Method, device and medium for automatically intercepting and identifying complaints of home broadband network

Abstract

The application provides a kind of home broadband network complaint automatic interception identification method, device, equipment and medium, including obtaining the customer complaint number and customer complaint time pushed by call center system;In the case where the time interval of customer complaint time and current time is less than first threshold, the first key field in customer broadband data matched with customer complaint number and valid announcement is fuzzy matched;In the case where fuzzy matching is successful, customer complaint information is intercepted and first status field is returned to call center system;In the case where fuzzy matching is unsuccessful or time interval is greater than or equal to first threshold, the second key field in invalid announcement of customer broadband data and invalid time within second threshold is fuzzy matched;In the case where fuzzy matching is successful, customer complaint information is intercepted and second status field is returned to call center system, thereby completing the transition from manual interception to automatic intelligent interception, and improving the efficiency of home broadband complaint processing.

Description

Technical Field

[0001] This invention relates to the field of home broadband technology for telecommunications operators, and in particular to an automatic interception and identification method, apparatus, device, and medium for home broadband network complaints. Background Technology

[0002] With the rapid expansion of telecommunications operators' full range of services and sluggish business growth, group services such as home customer services and corporate customer services have become a blue ocean for major telecommunications operators to seize business opportunities. For example, corporate internet leased line services, corporate voice leased line services, and home broadband services have become blue oceans for major telecommunications operators to seize business opportunities due to their large number of users and relatively stable staff. However, with the rapid expansion of services, network expansion and maintenance cannot keep up with the pace of service promotion, resulting in a significant increase in complaints and putting great pressure on user services.

[0003] For home broadband services, when network upgrades or engineering cutovers cause network failures that last for an extended period, a large number of home broadband complaints are received. Currently, the existing methods for handling home broadband complaints are rather rudimentary and simplistic. Customer service personnel manually log into multiple different systems, using fragmented and single functions to query complaint forms, resources, alarms, engineering announcements, and other information. They then manually analyze the specific causes to respond to customers. This process is time-consuming, and if the customer service department cannot effectively intercept the complaint, it is immediately forwarded to the network department for processing. This method of handling home broadband complaints is not only manpower-intensive but also inefficient due to the tedious and time-consuming manual verification and analysis. Summary of the Invention

[0004] This invention provides an automatic interception and identification method, device, equipment, and medium for home broadband network complaints, which solves the problem that the existing technology uses manual interception at the customer service center to handle home broadband complaints, resulting in tedious and time-consuming manual verification and analysis. This invention improves the efficiency of customer service complaint handling and alleviates the complaint handling pressure on the customer service center.

[0005] This invention provides an automatic interception and identification method for complaints about home broadband networks, including:

[0006] Obtain customer complaint information pushed by the call center system, the customer complaint information including the customer complaint number and the time of the customer complaint;

[0007] If the time interval between the customer complaint time and the current time is less than a first threshold, perform a fuzzy match between the customer broadband data matching the customer complaint number and the first key field in the valid announcement;

[0008] If the fuzzy match is successful, the customer complaint information is intercepted and a first status field is returned to the call center system;

[0009] If the fuzzy match fails or the time interval is greater than or equal to the first threshold, the customer broadband data is fuzzy matched with the second key field in the failure announcement within the second threshold, wherein the first threshold is obtained based on the second threshold.

[0010] If a fuzzy match is successful, the customer complaint information is intercepted and a second status field is returned to the call center system.

[0011] According to the automatic interception and identification method for home broadband network complaints provided by the present invention, the functional relationship between the first threshold and the second threshold is as follows:

[0012]

[0013] Where K1 is the first threshold, K2 is the second threshold; n is the number of complaints processed; l is the number of times the returned field is not the first status field; j is the number of steps involved in processing the complaint; t ij The time consumed in the j-th step of processing the i-th complaint.

[0014] According to the present invention, an automatic interception and identification method for home broadband network complaints is provided. The customer broadband data includes the customer broadband account, optical line terminal (OLT) network element information and the customer broadband address. The OLT network element information includes the name of the OLT, the name of the passive optical network (PON) port of the optical line terminal, and the identifier of the passive optical network (PON_ID).

[0015] The first key fields include the first announcement type field, the first target affected number field, the first network element name field, the first device name field, the first OLT network element field, and the first fault cause field;

[0016] The second key field includes the second announcement type field, the second target affected number field, the second network element name field, the second device name field, the second OLT network element field, and the second fault cause field.

[0017] According to the present invention, an automatic interception and identification method for home broadband network complaints is provided, wherein the step of performing fuzzy matching between customer broadband data matching the customer complaint number and the first key field in the valid announcement specifically includes:

[0018] If the first target affected number field contains the customer's broadband account, it is determined that the first target affected number field and the customer's broadband account have successfully matched fuzzily.

[0019] If the first target affected number field does not contain the customer broadband account, a fuzzy match is performed on the OLT network element information or the customer broadband address based on the first announcement type field.

[0020] The step of performing fuzzy matching between the customer broadband data and the second key field in the failure announcement within the second threshold time specifically includes:

[0021] If the second target affected number field contains the customer's broadband account, it is determined that the second target affected number field and the customer's broadband account have successfully matched fuzzily.

[0022] If the second target affected number field does not contain the customer's broadband account, a fuzzy match is performed on the OLT network element information or the customer's broadband address based on the second announcement type field.

[0023] According to the present invention, an automatic interception and identification method for home broadband network complaints is provided, wherein the step of performing fuzzy matching on the OLT network element information or the customer broadband address based on the first announcement type field specifically includes:

[0024] When the first announcement type field is a valid mutual inductance announcement, a fuzzy match is performed between the name of the OLT and the first network element name field, or a fuzzy match is performed between the OLTPON port name and the first network element name field, or a fuzzy match is performed between the name of the OLT and the first device name field, or a fuzzy match is performed between the name of the OLT and the PON_ID and the first device name field.

[0025] If the first announcement type field is a valid online investment announcement, perform a fuzzy match between the OLT name and the first OLT network element field, or perform a fuzzy match between the customer broadband address and the first fault cause field.

[0026] The step of performing fuzzy matching on the OLT network element information or the customer broadband address based on the second announcement type field specifically includes:

[0027] When the second announcement type field is a failed mutual inductance announcement, a fuzzy match is performed between the name of the OLT and the second network element name field, or a fuzzy match is performed between the OLTPON port name and the second network element name field, or a fuzzy match is performed between the name of the OLT and the second device name field, or a fuzzy match is performed between the name of the OLT and the PON_ID and the second device name field.

