators, the system assesses whether network anomalies exist and determines whether a duplicate complaint is likely. However, this method is only suitable for scenarios with relatively simple communication architectures. For more complex architectures, considering only access network device data can lead to overly simplistic and inaccurate duplicate complaint determinations, potentially resulting in discrepancies between the determination and the actual situation. Summary of the Invention

[0004] This application provides a method, apparatus, and storage medium for issuing early warnings of repeated complaints, which can improve the accuracy of determining repeated complaints.

[0005] To achieve the above objectives, this application adopts the following technical solution:

[0006] In a first aspect, this application provides a method for issuing a repeat complaint warning. The method includes: acquiring parameters of a target terminal device and parameters of at least one target access network device; the target terminal device is the terminal device corresponding to a target user whose historical complaint count is greater than or equal to a first preset threshold; the target access network device is located in the area where the target user is located when making the complaint, and the network standard of the target access network device is the network standard supported by the target terminal device; the parameters include voice parameters and / or network load parameters; and, when the parameters of the target terminal device and the parameters of at least one target access network device meet preset conditions, generating complaint warning information, wherein the complaint warning information is used to characterize that the probability of the target user making a repeat complaint is greater than or equal to a second preset threshold.

[0007] In one possible implementation, the preset conditions include: service perception anomaly of the target terminal device determined based on the parameters of the target terminal device, and service perception anomaly of at least one target access network device determined based on the parameters of at least one target access network device.

[0008] In one possible implementation, when the target user's historical complaint type is a call type, the parameters of the target terminal device include the voice parameters of the target terminal device; the voice parameters of the target terminal device include: the call duration and number of calls in a first time period, the call duration and number of calls in a second time period, and the number of calls in a third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the third time period is any first duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint issue.

[0009] In one possible implementation, if the call duration in the first time period is greater than or equal to the call duration in the second time period, the number of calls in the first time period is less than or equal to the number of calls in the second time period, the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to a third preset threshold, and the number of calls in the third time period is greater than or equal to a fourth preset threshold, then the service perception of the target terminal device is determined to be abnormal.

[0010] In one possible implementation, when the target user's historical complaint type is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic and network usage duration in a first time period, and traffic and usage duration in a second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the target time is the moment when the network is first optimized based on the historical complaint issues.

[0011] In one possible implementation, if the traffic in the first time period is greater than or equal to the traffic in the second time period, and the network usage duration in the first time period is greater than or equal to the network usage duration in the second time period, the service perception anomaly of the target terminal device is determined.

[0012] In one possible implementation, when the target user's historical complaint type is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic of m consecutive fourth time periods; the fourth time period is the second duration after the target time; the target time is the time when the network is first optimized based on the historical complaint issues; m is a positive integer.

[0013] In one possible implementation, if the ratio of the first ratio to the second ratio is less than or equal to a fifth preset threshold, a service perception anomaly of the target terminal device is determined; the first ratio is the ratio of the sum of traffic in any n consecutive fourth time periods to the sum of any n consecutive fourth time periods; the second ratio is the ratio of the sum of traffic in any m consecutive fourth time periods to the sum of m consecutive fourth time periods; n is a positive integer less than m.

[0014] In one possible implementation, when the target user's historical complaint type is a call type, the parameters of the target access network device include the voice parameters of the target access network device; the voice parameters of the target access network device include: the traffic volume and voice user volume in a first time period, and the traffic volume and voice user volume in a second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are of the same duration; the target time is the moment when the network is first optimized based on the historical complaint issues.

[0015] In one possible implementation, based on parameters of at least one target access network device, a first average value, a second average value, a third average value, and a fourth average value are determined; the first average value is the average traffic volume of at least one target access network device over a first time period; the second average value is the average traffic volume of at least one target access network device over a second time period; the third average value is the average voice user volume of at least one target access network device over the first time period; the fourth average value is the average voice user volume of at least one target access network device over the second time period; if the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is less than the fourth ratio, a service perception anomaly is determined in at least one target access network device; the third ratio is the ratio of the first average value to the third average value; and the fourth ratio is the ratio of the second average value to the fourth average value.

[0016] In one possible implementation, when the type of the target user's historical complaint is network type, the parameters of the target access network device include the network load parameters of the target access network device; the network load parameters of the target access network device include: the physical resource block (PRB) utilization rate and average traffic in the fifth time period; the fifth time period is any second duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint.

[0017] In one possible implementation, a fifth average value and a sixth average value are determined based on parameters of at least one target access network device; the fifth average value is the average PRB utilization rate of at least one target access network device over a fifth time period; the sixth average value is the average traffic of at least one target access network device over a fifth time period; if the fifth average value is greater than or equal to a sixth preset threshold, and the sixth average value is greater than or equal to a seventh preset threshold, a service perception anomaly is determined for at least one target access network device.

[0018] In one possible implementation, the area where the target user is located when making a complaint is a region formed with the location of the complaint as the origin and a preset distance as the radius.

[0019] Secondly, this application provides a repeat complaint early warning device, which includes: a communication unit and a processing unit; the communication unit is used to acquire parameters of a target terminal device and parameters of at least one target access network device; the target terminal device is the terminal device corresponding to a target user whose historical complaint count is greater than or equal to a first preset threshold; the target access network device is located in the area where the target user is located when making the complaint, and the network standard of the target access network device is the network standard supported by the target terminal device; the parameters include voice parameters and / or network load parameters; when the parameters of the target terminal device and the parameters of at least one target access network device meet preset conditions, the processing unit is used to generate complaint early warning information, the complaint early warning information being used to characterize that the probability of the target user making repeat complaints is greater than or equal to a second preset threshold.

[0020] In one possible implementation, the preset conditions include: service perception anomaly of the target terminal device determined based on the parameters of the target terminal device, and service perception anomaly of at least one target access network device determined based on the parameters of at least one target access network device.

[0021] In one possible implementation, when the target user's historical complaint type is a call type, the parameters of the target terminal device include the voice parameters of the target terminal device; the voice parameters of the target terminal device include: the call duration and number of calls in a first time period, the call duration and number of calls in a second time period, and the number of calls in a third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the third time period is any first duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint issue.

[0022] In one possible implementation, if the call duration in the first time period is greater than or equal to the call duration in the second time period, the number of calls in the first time period is less than or equal to the number of calls in the second time period, the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to a third preset threshold, and the number of calls in the third time period is greater than or equal to a fourth preset threshold, the processing unit is further configured to determine that the target terminal device has a service perception anomaly.

[0023] In one possible implementation, when the target user's historical complaint type is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic and network usage duration in a first time period, and traffic and usage duration in a second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the target time is the moment when the network is first optimized based on the historical complaint issues.

[0024] In one possible implementation, if the traffic in the first time period is greater than or equal to the traffic in the second time period, and the network usage duration in the first time period is greater than or equal to the network usage duration in the second time period, the processing unit is further configured to determine a service perception anomaly in the target terminal device.

[0025] In one possible implementation, when the target user's historical complaint type is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic of m consecutive fourth time periods; the fourth time period is the second duration after the target time; the target time is the time when the network is first optimized based on the historical complaint issues; m is a positive integer.

[0026] In one possible implementation, if the ratio of the first ratio to the second ratio is less than or equal to a fifth preset threshold, the processing unit is further configured to determine that the target terminal device has a service perception anomaly; the first ratio is the ratio of the sum of traffic in any n consecutive fourth time periods to the sum of any n consecutive fourth time periods; the second ratio is the ratio of the sum of traffic in any m consecutive fourth time periods to the sum of m consecutive fourth time periods; n is a positive integer less than m.

[0027] In one possible implementation, when the target user's historical complaint type is a call type, the parameters of the target access network device include the voice parameters of the target access network device; the voice parameters of the target access network device include: the traffic volume and voice user volume in a first time period, and the traffic volume and voice user volume in a second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are of the same duration; the target time is the moment when the network is first optimized based on the historical complaint issues.

[0028] In one possible implementation, the processing unit is further configured to determine a first average value, a second average value, a third average value, and a fourth average value based on parameters of at least one target access network device; the first average value is the average traffic volume of at least one target access network device over a first time period; the second average value is the average traffic volume of at least one target access network device over a second time period; the third average value is the average voice user volume of at least one target access network device over the first time period; and the fourth average value is the average voice user volume of at least one target access network device over the second time period. If the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is less than the fourth ratio, the processing unit is further configured to determine a service perception anomaly in at least one target access network device; the third ratio is the ratio of the first average value to the third average value; and the fourth ratio is the ratio of the second average value to the fourth average value.

[0029] In one possible implementation, when the type of the target user's historical complaint is network type, the parameters of the target access network device include the network load parameters of the target access network device; the network load parameters of the target access network device include: the physical resource block (PRB) utilization rate and average traffic in the fifth time period; the fifth time period is any second duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint.

