Method and device for identifying complaint hotspot area and storage medium

Abstract

The embodiment of the invention provides a complaint hotspot area identification method and device and a storage medium, and belongs to the technical field of communication networks. The method comprises the following steps: based on complaint position information in a complaint work order, obtaining an internet surfing log of user equipment executing complaint operation in a preset time period; determining a resident cell of the user equipment and a corresponding resident duration according to the internet log; determining a target grid area where the user equipment resides from at least one preset grid area according to the resident cell and the resident duration; and obtaining first complaint information of each preset grid region, and determining whether the preset grid region belongs to a hotspot complaint region or not according to the first complaint information. According to the technical scheme of the embodiment of the invention, the hotspot complaint area can be directly determined according to the internet log of the user equipment, and the recognition accuracy of the hotspot complaint area is improved.

Description

Technical Field

[0001] The present invention relates to the field of communication network technology, and in particular to a method, device and storage medium for identifying complaint hotspot areas. Background Art

[0002] In the prior art, the location where the communication quality problem exists is usually determined by the longitude and latitude selected by the customer service in the complaint ticket when accepting the user's complaint, and then the complaint hotspot area where the communication quality problem exists is determined. However, the complaint hotspot area determined by this method may have a large error, and a considerable number of complaint tickets do not record the longitude and latitude information. Therefore, there is an urgent need for a method that can more accurately determine the complaint hotspot area. Summary of the invention

[0003] The embodiments of the present invention provide a method, device and storage medium for identifying complaint hotspot areas, aiming to improve the accuracy of complaint hotspot areas.

[0004] In a first aspect, an embodiment of the present invention provides a method for identifying a complaint hotspot area, comprising:

[0005] Based on the complaint location information in the complaint ticket, obtain the Internet access log of the user device that performs the complaint operation within a preset time period;

[0006] Determine the resident cell of the user equipment and the corresponding resident duration according to the Internet access log;

[0007] Determining a target grid area where the user equipment resides from at least one preset grid area according to the resided cell and the resided duration;

[0008] The first complaint information of each of the preset grid areas is obtained, and it is determined whether the preset grid area belongs to a hot complaint area according to the first complaint information.

[0009] In a second aspect, an embodiment of the present invention further provides a device for identifying complaint hotspot areas, the device comprising a processor, a memory, a computer program stored in the memory and executable by the processor, and a data bus for realizing connection and communication between the processor and the memory, wherein when the computer program is executed by the processor, the steps of any one of the methods for identifying complaint hotspot areas provided in the embodiments of the present invention are implemented.

[0010] In a third aspect, an embodiment of the present invention further provides a storage medium for computer-readable storage, characterized in that the storage medium stores one or more programs, and the one or more programs can be executed by one or more processors to implement the steps of any method for identifying complaint hotspot areas provided in an embodiment of the present invention.

[0011] The embodiment of the present invention provides a method, device and storage medium for identifying hot complaint areas. The embodiment of the present invention obtains the Internet log of the user device that performs the complaint operation within a preset time period based on the complaint location information in the complaint work order; determines the resident cell of the user device and the corresponding resident duration according to the Internet log; determines the target grid area where the user device resides from at least one preset grid area according to the resident cell and the resident duration; obtains the first complaint information of each preset grid area, and determines whether the preset grid area belongs to a hot complaint area according to the first complaint information. Even if the complaint location information corresponding to the complaint work order is not obtained, the hot complaint area can be determined according to the user's complaint operation, thereby improving the accuracy of identifying the hot complaint area. BRIEF DESCRIPTION OF THE DRAWINGS

[0012] Figure 1 A schematic flow chart of the steps of a method for identifying a complaint hotspot area provided by an embodiment of the present invention;

[0013] Figure 2 for Figure 1 A flowchart of the sub-steps of obtaining Internet surfing logs in FIG.

[0014] Figure 3 for Figure 1 A schematic flow chart of the sub-steps of determining the resident cell and the resident duration in FIG.

[0015] Figure 4 A schematic diagram of a scenario for implementing the method for identifying complaint hotspot areas provided in an embodiment of the present invention;

[0016] Figure 5 for Figure 1 A schematic flow chart of the sub-steps of determining the target grid area in FIG.