[0028] If the second announcement type field is an invalid online betting announcement, perform a fuzzy match between the OLT name and the second OLT network element field, or perform a fuzzy match between the customer broadband address and the second fault reason field.

[0029] According to the present invention, an automatic interception and identification method for home broadband network complaints is provided, wherein the step of performing fuzzy matching between customer broadband data matching the customer complaint number and the first key field in the valid announcement specifically includes:

[0030] A fuzzy match is performed between the customer broadband account and the first target affected number field, or a fuzzy match is performed between the OLT network element information or the customer broadband address based on the first announcement type field;

[0031] The step of performing fuzzy matching between the customer broadband data and the second key field in the failure announcement within the second threshold time specifically includes:

[0032] A fuzzy match is performed between the customer broadband account and the second target affected number field, or a fuzzy match is performed between the OLT network element information or the customer broadband address based on the second announcement type field.

[0033] According to the present invention, an automatic interception and identification method for home broadband network complaints, after performing fuzzy matching between the customer's broadband data and the second key field in the failure announcement within a second threshold time, the method further includes:

[0034] If a fuzzy match fails, the customer complaint number is transferred to the call center system to notify the call center system to handle the matter manually.

[0035] The present invention also provides an automatic interception and identification device for home broadband network complaints, comprising:

[0036] The acquisition unit is used to acquire customer complaint information pushed by the call center system, the customer complaint information including the customer complaint number and the time of the customer complaint.

[0037] The first matching unit is used to perform fuzzy matching between the customer broadband data matching the customer complaint number and the first key field in the valid announcement when the time interval between the customer complaint time and the current time is less than a first threshold.

[0038] The first interception unit is used to intercept the customer complaint information and return a first status field to the call center system when the fuzzy match is successful.

[0039] The second matching unit is used to perform fuzzy matching on the customer broadband data and the second key field in the failure announcement with the failure time within the second threshold when the fuzzy matching fails or the time interval is greater than or equal to the first threshold, wherein the first threshold is obtained based on the second threshold.

[0040] The second interception unit is used to intercept the customer complaint information and return a second status field to the call center system if the fuzzy match is successful.

[0041] The present invention also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the program to implement the automatic interception and identification method for broadband network complaints as described above.

[0042] The present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the automatic interception and identification method for broadband network complaints as described above.

[0043] The present invention also provides a computer program product, including a computer program that, when executed by a processor, implements the automatic interception and identification method for broadband network complaints as described above.

[0044] The present invention provides an automatic interception and identification method, apparatus, device, and medium for home broadband network complaints. It acquires the customer complaint number and complaint time pushed by the call center system. Then, if the time interval between the customer complaint time and the current time is less than a first threshold, it performs a fuzzy match between the customer broadband data matching the customer complaint number and a first key field in a valid announcement. If the fuzzy match is successful, the customer complaint information is intercepted and a first status field is returned to the call center system. If the fuzzy match is unsuccessful or the time interval is greater than or equal to the first threshold, it performs a fuzzy match between the customer broadband data and a second key field in an invalidation announcement whose expiration time is within a second threshold. The first threshold is obtained based on the second threshold. Thus, by performing a fuzzy match between the customer broadband data in the customer complaint information and the key fields in the announcement, and by batch intercepting customer complaints based on the fuzzy match results, it achieves a transformation from manual interception to automatic intelligent interception, thereby greatly improving the efficiency of home broadband complaint handling and further reducing the workload of customer service centers, thus significantly reducing complaint handling costs and pressure. Attached Figure Description

[0045] To more clearly illustrate the technical solutions in this invention or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are some embodiments of this invention. For those skilled in the art, other drawings can be obtained from these drawings without creative effort.

[0046] Figure 1 This is one of the flowcharts illustrating the automatic interception and identification method for home broadband network complaints provided by the present invention;

[0047] Figure 2 This is the second flowchart illustrating the automatic interception and identification method for home broadband network complaints provided by this invention;

[0048] Figure 3 This is the third flowchart of the automatic interception and identification method for home broadband network complaints provided by the present invention;

[0049] Figure 4 This is a schematic diagram of the automatic interception and identification device for home broadband network complaints provided by the present invention;

[0050] Figure 5 This is a schematic diagram of the structure of the electronic device provided by the present invention. Detailed Implementation

[0051] To make the objectives, technical solutions, and advantages of this invention clearer, the technical solutions of this invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some, not all, of the embodiments of this invention. All other embodiments obtained by those skilled in the art based on the embodiments of this invention without creative effort are within the scope of protection of this invention.

[0052] The following is combined with Figures 1-3 This invention describes an automatic interception and identification method for complaints about home broadband networks.

[0053] Figure 1 This is one of the flowcharts illustrating the automatic interception and identification method for home broadband network complaints provided by the present invention, such as... Figure 1 As shown, the method includes:

[0054] Step S1: Obtain customer complaint information pushed by the call center system, wherein the customer complaint information includes the customer complaint number and the time of the customer complaint;

[0055] It should be noted that "home broadband network" refers to a home broadband network. This invention is applied to a network complaint support system. The interactive voice response (IVR) module in the NGCC call center system establishes a data interface with the network complaint support system. When a user makes a complaint to the call center system, the IVR module in the call center system will intercept the complaint through a fault blocking switch. For complaints about home broadband networks, the call center system will push the user's complaint call to the network complaint support system, achieving automated and accurate batch interception, greatly improving the efficiency of handling home broadband complaints, and further reducing the workload of the customer service center. For other types of customer complaints besides home broadband networks, the call center system will transfer the user's complaint call to a human customer service representative for processing.

[0056] Specifically, in some application scenarios, there may be a large number of customer complaint calls within a certain period of time. The network complaint support system processes requests for customer complaint information pushed by the call center system in a queue. When the network complaint support system is under low load, the requests for customer complaint information pushed by the call center system can be processed quickly. However, when the network complaint support system is under low load, the requests for customer complaint information pushed by the call center system need to wait for a period of time before they can be processed. Therefore, in order to process customer complaint information in an orderly manner and speed up the automatic processing speed, in addition to obtaining the customer complaint number, it is also necessary to obtain the customer complaint time when the customer dials the complaint number to the call center system.

[0057] It should also be noted that the customer complaint time in this invention refers to the time when the customer complaint number is dialed after it has been outdated and not processed by the online complaint support system.