[0030] In one possible implementation, the processing unit is further configured to determine a fifth average value and a sixth average value based on parameters of at least one target access network device; the fifth average value is the average PRB utilization rate of at least one target access network device over a fifth time period; the sixth average value is the average traffic of at least one target access network device over a fifth time period; if the fifth average value is greater than or equal to a sixth preset threshold and the sixth average value is greater than or equal to a seventh preset threshold, the processing unit is further configured to determine that the service perception of at least one target access network device is abnormal.

[0031] In one possible implementation, the area where the target user is located when making a complaint is a region formed with the location of the complaint as the origin and a preset distance as the radius.

[0032] Thirdly, this application provides a repeat complaint early warning device, which includes a processor and a communication interface. The communication interface is coupled to the processor, which is used to run computer programs or instructions to implement the repeat complaint early warning method as described in the first aspect and any possible implementation thereof.

[0033] Fourthly, this application provides a computer-readable storage medium storing instructions that, when executed on a terminal, cause the terminal to perform the repeat complaint warning method as described in the first aspect and any possible implementation thereof.

[0034] Fifthly, this application provides a computer program product containing instructions that, when the computer program product is run on a repeat complaint warning device, causes the repeat complaint warning device to perform the repeat complaint warning method as described in the first aspect and any possible implementation thereof.

[0035] In a sixth aspect, this application provides a chip including a processor and a communication interface, the communication interface being coupled to the processor, the processor being used to run computer programs or instructions to implement the repeat complaint warning method as described in the first aspect and any possible implementation thereof.

[0036] Specifically, the chip provided in this application also includes a memory for storing computer programs or instructions.

[0037] The above technical solution brings at least the following beneficial effects: The duplicate complaint warning method provided in this application involves a duplicate complaint warning device acquiring parameters of a target terminal device and parameters of at least one target access network device, and determining whether the parameters of the target terminal device and at least one target access network device meet preset conditions. If the parameters of the target terminal device and at least one target access network device meet the preset conditions, a complaint warning message is generated indicating that the probability of a target user making a duplicate complaint is greater than or equal to a second preset threshold. Compared to the common technology that determines whether a user makes a duplicate complaint based on conventional network parameters, the method provided in this application determines whether a user makes a duplicate complaint based on the parameters of the target terminal device and at least one target access network device. That is, in the process of determining a duplicate complaint, the duplicate complaint warning device not only refers to the parameters of at least one target access network device but also to the parameters of the target terminal device. This allows for the determination of duplicate complaints based on more comprehensive parameters, making the determination of duplicate complaints more consistent with the actual situation, thereby minimizing the error between the determination result and the actual situation and improving the accuracy of the determination of duplicate complaints. Attached Figure Description

[0038] Figure 1 A structural diagram of a communication system provided in an embodiment of this application;

[0039] Figure 2 A flowchart illustrating a method for issuing a warning for repeated complaints, as provided in this application embodiment;

[0040] Figure 3 This is a schematic diagram illustrating the area where a target user is located when making a complaint, as provided in an embodiment of this application.

[0041] Figure 4 A schematic diagram illustrating a method for determining a repeat complaint warning, as provided in an embodiment of this application;

[0042] Figure 5 A flowchart illustrating another method for issuing a warning for repeated complaints provided in this application embodiment;

[0043] Figure 6 A flowchart illustrating another method for issuing a warning for repeated complaints provided in this application embodiment;

[0044] Figure 7 A schematic diagram illustrating another method for determining a repeat complaint warning, provided in an embodiment of this application;

[0045] Figure 8 A flowchart illustrating another method for issuing a warning for repeated complaints provided in this application embodiment;

[0046] Figure 9A flowchart illustrating another method for issuing a warning for repeated complaints provided in this application embodiment;

[0047] Figure 10 This is a schematic diagram of the structure of a repeat complaint early warning device provided in an embodiment of this application;

[0048] Figure 11 This is a schematic diagram of another repeat complaint early warning device provided in an embodiment of this application. Detailed Implementation

[0049] The following description, in conjunction with the accompanying drawings, details the repeat complaint warning method, apparatus, and storage medium provided in the embodiments of this application.

[0050] In this article, the term "and / or" is merely a description of the relationship between related objects, indicating that there can be three relationships. For example, A and / or B can represent three situations: A exists alone, A and B exist simultaneously, and B exists alone.

[0051] The terms "first" and "second," etc., used in the specification and drawings of this application are used to distinguish different objects or to distinguish different treatments of the same object, rather than to describe a specific order of objects.

[0052] Furthermore, the terms "comprising" and "having," and any variations thereof, used in the description of this application are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or apparatus that includes a series of steps or units is not limited to the steps or units listed, but may optionally include other steps or units not listed, or may optionally include other steps or units inherent to such process, method, product, or apparatus.

[0053] It should be noted that in the embodiments of this application, the words "exemplary" or "for example" are used to indicate examples, illustrations, or explanations. Any embodiment or design scheme described as "exemplary" or "for example" in the embodiments of this application should not be construed as being more preferred or advantageous than other embodiments or design schemes. Specifically, the use of the words "exemplary" or "for example" is intended to present the relevant concepts in a specific manner.

[0054] In the description of this application, unless otherwise stated, "a plurality of" means two or more.

[0055] Currently, multiple network standards coexist and develop in communication networks, making network architecture more complex. In such complex networks, if a user raises a complaint, maintenance personnel need to perform multiple optimizations and adjustments to resolve the issue. However, if these optimizations and adjustments are not performed effectively, it is highly likely to lead to repeated user complaints.

[0056] To avoid repeated complaints from users, standard network parameter verification or telephone follow-up is typically used. The following explains these two methods:

[0057] Method 1: Routine network parameter verification

[0058] Routine network parameter verification refers to obtaining the key performance indicators and alarm information of the access network equipment connected to the user's terminal device when the user files a complaint. Based on the above key performance indicators and alarm information, it is determined whether there is an anomaly in the network, and based on the above judgment results, it is determined whether the user will file a repeat complaint.

[0059] Problems with Method 1: Method 1 is only applicable to scenarios with relatively simple communication architectures (e.g., single network standard communication architectures such as 3G or 4G). For scenarios with more complex communication architectures, considering only the data from the access network equipment side will lead to overly one-sided results in the determination of duplicate complaints, which cannot better reflect the actual situation. This may result in the determination of duplicate complaints being inconsistent with the actual situation, thereby reducing the accuracy of the determination of duplicate complaints.

[0060] Method 2: Telephone follow-up with users

[0061] Telephone follow-up with users refers to operations personnel asking users by phone whether their complaints have been resolved or whether the network experience after optimization and adjustments is good, and determining whether users will file repeat complaints based on the results of the inquiry.

[0062] Problems with Method 2: Because users' perception of network usage is subjective and their actual experience is greatly affected by factors such as geographical environment, it often happens that when customer service personnel call back, users reply that the complaint has been resolved, but then file a repeat complaint within a short period of time. This can lead to inaccurate determination of duplicate complaints.

[0063] In view of this, embodiments of this application provide a data transmission method in which a repeat complaint early warning device acquires parameters of a target terminal device and parameters of at least one target access network device, and determines whether the parameters of the target terminal device and the parameters of the at least one target access network device meet preset conditions. If the parameters of the target terminal device and the parameters of the at least one target access network device meet the preset conditions, a complaint early warning message is generated indicating that the probability of a target user making a repeat complaint is greater than or equal to a second preset threshold. Compared to the common technology that determines whether a user has made a repeat complaint based on conventional network parameters, the method provided in this application embodiment determines whether a user has made a repeat complaint based on the parameters of the target terminal device and the parameters of the at least one target access network device. That is, in the process of determining a repeat complaint, the repeat complaint early warning device not only refers to the parameters of the at least one target access network device, but also to the parameters of the target terminal device. This allows for the determination of repeat complaints based on more comprehensive parameters, making the determination of repeat complaints more consistent with the actual situation, thereby minimizing the error between the determination result and the actual situation and improving the accuracy of the determination of repeat complaints.

[0064] like Figure 1 As shown, Figure 1 A schematic diagram of a communication system provided in an embodiment of this application is shown. The communication system 10 includes: at least one target access network device 101, at least one target terminal device 102, and at least one repeat complaint warning device 103. Figure 1 The following example illustrates the use of two target access network devices 101, one target terminal device 102, and one repeat complaint warning device 103.

[0065] The repeat complaint warning device 103 is used to acquire parameters of the target terminal device 102 and parameters of at least one target access network device 101, and generate complaint warning information when the parameters of the target terminal device 102 and the parameters of at least one target access network device 101 meet preset conditions.

[0066] The target terminal device 102 is the terminal device corresponding to the target user whose historical complaint count is greater than or equal to a first preset threshold. The target access network device 101 is located in the area where the target user was located at the time of the complaint, and the network standard of the target access network device 101 is the network standard supported by the target terminal device 102. Parameters include voice parameters and / or network load parameters. The complaint warning information is used to indicate that the probability of the target user making repeated complaints is greater than or equal to a second preset threshold.

[0067] The target access network device 101 is used to provide parameters of the target access network device 101 to the repeat complaint warning device 103.

[0068] The target terminal device 102 is used to provide parameters of the target terminal device 102 to the repeat complaint warning device 103.