[0017] Figure 6 A schematic flow chart of the steps of another method for identifying a complaint hotspot area provided by an embodiment of the present invention;

[0018] Figure 7 A schematic block diagram of the structure of a device for identifying complaint hotspot areas provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0019] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0020] The flowcharts shown in the accompanying drawings are only examples and do not necessarily include all the contents and operations / steps, nor must they be executed in the order described. For example, some operations / steps may also be decomposed, combined or partially merged, so the actual execution order may change according to actual conditions.

[0021] It should be understood that the terms used in this specification of the present invention are only for the purpose of describing specific embodiments and are not intended to limit the present invention. As used in the specification of the present invention and the appended claims, unless the context clearly indicates otherwise, the singular forms "a", "an" and "the" are intended to include plural forms.

[0022] The embodiment of the present invention provides a method, device and storage medium for identifying a complaint hotspot area. The method for identifying a complaint hotspot area can be applied to a mobile terminal, which can be an electronic device such as a mobile phone, a tablet computer, a laptop computer, a desktop computer, a personal digital assistant and a wearable device.

[0023] Some embodiments of the present invention are described in detail below in conjunction with the accompanying drawings. In the absence of conflict, the following embodiments and features in the embodiments can be combined with each other.

[0024] Please refer to Figure 1 , Figure 1 A schematic flowchart of the steps of a method for identifying complaint hotspot areas provided in an embodiment of the present invention.

[0025] like Figure 1 As shown, the method for identifying complaint hotspot areas includes steps S101 to S104.

[0026] Step S101: Based on the complaint location information in the complaint work order, obtain the Internet access log of the user device that performs the complaint operation within a preset time period.

[0027] For example, complaint hotspots are areas that receive more complaints. Identifying complaint hotspots can help operators to conduct targeted investigations on problems in the communication network. Therefore, the accuracy of identifying complaint hotspots affects the service quality of operators. However, the complaint location information recorded in the complaint work order in the related technology is usually inaccurate or even missing, and the location of the user's device changes at any time due to the user's movement, which brings certain difficulties to the identification of complaint hotspots.

[0028] Illustratively, the method for identifying complaint hotspot areas provided in the embodiments of the present application obtains the Internet log of the user device that performs the complaint operation, identifies the complaint hotspot areas based on the information in the Internet log, and improves the accuracy of the complaint hotspot areas.

[0029] In some embodiments, the method of obtaining the Internet log of the user device that performs the complaint operation within a preset time period based on the complaint location information in the complaint work ticket includes: when the complaint location information is included in the complaint work ticket, determining the target grid area according to the complaint location information; when the complaint location information is not included in the complaint work ticket, obtaining the Internet log of the user device that performs the complaint operation within a preset time period.

[0030] Exemplarily, the complaint location information field in the complaint work order corresponding to the complaint operation is obtained. If the complaint location information field includes valid complaint location information, the target grid area can be determined directly based on the complaint location information recorded in the complaint work order. Specifically, the preset grid area where the complaint location information is located is determined as the target grid area. The complaint location information can be longitude and latitude information, but is of course not limited to this and is not limited here.

[0031] Exemplarily, if the complaint location information field does not include valid complaint location information, for example, the complaint ticket does not include the complaint location information field or the complaint location information field is empty, it is necessary to further determine the target grid area corresponding to the user device by obtaining the Internet access log of the user device.

[0032] Please refer to Figure 2 , Figure 2 for Figure 1 Schematic diagram of the sub-step flow of obtaining Internet surfing logs in .

[0033] like Figure 2 As shown, in some embodiments, obtaining the Internet access log of the user device that performs the complaint operation within a preset time period includes: step S1011, obtaining the network signaling corresponding to the preset time period stored in the core network network element; step S1012, determining the target network signaling corresponding to the user device from the network signaling according to the device identification of the user device, and obtaining the Internet access log.

[0034] Exemplarily, the Internet access log may be an XDR (Extended Detection and Response) signaling stored in a core network element, such as the signaling obtained by the core network element through the S1MME interface and the N1 and N2 interfaces. Specifically, the network signaling corresponding to the preset time period stored in the core network element is obtained, such as obtaining the network signaling within one hour before the complaint information; the target network signaling corresponding to the user equipment is determined from the network signaling according to the equipment identifier of the user equipment, such as filtering the network signaling according to the IMSI (International Mobile Subscriber Identity) number corresponding to the user equipment performing the complaint operation, and determining the Internet access log related to the user equipment within the preset time period.

