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

Abstract

This invention provides a complaint handling method, apparatus, device, medium, and computer program product. The method includes: determining the degradation index of a user complaint number based on business log information corresponding to that number; performing DPI diagnostic delimitation on the detailed user complaint record to obtain a DPI delimitation result; the detailed user complaint record includes business log information and degradation indexes; if the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, performing OMC performance delimitation on the detailed user complaint record to obtain an OMC delimitation result; if the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, performing equipment alarm delimitation on the detailed user complaint record to obtain an alarm delimitation result; and determining the complaint problem domain based on the DPI delimitation result, OMC delimitation result, and alarm delimitation result, and outputting processing suggestions corresponding to the complaint problem domain. This invention provides accurate suggestions for complaint handling by comprehensively analyzing DPI, OMC, and alarm data.

Description

Technical Field

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

[0002] Existing complaint handling systems primarily rely on failure codes (CAUSE values) to identify abnormal events and network element-level analysis to pinpoint the root cause of complaints. This approach largely employs traditional To Customer (ToC) analysis methods, neglecting the multi-application scenarios, diverse service types, multiple network elements, and significant terminal differences inherent in 5G private networks. Therefore, current technical solutions struggle to accurately define and address user complaints related to 5G private networks. Summary of the Invention

[0003] This invention provides a complaint handling method, apparatus, device, medium, and computer program product to address the shortcomings of inaccurate problem delineation in existing complaint handling technologies for communication services, and to achieve more accurate problem delineation in complaints.

[0004] This invention provides a complaint handling method, comprising the following steps.

[0005] Based on the business log information corresponding to the user complaint number, the degradation index of the user complaint number is determined;

[0006] The user complaint details are subjected to DPI diagnosis and delimitation based on packet-based deep inspection technology to obtain DPI delimitation results; the user complaint details include the business log information and the degradation indicators;

[0007] If the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, the OMC performance delimitation of the user complaint details is performed by the Network Operation and Maintenance Management Center to obtain the OMC delimitation result.

[0008] If the complaint delineation conclusion cannot be determined based on the OMC delineation result, the device alarm delineation is performed on the user complaint details to obtain the alarm delineation result.

[0009] Based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, the complaint problem domain is determined, and the corresponding processing suggestions are output.

[0010] According to a complaint handling method provided by the present invention, the DPI diagnostic delimitation includes empirical rule delimitation, failure code delimitation, and private network aggregation analysis delimitation; the DPI diagnostic delimitation based on packet-based deep detection technology on the user complaint details to obtain the DPI delimitation result includes:

[0011] The user complaint details are sequentially delimited using the empirical rule, the failure code, and the aggregation analysis to obtain empirical delimitation results, failure code delimitation results, and aggregation delimitation results.

[0012] Based on the empirical delimiting results, the failure code delimiting results, and the aggregated delimiting results, the DPI delimiting results are determined.

[0013] According to a complaint processing method provided by the present invention, determining the DPI delimitation result based on the empirical delimitation result, the failure code delimitation result, and the aggregated delimitation result includes:

[0014] If a complaint delineation conclusion is determined based on the empirical delineation result, the empirical delineation result is determined as the DPI delineation result.

[0015] If the complaint delimitation conclusion cannot be determined based on the empirical delimitation result, but the complaint delimitation conclusion is determined based on the failure code delimitation result, the failure code delimitation result is determined as the DPI delimitation result.

[0016] If the complaint delimitation conclusion cannot be determined based on the empirical delimitation result and the failure code delimitation result, but the complaint delimitation conclusion is determined based on the aggregated delimitation result, the aggregated delimitation result is determined as the DPI delimitation result.

[0017] According to a complaint handling method provided by the present invention, when a complaint delimitation conclusion cannot be determined based on the DPI delimitation result, the user complaint details are subjected to OMC performance delimitation by the Network Operations Management Center to obtain the OMC delimitation result, which includes:

[0018] If the complaint delineation conclusion cannot be determined based on the DPI delineation result, obtain the OMC index threshold.

[0019] The network element occupied by the user is determined based on the detailed user complaint list.

[0020] The abnormal network elements among the network elements occupied by the user are determined according to the OMC indicator threshold;

[0021] The OMC delimitation result is determined based on the abnormal network elements.