[0069] In one optional implementation, the target access network device 101 is mainly used to implement functions such as resource scheduling, radio resource management, and radio access control of the target terminal device 102. Specifically, the target access network device 101 can be any node among small base stations, radio access points, transceiver points (TRPs), transmission points (TPs), and some other access nodes.

[0070] In one possible implementation, the target terminal device 102 is located within the coverage area of ​​the target access network device 101, connects to the target access network device 101, and can report measurement reports (MR) to the target access network device 101. The target terminal device 102 can be a terminal equipment, user equipment (UE), mobile station (MS), or mobile terminal (MT), etc. Specifically, the target terminal device 102 can be a mobile phone, tablet computer, or computer with wireless transceiver capabilities; it can also be a virtual reality (VR) terminal, augmented reality (AR) terminal, wireless terminal in industrial control, wireless terminal in autonomous driving, wireless terminal in telemedicine, wireless terminal in smart grids, wireless terminal in smart cities, smart home, vehicle terminal, etc. In this embodiment, the device used to implement the function of the target terminal device 102 can be the target terminal device 102 itself, or it can be a device capable of supporting the target terminal device 102 in implementing this function, such as a chip system.

[0071] In practical applications, the repeat complaint warning device 103 can be a physical server of a telecommunications operator, or it can be a virtual server of a telecommunications operator, such as a cloud server.

[0072] It should be noted that, Figure 1 This is just an example framework diagram. Figure 1 The number of nodes included is unlimited, and except for Figure 1 In addition to the functional nodes shown, other nodes may also be included, such as core network equipment, gateway equipment, application servers, etc., without restriction.

[0073] Furthermore, the communication system described in the embodiments of this application is for the purpose of more clearly illustrating the technical solutions of the embodiments of this application, and does not constitute a limitation on the technical solutions provided in the embodiments of this application. As those skilled in the art will know, with the evolution of network architecture and the emergence of new communication systems, the technical solutions provided in the embodiments of this application are also applicable to similar technical problems.

[0074] To address the problems existing in the prior art, this application proposes a method for issuing early warnings of duplicate complaints, which can improve the accuracy of duplicate complaint determination. For example... Figure 2 As shown, the method includes:

[0075] S201, The repeat complaint warning device acquires the parameters of the target terminal device and the parameters of at least one target access network device.

[0076] The target terminal device is the terminal device corresponding to a target user whose historical complaint count is greater than or equal to a first preset threshold. The target access network device is located in the area where the target user was located at the time of the complaint, and the network standard of the target access network device is a network standard supported by the target terminal device. Parameters include voice parameters and / or network load parameters.

[0077] Optionally, the repeat complaint warning device can set a first preset threshold according to the actual situation. For example, the repeat complaint warning device sets the first preset threshold to 1. The above is only an exemplary description of the first preset threshold, and the first preset threshold can also be other values, which are not limited in this application.

[0078] As one possible implementation, prior to S201, the process by which the repeat complaint warning device determines at least one target access network device can be as follows: the repeat complaint warning device can determine the area where the target user is located when making the complaint, and determine the access network device located in the area where the target user is located when making the complaint as the first access network device.

[0079] The duplicate complaint early warning device sends the identifier and / or model number of the target terminal device to the network management platform. Correspondingly, the network management platform receives the identifier and / or model number of the target terminal device from the duplicate complaint early warning device, determines the functions supported by the target terminal device and the types of historical complaints against the target terminal device based on the identifier and / or model number, and sends the aforementioned functions supported by the target terminal device and the types of historical complaints against the target terminal device to the duplicate complaint early warning device. Correspondingly, the duplicate complaint early warning device receives the functions supported by the target terminal device and the types of historical complaints against the target terminal device from the network management platform, and determines the network standard supported by the target terminal device based on the supported functions and the types of historical complaints against the target terminal device.

[0080] The repeat complaint warning device identifies, from at least one first access network device, the first access network device whose network standard is the same as the network standard supported by the target terminal device as the target access network device.

[0081] Optionally, if each of the multiple terminal devices supports different functions and has different types of historical complaints, then these multiple terminal devices can correspond to different network standards. As shown in Table 1 below, if the target terminal device supports the following functions: 4G internet access, 4G calls, 5G internet access, and 5G calls, and the type of historical complaint is a call type, then the target terminal device supports the following network standards: 3G, 4G, and 5G. If the target terminal device supports the following functions: 4G internet access, 4G calls, 5G internet access, and 5G calls, and the type of historical complaint is a network type, then the target terminal device supports the following network standards: 4G and 5G. If the target terminal device supports the following functions: 4G internet access, 4G calls, and 5G internet access, and the type of historical complaint is a call type, then the target terminal device supports the following network standards: 3G, 4G, and 5G. If the target terminal device supports the following functions: 4G internet access, 4G voice calls, and 5G internet access, and the historical complaint type is network type, then the target terminal device supports the following network standards: 4G and 5G. If the target terminal device supports the following functions: 4G internet access and 4G voice calls, and the historical complaint type is voice call type, then the target terminal device supports the following network standards: 3G and 4G. If the target terminal device supports the following functions: 4G internet access and 4G voice calls, and the historical complaint type is network type, then the target terminal device supports the following network standard: 4G. If the target terminal device supports the following functions: 4G internet access, and the historical complaint type is voice call type, then the target terminal device supports the following network standard: 3G. If the target terminal device supports the following functions: 4G voice calls, and the historical complaint type is network type, then the target terminal device supports the following network standard: 4G.

[0082] Table 1

[0083]

[0084] Understandably, the duplicate complaint early warning device, in determining the target access network equipment, not only eliminates access network equipment with different network standards supported by the target terminal equipment, but also limits the range of target access network equipment to be selected. This greatly reduces the influence of irrelevant access network equipment indicators on the duplicate complaint judgment results, reduces the database storage pressure of the duplicate complaint early warning device, and improves the operating speed. Furthermore, the duplicate complaint early warning device can determine the target access network equipment based on the region where the target user is located at the time of the complaint, the network standard and location of the access network equipment, and the network standards supported by the target terminal equipment. This eliminates the need for manual screening of target access network equipment, improving the efficiency of duplicate complaint early warning.

[0085] Furthermore, the repeat complaint warning method provided in this application can be applied to architectures with a single network standard (e.g., 3G, 4G, or 5G), and can also be applied to architectures with multiple network standards coexisting (e.g., 3G and 4G, 3G and 5G, 4G and 5G, or 3G, 4G, and 5G). This application does not impose any limitations on this.

[0086] In one optional embodiment, the area where the target user is located when making a complaint is a region with the location of the complaint as the origin and a preset distance (i.e., d) as the radius. For example, as Figure 3 As shown, area #1, where the target user is located when making a complaint, is a region with the complaint location as the origin and d = Rmax as the radius. Area #1 includes access network device #1, access network device #2, and access network device #3. Access network devices #1 and #2 have the same network standard as the target terminal device, while access network device #3 has a different network standard. Therefore, in this example, the repeat complaint warning device can identify access network devices #1 and #2 as the target access network devices.

[0087] As one possible implementation, the repeat complaint warning device can configure an identifier (denoted as target identifier) ​​for the target user to indicate that the number of historical complaints is greater than or equal to a first preset threshold. In this way, the repeat complaint warning device can directly determine whether the user is the target user based on the target identifier.

[0088] Optionally, the repeat complaint warning device can also configure information such as validity period, configuration method, and identifier type for the aforementioned target identifier. The identifier type can correspond to the type of historical complaints of the target user. As shown in Table 2 below, the name of the aforementioned target identifier can be "repeat complaint," the validity period of the aforementioned target identifier can be 30 days, the configuration method of the aforementioned target identifier can be manual, and the identifier type of the aforementioned target identifier can be call type (i.e., E1), or network type (i.e., E2), or call type and network type (i.e., E3).

[0089] Table 2

[0090]

[0091] Understandably, the duplicate complaint early warning device configures the target user's identifier with information such as validity period, configuration method, and identifier type (denoted as target user information), and incorporates this target user information into the monitoring database. This excludes ordinary users (i.e., non-target users), storing only the target user's information. This not only ensures the integrity of the target user group to be monitored but also avoids redundant data occupying the monitoring database's storage space. Furthermore, during the process of configuring the target user's information, the duplicate complaint early warning device also configures the identifier type. This allows the device to quickly retrieve the types of historical complaints from the target identifier information, facilitating differentiated early warnings based on different types of historical complaints.

[0092] S202, The repeat complaint early warning device determines whether the parameters of the target terminal device and the parameters of at least one target access network device meet the preset conditions.

[0093] In one optional embodiment, the preset conditions include: determining that the target terminal device has a service perception anomaly based on the parameters of the target terminal device, and determining that at least one target access network device has a service perception anomaly based on the parameters of at least one target access network device.

