Network complaint processing method and device, electronic equipment, storage medium and product

Abstract

The application provides a network complaint processing method and device, electronic equipment, storage medium and product, comprising: acquiring a complaint location provided by a complaint user, determining a position cell closest to the complaint location; calling an analysis platform fault tree tool, collecting signaling data and user plane bills of the complaint user for complaint bounding analysis, and determining a plurality of to-be-referenced cells; determining a cell priority order according to distances between each to-be-referenced cell and the position cell; and determining a complaint reply caliber according to an announcement of a to-be-referenced cell with the highest cell priority. By calling the analysis platform fault tree tool, collecting the signaling data and the user plane bills of the complaint user for the complaint bounding analysis, end-to-end analysis of the complaint can be realized, and the complaint bounding accuracy is improved; by using the priority logic, an accurate complaint reply caliber is output, so that the network complaint processing quality is improved, and frontline customer service work is efficiently and accurately supported.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of computer, and in particular to a network complaint processing method and device, electronic equipment, storage medium and product. BACKGROUND

[0002] With the maturation of 4G / 5G network construction, the requirement for network quality is also increasing, and the number of customer complaints is on the rise. The most concerned issue of the complaining customers is to get a satisfactory, rapid and accurate reply to the complaint problem, which brings great challenges to complaint handling. It is urgent to improve the complaint problem handling level, optimize the complaint handling means, and improve the network complaint processing interception rate.

[0003] In the traditional network complaint processing scheme, the main problems are: (1) the network problem is highly professional, and the online customer service cannot accurately answer the customer's question, and can only transfer the problem to the network department for processing; (2) the network department is not a professional service department, and there is a significant gap in service capability compared with the online customer service. If a large number of network department personnel are invested to answer customer questions, it will lead to insufficient personnel to solve network problems, and the service level will be reduced.

[0004] Therefore, how to improve the network complaint processing quality and efficiently support the front-line customer service work is a problem to be solved at present. SUMMARY

[0005] In view of the problems in the prior art, the present application provides a network complaint processing method and device, electronic equipment, storage medium and product.

[0006] The present application provides a network complaint processing method, comprising:

[0007] Obtaining a complaint location provided by a complaint user, and determining a location cell closest to the complaint location;

[0008] Calling an analysis platform fault tree tool, collecting signaling data and user plane documents of the complaint user for complaint bounding analysis, and determining a plurality of to-be-referenced cells;

[0009] According to the distance between each to-be-referenced cell and the location cell, a cell priority order is determined;

[0010] According to the announcement of the to-be-referenced cell with the highest cell priority, a complaint reply scope is determined.

[0011] According to the network complaint processing method provided by the present application, the calling of the analysis platform fault tree tool, the collection of the signaling data and the user plane documents of the complaint user for complaint bounding analysis, and the determination of a plurality of to-be-referenced cells, comprising:

[0012] Analyzing the signaling data and the user plane bill, determining abnormal identification indexes for an application layer, a transmission control protocol (TCP) layer, a core network signaling layer and an external data source;

[0013] Based on the abnormal identification indexes, performing abnormal event identification to obtain a delimiting analysis result;

[0014] Based on the delimiting analysis result, determining a plurality of to-be-referenced cells; the to-be-referenced cells include a problem cell affecting network performance, a passing cell on a user mobile path, a resident cell and an occupied cell currently providing service for the user.

[0015] According to the network complaint processing method provided by the application, the cell priority order is determined according to the distance between each to-be-referenced cell and the location cell.

[0016] If the current location of the complaint user is the complaint location, the cell priority order is determined according to the distance between each to-be-referenced cell and the location cell.

[0017] If the current location of the complaint user is not the complaint location, the cell priority order is determined according to the distance between each to-be-referenced cell except the occupied cell and the location cell.

[0018] According to the network complaint processing method provided by the application, the cell priority order is determined according to the distance between each to-be-referenced cell and the location cell.

[0019] According to the indoor or outdoor type and the area type of the complaint location, the plurality of to-be-referenced cells are screened.

[0020] The cell priority order is determined according to the distance between each to-be-referenced cell after screening and the location cell from near to far.

[0021] According to the network complaint processing method provided by the application, the plurality of to-be-referenced cells are screened according to the indoor or outdoor type and the area type of the complaint location.

[0022] If the indoor or outdoor type of the complaint location is indoor, the reference to the location cell is excluded; if the indoor or outdoor type of the complaint location is outdoor, the reference to the location cell is added.

[0023] If the area type of the complaint location is a rural area, the to-be-referenced cells within the effective coverage distance range of the site corresponding to the rural area are screened; if the area type of the complaint location is a town area, the to-be-referenced cells within the effective coverage distance range of the site corresponding to the town area are screened.

[0024] According to the network complaint processing method provided by the application, the complaint reply criterion is determined according to the announcement of the highest-priority-to-be-referenced cell.

[0025] Basic complaint information is acquired, and the basic complaint information includes at least one of the problem occurrence time and the complaint service type; the highest-priority-to-be-referenced cell is announced and queried to determine a plurality of target announcements that meet the basic complaint information; and if the complaint problem is not caused by weak coverage, the complaint reply criterion is determined according to the target announcement with the highest announcement priority in the plurality of target announcements.

[0026] The network complaint processing method provided by the application further includes:

[0027] If the complaint problem is caused by weak coverage, the information library criterion is referenced to determine the complaint reply criterion.

[0028] The application further provides a network complaint processing device, which includes:

[0029] The acquisition module is used to acquire the complaint location provided by a complaint user and determine the position cell closest to the complaint location; the calling module is used to call the analysis platform fault tree tool, collect signaling data and user plane documents of the complaint user for complaint boundary analysis, and determine a plurality of to-be-referenced cells;

[0030] The priority determination module is used to determine the cell priority order according to the distance between each to-be-referenced cell and the position cell.