[0022] According to a complaint handling method provided by the present invention, when a complaint delimitation conclusion cannot be determined based on the OMC delimitation result, the method performs equipment alarm delimitation on the user complaint details to obtain alarm delimitation results, including:

[0023] If the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, obtain the equipment alarm information;

[0024] The user-occupied network element is associated with the device alarm information to obtain the alarm network element;

[0025] The alarm delimitation result is determined based on the alarm network element.

[0026] According to a complaint handling method provided by the present invention, determining the complaint problem domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result includes:

[0027] The complaint problem domain is determined based on the first boundary problem, the second boundary problem, and the third boundary problem; the first boundary problem is determined based on the DPI boundary result; the second boundary problem is determined based on the OMC boundary result; and the third boundary problem is determined based on the alarm boundary result.

[0028] The present invention also provides a complaint processing device, comprising the following modules:

[0029] The degradation index determination module is used to determine the degradation index of the user complaint number based on the business log information corresponding to the user complaint number.

[0030] The DPI diagnostic and delimitation module is used to perform DPI diagnostic and delimitation on user complaint details using packet-based deep detection technology to obtain DPI delimitation results; the user complaint details include the business log information and the degradation indicators.

[0031] The OMC performance delimitation module is used to perform OMC performance delimitation on the user complaint details when the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, and obtain the OMC delimitation result.

[0032] The device alarm delimitation module is used to delimit device alarms on the user complaint details when the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, and to obtain the alarm delimitation result.

[0033] The complaint handling module is used to determine the complaint problem domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, and output the handling suggestions corresponding to the complaint problem domain.

[0034] 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 complaint processing method as described above.

[0035] 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 complaint processing method as described above.

[0036] The present invention also provides a computer program product, including a computer program that, when executed by a processor, implements the complaint handling method as described above.

[0037] The complaint handling method, apparatus, equipment, medium, and computer program product provided by this invention obtain and output degradation indicators through business logs. Various degradation boundaries are determined through detailed user complaint records, and boundary analysis outputs the boundary results. User numbers are analyzed based on DPI technology to list the occupied wireless and core network elements and correlate different levels of alarms. A comprehensive analysis of DPI, OMC, and alarm data provides accurate suggestions for complaint handling. Attached Figure Description

[0038] 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.

[0039] Figure 1 This is one of the flowcharts of the complaint handling method provided by the present invention.

[0040] Figure 2 This is the second flowchart of the complaint handling method provided by the present invention.

[0041] Figure 3 This is a schematic diagram of the complaint processing device provided by the present invention.

[0042] Figure 4 This is a schematic diagram of the structure of the electronic device provided by the present invention. Detailed Implementation

[0043] 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.

[0044] The following is combined with Figures 1-4 This invention describes the complaint handling method, apparatus, equipment, medium, and computer program product.

[0045] Figure 1 This is one of the flowcharts illustrating the complaint handling method provided by the present invention, such as... Figure 1 As shown, the method includes the following:

[0046] Step 100: Based on the business log information corresponding to the user complaint number, determine the degradation index of the user complaint number;

[0047] Specifically, the complaint handling solution provided in this application mainly includes several parts such as abnormal event identification, problem delimitation, performance diagnosis of the Operation and Maintenance Center (OMC), equipment alarm diagnosis, and comprehensive delimitation output. In the abnormal event identification process, by reading and processing the user's complaint work order, the business usage scenario of the user's complaint number is identified, and the log details of the business usage (i.e., the business log information in this embodiment) are queried according to the user's complaint number, thereby identifying the user's degradation event (i.e., the degradation index in this embodiment).

[0048] Step 200: Perform DPI diagnosis and delimitation on the user complaint details using packet-based deep inspection technology to obtain the DPI delimitation result; the user complaint details include the business log information and the degradation indicators;

[0049] In the problem delimitation process, the delimitation methods mainly include three Deep Packet Inspection (DPI) diagnostic delimitation methods: empirical rule delimitation, CAUSE value (failure code) delimitation, and private network aggregation analysis delimitation. The main processing object of problem delimitation is the detailed complaint records of users. For the above three DPI diagnostic delimitation methods, the main causes of DPI delimitation are output according to their weights, which is the DPI delimitation result in this embodiment.

[0050] Step 300: If the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, the OMC performance delimitation of the user complaint details is performed by the Network Operation and Maintenance Management Center to obtain the OMC delimitation result.