[0058] To facilitate understanding, this invention provides an example: For instance, both Customer A and Customer B call the call center at 10:12:30 to complain about a broadband network malfunction. Due to the network complaint support system being overloaded, it cannot process their complaints promptly. Customer A hangs up after waiting one minute and calls the call center again at 10:20 to complain about the same malfunction. Customer B, however, waits until the network complaint support system processes their complaint before hanging up. Although Customer A calls the call center again at 10:20, both customers' complaints were filed at 10:12:30.

[0059] Furthermore, to improve the speed and accuracy of customer complaint identification, the network complaint support system in this invention marks the customer complaint information when it receives it from the call center system. Specifically, it marks the customer complaint number with an "unprocessed" label and the complaint recording content in the current customer complaint information, and stores it in the database. After the customer complaint number is processed, all related content of the customer complaint information is deleted from the database. For unprocessed customer complaint information, it continues to be stored in the database until the customer complaint information is processed.

[0060] Step S2: If the time interval between the customer complaint time and the current time is less than a first threshold, perform a fuzzy match between the customer broadband data matching the customer complaint number and the first key field in the valid announcement.

[0061] Specifically, the current time refers to the time when the online complaint support system processes customer complaint information. For ease of understanding, this implementation provides an example: If the call center system receives a complaint from customer A about broadband network number X at 10:12:30, the call center system pushes the complaint number X along with the time information of 10:12:30 to the online complaint support system at 10:12:30. Due to the current high load on the online complaint support system, the system will only begin processing customer A's complaint information at 10:15:30. Therefore, the time interval between the customer complaint time and the current time is 3 minutes.

[0062] Customer broadband data includes customer broadband account, optical line terminal (OLT) network element information and customer broadband address. The OLT network element information includes the name of the OLT, the name of the passive optical network (PON) port of the optical line terminal, and the PON_ID identifier of the passive optical network.

[0063] OLT (optical line terminal) refers to an optical line terminal, a terminal device used to connect optical fiber trunks. An OLT PON port refers to a port on the OLT. When an OLT is networked with other devices, it needs to be networked through ports on the OLT, specifically the OLT PON port. PON (Passive Optical Network) is a point-to-multipoint optical fiber access technology. Based on type classification, PON ports include EPON ports and GPON ports. Furthermore, a network system may have more than one PON port; therefore, the OLT network element information also includes a passive optical network identifier, PON_ID, to distinguish each PON port.

[0064] It should be noted that customer broadband data is obtained from the database of the integrated resource management system. For example, in some application scenarios, when customer A applies for home broadband, customer A's broadband data will be stored in the database of the integrated resource management system.

[0065] Specifically, a valid announcement refers to an announcement issued by the online complaint support system that is still within its validity period. To put it simply, the announcement section of the online complaint support system contains several announcements. In some application scenarios, the announcements in the announcement section are arranged based on their publication time. For example, the announcement section might contain announcements about broadband network failures published on March 10, 2022, March 1, 2022, February 28, 2022, etc., from top to bottom. If the support system sets the validity period of the announcements to 7 days, then when the online complaint support system receives customer complaint information pushed by the call center system on March 12, 2022, based on the set 7-day announcement validity period, it will classify the announcement published on March 10, 2022 as valid, and classify the announcements published on March 1, 2022, February 28, 2022, etc., as invalid.

[0066] Based on the completeness of the information in the announcement, the first key field in a valid announcement will include the first announcement type field, the first target affected number field, the first network element name field, the first device name field, the first OLT network element field, and the first fault cause field.

[0067] The "First Target Affected Number" field refers to the broadband numbers whose home broadband networks, as disclosed in the valid announcement, have been affected by engineering cuts or other reasons, resulting in network failures. For home broadband networks, the generation mechanism for broadband numbers is usually area code + serial number. The area code is used to indicate the address information of the broadband number. For example, for region A and region B, the broadband area code for region A is 001, and the broadband area code for region B is 002. When all home broadband networks in region A fail due to engineering cuts, the announcement will include not only the reason for the home broadband network failure but also the broadband area code "001" for region A, in order to achieve accurate and automatic interception of complaints.

[0068] The first device name field refers to the device name of the optical line terminal that has failed due to engineering cuts or other reasons affecting the home broadband network as disclosed in the valid announcement. In some application scenarios, the device name will include OLT information, while in other application scenarios, the device name will include OLT PORT information.

[0069] The first fault cause field refers to the reason for the broadband network failure disclosed in the valid announcement, such as 'natural disaster', 'property dispute', 'municipal construction', etc.

[0070] The first announcement type field refers to the type of valid announcement. It should be noted that in this invention, announcement types are divided into two main categories based on their source: mutual sensing announcements and online announcements. Mutual sensing announcements refer to announcements associated with the internet sensing platform system, while online announcements refer to notices issued independently within the network complaint support system. Online announcements are further divided into three categories: home engineering announcements, transmission alarm announcements, and manually issued announcements.

[0071] In practical applications, various data in customer broadband data and fields in valid announcements are separated by delimiters. For example, delimiters include commas, whitespace, semicolons, and colons. Commas can be used to separate multiple variables and function parameters. Whitespace is often used as a delimiter between multiple words and can also be the default delimiter for natural input items. Semicolons are commonly used after the `for` loop in a `for` statement.

[0072] In this embodiment, customer broadband data and valid announcements can first be segmented into multiple strings based on delimiters. Then, each string can be identified according to the character data type defined by various strings to obtain the meaning of each string. For example, if the data type of the broadband number is eight consecutive Arabic numerals, then the eight consecutive Arabic numerals obtained from the segmentation can be defined as the customer broadband account.

[0073] When performing fuzzy matching between customer broadband data and the first key field, since both the customer broadband data and the first key field contain multiple strings, this embodiment can perform fuzzy matching on the first key field based on the positional order of the strings after segmentation in the customer broadband data. For example, if the first string of the customer broadband data is the customer broadband account number, the first key field can be checked to see if there is a broadband number that matches the customer broadband account number. If not, the first key field can be checked to see if there is data that matches the second string. In other words, this invention performs string similarity matching between the customer broadband data and the first key field. For example, when a string with a similarity higher than 96% to the customer broadband data string is matched in the first key field, the fuzzy matching is considered successful.

[0074] Step S3: If the fuzzy match is successful, the customer complaint information is intercepted and a first status field is returned to the call center system.

[0075] Specifically, the first status field refers to a valid interception notification. In some application scenarios, the first status field also includes the corresponding fault information retrieved from valid announcements. After the network complaint support system successfully performs a fuzzy match between the customer's broadband data and the first key field in the valid announcement, it returns a valid interception notification to the call center system to inform it that the customer complaint has been processed. It also feeds back the corresponding fault information retrieved from the valid announcement to the call center system, allowing the call center system to inform the customer of the fault information via voice playback. This improves complaint handling efficiency and alleviates the complaint handling pressure on the customer service center.