[0031] The criterion determination module is used to determine the complaint reply criterion according to the announcement of the highest-priority-to-be-referenced cell.

[0032] The application further provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and the processor implements the network complaint processing method according to any of the above when executing the program.

[0033] The application further provides a non-transitory computer readable storage medium, which stores a computer program, and the computer program is executable on the processor to implement the network complaint processing method according to any of the above.

[0034] The application further provides a computer program product, which includes a computer program, and the computer program is executable on the processor to implement the network complaint processing method according to any of the above.

[0035] The network complaint processing method, device, electronic equipment, storage medium and product provided by the application can realize complaint end-to-end analysis by calling an analysis platform fault tree tool, collecting signaling data and user plane documents of a complaint user for complaint bounding analysis, determining a plurality of to-be-referenced cells, and thus improving complaint bounding accuracy; the cell priority order is determined according to the distance between each to-be-referenced cell and a location cell, the complaint reply scope is determined according to the announcement of the to-be-referenced cell with the highest cell priority, the complaint reply scope can be output accurately by using priority logic, and thus the network complaint processing quality is improved, and frontline customer service work is efficiently and accurately supported. BRIEF DESCRIPTION OF DRAWINGS

[0036] In order to more clearly illustrate the technical solutions in the application or prior art, the following will briefly introduce the drawings needed to be used in the embodiments or prior art description. Obviously, the drawings in the following description are some embodiments of the application, and other drawings can be obtained by those skilled in the art without creative effort on the basis of these drawings.

[0037] Figure 1 Fig. 1 is a flowchart of the network complaint processing method provided by the application.

[0038] Figure 2 Fig. 2 is a schematic diagram of various information obtained by the server according to an embodiment of the application.

[0039] Figure 3 Fig. 3 is a schematic diagram of fault tree data collection according to an embodiment of the application.

[0040] Figure 4 Fig. 4 is a logic diagram of the fault tree tool identifying abnormal problems according to an embodiment of the application.

[0041] Figure 5 Fig. 5 is a schematic diagram of cell priority division when the complaint location is the current location according to an embodiment of the application.

[0042] Figure 6 Fig. 6 is a structural schematic diagram of the network complaint processing device according to an embodiment of the application.

[0043] Figure 7 Fig. 7 is a structural schematic diagram of the electronic equipment according to an embodiment of the application. DETAILED DESCRIPTION

[0044] In order to make the objects, technical solutions and advantages of the present application clearer, the technical solutions in the present application will be described clearly and completely below with reference to the drawings in the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in the present application, all the other embodiments obtained by those of ordinary skill in the art without creative work fall within the protection scope of the present application.

[0045] Figure 1 is a flowchart of a network complaint processing method provided by the present application. Referring to Figure 1 , the method can include the following steps:

[0046] In step 101, a complaint location provided by a complaint user is acquired, and a location cell closest to the complaint location is determined.

[0047] It should be noted that the execution subject of the network complaint processing method provided by the embodiments of the present application can be an electronic device, a component in the electronic device, an integrated circuit or a chip. The electronic device can be a mobile electronic device or a non-mobile electronic device. Illustratively, the mobile electronic device can be a mobile phone, a tablet computer, a notebook computer, a palm computer, a wearable device, an Ultra-mobile Personal Computer (UMPC), a netbook or a Personal Digital Assistant (PDA), etc., and the non-mobile electronic device can be a server, a Network Attached Storage (NAS), a Personal Computer (PC), a Television (TV), a cashier machine or a self-service machine, etc., and the embodiments of the present application do not make a specific limitation in this regard.

[0048] The following embodiment of the present application is described with the server as the execution subject. In the embodiment of the present application, the server can acquire information uploaded by an online customer service system, an analysis platform and a network complaint visualization system to process network complaints, and output accurate complaint reply standards, thereby efficiently and accurately supporting front-line customer service work. Specifically, the online customer service system can record complaint information such as complaint user number, complaint time and complaint location, and upload the complaint information to the server; after receiving the complaint information, the server can determine a cell closest to the complaint location as a location cell, trigger an analysis platform query logic, integrate business domain data, collect signaling data and user plane bills of the complaint user through an analysis platform fault tree tool to perform complaint bounding analysis, and acquire a bounding analysis result output by the analysis platform fault tool; the server can push the bounding analysis result to a network complaint visualization system, the network complaint visualization system can query number function, registration data and other information and send them to the server; the server can determine a cell priority order according to the received information and distances between each to-be-referenced cell and the location cell, and output accurate complaint reply standards according to an announcement of the to-be-referenced cell with the highest cell priority, thereby efficiently and accurately supporting front-line customer service work.

[0049] In an alternative embodiment, network complaint processing can also be realized by multiple system interactions. Specifically, the online customer service system can record complaint information such as complaint user number, complaint time and complaint location, and push the complaint information to an analysis platform to query network information, auxiliary information and traceability bounding information; the analysis platform can output a bounding analysis result and push it to the online customer service system; the online customer service system can push the location of the complaint user and the bounding analysis result to a network complaint visualization system; the network complaint visualization system can trigger HSS (Home Subscriber Server) and AS (Application Server) and other system query services to acquire complaint number function information, registration information, network information, log information and auxiliary information, search available standard information through a navigation type judgment process, and output complaint reply standards.