[0051] If none of the aforementioned DPI multidimensional delimitation methods can provide a problem delimitation conclusion for this user complaint, then an OMC indicator or device alarm information is correlated for a comprehensive delimitation analysis. OMC performance diagnosis associates the network elements occupied by the complaining user with radio and core network OMC performance indicators, identifies the degradation of network element indicators, and outputs the OMC performance delimitation result and the degree of performance degradation.

[0052] Step 400: If the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, the device alarm delimitation is performed on the user complaint details to obtain the alarm delimitation result;

[0053] During the equipment alarm diagnosis process, the network elements occupied by the complaining user are associated with wireless and core network alarms to identify network element faults, and the alarm performance delimitation results and the degree of impact of fault degradation are output.

[0054] Step 500: Based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, determine the complaint problem domain and output the processing suggestions corresponding to the complaint problem domain.

[0055] During the output of the comprehensive delimitation results, the delimitation results of DPI diagnosis, OMC diagnosis, and alarm diagnosis listed above are summarized and output as a comprehensive delimitation result. This is the complaint issue domain in this embodiment, and then the corresponding processing suggestions are output.

[0056] This embodiment obtains and outputs degradation indicators through service logs. It determines various degradation boundaries using detailed user complaint records, and outputs the boundary analysis results. Based on DPI technology analysis of user numbers, it lists the occupied wireless and core network elements and correlates them with different levels of alarms. By comprehensively analyzing DPI, OMC, and alarm data, it proposes accurate suggestions for complaint handling.

[0057] In one embodiment, the complaint handling method provided in this application may further include:

[0058] Step 210: Perform the empirical rule delimitation, the failure code delimitation, and the aggregation analysis delimitation on the user complaint details in sequence to obtain the empirical delimitation result, the failure code delimitation result, and the aggregation delimitation result in sequence;

[0059] Step 220: Determine the DPI delimitation result based on the empirical delimitation result, the failure code delimitation result, and the aggregate delimitation result.

[0060] Specifically, rule-based delimitation involves correlating the detailed complaint records with expert handling experience rules learned and solidified during the work order processing to delimit the complaint issue. CAUSE value delimitation uses the failure code (CAUSE value) from the detailed complaint records to delimit the issue to the wireless, core network, user, or server level. Private network aggregation analysis delimitation delimits business processes without CAUSE values, employing multi-dimensional aggregation to identify abnormal network elements and using a peeling-the-onion approach to analyze layer by layer and deduce the cause of the problem. The three DPI diagnostic delimitation methods—rule-based delimitation, CAUSE value delimitation, and private network aggregation analysis delimitation—are sorted by weight, and the DPI delimitation results are output.

[0061] This embodiment determines the DPI delimitation result by comprehensively delimiting the results based on empirical delimitation results, failure code delimitation results, and aggregated delimitation results.

[0062] In one embodiment, the complaint handling method provided in this application may further include:

[0063] Step 221: If a complaint delimitation conclusion is determined based on the empirical delimitation result, the empirical delimitation result is determined as the DPI delimitation result;

[0064] Step 222: If the complaint delimitation conclusion cannot be determined based on the empirical delimitation result, and the complaint delimitation conclusion is determined based on the failure code delimitation result, the failure code delimitation result is determined as the DPI delimitation result.

[0065] Step 223: If the complaint delimitation conclusion cannot be determined based on the empirical delimitation result and the failure code delimitation result, but the complaint delimitation conclusion is determined based on the aggregated delimitation result, the aggregated delimitation result is determined as the DPI delimitation result.

[0066] Specifically, the main process of using empirical rules for boundary determination is as follows:

[0067] 1. Enter historical complaint work orders.

[0068] 2. Extract characteristic indicators from historical complaint work orders. These characteristic indicators include the following:

[0069] Complaint Type: For example, network connectivity issues, slow speeds, and insufficient signal coverage; Complaint Keywords: Analyze common keywords or phrases in complaint tickets to understand the user's main problem; Complaint Time: Record the time the complaint occurred; Geographic Location: Record the geographical location information of the complaint to analyze problems in specific areas; Device Information: Record the type, model, and software version of the device used by the user; Network Parameters: Record the network parameters the user is connected to, such as frequency band, bandwidth, and signal strength; Fault Type: The specific fault type involved in the complaint, such as network interruption, data loss, and call quality issues; Solution: Record the solution taken for each complaint.