[0035] Step S102: Determine the resident cell of the user equipment and the corresponding resident duration according to the Internet access log.

[0036] Exemplarily, since the network signaling includes the cell identifier of the cell communicating with the user equipment, the resident cell of the user equipment when sending each target network signaling can be determined based on the Internet access log, and then the resident time of the user equipment in each resident cell can be determined.

[0037] Please refer to Figure 3 , Figure 3 for Figure 3 for Figure 1 Schematic diagram of the sub-step flow of determining the resident cell and the resident duration in FIG.

[0038] like Figure 3 As shown, in some embodiments, determining the resident cell of the user equipment and the corresponding resident duration according to the Internet access log includes: step S1021, sorting the target network signaling according to the time information of the target network signaling in the Internet access log; step S1022, when the resident cells corresponding to adjacent target network signaling are all first cells, adding the duration between the time information corresponding to adjacent target network signaling to the resident duration of the first cell; step S1023, when the resident cells corresponding to adjacent target network signaling are second cells and third cells respectively, adding the duration between the time information corresponding to adjacent target network signaling to the resident duration of the second cell.

[0039] Exemplarily, the target network signaling also records the time information of sending the signaling, and the target network signaling is sorted according to the time information. If adjacent target network signaling corresponds to the same resident cell, the duration between adjacent network signaling is determined as the resident duration of the resident cell; if adjacent target network signaling corresponds to different resident cells, the duration between adjacent network signaling is determined as the resident duration of the previous resident cell of the two adjacent resident cells. Through this statistical principle, the system error in the resident duration statistics is minimized as much as possible.

[0040] Step S103: Determine a target grid area where the user equipment resides from at least one preset grid area according to the resided cell and the resided duration.

[0041] Exemplarily, the number of resident cells of the user equipment within the preset time period may be one or more. Therefore, step S102 can be used to obtain the resident duration of the user equipment in at least one resident cell and each resident cell. The target grid area of ​​the user equipment is determined based on the preset grid areas in which each resident cell is located and the corresponding resident durations. The target grid area is the preset grid area where the user equipment spends the most time within the preset time period.

[0042] Please refer to Figure 4 , Figure 4 A schematic diagram of a scenario for implementing the method for identifying complaint hotspot areas provided in an embodiment of the present invention.

[0043] like Figure 4 As shown, the preset area is divided on the map to obtain a plurality of preset grid areas, wherein the size of the preset grid area can be set according to actual needs, for example, it can be 1.2km*0.6km.

[0044] Please refer to Figure 5 , Figure 5 for Figure 1 Schematic diagram of the sub-step flow of determining the target grid area in .

[0045] like Figure 5 As shown, in some embodiments, determining the target grid area where the user equipment resides from at least one preset grid area based on the resident cell and the resident duration includes: step S1031, adding the resident duration of the resident cell to the cumulative resident duration of the grid area based on the grid area where the base station location of each of the resident cells is located; step S1032, determining the grid area with the largest cumulative resident duration as the target grid area where the user equipment resides.

[0046] Exemplarily, the accumulated dwell time corresponding to each preset grid area is determined according to the preset grid area where the base station location of the resident cell is located; for example, if the base station A corresponding to the resident cell A is located in the fifth grid area, the dwell time corresponding to the resident cell A is added to the accumulated dwell time of the fifth grid area. After determining the accumulated dwell time corresponding to each preset grid area, the preset grid area with the largest accumulated dwell time is determined as the target grid area where the user equipment resides.

[0047] Exemplarily, the preset grid area where the base station location of the resident cell is located can be determined based on a preset address coding algorithm, wherein the address coding algorithm can be a GeoHash algorithm, but is certainly not limited to this. For example, it can also be other address coding algorithms such as Google S2, Uber H3, etc., which are not limited here.

[0048] Exemplarily, the address coding algorithm can process the location information to obtain the address code corresponding to the location information, for example, determine the string used to represent the location information according to the latitude and longitude of the location information, the string is used to represent the rectangular area on the map, and the longer the string, the more accurate the rectangular area represented. Specifically, if the address code of the base station location is "wx4g0ec1", and the address code corresponding to the preset grid area is "wx4g0e", the prefix of the address code of the base station location is the address code of the preset grid area, indicating that the base station location is located in the preset grid area.