[0050] Figure 2 FIG. 1 is a schematic diagram of various types of information acquired by the server according to the embodiment of the present application. Referring to FIG. 1, the server can acquire various types of information such as network information, auxiliary information, traceability bounding information, complaint user location, complaint user number, complaint time, complaint location, complaint reply standards, etc. Figure 2complaint information, and comprehensive information. The comprehensive information can include positioning location, function query, registration state, network information, traceability delimitation information, log query, auxiliary information, etc. The positioning location information can include 4G online path / resident cell, 2G call path cell, and address library. The function query can include HSS (2 / 3 / 4G), TAS / ISBG (Time Alignment Signal / Internet Border Gateway Protocol), SMP (Security Manager Protocol), MSC (Mobile Switching Center), MME (Mobility Management Entity), and HSS (VoLTE (Voice over Long-Term Evolution)). The registration state can include HSS (2 / 3 / 4G), ISBG, MSC, MME, and HSS (VoLTE). The network information can include weak coverage library, withdrawal site, planning station, MR (Measure Report), fault / performance alarm, fault announcement, wireless index, and network change. The traceability delimitation information can include 4G online signaling traceability, CSFB (Circuit Switched Fallback) signaling traceability, and VoLTE signaling traceability. The log query can include SMS expert, MMS log, and SMS interworking gateway. The auxiliary information can include user type, terminal information, restart / terminal card replacement, 4G online behavior, commonly used knowledge base, and call bill.

[0051] In step 102, a fault tree tool of an analysis platform is called to collect signaling data and user plane documents of the complaint user for complaint delimitation analysis, and a plurality of to-be-referenced cells are determined.

[0052] The analysis platform can be a CCA (Canonieal Component Analysis) platform. The analysis platform can integrate user signaling and user plane documents through a speed delimitation hadoop engine, perform complaint delimitation analysis by using a fault tree tool, and output fault tree delimitation results. In the embodiment of the application, the analysis platform fault tree delimitation results can be called by using an API (Application Programming Interface) interface through a SOAP (Simple Object Access Protocol) protocol.

[0053] The analysis platform can analyze the relationship between the user complaint phenomenon and the business document features by manual analysis, form a delimitation analysis experience, and solidify the experience to the fault tree for complaint delimitation analysis, to obtain determined, suspected wireless or non-wireless delimitation results. The delimitation results can include multiple to-be-referenced cells such as the problem cell with the top three delimitation severity within 6 hours, the approach cell with the top three traffic, the occupied cell currently providing service for the user, and the day / night resident cell.

[0054] In step 103, the cell priority order is determined according to the distance between each to-be-referenced cell and the location cell.

[0055] Specifically, each to-be-referenced cell can be sorted according to the distance between the to-be-referenced cell and the location cell from near to far to determine the cell priority order. The closer the distance between the to-be-referenced cell and the location cell, the higher the cell priority; the farther the distance between the to-be-referenced cell and the location cell, the lower the cell priority.

[0056] In step 104, the complaint reply scope is determined according to the announcement of the to-be-referenced cell with the highest cell priority.

[0057] Specifically, when there are multiple announcements of the to-be-referenced cell with the highest cell priority, the complaint reply scope can be output according to the target announcement with the highest priority in the multiple announcements.

[0058] The embodiment of the application can realize end-to-end analysis of complaints by calling the fault tree tool of the analysis platform, collecting signaling data and user plane documents of complaint users for complaint delimitation analysis, and determining multiple to-be-referenced cells, thereby improving the accuracy of complaint delimitation; by determining the cell priority order according to the distance between each to-be-referenced cell and the location cell, and determining the complaint reply scope according to the announcement of the to-be-referenced cell with the highest cell priority, the priority logic can be used to output accurate complaint reply scope, thereby improving the quality of network complaint handling and efficiently and accurately supporting front-line customer service work.

[0059] In an optional embodiment, the calling of the analysis platform fault tree tool, the collection of the signaling data and the user plane document of the complaint user for complaint delimitation analysis, and the determination of the multiple to-be-referenced cells include: analyzing the signaling data and the user plane document to determine abnormal identification indexes for the application layer, the transmission control protocol (TCP) layer, the core network signaling layer, and the external data source; performing abnormal event identification based on the abnormal identification indexes to obtain a delimitation analysis result; and determining the multiple to-be-referenced cells based on the delimitation analysis result; the to-be-referenced cells include a problem cell affecting network performance, an approach cell on a user movement path, a resident cell, and an occupied cell currently providing service for the user.

[0060] Figure 3This is a schematic diagram of fault tree data acquisition provided in an embodiment of the present invention. (Refer to...) Figure 3 Node B connects to the RNC (Radio Network Controller), which in turn connects to the MSC via the Iu-CS interface. The BTS (Base Transceiver Station) connects to the BSC (Base Station Controller), which in turn connects to the MSC via the A interface. The MSC connects to the HLR (Home Location Register) via the C / D interface, which in turn connects to the SGSN (Serving General Packet Radio Service Support Node) via the Gr interface. The RNC connects to the SGSN via the Iu-PS interface, and the BSC connects to the SGSN via the Gb interface. The SGSN connects to the GGSN (Gateway General Packet Radio Service Support Node) via the Gn interface. The GGSN connects to the OCS (Online Charging System) via the Gy interface. The OCS connects to the PGW (Public Data Network Gateway) via the Gy interface. The PGW connects to the SGW (Serving Gateway) via the S5 / S8 interface. The SGSN connects to the SGW. The SGW connects to the eNode B via the S1-U interface. The eNode B connects to the MME via the S1-MME interface. The MME connects to the SGW via the S11 interface. The MME connects to the HSS (Home Subscriber Server) via the S6a interface. The MME connects to the SGSN.