[0070] 3. Compile reason delimitation and analysis tags for historical complaint work orders. Analyze the relationship between changes in the performance indicators of complaining users and the reason delimitation tags. By summarizing and organizing historical data, and combining professional knowledge and expert experience, delimitation rules are formed. In daily operation, the delimitation rules are automatically revised by periodically learning from newly added work order data to maintain or improve the accuracy of the delimitation results.

[0071] 4. Bounding rules: Supports categorizing issues into the following types: card number issues, terminal issues, wireless issues, core network issues, and service provider (SP) issues.

[0072] 5. Obtain detailed records of user complaints.

[0073] 6. Extraction of characteristic indicators of complaining users.

[0074] 7. Performance index delimitation analysis for complaining users: The system automatically associates and matches the performance index issues of complaining users with empirical rules. If an association is found, the delimitation result is output directly; otherwise, the output is empty.

[0075] 8. Output the empirical boundary results, for example, the conclusion is "user problem"; the conclusion description is "network access failure, SIM card malfunction".

[0076] Specifically, the main process for delimiting CAUSE values ​​is as follows:

[0077] 1. A single user, a single Data Network Name (DNN), or a single metric name can be used as input conditions. Detailed lists of failure reasons for different processes based on these input conditions are obtained. The names of the corresponding problems are encoded based on the relationship rules between metrics and detailed lists, as well as the CAUSE delimitation rules and their content.

[0078] 2. Summarize the conclusions of External Data Representation (XDR) value delimitation: Summarize the number of records for each category according to the failure classification field, and obtain the statistics for each category.

[0079] 3. Summary of wireless or network element reasons: Summarize by network element name and cell name respectively, and then take the top three reasons.

[0080] 4. Clustered Network Elements: Identify the problem network elements under the bounded principal causes. Obtain the conclusions of cause value bounds from the full XDR and summarize them according to the network element dimensions of different domains. Select the top three network elements for each bounded principal cause as the main problem network elements.

[0081] Specifically, the explanation of private network aggregation analysis and delimitation is as follows: For failure and abnormal events, aggregation is carried out according to different dimensions and different network elements. The proportion of network elements with more failures than the average number of network element failures is calculated to the total number of network elements. The poor quality network element judgment configuration table is associated to judge abnormal network elements, and delimitation is carried out layer by layer according to the delimitation order.

[0082] The specific content of the DPI diagnostic cutoff results output is as follows:

[0083] 1. If the boundary determination of the complaining user matches the empirical rule, there is an empirical rule boundary determination result output. The single-user empirical boundary determination conclusion output according to the empirical rule boundary is the main cause of the problem boundary.

[0084] 2. If the empirical rule delimitation does not match the delimitation result, then determine the delimitation result of the CAUSE value delimitation, and output the main cause of the user's problem delimitation based on the CAUSE value delimitation result;

[0085] 3. If the CAUSE value delimitation still does not match the delimitation result, then observe the delimitation result of the private network aggregation analysis. If a certain network element occupying the network element has been judged as an abnormally degraded network element, then the fault delimitation of the complaining user occupying the network element adopts the analysis conclusion of the private network aggregation analysis as the main cause of the problem.

[0086] 4. If none of the DPI multidimensional delimitation methods can output a delimitation conclusion for the user complaint, then proceed to the next step, linking OMC indicators or equipment alarm information to conduct a comprehensive problem delimitation analysis.

[0087] This embodiment uses DPI comprehensive diagnostic boundary analysis to output boundary results and provide accurate complaint handling suggestions.

[0088] Figure 2 This is the second flowchart of the complaint handling method provided by the present invention, as shown below. Figure 2 As shown, the method may further include:

[0089] Step 310: If the complaint delineation conclusion cannot be determined based on the DPI delineation result, obtain the OMC index threshold;

[0090] Step 320: Determine the network element occupied by the user based on the detailed user complaint list;

[0091] Step 330: Determine the abnormal network elements among the user-occupied network elements based on the OMC indicator threshold;

[0092] Step 340: Determine the OMC delimitation result based on the abnormal network elements.