[0049] Step S104: obtaining the first complaint information of each of the preset grid areas, and determining whether the preset grid area belongs to a hot complaint area according to the first complaint information.

[0050] Illustratively, in the method for identifying complaint hotspot areas provided in an embodiment of the present application, after determining the target grid area corresponding to the complaint operation performed by the user through user identification, it is determined whether it belongs to a hotspot complaint area based on the amount of complaint information in each preset grid area.

[0051] For example, if the number of first complaint information corresponding to a preset grid area within a first preset time period is greater than a first preset number, the preset grid area is set as a hot complaint area. The first preset time period can be set according to actual needs, for example, it can be set to 24 hours, but it is certainly not limited to this and is not limited here.

[0052] In some embodiments, obtaining first complaint information of each preset grid area and determining whether the preset grid area is a hot complaint area based on the first complaint information includes: obtaining second complaint information of grid areas surrounding the preset grid area, and determining whether the preset grid area is a hot complaint area based on the second complaint information.

[0053] Exemplarily, if the preset grid area cannot be determined as a hot complaint area based on the first complaint information corresponding to the preset grid area, for example, the number of first complaint information corresponding to the preset grid area is not greater than a first preset number, the surrounding grid areas of the preset grid area are analyzed, and it is determined whether the preset grid area belongs to a hot complaint area based on the second complaint information of the surrounding grid areas.

[0054] like Figure 4 As shown, if the fifth grid area is taken as the preset grid area, the first grid area, the second grid area, the third grid area, the fourth grid area, the sixth grid area, the seventh grid area, the eighth grid area, and the ninth grid area around the fifth grid area are corresponding surrounding grid areas.

[0055] It is understandable that the coverage of a cell will change, and there will be a certain error in determining the target grid area corresponding to the complaint information based on the base station location. For example, when the base station is located at the edge of the target grid area, the residence time belonging to the target grid area may be divided into the grid areas around the target grid area. Therefore, when determining whether the preset grid area belongs to the hot complaint area, it is also necessary to analyze the complaint information corresponding to the grid areas around the preset grid area.

[0056] Exemplarily, the surrounding grid areas where the number of second complaint information is greater than the second preset number are determined as target surrounding grid areas, and if the number of target surrounding grid areas is greater than or equal to the third preset number, the preset grid areas are determined as hot complaint grid areas. For example, if the number of second complaint information in more than 5 surrounding grid areas out of 8 surrounding grid areas is greater than the second preset number, the preset grid areas are determined as hot complaint grid areas.

[0057] Please refer to Figure 6 , Figure 6 A schematic flowchart of the steps of another method for identifying complaint hotspot areas provided in an embodiment of the present invention.

[0058] like Figure 6 As shown, in some embodiments, the method further includes: step S201, obtaining cell indicator parameters of each target cell in a non-hotspot complaint area, wherein the non-hotspot complaint area is a preset grid area other than the hotspot complaint area; step S202, determining area indicator parameters of the non-hotspot complaint area based on each of the cell indicator parameters; step S203, determining whether the non-hotspot complaint area belongs to a potential hotspot complaint area based on the area indicator parameters.

[0059] Exemplarily, in order to improve service quality, preset grid areas where problems may occur are identified and processed in advance, and potential hot spot complaint areas are identified through steps S201 to S203.

[0060] Exemplarily, the cell index parameter is an index parameter of the target cell corresponding to each base station in the preset grid area, which is used to measure the service quality of the cell, and the regional index parameter of the preset grid area is determined according to the index parameters of each cell in the preset grid area. Specifically, the cell index parameter can be determined according to at least one of the signal received power RSRP and the signal to interference plus noise ratio SINR of each target cell. According to the index parameters of the target cell corresponding to each base station in the preset grid area, it is determined whether the preset grid area is at risk of becoming a hot complaint area, so as to intervene in possible faults in advance, improve service quality, and reduce user complaint information.

[0061] Exemplarily, if the area index parameter of the non-hotspot complaint area is less than a preset index parameter, the non-hotspot complaint area is determined as a potential hotspot complaint area.

[0062] In some embodiments, obtaining the cell index parameters of each target cell in the non-hotspot complaint area includes: determining the index weight corresponding to the cell index parameter of the target cell based on the distance between the base station location corresponding to the target cell and the center location of the non-hotspot complaint area; determining the weighted average of the cell index parameters of each target cell in the non-hotspot complaint area based on the cell index parameters of each target cell and the corresponding index weight, to obtain the regional index parameters of the non-hotspot complaint area.