[0061] External probe collection points can be placed between network element nodes, while internal probe collection points can be placed within network element nodes. Specifically, internal probe collection points can be placed in Node B, RNC, BSC, MME, and eNode B; external probe collection points can be placed at Iu-CS interface, A interface, C / D interface, Gr interface, Gb interface, Iu-PS interface, GGSN interface, Gy interface, S5 / S8 interface, S11 interface, S1-U interface, S1-MME interface, and S6a interface.

[0062] The PS (Personal System) interface includes: 2G (Gb, Gn), 3G (Iu-PS, Gn), and 4G (S1-MME, S1-U, S6a, S11, S3 / S10). The CS (Circuit-Switched) interface includes: 2G (A, C / D) and 3G (Iu-CS, C / D). The VoLTE interface includes: EPC (Evolved Packet Core) domain (S1-MME, S1-U, S6a, S11, S3 / S10, S5 / S8), IMS (IP Multimedia Subsystem) (Mw, Mg, Cx / Dx, Sh / Dh, ISC), and cross-domain (SGs, Sv, Gx, Rx, Gm).

[0063] The fault tree analysis platform's fault tree tool can collect CHR / MR (Call History Report / Measure Report) data through built-in and external probe collection points. This allows it to obtain user signaling data and user documents from complaining users, enabling complaint delineation analysis and identification of abnormal issues.

[0064] Figure 4 This is a logical diagram illustrating the fault tree tool for identifying abnormal problems provided in an embodiment of the present invention. (Refer to...) Figure 4 The identification of abnormal issues can be carried out through the following three dimensions:

[0065] (1) Selection of anomaly identification indicators: When selecting indicators, indicators that are sensitive to complaints can be chosen, thereby reducing the amount of computation while ensuring the accuracy of anomaly identification. For example, anomaly identification indicators selected for the application layer may include business type, HTTP error code, custom error code, and accessed website; anomaly identification indicators selected for the TCP (Transmission Control Protocol) layer may include request-response indicators, data transmission latency indicators, and packet loss and out-of-order indicators; anomaly identification indicators selected for the core network layer may include signaling timeout, signaling error, frequent signaling, and last signaling message; anomaly identification indicators selected for external source data may include terminal type and engineering coverage.

[0066] (2) Single-dimensional anomaly event identification: After selecting the indicators, it is necessary to find the identification methods for related indicator anomalies, such as signaling error codes, HTTP protocol error codes, etc., and at the same time, combine the TCP layer, wireless events, and external data sources to find possible anomaly event identification. Specifically, for application layer anomaly identification methods, these may include error-type anomalies, SP (Service Provider) access problems, unreasonable expectations, etc.; for TCP layer anomaly identification methods, these may include establishment problems, maintenance problems, quality problems, etc.; for core network signaling layer anomaly identification methods, these may include timeout anomalies, error-type anomalies, frequent anomalies, last message anomalies, etc.; for external data source anomaly identification methods, these may include system and service mismatch, known network problems, etc.

[0067] (3) Multidimensional anomaly event identification: Anomalies in the current network are usually obtained by associating multiple dimensions. Even if there are no anomalies in a single-dimensional scenario, they can be discovered by associating them together. For example, a 4G terminal with only 2G / 3G data is one such scenario. In this case, it is necessary to combine the terminal's attribute data and the user's actual network access data for identification. It can also identify situations such as the user turning off the 4G switch, causing slow network access, the occurrence of a specific error code that prevents the user from accessing the network, and 4G falling back to 2G / 3G but still having 4G coverage in the 2G / 3G fallback area.

[0068] In this embodiment of the invention, after identifying abnormal events, boundary analysis results can be obtained. Specifically, the following processing method can be used:

[0069] (1) Specific error code delimitation method

[0070] The specific error code delimitation method can accurately delimit complaints such as downtime and service restrictions, by directly defining the specific type of exception through a specific error code. For example, if a network error code indicates that the user is refusing to resolve a network issue, it is likely due to unpaid bills.

[0071] (2) User comparison method in different communities

[0072] When users report slow internet speeds, the first step is to use metrics such as RTT (Round-Trip Time) and bandwidth to identify whether the user's internet speed is indeed slow. However, even if these metrics are identified as poor, it cannot be determined whether the problem lies with the user's terminal or the network. It can be assumed that all cells will not experience problems simultaneously. Therefore, a boundary-based identification approach can be used: if RTT and bandwidth are poor across multiple cells, the problem can be inferred to be on the user's side; if RTT and bandwidth are poor only in one cell but normal in other cells, the problem can be inferred to be on the cell side.

[0073] (3) Anomaly Simulation Method

[0074] Many problems are caused by user-related issues, but user-side anomalies are diverse. Therefore, simulations can be performed based on potential user-side anomalies to identify specific characteristics of detailed transaction records under particular circumstances. For example, many users who have turned off their data switches report being unable to access the internet. Their signaling is normal with no errors, but they have no transaction records. Therefore, this XDR (External Data Representation) record phenomenon can be used to infer whether the user forgot to turn on their data switch.

[0075] (4) Third-party data source-assisted delimitation

[0076] For handling complaints, XDR (Extended Data Record) details are often not accurate enough. Therefore, combining them with third-party data can increase the accuracy of the problem identification. For example, in scenarios where a high-bandwidth user falls back to a low-bandwidth user, if it can be confirmed that the area where the fallback address is located is not covered by the high-bandwidth user, the problem can be identified as a network issue; otherwise, it is a user-side problem.

[0077] In this embodiment of the invention, when the boundary analysis determines that the user complaint is caused by a network problem, multiple cell results can be output, such as the problem cell that affects network performance associated with the complaint location, the path cell on the user's movement path, the resident cell, and the currently occupied cell that provides services to the user.