[0093] Specifically, the OMC performance diagnostic process is as follows:

[0094] 1. Based on the complaint user's number information, output the list of wireless network elements occupied by the user according to DPI, as well as the list of network elements for the core network Access and Mobility Management Function (AMF) and User Plane Function (UPF);

[0095] 2. For each OMC indicator, configure a threshold table to determine whether the indicator is good or bad;

[0096] 3. If an anomaly is detected, output the delimitation conclusion and select the top three network elements.

[0097] This embodiment uses OMC performance diagnosis to identify the degradation of network element indicators and outputs the OMC performance delimitation results and the degree of impact of performance degradation.

[0098] In one embodiment, the complaint handling method provided in this application may further include:

[0099] Step 410: If the complaint delineation conclusion cannot be determined based on the OMC delineation result, obtain equipment alarm information;

[0100] Step 420: Associate the user-occupied network element with the device alarm information to obtain the alarm network element;

[0101] Step 430: Determine the alarm delimitation result based on the alarm network element.

[0102] Specifically, the equipment alarm diagnosis process is as follows:

[0103] 1. Based on the complaint user's number information, output the list of wireless network elements occupied by the user, as well as the list of network elements in the core network AMF and UPF, according to DPI;

[0104] 2. Associate alarms at L1, L2, L3, and L4 levels; count all network elements with L1 alarms, and output all L1 alarms by quantity.

[0105] 3. Output alarm delimitation conclusions.

[0106] This embodiment identifies network element faults through device alarms and outputs alarm performance delimitation results and the degree of impact of fault degradation.

[0107] In one embodiment, the complaint handling method provided in this application may further include:

[0108] Step 510: Determine the complaint problem domain based on the first boundary problem, the second boundary problem, and the third boundary problem; the first boundary problem is determined based on the DPI boundary result; the second boundary problem is determined based on the OMC boundary result; and the third boundary problem is determined based on the alarm boundary result.

[0109] Specifically, after identifying and delimiting the abnormal degradation issues of fault numbers that depend on different data sources (DPI, OMC, and alarms), the delimitation results from different data sources are combined to output the final delimitation conclusion after fusion. Based on different delimitation domains and issues, corresponding processing suggestions are output, including the impact analysis of issues in different domains on users.

[0110] This embodiment proposes processing suggestions by comprehensively analyzing DPI, OMC, and alarm data, thereby optimizing business stability and improving user experience.

[0111] The complaint processing device provided by the present invention is described below. The complaint processing device described below and the complaint processing method described above can be referred to in correspondence.

[0112] Please refer to Figure 3 The present invention also provides a complaint processing device, comprising:

[0113] The degradation index determination module 301 is used to determine the degradation index of the user complaint number based on the business log information corresponding to the user complaint number.

[0114] DPI diagnosis and delimitation module 302 is used to perform DPI diagnosis and delimitation based on data packet deep detection technology on user complaint details to obtain DPI delimitation results; the user complaint details include the business log information and the degradation indicators;

[0115] OMC performance delimitation module 303 is used to perform OMC performance delimitation on the user complaint details when the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, and obtain the OMC delimitation result.

[0116] The device alarm delimitation module 304 is used to delimit the device alarms on the user complaint details when the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, and obtain the alarm delimitation result.

[0117] The complaint handling module 305 is used to determine the complaint problem domain based on the DPI delimitation result, the OMC delimitation result and the alarm delimitation result, and output the handling suggestions corresponding to the complaint problem domain.

[0118] Optionally, the DPI diagnostic delimitation includes empirical rule delimitation, failure code delimitation, and private network aggregation analysis delimitation; the DPI diagnostic delimitation module includes:

[0119] The DPI diagnostic delimitation unit is used to sequentially perform the empirical rule delimitation, the failure code delimitation, and the aggregation analysis delimitation on the user complaint details, and sequentially obtain the empirical delimitation result, the failure code delimitation result, and the aggregation delimitation result.

[0120] The DPI delimitation result determination unit is used to determine the DPI delimitation result based on the empirical delimitation result, the failure code delimitation result, and the aggregated delimitation result.

[0121] Optionally, the DPI delimitation result determination unit includes:

[0122] An empirical delimitation result determination unit is used to determine the empirical delimitation result as a DPI delimitation result when a complaint delimitation conclusion is determined based on the empirical delimitation result.