[0076] Step S4: If the fuzzy matching fails or the time interval is greater than or equal to the first threshold, perform a fuzzy match between the customer broadband data and the second key field in the failure announcement with the failure time within the second threshold, wherein the first threshold is obtained based on the second threshold.

[0077] Specifically, the functional relationship between the first threshold and the second threshold in this invention is as follows:

[0078]

[0079] Where K1 is the first threshold, K2 is the second threshold; n is the number of complaints processed; l is the number of times the returned field is not the first status field; j is the number of steps involved in processing the complaint; t ij The time consumed in the j-th step of processing the i-th complaint.

[0080] It should be noted that the second threshold refers to the threshold used to limit the expiration time of announcements in the network complaint support system. Here, the announcement refers to information provided to the public. For example, when a network failure or engineering cutover occurs, a relevant announcement will be posted in the announcement section of the network complaint support system. The announcement includes detailed information such as the scope of the failure and the network elements involved.

[0081] In this invention, the first threshold is flexibly adjusted by parameters such as the second threshold and the number of complaints processed. This allows the online complaint support system to flexibly adjust the customer complaint information pushed by the call center system based on the current situation. For example, if the number of times the returned field is not the first status field when processing customer complaint information is too high, it indicates that the value of the first threshold set in the previous time was too large, resulting in poor classification effect of customer complaint information. Therefore, the first threshold is flexibly adjusted based on the number of customer complaint information processed in the previous time to improve the classification effect of customer complaint information and thus improve the efficiency of complaint handling.

[0082] In practical applications, since both customer broadband data and the first key field contain multiple strings, when no match can be found between any of the strings in the customer broadband data and any of the strings in the first key field, the fuzzy match is deemed unsuccessful.

[0083] The expiration time refers to the interval between the date of the announcement and the time set by the online complaint support system for the publication of valid announcements. For example, if the online complaint support system sets the date of a valid announcement to be within 7 days, then announcements published more than 7 days ago are considered invalid announcements. The formula for calculating the expiration time of invalid announcements is: T = T1 - T2 - 7, where T1 refers to the current date and T2 refers to the date of publication of the invalid announcement.

[0084] Step S5: If the fuzzy match is successful, the customer complaint information is intercepted and a second status field is returned to the call center system.

[0085] The second status field indicates a failed interception message. In some application scenarios, the second status field also includes relevant fault information retrieved from the failure announcement. After successfully performing a fuzzy match between the customer's broadband data and the second key field in the failure announcement, the network complaint support system returns a failed interception message to the call center system to inform it that the overdue customer complaint has been processed. It also feeds back the relevant fault information retrieved from the failure announcement to the call center system, allowing the call center system to inform the customer of the fault information via voice message, thereby improving complaint processing efficiency and alleviating the complaint handling pressure on the customer service center.

[0086] Specifically, the second key fields include a second announcement type field, a second target affected number field, a second network element name field, a second device name field, a second OLT network element field, and a second fault cause field. It should be noted that the first and second fields in this invention are only used to distinguish whether the key fields belong to valid or invalid announcements. Since the announcement publishing rules are consistent, the content and format of the announcements are also consistent; that is, the content and format of the announcement type field, affected number field, and network element name field in valid announcements are all consistent. Therefore, the step of fuzzy matching customer broadband data with the second key field in this invention is the same as the step of fuzzy matching customer broadband data with the first key field described above, and will not be repeated here.

[0087] The automatic interception and identification method for home broadband network complaints provided by this invention obtains the customer complaint number and complaint time pushed by the call center system. Then, if the time interval between the customer complaint time and the current time is less than a first threshold, the method performs a fuzzy match between the customer broadband data matching the customer complaint number and the first key field in the valid announcement. If the fuzzy match is successful, the customer complaint information is intercepted and a first status field is returned to the call center system. If the fuzzy match is unsuccessful or the time interval is greater than or equal to the first threshold, the method performs a fuzzy match between the customer broadband data and the second key field in the failure announcement whose failure time is within a second threshold. The first threshold is obtained based on the second threshold. Thus, by performing a fuzzy match between the customer broadband data in the customer complaint information and the key field in the announcement, and by performing batch interception of customer complaints based on the fuzzy match results, the method realizes the transformation from manual interception to automatic intelligent interception, thereby greatly improving the efficiency of home broadband complaint handling, further reducing the workload of customer service centers, and thus significantly reducing complaint handling costs and pressure.

[0088] In another embodiment, reference Figure 2 , Figure 2 The second flowchart illustrates the automatic interception and identification method for home broadband network complaints provided by this invention. Figure 2 As shown: The fuzzy matching of customer broadband data matching customer complaint numbers with the first key field in valid announcements specifically includes:

[0089] Step S201: If the first target affected number field contains the customer broadband account, determine that the first target affected number field and the customer broadband account are successfully matched fuzzily.

[0090] In practical applications, when issuing announcements, the network complaint support system ensures comprehensiveness by including not only the cause of the broadband network failure but also the affected broadband account information. For example, for regions A and B, where region A's broadband area code is 001 and region B's is 002, if a broadband failure occurs in regions A and B due to a construction project, the announcement will include not only the cause of the failure but also the broadband area codes "001" and "002" for both regions. Therefore, for customer complaint calls from customer a in region A, since customer a's broadband account is 001 + number X, and the announcement's list of target affected numbers for region A (area code "001") and region B (area code "002") includes "001," it can be determined that the customer's broadband account has successfully matched the target affected number field in the first key field.

[0091] Step S202: If the first target affected number field does not contain the customer broadband account, perform fuzzy matching on the customer broadband data based on the first announcement type field.

[0092] In some application scenarios, such as customer b in region A, since customer b's broadband number is generated based on customer b's mobile number, and the mobile number is a string of numbers generated by random numbering without a specific pattern, in this case, the customer's broadband account cannot be found from the first target affected number field.

[0093] In order to achieve intelligent interception and reduce the workload of customer service center in handling complaints, when the customer's broadband account cannot be found in the first target affected number field of the announcement, fuzzy matching can be performed based on the first announcement type in the announcement and the OLT network element information or customer broadband address in the customer's broadband data.