[0078] This invention utilizes the fault tree tool of an analysis platform to collect signaling data and user form documents from complaining users for complaint delimitation analysis. It selects abnormal indicators, identifies single-dimensional and multi-dimensional abnormal events, and obtains delimitation analysis results by targeting the application layer, TCP layer, core network signaling layer, and external data sources. This enables end-to-end complaint delimitation analysis and accurately locates the cells occupied by complaints using user-dimensional data, thereby improving the accuracy of complaint delimitation.

[0079] In one optional embodiment, determining the cell priority order based on the distance between each cell to be referenced and the location cell includes: if the current location of the complaining user is the complaint location, then determining the cell priority order based on the distance between each cell to be referenced and the location cell; if the current location of the complaining user is not the complaint location, then determining the cell priority order based on the distance between other cells to be referenced besides the occupied cell and the location cell.

[0080] Specifically, a location confirmation message can be sent to the complaining user to allow them to confirm whether their current location is the location of the complaint. If the complaining user's current location is the location of the complaint, the latitude and longitude of the complaint location can be determined through user authorization and LBS (Location Based Services) information. The priority order of cells can then be determined based on the distance between each cell to be referenced and the location cell. If the complaining user's current location is not the location of the complaint, the latitude and longitude of the complaint location can be queried through the map and location search backend to exclude cells already in use. The priority order of cells can then be determined based on the distance between the other cells to be referenced and the location cell.

[0081] This invention, by confirming whether the current location of the complaining user is the location of the complaint, determines whether to exclude the reference to the occupied cell, and then determines the priority order of the cells to be referenced. By using priority logic, it can output accurate complaint responses, thereby improving the quality of online complaint handling and efficiently and accurately supporting front-line customer service work.

[0082] In one optional embodiment, determining the cell priority order based on the distance between each cell to be referenced and the location cell includes: filtering the plurality of cells to be referenced according to the indoor / outdoor type and area type of the complaint location; and determining the cell priority order according to the order of the distance between each filtered cell to be referenced and the location cell from near to far.

[0083] Specifically, since the location cell is the nearest cell calculated from the complaint location provided by the complainant, rather than the precise cell output from the complainant's signaling data and user statement, it can be determined whether to exclude the reference to the location cell based on the indoor / outdoor type of the complaint location. The indoor / outdoor type includes both indoor and outdoor types.

[0084] The region type can include rural and non-rural regions. In this embodiment of the invention, the effective coverage distance can be determined according to the region type of the complaint location. The effective coverage distance in rural areas can be greater than that in non-rural areas. For example, the distance between sites can be determined based on the existing site spacing, confirming that the final effective coverage distance in rural areas is 1800 meters and the final effective coverage distance in non-rural areas is 500 meters.

[0085] In this embodiment of the invention, the decision to exclude a location cell can be made based on the indoor / outdoor type of the complaint location. Multiple cells to be referenced are then filtered according to the effective coverage distance range corresponding to the area type. The priority order of the cells is determined by ranking the distances between the selected cells and the location cell from closest to furthest. The closer the distance, the higher the priority.

[0086] This invention allows for the filtering of multiple communities to be referenced based on the indoor / outdoor type and area type of the complaint location. This facilitates the selection of precise communities for priority ranking, and then uses priority logic to output accurate complaint responses, thereby improving the quality of online complaint handling and efficiently and accurately supporting frontline customer service work.

[0087] In one optional embodiment, the step of filtering the plurality of cells to be referenced based on the indoor / outdoor type and area type of the location cell includes: if the indoor / outdoor type of the complaint location is indoor, then excluding the reference to the location cell; if the indoor / outdoor type of the complaint location is outdoor, then adding the reference to the location cell; if the area type of the complaint location is rural area, then filtering out the cells to be referenced within the effective coverage distance of the corresponding site in the rural area; if the area type of the complaint location is urban area, then filtering out the cells to be referenced within the effective coverage distance of the corresponding site in the urban area.

[0088] In this embodiment of the invention, if the indoor / outdoor type of the complaint location is indoor, the reference to the location cell is excluded, thereby prioritizing the problem cell, the transit cell, the resident cell, and the occupied cell; if the indoor / outdoor type of the complaint location is outdoor, the reference to the location cell is added, thereby prioritizing the location cell, the problem cell, the transit cell, the resident cell, and the occupied cell.

[0089] If the complaint location is in a rural area, then select cells within the effective coverage distance of the corresponding site in the rural area to be used; if the complaint location is in an urban area, then select cells within the effective coverage distance of the corresponding site in the urban area to be used. In practical applications, sampling points can be collected based on actual complaint work orders to obtain the maximum, minimum, range, standard deviation, and arithmetic mean to plot a distance histogram and distance interval distribution. The effective coverage distance range thresholds can then be adjusted empirically to 100 meters, 500 meters, 1000 meters, and 1800 meters.

[0090] This invention allows for the filtering of multiple communities to be referenced based on the indoor / outdoor type and area type of the complaint location. This facilitates the selection of precise communities for priority ranking, and then uses priority logic to output accurate complaint responses, thereby improving the quality of online complaint handling and efficiently and accurately supporting frontline customer service work.

[0091] In one optional embodiment, determining the complaint response criteria based on the announcement of the cell with the highest cell priority to be referenced includes: obtaining basic complaint information; the basic complaint information includes at least one of the time of the problem occurrence and the type of complaint service; querying the announcements of the cell with the highest cell priority to be referenced to determine multiple target announcements that match the basic complaint information; if the complaint is not caused by weak coverage, then determining the complaint response criteria based on the target announcement with the highest announcement priority among the multiple target announcements.