[0094] As an optional implementation, the process by which the repeat complaint early warning device determines the service perception anomaly of the target terminal device based on its parameters can be as follows: The repeat complaint early warning device can obtain the types of historical complaints against the target terminal device, and determine a method for determining whether the service perception of the target terminal device is abnormal based on the types of historical complaints. The repeat complaint early warning device determines the parameters of the target terminal device using the above-mentioned method, obtains a determination result, and, if the determination result indicates that the service perception of the target terminal device is abnormal, determines whether the service perception anomaly of the target terminal device is indeed abnormal.

[0095] Optionally, the implementation process of the repeated complaint early warning device determining the service perception anomaly of at least one target access network device based on the parameters of at least one target access network device can be understood by referring to the implementation process of the repeated complaint early warning device determining the service perception anomaly of the target terminal device based on the parameters of the target terminal device, and will not be repeated here.

[0096] In one example, the types of historical complaints for the target terminal device may include at least one of the following: call type or network type. The above is merely an exemplary illustration of the types of historical complaints for the target terminal device; other types may also be included, and this application makes no limitation thereon.

[0097] In one optional implementation, whether the service perception of the target terminal device is abnormal can be characterized by a user perception value. For example, if the user perception value is -1, it indicates that the service perception of the target terminal device is normal. If the user perception value is 1, it indicates that the service perception of the target terminal device is abnormal.

[0098] In another alternative implementation, whether the service perception of the at least one target access network device is abnormal can be characterized by the access network device perception value. For example, if the access network device perception value is -1, it indicates that the service perception of the access network device is normal. If the access network device perception value is 1, it indicates that the service perception of the access network device is abnormal.

[0099] Combining the above-mentioned optional implementation methods, the repeat complaint early warning device can determine whether the parameters of the target terminal device and the parameters of at least one target access network device meet preset conditions based on user-perceived values ​​and access network device-perceived values. For example... Figure 4 As shown, when both the user perception value and the access network device perception value are 1, the repeat complaint warning device can determine that the parameters of the target terminal device and at least one target access network device meet preset conditions. When the user perception value is -1 and the access network device perception value is 1, or the user perception value is 1 and the access network device perception value is -1, or the user perception value is -1 and the access network device perception value is -1, the repeat complaint warning device can determine that the parameters of the target terminal device and at least one target access network device do not meet preset conditions.

[0100] It is understood that the duplicate complaint warning method provided in this application embodiment can be summarized and analyzed by the duplicate complaint warning device on the parameters of the target terminal device and the parameters of at least one target access network device, without the need for manual summarization and analysis, thereby reducing the risk of misjudgment of duplicate complaint warning caused by manual summarization and analysis.

[0101] Optionally, if the parameters of the target terminal device and / or the parameters of at least one target access network device do not meet the preset conditions, the process ends (i.e., no complaint warning information is generated).

[0102] Alternatively, if the parameters of the target terminal device and / or at least one target access network device do not meet the preset conditions, the repeat complaint warning device will directly remove the target user's information from the monitoring database.

[0103] Optionally, if the parameters of the target terminal device and / or at least one target access network device do not meet the preset conditions, the repeat complaint warning device can generate complaint judgment result information and send it to the operator's customer service support system. This complaint judgment result information indicates that the probability of the target user making a repeat complaint is less than a second preset threshold. In this way, after receiving the aforementioned complaint judgment result information, the operator's customer service support system can remove the target user's information from the monitoring database.

[0104] If the parameters of the target terminal device and the parameters of at least one target access network device meet the preset conditions, then execute S203.

[0105] S203, The repeat complaint warning device generates complaint warning information.

[0106] Among them, the complaint warning information is used to indicate that the probability of a target user making repeated complaints is greater than or equal to a second preset threshold.

[0107] Optionally, the repeat complaint warning device can set a second preset threshold according to the actual situation. For example, the repeat complaint warning device sets the second preset threshold to 90%. The above is only an exemplary description of the second preset threshold, and the second preset threshold can also be other values, which are not limited in this application.

[0108] In one alternative implementation, after S203 above, the repeat complaint warning device can reconfigure the validity period for the target user and update the new validity period in the monitoring database.

[0109] Optionally, the repeat complaint warning device can add the target user's complaint warning information to the user database. This allows relevant departments of the operator to directly obtain real-time information about the target user's service perception, thereby reducing the cost of manual communication. The repeat complaint warning device can also add the target terminal device's parameters to the user database, so that the device can directly retrieve the target terminal device's parameters from the database based on the target user's identifier.

[0110] Understandably, since the aforementioned user database is only used as the basis for determining repeat complaint warnings and not as the basis for holding individuals accountable for repeat complaints, the aforementioned complaint warning information has a short time frame. Using complaint warning information as the basis for determining repeat complaint warnings can simplify the complaint tracking process, reduce the number of times customer service representatives call back to target users, improve the actual resolution rate of problems, and effectively reduce the probability of target users making repeat complaints.

[0111] In addition, since the aforementioned complaint warning information occupies little memory space, a regular host with average performance can be used as a server to build the aforementioned user database.

[0112] The above technical solution brings at least the following beneficial effects: The duplicate complaint warning method provided in this application involves a duplicate complaint warning device acquiring parameters of a target terminal device and parameters of at least one target access network device, and determining whether the parameters of the target terminal device and at least one target access network device meet preset conditions. If the parameters of the target terminal device and at least one target access network device meet the preset conditions, a complaint warning message is generated indicating that the probability of a target user making a duplicate complaint is greater than or equal to a second preset threshold. Compared to the common technology that determines whether a user makes a duplicate complaint based on conventional network parameters, the method provided in this application determines whether a user makes a duplicate complaint based on the parameters of the target terminal device and at least one target access network device. That is, in the process of determining a duplicate complaint, the duplicate complaint warning device not only refers to the parameters of at least one target access network device but also to the parameters of the target terminal device. This allows for the determination of duplicate complaints based on more comprehensive parameters, making the determination of duplicate complaints more consistent with the actual situation, thereby minimizing the error between the determination result and the actual situation and improving the accuracy of the determination of duplicate complaints.

[0113] Optionally, the process by which the repeat complaint early warning device determines whether the service perception of the target terminal device is abnormal varies depending on the type of the target user's historical complaints. The types of historical complaints from the target user can include at least one of the following: call type or network type. Therefore, it can be divided into the following three cases: Case 1: The historical complaint type is call type. Case 2: The historical complaint type is network type. Case 3: The historical complaint type includes both call type and network type. The following describes the process by which the repeat complaint early warning device determines the service perception abnormality of the target terminal device in each of the above three cases.

[0114] Scenario 1: The historical complaint type is call type.

[0115] In Scenario 1, the parameters of the target terminal device include its voice parameters. These parameters include: call duration and number of calls in a first time period, call duration and number of calls in a second time period, and the number of calls in a third time period. The first time period is any time period before the target time. The second time period is any time period after the target time. The first and second time periods have the same duration. The third time period is any first duration after the target time. The target time is the moment when the network was first optimized based on historical complaint issues. Figure 2 Based on the illustrated method embodiments, this embodiment provides a possible implementation, such as... Figure 5 As shown, the process by which the repeat complaint warning device determines the business perception anomaly of the target terminal device based on the parameters of the target terminal device may include the following steps S501 to S502.

[0116] S501, the repeat complaint warning device determines whether the call duration in the first time period is greater than or equal to the call duration in the second time period, whether the number of calls in the first time period is less than or equal to the number of calls in the second time period, whether the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to a third preset threshold, and whether the number of calls in the third time period is greater than or equal to a fourth preset threshold.

[0117] In some examples, the duration of the first or second time period may be less than the first duration, the duration of the first or second time period may be equal to the first duration, or the duration of the first or second time period may be greater than the first duration. This application does not impose any restrictions on this.

[0118] As an optional implementation, prior to S501 above, the repeat complaint warning device can directly obtain the call volume and voice user volume for the first time period, as well as the call volume and voice user volume for the second time period.

[0119] For example, the first time period can be any day (i.e., 24 hours) before the target time mentioned above, and the second time period can be any day (i.e., 24 hours) after the target time mentioned above.

[0120] As an optional implementation, prior to S501 above, the repeat complaint warning device can first acquire the call volume of multiple first time periods and determine the average of the call volume of the multiple first time periods as the call volume of the first time period recorded in this application. The repeat complaint warning device can first acquire the voice user volume of multiple first time periods and determine the average of the voice user volume of the multiple first time periods as the voice user volume of the first time period recorded in this application.

[0121] Optionally, the implementation process of the repeat complaint early warning device in determining the call volume and voice user volume for the second time period can be understood by referring to the implementation process of the repeat complaint early warning device in determining the call volume and voice user volume for the first time period, and will not be repeated here.

[0122] Optionally, the number of calls in the third time period can be the number of calls between the target terminal device and any terminal device in the communication network other than the target terminal device during the third time period, or it can be the sum of the number of calls between the target terminal device and at least one terminal device in the communication network other than the target terminal device during the third time period.

[0123] If the call duration in the first time period is greater than or equal to the call duration in the second time period, the number of calls in the first time period is less than or equal to the number of calls in the second time period, the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to the third preset threshold, and the number of calls in the third time period is greater than or equal to the fourth preset threshold, then the repeated complaint warning device executes S502.