[0094] Specifically, when the first announcement type field is a valid mutual inductance announcement, the system first performs a fuzzy match between the OLT name in the OLT network element information and the first network element name field in the valid mutual inductance announcement. If the match is successful, the customer complaint information is intercepted and the first status field is returned to the call center system. If the fuzzy match fails, the system performs a fuzzy match between the OLT name and the first network element name field. If the match is successful, the customer complaint information is intercepted and the first status field is returned to the call center system. If the fuzzy match fails, the system performs a fuzzy match between the OLT name and the first device name field. If the match is successful, the customer complaint information is intercepted and the first status field is returned to the call center system. If the fuzzy match fails, the system performs a fuzzy match between the OLT name and the PON_ID and the first device name field. If the match is successful, the customer complaint information is intercepted and the first status field is returned to the call center system.

[0095] When the first announcement type field is a valid online investment announcement, a fuzzy match can be performed on the name of the OLT and the first OLT network element field. If the match is successful, the customer complaint information is intercepted and the first status field is returned to the call center system. If the fuzzy match fails, the fuzzy match on the customer's broadband address and the first fault reason field can be performed.

[0096] Specifically, the online announcements include home engineering announcements, transmission alarm announcements, and manually published announcements. In this invention, fuzzy matching can be performed first based on home engineering announcements. If the fuzzy matching of home engineering announcements fails, then fuzzy matching can be performed based on transmission alarm announcements. If the fuzzy matching based on transmission alarm announcements fails, finally fuzzy matching can be performed based on manually published announcements.

[0097] In another embodiment, when a customer makes a late call to file a complaint, or when the online complaint support system processes the customer's complaint information late, the announcement matched with the current customer may have become an invalid announcement. That is, when the customer broadband data matched with the customer complaint number fails to achieve a fuzzy match with the first key field in a valid announcement, or when the time interval is greater than or equal to a first threshold, the fuzzy match between the customer broadband data and the second key field in an invalid announcement with an invalidation time within a second threshold specifically includes:

[0098] If the second target affected number field contains the customer's broadband account, it is determined that the second target affected number field and the customer's broadband account have successfully matched fuzzily.

[0099] If the second target affected number field does not contain the customer's broadband account, a fuzzy match is performed on the OLT network element information or the customer's broadband address based on the second announcement type field.

[0100] In this step, since the first and second key fields in this invention are only used to distinguish whether the key fields belong to valid or invalid announcements, and since the announcement publishing rules are consistent, the content and format of the announcements are also consistent. That is, the content and format of the announcement type field, the affected number field, and the network element name field in valid announcements are all consistent. Therefore, the step of performing fuzzy matching between customer broadband data and the second key field in this invention is the same as the steps S201 and S202 described above for performing fuzzy matching between customer broadband data and the first key field, and will not be repeated here.

[0101] The automatic interception and identification method for home broadband network complaints proposed in this invention performs fuzzy matching on customer broadband data matching the customer complaint number and the first key field in the valid announcement one by one. Through orderly fuzzy matching, it achieves automated and accurate automatic batch interception, improves the efficiency of customer complaint handling, completes the transformation from manual interception to automatic intelligent interception by the system, reduces the workload of customer service center complaint handling, and greatly reduces complaint handling costs and pressure.

[0102] In another embodiment, since some information may be missing during the information login process, such as the missing OLT name or OLT PON port name in the OLT network element information, or the user's actual broadband address may be inconsistent with the customer's broadband address stored in the system due to factors such as broadband transfer, in this case, fuzzy matching can be performed on both the OLT network element information and the customer's broadband address to improve the automatic interception speed. Specifically, the fuzzy matching of the OLT network element information or the customer's broadband address based on the first announcement type field includes:

[0103] When the first announcement type field is a valid mutual inductance announcement, a fuzzy match is performed between the name of the OLT and the first network element name field, or a fuzzy match is performed between the OLTPON port name and the first network element name field, or a fuzzy match is performed between the name of the OLT and the first device name field, or a fuzzy match is performed between the name of the OLT and the PON_ID and the first device name field.

[0104] If the first announcement type field is a valid online investment announcement, perform a fuzzy match between the OLT name and the first OLT network element field, or perform a fuzzy match between the customer broadband address and the first fault cause field.

[0105] In this step, keyword positioning can be performed on the announcement first. For example, key fields such as mutual inductance, network investment, network element name, device name, OLT network element, and fault cause can be located in the announcement. Information such as customer broadband address, OLT name, OLT PON port name, and PON_ID in customer broadband data and OLT network element information can also be located. Then, key fields such as mutual inductance, network investment, network element name, device name, OLT network element, and fault cause can be stored in data set A. Information such as customer broadband address, OLT name, OLT PON port name, and PON_ID in OLT network element information can be stored in data set B. Fuzzy matching is performed on set A and set B. When at least one pairing result is output in set A and set B, the fuzzy matching of set A and set B can be stopped, and the fuzzy matching is determined to be successful.

[0106] It should be noted that since set A and set B contain multiple sets of data, when the network complaint support system has a high load capacity, the fuzzy matching of set A and set B adopts a multi-threaded parallel approach. For example, the number of threads is determined by the number of data in set A, and then each thread is used to match the data in set B in parallel. This multi-threaded parallel approach improves the speed of automated batch interception.

[0107] In another embodiment, when a customer makes a late call to file a complaint, or when the online complaint support system processes the customer's complaint information late, the announcement matched to the current customer may have become an invalid announcement. That is, when the customer broadband data matched to the customer complaint number fails to achieve a fuzzy match with the first key field in a valid announcement, or when the time interval is greater than or equal to the first threshold, the fuzzy matching of the OLT network element information or the customer broadband address based on the second announcement type field specifically includes:

[0108] When the second announcement type field is a failed mutual inductance announcement, a fuzzy match is performed between the name of the OLT and the second network element name field, or a fuzzy match is performed between the OLTPON port name and the second network element name field, or a fuzzy match is performed between the name of the OLT and the second device name field, or a fuzzy match is performed between the name of the OLT and the PON_ID and the second device name field.

[0109] If the second announcement type field is an invalid online betting announcement, perform a fuzzy match between the OLT name and the second OLT network element field, or perform a fuzzy match between the customer broadband address and the second fault reason field.

[0110] In this step, since the first and second fields in this invention are only used to distinguish whether the key fields belong to valid or invalid announcements, and since the announcement publishing rules are consistent, the content and format of the announcements are also consistent. That is, the content and format of the announcement type field, affected number field, network element name field, etc., in valid announcements are all consistent. Therefore, the step of performing fuzzy matching on OLT network element information or the customer broadband address based on the second announcement type field in this invention is the same as the above-described fuzzy matching on OLT network element information or customer broadband address based on the first announcement type field, and will not be repeated here.