[0092] In this embodiment of the invention, the information obtained by the server may include network information and basic complaint information. Network information may include the resident cell, problem cell, transit cell, occupied cell, and the cell closest to the complaint location, based on the signaling data and user form output of the complaining user. Basic complaint information may include the time the problem occurred, the type of service complained about (e.g., voice, internet access, SMS / MMS, roaming, etc.), the complaint symptoms (e.g., static during calls, slow internet access, etc.), and the faulty number.

[0093] Multiple announcements can exist for the highest-priority cell to be referenced. When querying announcements for the highest-priority cell to be referenced, if the problem occurred within the valid time range of a certain announcement, or if the service type affected by the announcement is the same as the service type complained about, then the announcement meets the basic complaint information and can be identified as the target announcement. In cases where the complaint is not due to weak coverage, the response to the complaint can be determined based on the highest-priority target announcement among multiple target announcements.

[0094] By utilizing basic complaint information, this invention can determine more accurate announcements, thereby facilitating the output of precise complaint responses, improving the quality of online complaint handling, and efficiently and accurately supporting frontline customer service work.

[0095] In an optional embodiment, the method further includes: if the complaint is due to weak coverage, then referencing the database criteria to determine the appropriate response criteria for the complaint.

[0096] Specifically, the data can include system announcement data, database data, and announcement data for the referenced cells output by the fault tree tool of the analysis platform. System announcement data can refer to automatic announcements such as service outages and interference issued through centralized fault management systems, network optimization MR monitoring, etc., as well as manually issued announcements based on manual judgment or on-site conditions, system optimization, cutover upgrades, etc. Database data can refer to weak coverage and optimization issues identified through actual measurements and accumulated customer complaints, verified by local authorities, and reported to the server (or network complaint visualization system). Announcement data for the referenced cells output by the fault tree tool of the analysis platform refers to the announcement data generated by manually analyzing the relationship between user complaint phenomena and business document characteristics, forming boundary analysis experience, and solidifying this experience into the fault tree for complaint boundary analysis.

[0097] In this embodiment of the invention, it can be determined whether the complaint is caused by weak coverage, thereby determining whether to use the information database criteria. If the complaint is caused by weak coverage, then the weak coverage and optimization issues identified by actual measurements, cumulative customer complaints, and other statistics can be used; otherwise, only the system announcement criteria or the announcement criteria of the cell to be referenced output by the fault tree tool of the analysis platform can be used.

[0098] Figure 5 This is a schematic diagram illustrating the priority allocation of multiple announcement channels for residential communities when the complaint location is the current location, provided in an embodiment of the present invention. (Refer to...) Figure 5 It can use nested if structures to prioritize cells based on indoor / outdoor type, whether they are in rural areas, whether they are within the effective coverage distance of the area type, and whether they have weak coverage, integrating multiple announcement standards from various platforms to output accurate customer service complaint response standards.

[0099] When the complaint location is the current location of the complaining user:

[0100] (1) For the distance interval (0,100): When it is an indoor complaint, the priority is indoor distributed cell first and occupied cell > permanent cell > problem cell > transit cell; when it is an outdoor complaint, the priority is occupied cell > permanent cell > problem cell > transit cell > location cell.

[0101] (2) (100,500) Distance range: If it belongs to the weak coverage problem: the priority is information database caliber > occupied cell > problem cell > permanent cell > transit cell > location cell; If it does not belong to the weak coverage problem: the priority is occupied cell > problem cell > permanent cell > transit cell > location cell.

[0102] (3) (500, 1000) Distance interval: If it belongs to the weak coverage problem: the priority is information database > occupied cell > problem cell > permanent cell > transit cell > location cell; If it does not belong to the weak coverage problem: the priority is occupied cell > problem cell > permanent cell > transit cell > location cell.

[0103] (4) (1000, 1800) Distance interval: If it belongs to the weak coverage problem: priority is information database > occupied cell > problem cell > permanent cell > transit cell > location cell; if it does not belong to the weak coverage problem: priority is occupied cell > problem cell > permanent cell > transit cell > location cell.

[0104] When the location of the complaint is not the current location of the complaining user:

[0105] (1)(0,100] Distance range: When the complaint is indoor, the priority is indoor distributed cell first, and the problem cell > the resident cell > the cell through; when the complaint is outdoor, the priority is problem cell > resident cell > cell through > location cell.

[0106] (2) (100,500) Distance interval: If it belongs to the weak coverage problem: the priority is information database > problem cell > permanent cell > transit cell > location cell; if it does not belong to the weak coverage problem: the priority is problem cell > permanent cell > transit cell > location cell.

[0107] (3) (500, 1000) Distance interval: If it belongs to the weak coverage problem: the priority is information database > problem cell > permanent cell > transit cell > location cell; if it does not belong to the weak coverage problem: the priority is problem cell > permanent cell > transit cell > location cell.

[0108] (4) (1000, 1800) Distance interval: If it belongs to the weak coverage problem: the priority is information database > problem cell > permanent cell > transit cell > location cell; if it does not belong to the weak coverage problem: the priority is problem cell > permanent cell > transit cell > location cell.

[0109] When multiple announcements exist in the same community, the following priority is applied: Emergency Complaint Announcement > Predictable Fault > Optimization and Adjustment Special Event > Unpredictable Fault > Interference Announcement (non-natural cause) > Optimization and Adjustment Announcement (insufficient capacity) > Optimization and Adjustment Announcement (other) > Engineering Commissioning Announcement > Interference Announcement (natural cause).

[0110] To enable those skilled in the art to better understand the embodiments of the present invention, an example is provided below to illustrate the embodiments of the present invention.