[0063] Exemplarily, the regional index parameter of the grid area is determined according to the following formula:

[0064]

[0065] Where k is the number of base stations in the grid area, x1, x2, ..., x k are the index weights of each base station respectively. Specifically, the index weight is the reciprocal of the distance between each base station and the center of the grid area. It can be understood that the farther the base station is from the center, the less influence it has on the communication quality of the grid area. Therefore, the reciprocal of the distance between each base station and the center of the grid area is calculated; f1, f2, ..., f k They are cell index parameters of each target cell respectively. The cell index parameters may include signal received power RSRP, signal to interference plus noise ratio SINR and other parameters used to measure the communication quality of the base station, which are not limited here.

[0066] The method for identifying hot complaint areas provided in the above embodiment obtains the Internet log of the user device that performs the complaint operation within a preset time period based on the complaint location information in the complaint work order; determines the resident cell of the user device and the corresponding resident duration according to the Internet log; determines the target grid area where the user device resides from at least one preset grid area according to the resident cell and the resident duration; obtains the first complaint information of each preset grid area, and determines whether the preset grid area belongs to the hot complaint area according to the first complaint information. Even if the complaint location information corresponding to the complaint work order is not obtained, the hot complaint area can be determined according to the user's complaint operation, thereby improving the accuracy of identifying the hot complaint area.

[0067] See also Figure 7 , Figure 7 A schematic block diagram of the structure of a device for identifying complaint hotspot areas provided in an embodiment of the present invention.

[0068] like Figure 7 As shown, the complaint hotspot area identification device 300 includes a processor 301 and a memory 302, and the processor 301 and the memory 302 are connected via a bus 303, such as an I2C (Inter-integrated Circuit) bus.

[0069] Specifically, the processor 301 is used to provide computing and control capabilities to support the operation of the entire complaint hotspot area identification device. The processor 301 can be a central processing unit (CPU), and the processor 301 can also be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components, etc. Among them, the general-purpose processor can be a microprocessor or the processor can also be any conventional processor, etc.

[0070] Specifically, the memory 302 may be a Flash chip, a read-only memory (ROM) disk, an optical disk, a USB flash drive, or a mobile hard disk.

[0071] Those skilled in the art will understand that Figure 7The structure shown in the figure is only a block diagram of a part of the structure related to the embodiment of the present invention, and does not constitute a limitation on the device for identifying the complaint hotspot area to which the embodiment of the present invention is applied. The specific device for identifying the complaint hotspot area may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0072] The processor is used to run a computer program stored in a memory, and implement any one of the complaint hotspot area identification methods provided in an embodiment of the present invention when executing the computer program.

[0073] In one embodiment, the processor is used to run a computer program stored in the memory, and implements the following steps when executing the computer program:

[0074] Based on the complaint location information in the complaint ticket, obtain the Internet access log of the user device that performs the complaint operation within a preset time period;

[0075] Determine the resident cell of the user equipment and the corresponding resident duration according to the Internet access log;

[0076] Determining a target grid area where the user equipment resides from at least one preset grid area according to the resided cell and the resided duration;

[0077] The first complaint information of each of the preset grid areas is obtained, and it is determined whether the preset grid area belongs to a hot complaint area according to the first complaint information.

[0078] In one embodiment, when the processor implements the step of obtaining the Internet surfing log of the user device that performs the complaint operation within a preset time period, it is configured to implement:

[0079] Obtaining network signaling corresponding to the preset time period stored in a core network element;

[0080] According to the device identification of the user equipment, the target network signaling corresponding to the user equipment is determined from the network signaling to obtain the Internet surfing log.

[0081] In one embodiment, when the processor implements the step of determining the resident cell and the corresponding resident duration of the user equipment according to the Internet access log, the processor is configured to implement:

[0082] sorting the target network signaling according to the time information of the target network signaling in the Internet access log;

[0083] When the resident cells corresponding to the adjacent target network signaling are all the first cell, the duration between the time information corresponding to the adjacent target network signaling is accumulated to the resident duration of the first cell;

[0084] In the case that the resident cells corresponding to the adjacent target network signaling are the second cell and the third cell respectively, the duration between the time information corresponding to the adjacent target network signaling is added to the resident duration of the second cell.