[0111] The automatic interception and identification method for home broadband network complaints proposed in this invention improves the speed of automatic batch interception through multi-threaded parallelism, thereby reducing the workload of customer service centers in handling complaints and greatly reducing the cost and pressure of complaint handling.

[0112] In another embodiment, when the network complaint support system has a high load capacity, a multi-threaded parallel approach can be used for fuzzy matching. Specifically, the fuzzy matching of customer broadband data matching customer complaint numbers with the first key field in valid announcements includes:

[0113] A fuzzy match is performed between the customer broadband account and the first target affected number field, or a fuzzy match is performed between the OLT network element information or the customer broadband address based on the first announcement type field;

[0114] In this step, keyword positioning can be performed on the announcement first. For example, key fields such as affected number, mutual inductance, online betting, network element name, equipment name, OLT network element, and fault cause can be located in the announcement. Customer broadband account, customer broadband address, OLT name, OLT PON port name, and PON_ID information in the customer broadband data can also be located. Then, all key fields in the announcement can be stored in data set C, and all key data in the customer broadband data can be stored in data set D. Fuzzy matching is performed on set C and set D. When at least one pairing result is output in set C and set D, the fuzzy matching of set C and set D can be stopped, and the fuzzy matching is determined to be successful.

[0115] It should be noted that since sets C and D contain multiple data sets, when the network complaint support system has a high load capacity, the fuzzy matching of sets C and D adopts a multi-threaded parallel approach. For example, the number of threads is determined by the number of data sets in set C, and then each thread matches the data in set D in parallel. This multi-threaded parallel approach improves the speed of automated batch interception.

[0116] In another embodiment, when a customer makes a late call to file a complaint, or when the online complaint support system processes the customer's complaint information late, the announcement matched with the current customer may have become an invalid announcement. That is, when the customer broadband data matched with the customer complaint number fails to achieve a fuzzy match with the first key field in a valid announcement, or when the time interval is greater than or equal to a first threshold, the fuzzy match between the customer broadband data and the second key field in an invalid announcement with an invalidation time within a second threshold specifically includes:

[0117] A fuzzy match is performed between the customer broadband account and the second target affected number field, or a fuzzy match is performed between the OLT network element information or the customer broadband address based on the second announcement type field.

[0118] In this step, since the first and second key fields in this invention are only used to distinguish whether the key fields belong to valid or invalid announcements, and since the announcement publication rules are consistent, the content and format of the announcements are also consistent. That is, the content and format of the announcement type field, affected number field, network element name field, etc., in valid announcements are all consistent. Therefore, the step of performing fuzzy matching between customer broadband data and the second key field in invalid announcements with expiration times within the second threshold is the same as the step of performing fuzzy matching between customer broadband data matching customer complaint numbers and the first key field in valid announcements, and will not be repeated here.

[0119] The automatic interception and identification method for home broadband network complaints proposed in this invention improves the speed of automatic batch interception through multi-threaded parallelism, thereby reducing the workload of customer service centers in handling complaints and greatly reducing the cost and pressure of complaint handling.

[0120] In another embodiment, reference Figure 3 , Figure 3 The third flowchart illustrates the automatic interception and identification method for home broadband network complaints provided by this invention. Figure 3 As shown: After performing a fuzzy match between the customer broadband information data matching the customer complaint number and the second key field in the failure announcement within the second threshold time, the process further includes:

[0121] Step S6: If fuzzy matching fails, the customer complaint number is transferred to the call center system to notify the call center system to handle the matter manually.

[0122] In some application scenarios, there may be fuzzy matching failures between customer broadband data and failure announcements. For example, if a user's broadband failure is caused by equipment malfunction or accidental contact by the user, the relevant cause cannot be found in the system's announcement.

[0123] When the network complaint support system cannot automatically identify the cause of the broadband network failure for a customer whose complaint number matches the customer's broadband data in the announcement, the customer's complaint number will be transferred to the call center system, which will then notify the call center system to provide timely manual service, thereby preventing the customer from filing a second complaint.

[0124] In this invention, when automatic interception fails, the customer complaint number is transferred to the call center system to notify the call center system to handle the issue manually. This allows the customer to find the cause of the broadband failure through human assistance, thereby improving the customer's experience and preventing secondary complaints.

[0125] The automatic interception and identification device for home broadband network complaints provided by the present invention will be described below. The automatic interception and identification device for home broadband network complaints described below can be referred to in correspondence with the automatic interception and identification method for home broadband network complaints described above.

[0126] refer to Figure 4 , Figure 4 This is a schematic diagram of the automatic interception and identification device for home broadband network complaints provided by the present invention, as shown below. Figure 4 As shown, the automatic interception and identification device for home broadband network complaints includes: an acquisition unit 410, used to acquire customer complaint information pushed by a call center system, the customer complaint information including a customer complaint number and a customer complaint time; a first matching unit 420, used to perform fuzzy matching between customer broadband data matching the customer complaint number and a first key field in a valid announcement when the time interval between the customer complaint time and the current time is less than a first threshold; a first interception unit 430, used to intercept the customer complaint information and return a first status field to the call center system when the fuzzy matching is successful; a second matching unit 440, used to perform fuzzy matching between the customer broadband data and a second key field in an invalidation announcement where the invalidation time is within a second threshold when the fuzzy matching is unsuccessful or the time interval is greater than or equal to the first threshold, wherein the first threshold is obtained based on the second threshold; and a second interception unit 450, used to intercept the customer complaint information and return a second status field to the call center system when the fuzzy matching is successful.

[0127] Furthermore, the functional relationship between the first threshold and the second threshold is as follows:

[0128]

[0129] Where K1 is the first threshold, K2 is the second threshold; n is the number of complaints processed; l is the number of times the returned field is not the first status field; j is the number of steps involved in processing the complaint; t ij The time consumed in the j-th step of processing the i-th complaint.

[0130] Furthermore, the customer broadband data includes the customer broadband account, optical line terminal (OLT) network element information, and customer broadband address. The OLT network element information includes the name of the OLT, the name of the passive optical network (PON) port of the optical line terminal, and the PON_ID of the passive optical network. The first key field includes the first announcement type field, the first target affected number field, the first network element name field, the first device name field, the first OLT network element field, and the first fault cause field. The second key field includes the second announcement type field, the second target affected number field, the second network element name field, the second device name field, the second OLT network element field, and the second fault cause field.