[0124] In other words, if the voice parameters of the target terminal device meet the following formula 1, the repeat complaint warning device executes S502.

[0125]

[0126] Where Lf is the call duration in the first time period, Mf is the number of calls in the first time period, La is the call duration in the second time period, Ma is the number of calls in the second time period, Mma is the number of calls in the third time period, Lmin is the third preset threshold, and Mmax is the fourth preset threshold.

[0127] S502, The repeated complaint warning device determines that the target terminal device has abnormal business perception.

[0128] Optionally, if the call duration in the first time period is less than the call duration in the second time period, and / or the number of calls in the first time period is greater than the number of calls in the second time period, and / or the ratio of the call duration in the second time period to the number of calls in the second time period is greater than a third preset threshold, and / or the number of calls in the third time period is less than a fourth preset threshold, then the repeat complaint warning device determines that the business perception of the target terminal device is normal.

[0129] Scenario 2: The historical complaint type is online.

[0130] In scenario 2, the method by which the repeat complaint warning device determines the service perception anomaly of the target terminal device based on the parameters of the target terminal device may include the following method 1 and / or method 2. Method 1 and method 2 are described below.

[0131] In Method 1, the parameters of the target terminal device include its network load parameters. These parameters include: traffic and network usage duration for a first time period, and traffic and usage duration for a second time period. Figure 3 Based on the illustrated method embodiments, this embodiment provides a possible implementation, such as... Figure 4 As shown, the process by which the repeat complaint warning device determines the business perception anomaly of the target terminal device based on the parameters of the target terminal device may include the following steps S503 to S504.

[0132] S503, the repeat complaint early warning device determines whether the traffic in the first time period is greater than or equal to the traffic in the second time period, and whether the network usage duration in the first time period is greater than or equal to the network usage duration in the second time period.

[0133] Optionally, the descriptions of the first and second time periods can be understood by referring to the descriptions in the corresponding positions above, and will not be repeated here.

[0134] If the traffic in the first time period is greater than or equal to the traffic in the second time period, and the network usage duration in the first time period is greater than or equal to the network usage duration in the second time period, then the repeated complaint warning device executes S504.

[0135] In other words, if the voice parameters of the target terminal device meet the following formula 2, the repeat complaint warning device executes S504.

[0136]

[0137] Where Ff represents the traffic in the first time period. Lff represents the network usage duration in the first time period. Fa represents the traffic in the second time period. Lfa represents the network usage duration in the second time period.

[0138] S504. The repeated complaint warning device determines that the target terminal device has abnormal business perception.

[0139] Optionally, if the traffic in the first time period is less than the traffic in the second time period, and / or the network usage duration in the first time period is less than the network usage duration in the second time period, the repeat complaint warning device determines that the service perception of the target terminal device is normal.

[0140] In Method 2, the parameters of the target terminal device include its network load parameters. These parameters consist of m consecutive fourth time intervals of traffic. The fourth time interval is the second duration after the target time. m is a positive integer. Figure 2 Based on the illustrated method embodiment, this embodiment provides another possible implementation, such as... Figure 5As shown, the process by which the repeat complaint warning device determines the business perception anomaly of the target terminal device based on the parameters of the target terminal device may include the following steps S505 to S506.

[0141] S505, The repeat complaint early warning device determines whether the ratio of the first ratio to the second ratio is less than or equal to the fifth preset threshold.

[0142] The first ratio is the ratio of the sum of the traffic of any n consecutive fourth time periods to the sum of any n consecutive fourth time periods. The second ratio is the ratio of the sum of the traffic of m consecutive fourth time periods to the sum of m consecutive fourth time periods. n is a positive integer less than m.

[0143] In one example, the second duration may be less than or equal to the duration of the first or second time period, and greater than or equal to the first duration. The above is merely an example of the relationship between the first duration, the second duration, and the duration of the first or second time period, and this application does not impose any limitations on it.

[0144] Optionally, the first ratio can satisfy the following formula 3:

[0145]

[0146] Where V△t is the first ratio. D(x) is the flow rate of the x-th fourth time period among the multiple fourth time periods mentioned above. △t is the fourth time period.

[0147] For example, such as Figure 6 As shown, taking x equals 4 and n equals 3 as an example, the first ratio is the ratio of the sum of the flow rate of the second fourth time period (i.e., Dt2), the flow rate of the third fourth time period (i.e., Dt3), and the flow rate of the fourth fourth time period (i.e., Dt4) to the sum of the three fourth time periods (i.e., Δt).

[0148] Optionally, the second ratio can satisfy the following formula 4:

[0149]

[0150] Where D△t is the second ratio. M is the number of the aforementioned multiple fourth time periods.

[0151] For example, such as Figure 6As shown, taking M equals 8 as an example, the second ratio is the ratio of the sum of the flow rates of the first fourth time period (i.e., Dt1), the second fourth time period (i.e., Dt2), the third fourth time period (i.e., Dt3), the fourth fourth time period (i.e., Dt4), the fifth fourth time period (i.e., Dt5), the sixth fourth time period (i.e., Dt6), the seventh fourth time period (i.e., Dt7), and the eighth fourth time period (i.e., Dt8) to the sum of the eight fourth time periods (i.e., Δt).

[0152] If the ratio of the first ratio to the second ratio is less than or equal to the fifth preset threshold, the repeat complaint warning device executes S506.

[0153] In other words, if the voice parameters of the target terminal device meet the following formula 5, the repeat complaint warning device executes S506.

[0154] V△t / D△t≤FI Formula 5

[0155] Among them, FI is the fifth preset threshold.

[0156] S506, The repeated complaint warning device determines that the target terminal device has abnormal business perception.

[0157] Optionally, if the ratio of the first ratio to the second ratio is greater than the fifth preset threshold, the repeat complaint warning device determines that the business perception of the target terminal device is normal.

[0158] In one optional implementation, when the method by which the repeat complaint early warning device determines whether the target terminal device's service perception is abnormal based on the parameters of the target terminal device includes the following methods 1 and 2, the repeat complaint early warning device's determination of whether the target terminal device's service perception is abnormal based on method 1 can be characterized by a first user perception value, and the repeat complaint early warning device's determination of whether the target terminal device's service perception is abnormal based on method 2 can be characterized by a second user perception value. For example, if the first user perception value or the second user perception value is -1, it indicates that the target terminal device's service perception is normal. If the first user perception value or the second user perception value is 1, it indicates that the target terminal device's service perception is abnormal.

[0159] Combining the above-mentioned optional implementation methods, the repeat complaint early warning device can determine whether the parameters of the target terminal device and the parameters of at least one target access network device meet preset conditions based on the first user's perceived value, the second user's perceived value, and the access network device's perceived value. For example... Figure 7As shown, when the first user perception value is 1, the second user perception value is 1, and the access network device perception value is 1; and / or the first user perception value is 1, the second user perception value is -1, and the access network device perception value is 1; and / or the first user perception value is -1, the second user perception value is 1, and the access network device perception value is -1, the repeat complaint warning device can determine that the parameters of the target terminal device and the parameters of at least one target access network device meet preset conditions.

[0160] Scenario 3: The types of historical complaints are call type and network type.

[0161] In scenario 3, if the repeat complaint warning device determines that the target terminal device has an abnormal service perception based on the call type determination process, and / or the repeat complaint warning device determines that the target terminal device has an abnormal service perception based on the network type determination process, then the repeat complaint warning device determines that the target terminal device has an abnormal service perception.

[0162] If the repeated complaint warning device determines that the target terminal device's service perception is normal based on the call type determination process, then the repeated complaint warning device determines that the target terminal device's service perception is normal.

[0163] Optionally, the process by which the repeat complaint warning device determines whether the service perception of the target terminal device is abnormal based on the call type determination process can refer to S501 to S502 above. The process by which the repeat complaint warning device determines whether the service perception of the target terminal device is abnormal based on the call type determination process can refer to S503 to S504 above.

[0164] Optionally, the process by which the repeat complaint early warning device determines whether the service perception of at least one target access network device is abnormal varies depending on the type of historical complaints. Combining the above three scenarios (i.e., scenario 1, scenario 2, and scenario 3), the implementation process of the repeat complaint early warning device determining whether the service perception of at least one target access network device is abnormal under these three scenarios will be explained below.

[0165] Scenario 1: The historical complaint type is call type.

[0166] In scenario 1, the parameters of the target access network device include its voice parameters. These voice parameters include: traffic volume and voice subscriber volume for the first time period, and traffic volume and voice subscriber volume for the second time period. Figure 2 Based on the illustrated method embodiments, this embodiment provides a possible implementation, such as... Figure 8 As shown, the process by which the repeated complaint warning device determines at least one service perception anomaly of the target access network device based on the parameters of the target access network device may include the following steps S801 to S803.

[0167] S801, the repeat complaint warning device determines a first average value, a second average value, a third average value, and a fourth average value based on parameters of at least one target access network device.