[0123] The failure code delimitation result determination unit is used to determine the failure code delimitation result as the DPI delimitation result when the complaint delimitation conclusion cannot be determined based on the empirical delimitation result, but the complaint delimitation conclusion is determined based on the failure code delimitation result.

[0124] The aggregation delimitation result determination unit is used to determine the aggregation delimitation result as the DPI delimitation result when the complaint delimitation conclusion cannot be determined based on the empirical delimitation result and the failure code delimitation result, but the complaint delimitation conclusion is determined based on the aggregation delimitation result.

[0125] Optionally, the OMC performance delimitation module includes:

[0126] The OMC indicator threshold acquisition unit is used to acquire the OMC indicator threshold when the complaint delimitation conclusion cannot be determined based on the DPI delimitation result.

[0127] The user-occupied network element determination unit is used to determine the user-occupied network element based on the user complaint details.

[0128] An abnormal network element determination unit is used to determine the abnormal network element in the user-occupied network element according to the OMC index threshold.

[0129] The OMC performance delimitation unit is used to determine the OMC delimitation result based on the abnormal network element.

[0130] Optionally, the device alarm delimitation module includes:

[0131] The equipment alarm information acquisition unit is used to acquire equipment alarm information when the complaint delimitation conclusion cannot be determined based on the OMC delimitation result.

[0132] An alarm network element determination unit is used to associate the user-occupied network element with the device alarm information to obtain the alarm network element;

[0133] The alarm delimitation result determination unit is used to determine the alarm delimitation result based on the alarm network element.

[0134] Optionally, the complaint handling module includes:

[0135] The complaint problem domain determination unit is used to determine the complaint problem domain based on a first delimited problem, a second delimited problem, and a third delimited problem; the first delimited problem is determined based on the DPI delimited result; the second delimited problem is determined based on the OMC delimited result; and the third delimited problem is determined based on the alarm delimited result.

[0136] Figure 4 An example is a schematic diagram of the physical structure of an electronic device, such as... Figure 4As shown, the electronic device may include: a processor 410, a communication interface 420, a memory 430, and a communication bus 440, wherein the processor 410, the communication interface 420, and the memory 430 communicate with each other through the communication bus 440. The processor 410 can call logical instructions in the memory 430 to execute a complaint handling method, which includes: determining the degradation index of the user complaint number based on the business log information corresponding to the user complaint number; performing DPI diagnostic delimitation on the user complaint details using packet-based deep detection technology to obtain a DPI delimitation result; the user complaint details include the business log information and the degradation index; if the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, performing OMC performance delimitation on the user complaint details to obtain an OMC delimitation result; if the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, performing device alarm delimitation on the user complaint details to obtain an alarm delimitation result; and determining the complaint problem domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, and outputting the processing suggestions corresponding to the complaint problem domain.

[0137] Furthermore, the logical instructions in the aforementioned memory 430 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, 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 complaint handling methods provided by the above methods. The method includes: determining the degradation index of the user complaint number based on the business log information corresponding to the user complaint number; performing DPI diagnostic delimitation on the user complaint details using packet-based deep detection technology to obtain a DPI delimitation result; the user complaint details include the business log information and the degradation index; if the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, performing OMC performance delimitation on the user complaint details to obtain an OMC delimitation result; if the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, performing device alarm delimitation on the user complaint details to obtain an alarm delimitation result; and determining the complaint problem domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, and outputting the processing suggestions corresponding to the complaint problem domain.

[0139] In another aspect, the present invention also provides a non-transitory computer-readable storage medium storing a computer program thereon, which, when executed by a processor, implements the complaint handling method provided by the above methods. The method includes: determining a degradation index of the user complaint number based on business log information corresponding to the user complaint number; performing DPI diagnostic delimitation on the user complaint details using packet-based deep detection technology to obtain a DPI delimitation result; the user complaint details include the business log information and the degradation index; if a complaint delimitation conclusion cannot be determined based on the DPI delimitation result, performing OMC performance delimitation on the user complaint details to obtain an OMC delimitation result; if a complaint delimitation conclusion cannot be determined based on the OMC delimitation result, performing device alarm delimitation on the user complaint details to obtain an alarm delimitation result; and determining the complaint problem domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, and outputting processing suggestions corresponding to the complaint problem domain.