[0131] Furthermore, the first matching unit 420 is further configured to determine that the first target impact number field and the customer broadband account are successfully matched if the first target impact number field contains the customer broadband account; and to perform fuzzy matching on the OLT network element information or the customer broadband address based on the first announcement type field if the first target impact number field does not contain the customer broadband account. The second matching unit 440 is further configured to determine that the second target impact number field and the customer broadband account are successfully matched if the second target impact number field contains the customer broadband account; and to perform fuzzy matching on the OLT network element information or the customer broadband address based on the second announcement type field if the second target impact number field does not contain the customer broadband account.

[0132] Furthermore, the first matching unit 420 is also configured to, when the first announcement type field is a valid mutual inductance announcement, perform fuzzy matching on the belonging OLT name and the first network element name field, or perform fuzzy matching on the OLTPON port name and the first network element name field, or perform fuzzy matching on the belonging OLT name and the first device name field, or perform fuzzy matching on the belonging OLT name and the PON_ID and the first device name field; and when the first announcement type field is a valid online investment announcement, perform fuzzy matching on the belonging OLT name and the first OLT network element field, or perform fuzzy matching on the customer broadband address and the first fault cause field. The second matching unit 440 is further configured to, when the second announcement type field is a failed mutual inductance announcement, perform fuzzy matching on the belonging OLT name and the second network element name field, or perform fuzzy matching on the OLTPON port name and the second network element name field, or perform fuzzy matching on the belonging OLT name and the second device name field, or perform fuzzy matching on the belonging OLT name and the PON_ID and the second device name field; and when the second announcement type field is a failed network investment announcement, perform fuzzy matching on the belonging OLT name and the second OLT network element field, or perform fuzzy matching on the customer broadband address and the second fault cause field.

[0133] Furthermore, the first matching unit 420 is also used to perform fuzzy matching between the customer broadband account and the first target impact number field, or to perform fuzzy matching between the OLT network element information or the customer broadband address based on the first announcement type field; the second matching unit 440 is also used to perform fuzzy matching between the customer broadband account and the second target impact number field, or to perform fuzzy matching between the OLT network element information or the customer broadband address based on the second announcement type field.

[0134] Furthermore, the second interception unit 450 is also used to transfer the customer complaint number to the call center system in the event that the fuzzy match is unsuccessful, so as to notify the call center system to handle the matter manually.

[0135] The automatic interception and identification device for home broadband network complaints proposed in this invention performs fuzzy matching between customer broadband data matching the customer complaint number and the first key field in a valid announcement when the time interval between the customer complaint time and the current time is less than a first threshold. If the fuzzy matching is successful, the customer complaint information is intercepted and a first status field is returned to the call center system. If the time interval is greater than or equal to the first threshold, the device performs fuzzy matching between customer broadband information data matching the customer complaint number and the second key field in an invalidation announcement whose expiration time is within a second threshold. If the fuzzy matching is successful, the customer complaint information is intercepted and a second status field is returned to the call center system. This completes the transformation from manual interception to automatic intelligent interception, reduces the workload of customer service centers in handling complaints, and thus greatly reduces the cost and pressure of complaint handling.

[0136] Figure 5 An example is a schematic diagram of the physical structure of an electronic device, such as... Figure 5 As shown, the electronic device may include: a processor 510, a communication interface 520, a memory 530, and a communication bus 540, wherein the processor 510, the communication interface 520, and the memory 530 communicate with each other through the communication bus 540. The processor 510 can call logical instructions in the memory 530 to execute an automatic interception and identification method for broadband network complaints. This method includes: acquiring customer complaint information pushed by a call center system, the customer complaint information including a customer complaint number and a customer complaint time; if the time interval between the customer complaint time and the current time is less than a first threshold, performing a fuzzy match between customer broadband data matching the customer complaint number and a first key field in a valid announcement; if the fuzzy match is successful, intercepting the customer complaint information and returning a first status field to the call center system; if the fuzzy match is unsuccessful or the time interval is greater than or equal to the first threshold, performing a fuzzy match between the customer broadband data and a second key field in an invalidation announcement whose invalidation time is within a second threshold, wherein the first threshold is obtained based on the second threshold; if the fuzzy match is successful, intercepting the customer complaint information and returning a second status field to the call center system.

[0137] Furthermore, the logical instructions in the aforementioned memory 530 can be implemented as software functional units and, when sold or used as independent products, can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, essentially, or the part that contributes to the prior art, or a part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of the present invention. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0138] On the other hand, the present invention also provides a computer program product, which includes a computer program that can be stored on a non-transitory computer-readable storage medium. When the computer program is executed by a processor, the computer can execute the automatic interception and identification method for broadband network complaints provided by the above methods. The method includes: acquiring customer complaint information pushed by a call center system, the customer complaint information including a customer complaint number and a customer complaint time; if the time interval between the customer complaint time and the current time is less than a first threshold, performing a fuzzy match between customer broadband data matching the customer complaint number and a first key field in a valid announcement; if the fuzzy match is successful, intercepting the customer complaint information and returning a first status field to the call center system; if the fuzzy match is unsuccessful or the time interval is greater than or equal to the first threshold, performing a fuzzy match between the customer broadband data and a second key field in an invalidation announcement with an invalidation time within a second threshold, wherein the first threshold is obtained based on the second threshold; if the fuzzy match is successful, intercepting the customer complaint information and returning a second status field to the call center system.

[0139] In another aspect, the present invention also provides a non-transitory computer-readable storage medium storing a computer program thereon. When executed by a processor, the computer program implements an automatic interception and identification method for home broadband network complaints provided by the methods described above. This method includes: acquiring customer complaint information pushed by a call center system, the customer complaint information including a customer complaint number and a customer complaint time; if the time interval between the customer complaint time and the current time is less than a first threshold, performing a fuzzy match between customer broadband data matching the customer complaint number and a first key field in a valid announcement; if the fuzzy match is successful, intercepting the customer complaint information and returning a first status field to the call center system; if the fuzzy match is unsuccessful or the time interval is greater than or equal to the first threshold, performing a fuzzy match between the customer broadband data and a second key field in an invalidation announcement whose invalidation time is within a second threshold, wherein the first threshold is obtained based on the second threshold; if the fuzzy match is successful, intercepting the customer complaint information and returning a second status field to the call center system.

[0140] The device embodiments described above are merely illustrative. The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the modules can be selected to achieve the purpose of this embodiment according to actual needs. Those skilled in the art can understand and implement this without any creative effort.