[0168] The first average value is the average traffic volume of at least one target access network device during a first time period. The second average value is the average traffic volume of at least one target access network device during a second time period. The third average value is the average number of voice users of at least one target access network device during the first time period. The fourth average value is the average number of voice users of at least one target access network device during the second time period.

[0169] Optionally, the descriptions of the first and second time periods can be understood by referring to the descriptions in the corresponding positions above, and will not be repeated here.

[0170] S802, the repeat complaint early warning device determines whether the first average value is greater than or equal to the second average value, whether the third average value is greater than or equal to the fourth average value, and whether the third ratio is less than the fourth ratio.

[0171] The third ratio is the ratio of the first average to the third average. The fourth ratio is the ratio of the second average to the fourth average.

[0172] In other words, if the voice parameters of the target terminal device meet the following formula 6, the repeat complaint warning device executes S803.

[0173]

[0174] Where Cf is the call duration in the first time period, Ca is the number of calls in the first time period, Uf is the call duration in the first time period, Ua is the number of calls in the second time period, Cf / Uf is the third ratio, and Ca / Ua is the fourth ratio.

[0175] If the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is less than the fourth ratio, then the repeat complaint warning device executes S803.

[0176] S803, The repeated complaint warning device determines that at least one target access network device has an abnormal service perception.

[0177] Optionally, if the first average value is less than the second average value, the third average value is less than the fourth average value, and the third ratio is greater than or equal to the fourth ratio, the repeat complaint warning device determines that the service perception of at least one target access network device is normal.

[0178] Scenario 2: The historical complaint type is online.

[0179] In scenario 2, the parameters of the target access network device include its network load parameters. These parameters include the physical resource block (PRB) utilization and average traffic during the fifth time period. The fifth time period is any second duration following the target time. Figure 2 Based on the illustrated method embodiments, this embodiment provides a possible implementation, such as... Figure 8 As shown, the process by which the repeated complaint warning device determines at least one service perception anomaly of the target access network device based on the parameters of the target access network device may include the following steps S804 to S806.

[0180] S804, The repeat complaint warning device determines a fifth average value and a sixth average value based on parameters of at least one target access network device.

[0181] The fifth average is the average PRB utilization of at least one target access network device during the fifth time period. The sixth average is the average traffic of at least one target access network device during the fifth time period.

[0182] Optionally, the fifth time period can be a busy period within any 24-hour period on a day following the target time. The busy period can be a preset time period, such as 19:00-23:00 within a day. The busy period can also be a time period within a 24-hour period where the PRB utilization rate is greater than a preset threshold #1, and / or the average traffic is greater than a preset threshold #2. The above are merely two exemplary descriptions of busy periods, and this application does not impose any limitations on them.

[0183] S805, the repeat complaint early warning device determines whether the fifth average value is greater than or equal to the sixth preset threshold, and whether the sixth average value is greater than or equal to the seventh preset threshold.

[0184] In other words, if the voice parameters of the target terminal device meet the following formula 7, the repeat complaint warning device executes S806.

[0185]

[0186] Wherein, PRB is the fifth average value. Laa is the sixth average value. SI is the sixth preset threshold. SE is the seventh preset threshold.

[0187] If the fifth average value is greater than or equal to the sixth preset threshold, and the sixth average value is greater than or equal to the seventh preset threshold, then the repeat complaint warning device executes S806.

[0188] S806, The repeated complaint warning device determines that at least one target access network device has an abnormal service perception.

[0189] Optionally, if the fifth average value is less than the sixth preset threshold, and / or the sixth average value is less than the seventh preset threshold, the repeat complaint warning device determines that the service perception of at least one target access network device is normal.

[0190] In one possible implementation, the repeat complaint early warning device can further determine whether the service perception of at least one target access network device is abnormal based on the throughput and network user volume in a first time period and the throughput and network user volume in a second time period. The implementation process is as follows: the repeat complaint early warning device can determine a seventh average value, an eighth average value, a ninth average value, and a tenth average value based on the parameters of at least one target access network device. If the seventh average value is greater than or equal to the eighth average value, and the ninth average value is greater than or equal to the tenth average value, the service perception of at least one target access network device is determined to be abnormal. If the seventh average value is less than the eighth average value, and the ninth average value is less than the tenth average value, the service perception of at least one target access network device is determined to be normal. Wherein, the seventh average value is the average throughput of at least one target access network device in the first time period. The eighth average value is the average throughput of at least one target access network device in the second time period. The ninth average value is the average network user volume of at least one target access network device in the first time period. The tenth average value is the average network user volume of at least one target access network device in the second time period.

[0191] Scenario 3: The types of historical complaints are call type and network type.

[0192] In scenario 3, if the repeat complaint warning device determines that at least one target access network device has a service perception abnormality based on the call type determination process, and / or the repeat complaint warning device determines that at least one target access network device has a service perception abnormality based on the network type determination process, then the repeat complaint warning device determines that at least one target access network device has a service perception abnormality.

[0193] If the repeated complaint warning device determines that the service perception of at least one target access network device is normal based on the call type determination process, and the repeated complaint warning device determines that the service perception of at least one target access network device is normal based on the network type determination process, then the repeated complaint warning device determines that the service perception of at least one target access network device is normal.

[0194] Optionally, the process by which the repeat complaint warning device determines whether the service perception of at least one target access network device is abnormal based on the call type determination process can refer to S801 to S803 above. The process by which the repeat complaint warning device determines whether the service perception of at least one target access network device is abnormal based on the network type determination process can refer to S804 to S806 above.

[0195] In summary, the target parameters can include different parameters depending on the type of historical complaint. For example, if the historical complaint type is voice-related, the target parameters include voice parameters, while if the historical complaint type is network-related, the target parameters include network load parameters. Even when the historical complaint issue is the same, the parameters included in the target terminal device and the target access network device also differ. Table 3 below shows the parameters included in the target access network device and the target terminal device under different types of historical complaints.

[0196] When the type of historical complaint is a call, the target parameters include the voice parameters of the target terminal device. The voice parameters of the target terminal device may include: the call duration and number of calls in the first time period, the call duration and number of calls in the second time period, and the number of calls in the third time period.

[0197] When the type of historical complaint is a call, the target parameters include the voice parameters of the target access network device. The voice parameters of the target access network device may include: the traffic volume and voice user volume in the first time period, and the traffic volume and voice user volume in the second time period.

[0198] When the type of historical complaint is network type, the target parameters include the network load parameters of the target terminal device. The network load parameters of the target terminal device may include: traffic and network usage duration in the first time period and traffic and usage duration in the second time period, and / or traffic in each of the multiple fourth time periods.

[0199] When the type of historical complaint is network type, the target parameters include the network load parameters of the target access network device, which may include: the physical resource block (PRB) utilization and average traffic for the fifth time period.

[0200] Table 3

[0201]

[0202] The above technical solution brings at least the following beneficial effects: The repeat complaint warning method provided in this application allows the repeat complaint warning device to obtain voice parameters and / or network load parameters corresponding to the types of historical complaints of the target user, and to determine whether to generate complaint warning information based on the voice parameters and / or network load parameters corresponding to the types of historical complaints. This enables the device to quickly make differentiated warnings for different types of complaints.

[0203] Optional, such as Figure 9 As shown, the repeat complaint warning method provided in this application embodiment may further include: the repeat complaint warning device can determine that the terminal device corresponding to the target user with the target identifier is the target terminal device, and obtain the target information of the target terminal device. The target information may include the location of the target user when making the complaint, the type of historical complaints, the functions supported by the target terminal device, and the time when the network was first optimized based on the historical complaint issues (i.e., the target time).

[0204] The repeat complaint warning device can determine the network standard supported by the target terminal device based on the types of historical complaints and the functions supported by the target terminal device, determine the area where the target user is located when making the complaint based on the location of the target user, and identify the access network device with the same network standard as the target terminal device within the area where the target user is located when making the complaint as the target access network device.

[0205] When the historical complaint type is a call, the repeat complaint warning device can obtain the voice parameters of the target terminal device and at least one target access network device. Based on the voice parameters of the target terminal device, it determines the user perception value of the call type, and based on the voice parameters of the at least one target access network device, it determines the access network device perception value of the call type. It then determines whether the sum of the user perception value and the access network device perception value of the call type is greater than or equal to a perception value threshold. If the sum of the user perception value and the access network device perception value of the call type is greater than or equal to the perception value threshold, the repeat complaint warning device generates a complaint warning message. If the sum of the user perception value and the access network device perception value of the call type is less than the perception value threshold, the repeat complaint warning device does not generate a complaint warning message.

[0206] When the historical complaint type is network type, the repeat complaint warning device can obtain the network parameters of the target terminal device and the network parameters of at least one target access network device. Based on the network parameters of the target terminal device, it determines the user perception value of the network type, and based on the network parameters of the at least one target access network device, it determines the access network device perception value of the network type. It then determines whether the sum of the user perception value of the network type and the access network device perception value of the network type is greater than or equal to a perception value threshold. If the sum of the user perception value of the network type and the access network device perception value of the network type is greater than or equal to the perception value threshold, the repeat complaint warning device generates a complaint warning message. If the sum of the user perception value of the network type and the access network device perception value of the network type is less than the perception value threshold, the repeat complaint warning device does not generate a complaint warning message.