[0111] The element information that can be obtained is shown in Table 1:

[0112]

[0113] Table 1

[0114] Once the information is obtained, the location of the complaint can be confirmed as the current location of the complaining user, and the following community priority order calculation can be performed.

[0115] Step 1: If the indoor / outdoor type is "indoor", then filter out the communities with announcements from the communities occupied, communities with permanent residents, problem communities, and communities that are passed through, excluding the nearest location community HDFEF0600XXXX-HLHF_4.

[0116] Step 2: If the area type is rural, then determine whether to use the occupied, resident, problematic, or transit areas within 1800 meters for announcement inquiry. Based on the distance judgment results, all four types of areas meet the announcement citation conditions.

[0117] Step 3: Prioritize the affected communities by distance: occupied communities, frequently visited communities, problematic communities, and communities along the route. HDFEF0541XXXX-HFH-2 is 338 meters from the complaint location, so it is prioritized for announcement inquiry. The search revealed an activity announcement for this community with an announcement period from 16:45:00 on November 30, 2021 to 16:44:58 on December 1, 2021. The customer complaint was filed at 12:46:24 on December 1, 2021, falling within the announcement's valid timeframe. Furthermore, the affected "service type" is "data service" (i.e., mobile internet service), which aligns with the customer's complaint about mobile internet access. The conclusion is: this announcement meets the citation criteria; the "project type" is insufficient capacity for optimization and adjustment announcements, making it one of the criteria for citation.

[0118] Step 4: The network problem analysis result is network-related - downlink interference, which does not meet the weak coverage condition, so there is no need to query the information database. Furthermore, the information type output by the CCA platform provided in this complaint is "Optimization and Adjustment Announcement: Insufficient Capacity," which belongs to the suspected category. According to the following priority principle: Foreseeable fault announcement information > CCA platform output confirmed information > Unforeseeable fault announcement information > Interference announcement information (non-natural cause) > Optimization and Adjustment Announcement (Insufficient Capacity) > Engineering commissioning announcement information > Interference announcement information (natural cause) > CCA platform output suspected information, the announcement information output in Step 3 is used first.

[0119] The final output will be a single, official statement. For example, the output response could be: "Hello! We are aware of the issue you mentioned. We sincerely apologize for the inconvenience. Our investigation indicates that the problem is caused by a high concentration of users in your vicinity. We are working diligently to resolve the issue and restore service as soon as possible. We apologize for any inconvenience this may cause. (This is an unforeseen issue, and the exact restoration time is uncertain. Please explain this to the complaining user. If the user insists on further inquiry, you can tell them, 'We are working diligently and service should be restored within 1-3 business days. Please keep us updated. Thank you for your understanding and support.')"

[0120] This invention utilizes the fault tree tool of an analysis platform to collect signaling data and user form documents from complaining users for complaint delineation analysis. This identifies multiple cells to be referenced, enabling end-to-end complaint analysis. By leveraging user-dimensional data, it accurately locates the cells to be referenced, thereby improving the accuracy of complaint delineation. Furthermore, by optimizing and reconstructing the complaint response logic, it determines the priority order of cells based on the distance between each cell to be referenced and the location cell. The response is then determined based on the announcement of the cell with the highest priority. This priority logic allows for the output of precise complaint responses, thereby improving the quality of online complaint handling and efficiently and accurately supporting frontline customer service work.

[0121] The following describes the network complaint processing device provided by the present invention. The network complaint processing device described below can be referred to in correspondence with the network complaint processing method described above.

[0122] Figure 6 This is a schematic diagram of the structure of the online complaint processing device provided in an embodiment of the present invention. (Refer to...) Figure 6 This invention provides an online complaint processing device, which may specifically include the following modules:

[0123] The acquisition module 601 is used to acquire the complaint location provided by the complaining user and determine the cell closest to the complaint location; the invocation module 602 is used to invoke the fault tree tool of the analysis platform to collect the signaling data and user face document of the complaining user to perform complaint delimitation analysis and determine multiple cells to be referenced;

[0124] The priority determination module 603 is used to determine the priority order of cells based on the distance between each cell to be referenced and the location cell;

[0125] The caliber determination module 604 is used to determine the caliber of the complaint response based on the announcement of the highest priority cell to be referenced.

[0126] This invention utilizes the fault tree tool of an analysis platform to collect signaling data and user form documents from complaining users for complaint delineation analysis, identifying multiple cells to be referenced. This enables end-to-end complaint analysis, thereby improving the accuracy of complaint delineation. By determining the cell priority order based on the distance between each cell to be referenced and the location cell, and determining the complaint response guidelines based on the announcement of the cell with the highest cell priority, the priority logic can be used to output precise complaint response guidelines, thereby improving the quality of network complaint handling and efficiently and accurately supporting front-line customer service work.

[0127] Figure 7 An example is a schematic diagram of the physical structure of an electronic device, such as... Figure 7 As shown, the electronic device may include: a processor 710, a communications interface 720, a memory 730, and a communication bus 740, wherein the processor 710, communications interface 720, and memory 730 communicate with each other through the communication bus 740. The processor 710 can call logical instructions in the memory 730 to execute a network complaint handling method. This method includes: obtaining the complaint location provided by the complainant and determining the nearest cell to the complaint location; calling the fault tree tool of the analysis platform to collect the complainant's signaling data and user form documents for complaint delimitation analysis, and determining multiple cells to be referenced; determining the cell priority order based on the distance between each cell to be referenced and the nearest cell; and determining the complaint response guidelines based on the announcement of the cell with the highest cell priority.

[0128] Furthermore, the logical instructions in the aforementioned memory 730 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.