[0141] Through the above description of the embodiments, those skilled in the art can clearly understand that each embodiment can be implemented by means of software plus necessary general-purpose hardware platforms, and of course, it can also be implemented by hardware. Based on this understanding, the above technical solutions, in essence or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, magnetic disk, optical disk, etc., and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute the methods described in the various embodiments or some parts of the embodiments.

[0142] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, and not to limit them; although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that modifications can still be made to the technical solutions described in the foregoing embodiments, or equivalent substitutions can be made to some of the technical features; and these modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. An automatic interception and identification method for complaints about home broadband networks, characterized in that, include: Obtain customer complaint information pushed by the call center system, the customer complaint information including the customer complaint number and the time of the customer complaint; If the time interval between the customer complaint time and the current time is less than a first threshold, perform a fuzzy match between the customer broadband data matching the customer complaint number and the first key field in the valid announcement; If the fuzzy match is successful, the customer complaint information is intercepted and a first status field is returned to the call center system; If the fuzzy match fails or the time interval is greater than or equal to the first threshold, the customer broadband data is fuzzy matched with the second key field in the failure announcement within the second threshold, wherein the first threshold is obtained based on the second threshold. If the fuzzy match is successful, the customer complaint information is intercepted and a second status field is returned to the call center system; The functional relationship between the first threshold and the second threshold is as follows: ; Where K1 is the first threshold, K2 is the second threshold, and n is the number of complaints processed; The number of times the returned field is not a first-state field; m is the number of steps involved in processing the complaint; The time consumed in the j-th step of processing the i-th complaint.

2. The automatic interception and identification method for home broadband network complaints according to claim 1, characterized in that, The customer broadband data includes the customer broadband account, optical line terminal (OLT) network element information, and customer broadband address. The OLT network element information includes the name of the OLT, the name of the passive optical network (PON) port of the optical line terminal, and the identifier of the passive optical network, PON_ID. The first key fields include the first announcement type field, the first target affected number field, the first network element name field, the first device name field, the first OLT network element field, and the first fault cause field; The second key field includes the second announcement type field, the second target affected number field, the second network element name field, the second device name field, the second OLT network element field, and the second fault cause field.

3. The automatic interception and identification method for home broadband network complaints according to claim 2, characterized in that, The process of performing a fuzzy match between the customer broadband data matching the customer complaint number and the first key field in the valid announcement specifically includes: If the first target affected number field contains the customer's broadband account, it is determined that the first target affected number field and the customer's broadband account have successfully matched fuzzily. If the first target affected number field does not contain the customer broadband account, a fuzzy match is performed on the OLT network element information or the customer broadband address based on the first announcement type field. The step of performing fuzzy matching between the customer broadband data and the second key field in the failure announcement within the second threshold time specifically includes: If the second target affected number field contains the customer's broadband account, it is determined that the second target affected number field and the customer's broadband account have successfully matched fuzzily. If the second target affected number field does not contain the customer's broadband account, a fuzzy match is performed on the OLT network element information or the customer's broadband address based on the second announcement type field.

4. The automatic interception and identification method for home broadband network complaints according to claim 3, characterized in that, The step of performing fuzzy matching on the OLT network element information or the customer broadband address based on the first announcement type field specifically includes: When the first announcement type field is a valid mutual inductance announcement, a fuzzy match is performed between the name of the OLT and the first network element name field, or a fuzzy match is performed between the OLTPON port name and the first network element name field, or a fuzzy match is performed between the name of the OLT and the first device name field, or a fuzzy match is performed between the name of the OLT and the PON_ID and the first device name field. If the first announcement type field is a valid online investment announcement, perform a fuzzy match between the OLT name and the first OLT network element field, or perform a fuzzy match between the customer broadband address and the first fault cause field. The step of performing fuzzy matching on the OLT network element information or the customer broadband address based on the second announcement type field specifically includes: When the second announcement type field is a failed mutual inductance announcement, a fuzzy match is performed between the name of the OLT and the second network element name field, or a fuzzy match is performed between the OLTPON port name and the second network element name field, or a fuzzy match is performed between the name of the OLT and the second device name field, or a fuzzy match is performed between the name of the OLT and the PON_ID and the second device name field. If the second announcement type field is an invalid online betting announcement, perform a fuzzy match between the OLT name and the second OLT network element field, or perform a fuzzy match between the customer broadband address and the second fault reason field.

5. The automatic interception and identification method for home broadband network complaints according to claim 2, characterized in that, The process of performing a fuzzy match between the customer broadband data matching the customer complaint number and the first key field in the valid announcement specifically includes: A fuzzy match is performed between the customer broadband account and the first target affected number field, or a fuzzy match is performed between the OLT network element information or the customer broadband address based on the first announcement type field; The step of performing fuzzy matching between the customer broadband data and the second key field in the failure announcement within the second threshold time specifically includes: A fuzzy match is performed between the customer broadband account and the second target affected number field, or a fuzzy match is performed between the OLT network element information or the customer broadband address based on the second announcement type field.

6. The automatic interception and identification method for home broadband network complaints according to claim 1, characterized in that, After performing fuzzy matching on the customer broadband data and the second key field in the failure announcement within the second threshold time, the method further includes: If a fuzzy match fails, the customer complaint number is transferred to the call center system to notify the call center system to handle the matter manually.

7. An automatic interception and identification device for home broadband network complaints, characterized in that, include: The acquisition unit is used to acquire customer complaint information pushed by the call center system, the customer complaint information including the customer complaint number and the time of the customer complaint. The first matching unit is used to perform fuzzy matching between the customer broadband data matching the customer complaint number and the first key field in the valid announcement when the time interval between the customer complaint time and the current time is less than a first threshold. The first interception unit is used to intercept the customer complaint information and return a first status field to the call center system when the fuzzy match is successful. The second matching unit is used to perform fuzzy matching on the customer broadband data and the second key field in the failure announcement with the failure time within the second threshold when the fuzzy matching fails or the time interval is greater than or equal to the first threshold, wherein the first threshold is obtained based on the second threshold. The second interception unit is used to intercept the customer complaint information and return a second status field to the call center system if the fuzzy match is successful. The functional relationship between the first threshold and the second threshold is as follows: ; Where K1 is the first threshold, K2 is the second threshold, and n is the number of complaints processed; The number of times the returned field is not a first-state field; m is the number of steps involved in processing the complaint; The time consumed in the j-th step of processing the i-th complaint.

8. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that, When the processor executes the program, it implements the automatic interception and identification method for home broadband network complaints as described in any one of claims 1 to 6.

9. A non-transitory computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by the processor, it implements the automatic interception and identification method for home broadband network complaints as described in any one of claims 1 to 6.

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