[0085] In one embodiment, when the processor implements the acquiring of the first complaint information of each of the preset grid areas and determining whether the preset grid area belongs to a hotspot complaint area according to the first complaint information, it is configured to implement:

[0086] Second complaint information of the surrounding grid areas of the preset grid area is obtained, and whether the preset grid area is a hot complaint area is determined according to the second complaint information.

[0087] In one embodiment, when implementing the method for identifying the complaint hotspot area, the processor is used to implement:

[0088] Acquire cell index parameters of each target cell in a non-hotspot complaint area, where the non-hotspot complaint area is a preset grid area other than the hotspot complaint area;

[0089] Determining the regional index parameters of the non-hotspot complaint area according to the cell index parameters;

[0090] According to the area indicator parameters, it is determined whether the non-hotspot complaint area belongs to a potential hotspot complaint area.

[0091] In one embodiment, when the processor implements the acquisition of the cell indicator parameters of each target cell in the non-hotspot complaint area, it is used to implement:

[0092] Determining an index weight corresponding to a cell index parameter of the target cell according to a distance between a base station position corresponding to the target cell and a center position of the non-hotspot complaint area;

[0093] According to the cell index parameters of each target cell and the corresponding index weight, a weighted average value of the cell index parameters of each target cell in the non-hotspot complaint area is determined to obtain the area index parameters of the non-hotspot complaint area.

[0094] In one embodiment, when the processor implements determining the target grid area where the user equipment resides according to the resided cell and the resided duration, it is configured to implement:

[0095] According to the grid area where the base station location of each of the resident cells is located, the resident time of the resident cells is added to the cumulative resident time of the grid area;

[0096] The grid area with the largest accumulated residence time is determined as the target grid area where the user equipment resides.

[0097] In one embodiment, when the processor implements the acquisition of the Internet access log of the user device that performs the complaint operation within a preset time period based on the complaint location information in the complaint work ticket, it is used to implement:

[0098] In a case where the complaint work order includes the complaint location information, determining the target grid area according to the complaint location information;

[0099] When the complaint work order does not include the complaint location information, an Internet access log of a user device that performs the complaint operation within a preset time period is obtained.

[0100] It should be noted that, those skilled in the art can clearly understand that, for the sake of convenience and brevity of description, the specific working process of the complaint hotspot area identification device described above can refer to the corresponding process in the aforementioned complaint hotspot area identification method embodiment, and will not be repeated here.

[0101] An embodiment of the present invention also provides a storage medium for computer-readable storage, wherein the storage medium stores one or more programs, and the one or more programs can be executed by one or more processors to implement the steps of any method for identifying complaint hotspot areas provided in an embodiment of the present invention.

[0102] The storage medium may be an internal storage unit of the complaint hotspot identification device described in the above-mentioned embodiment, such as a hard disk or memory of the complaint hotspot identification device. The storage medium may also be an external storage device of the complaint hotspot identification device, such as a plug-in hard disk, a smart media card (SMC), a secure digital (SD) card, a flash card, etc., equipped on the complaint hotspot identification device.

[0103] It will be appreciated by those skilled in the art that all or some of the steps, systems, and functional modules / units in the methods disclosed above may be implemented as software, firmware, hardware, and appropriate combinations thereof. In hardware implementations, the division between the functional modules / units mentioned in the above description does not necessarily correspond to the division of physical components; for example, a physical component may have multiple functions, or a function or step may be performed by several physical components in cooperation. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, a digital signal processor, or a microprocessor, or implemented as hardware, or implemented as an integrated circuit, such as an application-specific integrated circuit. Such software may be distributed on a computer-readable medium, which may include a computer storage medium (or non-transitory medium) and a communication medium (or temporary medium). As known to those skilled in the art, the term computer storage medium includes volatile and non-volatile, removable and non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, program modules, or other data). Computer storage media include, but are not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tapes, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store the desired information and can be accessed by a computer. In addition, it is well known to those of ordinary skill in the art that communication media typically contain computer-readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave or other transport mechanism, and may include any information delivery media.

[0104] The serial numbers of the embodiments of the present invention are only for description and do not represent the advantages and disadvantages of the embodiments. The above description is only a specific implementation of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can easily think of various equivalent modifications or replacements within the technical scope disclosed by the present invention, and these modifications or replacements should be included in the protection scope of the present invention. Therefore, the protection scope of the present invention shall be based on the protection scope of the claims.