[0129] 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 network complaint handling method provided by the above methods. The method includes: obtaining the complaint location provided by the complainant and determining the nearest cell to the complaint location; calling the fault tree tool of the analysis platform to collect the signaling data and user form documents of the complainant for complaint delimitation analysis and determine multiple cells to be referenced; determining the cell priority order according to the distance between each cell to be referenced and the location cell; and determining the complaint response criteria according to the announcement of the cell with the highest cell priority.

[0130] 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 is implemented to perform the network complaint handling method provided by the above methods. The method includes: obtaining the complaint location provided by the complainant and determining the location cell closest to the complaint location; invoking the fault tree tool of the analysis platform to collect the signaling data and user form documents of the complainant for complaint delimitation analysis and determine multiple cells to be referenced; determining the cell priority order according to the distance between each cell to be referenced and the location cell; and determining the complaint response criteria according to the announcement of the cell with the highest cell priority.

[0131] 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.

[0132] 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.

[0133] 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. A method for handling online complaints, characterized in that, include: Obtain the location of the complaint provided by the complaining user, and determine the nearest residential community to the complaint location; The fault tree tool of the analysis platform is invoked to collect the signaling data and user face documents of the complaining users to perform complaint delineation analysis and identify multiple cells to be referenced. The cell priority order is determined based on the distance between each cell to be referenced and the cell at the location. Determine the appropriate response to the complaint based on the announcement from the highest-priority community to be cited. The step of determining the cell priority order based on the distance between each cell to be referenced and the location cell includes: The multiple residential communities to be referenced are filtered based on the indoor / outdoor type and area type of the complaint location; The cell priority order is determined based on the order of distance between each selected cell to be referenced and the cell at the location, from closest to furthest. The step of filtering the multiple residential communities to be referenced based on the indoor / outdoor type and area type of the complaint location includes: If the indoor / outdoor type of the complaint location is indoor, then the reference to the location cell is excluded; if the indoor / outdoor type of the complaint location is outdoor, then the reference to the location cell is added. If the location of the complaint is a rural area, then select the cells to be used within the effective coverage distance of the corresponding site in the rural area; if the location of the complaint is a town area, then select the cells to be used within the effective coverage distance of the corresponding site in the town area.

2. The online complaint handling method according to claim 1, characterized in that, The fault tree tool of the analysis platform is invoked to collect signaling data and user face documents from the complaining user for complaint delineation analysis, identifying multiple cells to be referenced, including: The signaling data and user form data are analyzed to determine anomaly identification indicators for the application layer, transmission control protocol TCP layer, core network signaling layer, and external data sources; Based on the aforementioned anomaly identification indicators, anomaly events are identified, and boundary analysis results are obtained. Based on the delimitation analysis results, multiple cells to be referenced are identified; the cells to be referenced include problem cells that affect network performance, transit cells on the user's mobility path, resident cells, and currently occupied cells that provide services to the user.

3. The online complaint handling method according to claim 2, characterized in that, The step of determining the cell priority order based on the distance between each cell to be referenced and the location cell includes: If the current location of the complaining user is the location of the complaint, then the priority order of the cells is determined according to the distance between each cell to be referenced and the cell at the location. If the current location of the complaining user is not the location of the complaint, the priority order of the cells is determined based on the distance between the other cells to be referenced (excluding the occupied cell) and the cell at the location.

4. The online complaint handling method according to claim 1, characterized in that, The process of determining the response guidelines for complaints based on the announcements of the highest-priority cells to be referenced includes: Obtain basic complaint information; the basic complaint information includes at least one of the following: the time the problem occurred and the type of complaint. The announcement query is performed on the community with the highest community priority to be referenced to identify multiple target announcements that match the basic complaint information; If the complaint is not due to weak coverage, the response to the complaint will be determined based on the target announcement with the highest priority among the multiple target announcements.

5. The online complaint handling method according to claim 4, characterized in that, Also includes: If the complaint is due to weak coverage, the database criteria should be used to determine the appropriate response.

6. A network complaint processing device, characterized in that, include: The acquisition module is used to acquire the location of the complaint provided by the complaining user and determine the nearest residential area to the complaint location; The calling module is used to call the fault tree tool of the analysis platform to collect the signaling data and user face documents of the complaining user to perform complaint delineation analysis and determine multiple cells to be referenced; The priority determination module is used to determine the priority order of cells based on the distance between each cell to be referenced and the cell at the location; The caliber determination module is used to determine the caliber of the complaint response based on the announcement of the highest-priority cell to be referenced. The step of determining the cell priority order based on the distance between each cell to be referenced and the location cell includes: The multiple residential communities to be referenced are filtered based on the indoor / outdoor type and area type of the complaint location; The cell priority order is determined based on the order of distance between each selected cell to be referenced and the cell at the location, from closest to furthest. The step of filtering the multiple residential communities to be referenced based on the indoor / outdoor type and area type of the complaint location includes: If the indoor / outdoor type of the complaint location is indoor, then the reference to the location cell is excluded; if the indoor / outdoor type of the complaint location is outdoor, then the reference to the location cell is added. If the location of the complaint is a rural area, then select the cells to be used within the effective coverage distance of the corresponding site in the rural area; if the location of the complaint is a town area, then select the cells to be used within the effective coverage distance of the corresponding site in the town area.

7. 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 network complaint processing method as described in any one of claims 1 to 5.

8. A non-transitory computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by a processor, it implements the network complaint handling method as described in any one of claims 1 to 5.

9. A computer program product, comprising a computer program, characterized in that, When the computer program is executed by a processor, it implements the network complaint handling method as described in any one of claims 1 to 5.

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