[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. A complaint handling method, characterized in that, include: Based on the business log information corresponding to the user complaint number, the degradation index of the user complaint number is determined; The user complaint details are sequentially delimited using the empirical rule method, the failure code method, and the aggregation analysis method to obtain empirical delimitation results, failure code delimitation results, and aggregation delimitation results. Based on the empirical delimitation results, failure code delimitation results, and aggregation delimitation results, the DPI delimitation result is determined. The user complaint details include the business log information and the degradation indicators. The DPI diagnostic delimitation includes empirical rule delimitation, failure code delimitation, and private network aggregation analysis delimitation. If the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, the OMC performance delimitation of the user complaint details is performed by the Network Operation and Maintenance Management Center to obtain the OMC delimitation result. If the complaint delineation conclusion cannot be determined based on the OMC delineation result, the device alarm delineation is performed on the user complaint details to obtain the alarm delineation result. Based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, the complaint problem domain is determined, and the corresponding processing suggestions are output.

2. The complaint handling method according to claim 1, characterized in that, The determination of the DPI bounding result based on the empirical bounding result, the failure code bounding result, and the aggregate bounding result includes: If a complaint delineation conclusion is determined based on the empirical delineation result, the empirical delineation result is determined as the DPI delineation result. If the complaint delimitation conclusion cannot be determined based on the empirical delimitation result, but the complaint delimitation conclusion is determined based on the failure code delimitation result, the failure code delimitation result is determined as the DPI delimitation result. If the complaint delimitation conclusion cannot be determined based on the empirical delimitation result and the failure code delimitation result, but the complaint delimitation conclusion is determined based on the aggregated delimitation result, the aggregated delimitation result is determined as the DPI delimitation result.

3. The complaint handling method according to claim 1, characterized in that, In cases where a complaint delimitation conclusion cannot be determined based on the DPI delimitation result, the OMC performance delimitation of the detailed user complaint is performed on the network operation and maintenance management center to obtain the OMC delimitation result, which includes: If the complaint delineation conclusion cannot be determined based on the DPI delineation result, obtain the OMC index threshold. The network element occupied by the user is determined based on the detailed user complaint list. The abnormal network elements among the network elements occupied by the user are determined according to the OMC indicator threshold; The OMC delimitation result is determined based on the abnormal network elements.

4. The complaint handling method according to claim 3, characterized in that, When the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, the device alarm delimitation is performed on the user complaint details to obtain the alarm delimitation result, including: If the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, obtain the equipment alarm information; The user-occupied network element is associated with the device alarm information to obtain the alarm network element; The alarm delimitation result is determined based on the alarm network element.

5. The complaint handling method according to claim 1, characterized in that, The determination of the complaint issue domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result includes: The complaint problem domain is determined based on the first boundary problem, the second boundary problem, and the third boundary problem; the first boundary problem is determined based on the DPI boundary result; the second boundary problem is determined based on the OMC boundary result; and the third boundary problem is determined based on the alarm boundary result.

6. A complaint processing device, characterized in that, include: The degradation index determination module is used to determine the degradation index of the user complaint number based on the business log information corresponding to the user complaint number. The DPI diagnostic delimitation module is used to sequentially perform empirical rule delimitation, failure code delimitation, and aggregation analysis delimitation on the user complaint details, obtaining empirical delimitation results, failure code delimitation results, and aggregation delimitation results in sequence; based on the empirical delimitation results, failure code delimitation results, and aggregation delimitation results, the DPI delimitation result is determined; the user complaint details include the business log information and the degradation indicators; the DPI diagnostic delimitation includes empirical rule delimitation, failure code delimitation, and private network aggregation analysis delimitation. The OMC performance delimitation module is used to perform OMC performance delimitation on the user complaint details when the complaint delimitation conclusion cannot be determined based on the DPI delimitation result, and obtain the OMC delimitation result. The device alarm delimitation module is used to delimit device alarms on the user complaint details when the complaint delimitation conclusion cannot be determined based on the OMC delimitation result, and to obtain the alarm delimitation result. The complaint handling module is used to determine the complaint problem domain based on the DPI delimitation result, the OMC delimitation result, and the alarm delimitation result, and output the handling suggestions corresponding to the complaint problem domain.

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 complaint handling 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 complaint handling method as described in any one of claims 1 to 6.

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

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