Claims

1. A method for identifying complaint hotspots, characterized in that: include: Based on the complaint location information in the complaint ticket, obtain the Internet access log of the user device that performs the complaint operation within a preset time period; Determine the resident cell of the user equipment and the corresponding resident duration according to the Internet access log; Determining a target grid area where the user equipment resides from at least one preset grid area according to the resided cell and the resided duration; The first complaint information of each of the preset grid areas is obtained, and it is determined whether the preset grid area belongs to a hot complaint area according to the first complaint information.

2. The method for identifying complaint hotspots according to claim 1, characterized in that: The obtaining of the Internet access log of the user device performing the complaint operation within a preset time period includes: Obtaining network signaling corresponding to the preset time period stored in a core network element; According to the device identification of the user equipment, the target network signaling corresponding to the user equipment is determined from the network signaling to obtain the Internet surfing log.

3. The method for identifying complaint hotspots according to claim 2, characterized in that: The determining the resident cell of the user equipment and the corresponding resident duration according to the Internet access log includes: sorting the target network signaling according to the time information of the target network signaling in the Internet access log; When the resident cells corresponding to the adjacent target network signaling are all the first cell, the duration between the time information corresponding to the adjacent target network signaling is accumulated to the resident duration of the first cell; In the case that the resident cells corresponding to the adjacent target network signaling are the second cell and the third cell respectively, the duration between the time information corresponding to the adjacent target network signaling is added to the resident duration of the second cell.

4. The method for identifying complaint hotspots according to claim 1, characterized in that: The obtaining of the first complaint information of each of the preset grid areas, and determining whether the preset grid area belongs to a hot complaint area according to the first complaint information, includes: Second complaint information of the surrounding grid areas of the preset grid area is obtained, and whether the preset grid area is a hot complaint area is determined according to the second complaint information.

5. The method for identifying complaint hotspots according to claim 1, characterized in that: The method further comprises: Acquire cell index parameters of each target cell in a non-hotspot complaint area, where the non-hotspot complaint area is a preset grid area other than the hotspot complaint area; Determining the regional index parameters of the non-hotspot complaint area according to the cell index parameters; According to the area indicator parameters, it is determined whether the non-hotspot complaint area belongs to a potential hotspot complaint area.

6. The method for identifying complaint hotspots according to claim 5, characterized in that: The obtaining of the cell index parameters of each target cell in the non-hotspot complaint area includes: Determining an index weight corresponding to a cell index parameter of the target cell according to a distance between a base station position corresponding to the target cell and a center position of the non-hotspot complaint area; According to the cell index parameters of each target cell and the corresponding index weight, a weighted average value of the cell index parameters of each target cell in the non-hotspot complaint area is determined to obtain the area index parameters of the non-hotspot complaint area.

7. The method for identifying complaint hotspots according to claim 1, characterized in that: The determining, according to the resident cell and the resident duration, a target grid area where the user equipment resides from at least one preset grid area comprises: According to the grid area where the base station location of each of the resident cells is located, the resident time of the resident cells is added to the cumulative resident time of the grid area; The grid area with the largest accumulated residence time is determined as the target grid area where the user equipment resides.

8. The method for identifying complaint hotspots according to any one of claims 1 to 7, characterized in that: The obtaining of the Internet access log of the user device performing the complaint operation within a preset time period based on the complaint location information in the complaint work order includes: In a case where the complaint work order includes the complaint location information, determining the target grid area according to the complaint location information; When the complaint work order does not include the complaint location information, an Internet access log of a user device that performs the complaint operation within a preset time period is obtained.

9. A device for identifying complaint hotspots, characterized in that: The device for identifying complaint hotspot areas includes a processor, a memory, a computer program stored in the memory and executable by the processor, and a data bus for realizing connection and communication between the processor and the memory. When the computer program is executed by the processor, the steps of the method for identifying complaint hotspot areas as described in any one of claims 1 to 8 are implemented.

10. A storage medium for computer-readable storage, characterized in that: The storage medium stores one or more programs, and the one or more programs can be executed by one or more processors to implement the steps of the method for identifying complaint hotspot areas as described in any one of claims 1 to 8.

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