[0207] If the types of historical complaints include call type and network type, the repeat complaint warning device generates a complaint warning message if it is determined whether the sum of the user perception value and the access network device perception value for the call type is greater than or equal to the perception value threshold, and / or whether the sum of the user perception value and the access network device perception value for the network type is greater than or equal to the perception value threshold; otherwise, the repeat complaint warning device does not generate a complaint warning message.

[0208] It is understood that the aforementioned method for issuing a duplicate complaint warning can be implemented by a duplicate complaint warning device. To achieve the above functions, the duplicate complaint warning device includes hardware structures and / or software modules corresponding to the execution of each function. Those skilled in the art should readily recognize that, based on the modules and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein, the embodiments disclosed in this application can be implemented in hardware or a combination of hardware and computer software. Whether a function is executed in hardware or by computer software driving hardware depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of the embodiments disclosed in this application.

[0209] The embodiments disclosed in this application can divide the repeat complaint early warning device generated according to the above method example into functional modules. For example, each function can be divided into its own functional module, or two or more functions can be integrated into one processing module. The integrated module can be implemented in hardware or as a software functional module. It should be noted that the module division in the embodiments disclosed in this application is illustrative and only represents one logical functional division. In actual implementation, there may be other division methods.

[0210] Figure 10 This is a schematic diagram of a repeat complaint early warning device provided in an embodiment of the present invention. Figure 10 As shown, the repeat complaint warning device 100 can be used to perform... Figure 2 , Figures 5-6 , Figures 8-9 The repeated complaint warning method shown is described. The repeated complaint warning device 100 includes a communication unit 1001 and a processing unit 1002.

[0211] Communication unit 1001 is used to acquire parameters of a target terminal device and parameters of at least one target access network device; the target terminal device is the terminal device corresponding to a target user whose historical complaint count is greater than or equal to a first preset threshold; the target access network device is located in the area where the target user is located when making the complaint, and the network standard of the target access network device is the network standard supported by the target terminal device; the parameters include voice parameters and / or network load parameters; when the parameters of the target terminal device and the parameters of at least one target access network device meet preset conditions, processing unit 1002 is used to generate complaint warning information, the complaint warning information being used to characterize that the probability of the target user making repeated complaints is greater than or equal to a second preset threshold.

[0212] In one possible implementation, the preset conditions include: service perception anomaly of the target terminal device determined based on the parameters of the target terminal device, and service perception anomaly of at least one target access network device determined based on the parameters of at least one target access network device.

[0213] In one possible implementation, when the target user's historical complaint type is a call type, the parameters of the target terminal device include the voice parameters of the target terminal device; the voice parameters of the target terminal device include: the call duration and number of calls in a first time period, the call duration and number of calls in a second time period, and the number of calls in a third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the third time period is any first duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint issue.

[0214] In one possible implementation, if the call duration in the first time period is greater than or equal to the call duration in the second time period, the number of calls in the first time period is less than or equal to the number of calls in the second time period, the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to a third preset threshold, and the number of calls in the third time period is greater than or equal to a fourth preset threshold, the processing unit 1002 is further configured to determine that the target terminal device has a service perception anomaly.

[0215] In one possible implementation, when the target user's historical complaint type is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic and network usage duration in a first time period, and traffic and usage duration in a second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the target time is the moment when the network is first optimized based on the historical complaint issues.

[0216] In one possible implementation, if the traffic in the first time period is greater than or equal to the traffic in the second time period, and the network usage duration in the first time period is greater than or equal to the network usage duration in the second time period, the processing unit 1002 is further configured to determine a service perception anomaly in the target terminal device.

[0217] In one possible implementation, when the target user's historical complaint type is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic of m consecutive fourth time periods; the fourth time period is the second duration after the target time; the target time is the time when the network is first optimized based on the historical complaint issues; m is a positive integer.

[0218] In one possible implementation, if the ratio of the first ratio to the second ratio is less than or equal to a fifth preset threshold, the processing unit 1002 is further configured to determine a service perception anomaly of the target terminal device; the first ratio is the ratio of the sum of traffic in any n consecutive fourth time periods to the sum of any n consecutive fourth time periods; the second ratio is the ratio of the sum of traffic in any m consecutive fourth time periods to the sum of m consecutive fourth time periods; n is a positive integer less than m.

[0219] In one possible implementation, when the target user's historical complaint type is a call type, the parameters of the target access network device include the voice parameters of the target access network device; the voice parameters of the target access network device include: the traffic volume and voice user volume in a first time period, and the traffic volume and voice user volume in a second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are of the same duration; the target time is the moment when the network is first optimized based on the historical complaint issues.

[0220] In one possible implementation, the processing unit 1002 is further configured to determine a first average value, a second average value, a third average value, and a fourth average value based on parameters of at least one target access network device; the first average value is the average traffic volume of at least one target access network device over a first time period; the second average value is the average traffic volume of at least one target access network device over a second time period; the third average value is the average voice user volume of at least one target access network device over a first time period; and the fourth average value is the average voice user volume of at least one target access network device over a second time period. If the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is less than the fourth ratio, the processing unit 1002 is further configured to determine a service perception anomaly in at least one target access network device; the third ratio is the ratio of the first average value to the third average value; and the fourth ratio is the ratio of the second average value to the fourth average value.

[0221] In one possible implementation, when the type of the target user's historical complaint is network type, the parameters of the target access network device include the network load parameters of the target access network device; the network load parameters of the target access network device include: the physical resource block (PRB) utilization rate and average traffic in the fifth time period; the fifth time period is any second duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint.

[0222] In one possible implementation, the processing unit 1002 is further configured to determine a fifth average value and a sixth average value based on parameters of at least one target access network device; the fifth average value is the average PRB utilization rate of at least one target access network device over a fifth time period; the sixth average value is the average traffic of at least one target access network device over a fifth time period; if the fifth average value is greater than or equal to a sixth preset threshold and the sixth average value is greater than or equal to a seventh preset threshold, the processing unit 1002 is further configured to determine that the service perception of at least one target access network device is abnormal.

[0223] In one possible implementation, the area where the target user is located when making a complaint is a region formed with the location of the complaint as the origin and a preset distance as the radius.

[0224] In implementing the functions of the integrated modules described above using hardware, this embodiment of the invention provides a possible structural schematic diagram of the repeat complaint early warning device involved in the above embodiments. For example... Figure 11 As shown, a repeat complaint warning device 110, for example, is used to perform... Figure 2 , Figures 5-6 , Figures 8-9 The illustrated method for issuing a warning for repeated complaints is as follows. The repeated complaint warning device 110 includes a processor 1101, a memory 1102, a bus 1103, and a communication interface 1104. The processor 1101 and the memory 1102 can be connected via the bus 1103.

[0225] Processor 1101 is the control center of the user equipment and can be a single processor or a collective term for multiple processing elements. For example, processor 1101 can be a general-purpose central processing unit (CPU) 1102 or other general-purpose processors. The general-purpose processor can be a microprocessor or any conventional processor.

[0226] As one embodiment, processor 1101 may include one or more CPUs, for example Figure 11 CPU 0 and CPU 1 are shown in the diagram.

[0227] The memory 1102 may be a read-only memory (ROM) or other type of static storage device capable of storing static information and instructions, random access memory (RAM) or other type of dynamic storage device capable of storing information and instructions, or electrically erasable programmable read-only memory (EEPROM), disk storage medium or other magnetic storage device, or any other medium capable of carrying or storing desired program code in the form of instructions or data structures and accessible by a computer, but is not limited thereto.

[0228] As one possible implementation, the memory 1102 can exist independently of the processor 1101. The memory 1102 can be connected to the processor 1101 via the bus 1103 and is used to store instructions or program code. When the processor 1101 calls and executes the instructions or program code stored in the memory 1102, it can implement the map drawing method provided in this embodiment of the invention.

[0229] In another possible implementation, the memory 1102 can also be integrated with the processor 1101.

[0230] Bus 1103 can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. This bus can be divided into address bus, data bus, control bus, etc. For ease of representation, Figure 11 The bus is represented by a single thick line, but this does not mean that there is only one bus or one type of bus.

[0231] Communication interface 1104 is used to connect with other devices via a communication network. This communication network can be Ethernet, a wireless access network, a wireless local area network (WLAN), etc. Communication interface 1104 may include a communication unit 1001 for receiving data.

[0232] In one design, the communication interface of the repeat complaint early warning device 110 provided in this embodiment of the invention can also be integrated into the processor.

[0233] As an example, combined Figure 11 The processing unit 1002 in the repeat complaint early warning device performs the same functions as... Figure 11 The processor 1101 in it has the same function.

[0234] It should be pointed out that, Figure 11 The structure shown does not constitute a limitation on the repeat complaint warning device 110. Except... Figure 11 In addition to the components shown, the repeat complaint warning device 110 may include more or fewer components than shown, or combine certain components, or have different component arrangements.

[0235] Through the above description of the embodiments, those skilled in the art will clearly understand that, for the sake of convenience and brevity, only the division of the above functional modules is used as an example. In practical applications, the above functions can be assigned to different functional modules as needed, that is, the internal structure of the device can be divided into different functional modules to complete all or part of the functions described above. The specific working process of the system, device, and unit described above can be referred to the corresponding process in the foregoing method embodiments, and will not be repeated here.

[0236] This disclosure also provides a computer-readable storage medium storing instructions that, when executed by a processor of an electronic device, enable the electronic device to perform the repeat complaint warning method provided in the embodiments of this disclosure described above.

[0237] This disclosure also provides a computer program product containing instructions that, when run on an electronic device, cause the electronic device to execute the repeat complaint warning method provided in the above-described embodiments of this disclosure.

[0238] The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples (a non-exhaustive list) of computer-readable storage media include: electrical connections having one or more wires; portable computer disks; hard disks; random access memory (RAM); read-only memory (ROM); erasable programmable read-only memory (EPROM); registers; hard disks; optical fibers; portable compact disc read-only memory (CD-ROM); optical storage devices; magnetic storage devices; or any suitable combination thereof; or any other form of computer-readable storage medium known in the art. An exemplary storage medium is coupled to a processor, enabling the processor to read information from and write information to the storage medium. Of course, the storage medium may also be a component of the processor. The processor and the storage medium may reside in an application-specific integrated circuit (ASIC). In the embodiments of this application, the computer-readable storage medium can be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, apparatus, or device.

[0239] The above are merely specific embodiments of this application, but the scope of protection of this application is not limited thereto. Any variations or substitutions within the technical scope disclosed in this application should be included within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.

Claims

1. A method for issuing early warnings of repeated complaints, characterized in that, include: The parameters of the target terminal device and at least one target access network device are obtained; the target terminal device is the terminal device corresponding to the target user whose historical complaint count is greater than or equal to a first preset threshold; the target access network device is located in the area where the target user is located when the complaint is filed, and the network standard of the target access network device is the network standard supported by the target terminal device; the parameters include voice parameters and / or network load parameters. When the parameters of the target terminal device and the parameters of the at least one target access network device meet preset conditions, a complaint warning message is generated. The complaint warning message is used to indicate that the probability of the target user making repeated complaints is greater than or equal to a second preset threshold. The preset conditions include: service perception anomaly of the target terminal device determined based on the parameters of the target terminal device, and service perception anomaly of the at least one target access network device determined based on the parameters of the at least one target access network device. When the historical complaint type of the target user is a call type, the parameters of the target terminal device include the voice parameters of the target terminal device; the voice parameters of the target terminal device include: call duration and number of calls in a first time period, call duration and number of calls in a second time period, and number of calls in a third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the third time period is any first duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint issue; if the call duration in the first time period is greater than or equal to the call duration in the second time period, the number of calls in the first time period is less than or equal to the number of calls in the second time period, the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to a third preset threshold, and the number of calls in the third time period is greater than or equal to a fourth preset threshold, then the service perception of the target terminal device is determined to be abnormal; When the type of the historical complaint issue of the target user is network type, the parameters of the target access network device include the network load parameters of the target access network device; the network load parameters of the target access network device include: physical resource block (PRB) utilization and average traffic in the fifth time period; the fifth time period is any second duration after the target time; the target time is the time when the network is first optimized based on the historical complaint issue; Based on the parameters of the at least one target access network device, a fifth average value and a sixth average value are determined; the fifth average value is the average PRB utilization rate of the at least one target access network device during a fifth time period; the sixth average value is the average traffic of the at least one target access network device during a fifth time period. If the fifth average value is greater than or equal to the sixth preset threshold, and the sixth average value is greater than or equal to the seventh preset threshold, the service perception of the at least one target access network device is determined to be abnormal.

2. The method according to claim 1, characterized in that, If the type of the target user's historical complaints is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; The network load parameters of the target terminal device include: traffic and network usage duration in the first time period, and traffic and usage duration in the second time period; The first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the target time is the moment when the network is first optimized based on historical complaint issues.

3. The method according to claim 2, characterized in that, The method further includes: If the traffic in the first time period is greater than or equal to the traffic in the second time period, and the network usage duration in the first time period is greater than or equal to the network usage duration in the second time period, the target terminal device is determined to have an abnormal service perception.

4. The method according to claim 1, characterized in that, If the type of the target user's historical complaints is network type, the parameters of the target terminal device include the network load parameters of the target terminal device; The network load parameters of the target terminal device include: traffic for m consecutive fourth time periods; the fourth time period is the second duration after the target time; the target time is the time when the network is first optimized based on historical complaint issues; and m is a positive integer.

5. The method according to claim 4, characterized in that, The method further includes: If the ratio of the first ratio to the second ratio is less than or equal to a fifth preset threshold, the target terminal device is determined to have a service perception anomaly; the first ratio is the ratio of the sum of traffic in any n consecutive fourth time periods out of the m consecutive fourth time periods to the sum of any n consecutive fourth time periods; the second ratio is the ratio of the sum of traffic in the m consecutive fourth time periods to the sum of the m consecutive fourth time periods; where n is a positive integer less than m.

6. The method according to claim 1, characterized in that, If the type of the target user's historical complaint is a call type, the parameters of the target access network device include the voice parameters of the target access network device; The voice parameters of the target access network device include: traffic volume and voice user volume in the first time period, and traffic volume and voice user volume in the second time period; The first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the target time is the moment when the network is first optimized based on historical complaint issues.

7. The method according to claim 6, characterized in that, The method further includes: Based on the parameters of the at least one target access network device, a first average value, a second average value, a third average value, and a fourth average value are determined; the first average value is the average traffic volume of the at least one target access network device in a first time period; the second average value is the average traffic volume of the at least one target access network device in a second time period; the third average value is the average voice user volume of the at least one target access network device in the first time period; and the fourth average value is the average voice user volume of the at least one target access network device in the second time period. If the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is less than the fourth ratio, the service perception of the at least one target access network device is determined to be abnormal; the third ratio is the ratio of the first average value to the third average value; and the fourth ratio is the ratio of the second average value to the fourth average value.

8. The method according to any one of claims 1-7, characterized in that, The area where the target user is located when making a complaint is defined as an area with the location of the complaint as the origin and a preset distance as the radius.

9. A repeat complaint early warning device, characterized in that, include: Communication unit and processing unit; The communication unit is used to acquire parameters of a target terminal device and parameters of at least one target access network device; the target terminal device is the terminal device corresponding to a target user whose historical complaint count is greater than or equal to a first preset threshold; the target access network device is located in the area where the target user is located when the complaint is filed, and the network standard of the target access network device is the network standard supported by the target terminal device; the parameters include voice parameters and / or network load parameters. When the parameters of the target terminal device and the parameters of the at least one target access network device meet preset conditions, the processing unit is used to generate complaint warning information, which is used to characterize that the probability of the target user making repeated complaints is greater than or equal to a second preset threshold. The preset conditions include: service perception anomaly of the target terminal device determined based on the parameters of the target terminal device, and service perception anomaly of the at least one target access network device determined based on the parameters of the at least one target access network device. When the historical complaint type of the target user is a call type, the parameters of the target terminal device include the voice parameters of the target terminal device; the voice parameters of the target terminal device include: call duration and number of calls in a first time period, call duration and number of calls in a second time period, and number of calls in a third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period have the same duration; the third time period is any first duration after the target time; the target time is the moment when the network is first optimized based on the historical complaint issue; when the call duration in the first time period is greater than or equal to the call duration in the second time period, the number of calls in the first time period is less than or equal to the number of calls in the second time period, the ratio of the call duration in the second time period to the number of calls in the second time period is less than or equal to a third preset threshold, and the number of calls in the third time period is greater than or equal to a fourth preset threshold, the processing unit is further configured to determine that the service perception of the target terminal device is abnormal; When the type of the historical complaint issue of the target user is network type, the parameters of the target access network device include the network load parameters of the target access network device; the network load parameters of the target access network device include: physical resource block (PRB) utilization and average traffic in the fifth time period; the fifth time period is any second duration after the target time; the target time is the time when the network is first optimized based on the historical complaint issue; The processing unit is further configured to determine a fifth average value and a sixth average value based on the parameters of the at least one target access network device; the fifth average value is the average PRB utilization rate of the at least one target access network device over a fifth time period; and the sixth average value is the average traffic of the at least one target access network device over a fifth time period. If the fifth average value is greater than or equal to the sixth preset threshold, and the sixth average value is greater than or equal to the seventh preset threshold, the processing unit is further configured to determine that the service perception of the at least one target access network device is abnormal.

10. A repeat complaint early warning device, characterized in that, include: A processor and a communication interface; the communication interface is coupled to the processor, the processor being used to run computer programs or instructions to implement the repeat complaint warning method as described in any one of claims 1-8.

11. A computer-readable storage medium storing instructions, characterized in that, When the computer executes the instruction, the computer performs the repeat complaint warning method as described in any one of claims 1-8.

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