Complaint processing method and device, electronic equipment and storage medium

Abstract

The invention provides a complaint processing method and device, electronic equipment and a storage medium. According to the method, the complaint of the user is automatically processed in the whole process, burden is relieved for workers of a communication operator, the cost for the workers to analyze the specific situation of the complaint and the cost for the workers to seek to solve the problem of the user for the complaint of the user are saved, and the labor cost and the operation cost can be reduced on the whole. The speed of automatically processing the complaints of the user is higher than the speed of manually processing the complaints of the user, time is saved, a large number of complaints can be processed in parallel (in batches) during automatic processing (computer processing), and the complaint queuing time is shortened, so that the time of the whole complaint processing period can be shortened, the complaint processing efficiency is improved, and the complaint processing efficiency is improved. And the problem that the business skill level of workers (complaint handling personnel) is insufficient or uneven can be avoided, the complaint handling accuracy can be improved, better service experience is brought to the user, and the satisfaction degree of the user is improved.

Description

Technical Field

[0001] This application relates to the field of communication technologies, and in particular, to a method and apparatus for handling complaints, an electronic device, and a storage medium. Background Art

[0002] With the rapid development of communication technologies, the scale of users using communication networks has been continuously expanding, and the problems encountered by users in the process of enjoying communication network services have also increased accordingly. When encountering problems, more and more users will choose to try to solve their problems by filing complaints.

[0003] Thus, for communication operators, they need to handle user complaints. However, in the face of a large number of complaints, the traditional way of handling complaints has been difficult to meet the urgent need to quickly and accurately solve users' problems. Summary of the Invention

[0004] This application discloses a method and apparatus for handling complaints, an electronic device, and a storage medium.

[0005] In a first aspect, this application discloses a method for handling complaints, which is applied to an electronic device. The method includes:

[0006] Obtaining a complaint request submitted by a user's communication terminal;

[0007] According to the complaint request, obtaining detailed complaint information involved in the complaint request, obtaining terminal information of the communication terminal, obtaining base station information of the base station involved in the communication terminal, and obtaining operator information of the communication operator to which the communication card in the communication device belongs;

[0008] Obtaining a first influence weight of the detailed complaint information on the complaint; obtaining a second influence weight of the terminal information on the complaint; obtaining a third influence weight of the base station information on the complaint; obtaining a fourth influence weight of the operator information on the complaint;

[0009] Determining the cause of the complaint request according to the detailed complaint information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight;

[0010] Obtaining a solution to the complaint request according to the cause;

[0011] Outputting the solution.

[0012] In a second aspect, this application discloses a device for handling complaints, which is applied to an electronic device. The device includes:

[0013] A first obtaining module, configured to obtain a complaint request submitted by a user's communication terminal;

[0014] A second acquisition module, configured to acquire, according to the complaint request, complaint detail information involved in the complaint request, acquire terminal information of the communication terminal, acquire base station information of a base station involved in the communication terminal, and acquire operator information of a communication operator to which a communication card in the communication device belongs;

[0015] A third acquisition module, configured to acquire a first influence weight of the complaint on the complaint according to the complaint detail information; acquire a second influence weight of the complaint on the complaint according to the terminal information; acquire a third influence weight of the complaint on the complaint according to the base station information; acquire a fourth influence weight of the complaint on the complaint according to the operator information;

[0016] A first determination module, configured to determine a cause of the complaint request according to the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight;

[0017] A fourth acquisition module, configured to acquire a solution to the complaint request according to the cause;

[0018] An output module, configured to output the solution.

[0019] In a third aspect, the present application discloses an electronic device, including: a processor; a memory for storing processor-executable instructions; wherein, the processor is configured to execute the method according to any of the above aspects.

[0020] In a fourth aspect, the present application discloses a non-transitory computer-readable storage medium, when instructions in the storage medium are executed by a processor of an electronic device, enabling the electronic device to execute the method according to any of the above aspects.

[0021] In a fifth aspect, the present application discloses a computer program product, when instructions in the computer program product are executed by a processor of an electronic device, enabling the electronic device to execute the method according to any of the above aspects.

[0022] The technical solution provided by the present application may include the following beneficial effects:

[0023] In this application, a complaint request submitted by a user's communication terminal is obtained. According to the complaint request, details information of the complaint involved in the complaint request is obtained, terminal information of the communication terminal is obtained, base station information of the base station involved in the communication terminal is obtained, and operator information of the communication operator to which the communication card in the communication device belongs is obtained. A first influence weight of the complaint on the complaint is obtained. A second influence weight of the terminal information on the complaint is obtained. A third influence weight of the base station information on the complaint is obtained. A fourth influence weight of the operator information on the complaint is obtained. According to the complaint details information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight, the reason for the complaint request is determined. A solution to the complaint request is obtained according to the reason. The solution is outputted.

[0024] The whole process of this application automatically processes user complaints, reducing the burden on the staff of the communication operator (complaint handlers), saving the cost for the staff to analyze the specific situation of the complaints and the cost for the staff to seek solutions to the user's problems for user complaints, and generally reducing the labor cost and operating cost.

[0025] In addition, the speed of automatically processing user complaints is faster than that of manually processing user complaints, saving time. When automatically processing (using a computer to process), a large number of complaints can be processed in parallel (in batches), reducing the complaint queuing time. In this way, the duration of the entire cycle of processing complaints can be reduced, improving the efficiency of processing complaints, and also avoiding the problem of insufficient or uneven business skill levels of the staff (complaint handlers), improving the accuracy of processing complaints, bringing a better service experience to users, and enhancing user satisfaction.

[0026] Secondly, this application can also accurately define the specific reasons for user complaints, enabling precise solutions to user problems based on the specific reasons, improving the accuracy and efficiency of processing complaints. BRIEF DESCRIPTION OF THE DRAWINGS

[0027] Figure 1 is a flowchart of the steps of a complaint handling method of this application.

[0028] Figure 2 is a flowchart of the steps of a complaint handling method of this application.

[0029] Figure 3 is a block diagram of the structure of a complaint handling device of this application.

[0030] Figure 4 is a block diagram of an electronic device of this application.

[0031] Figure 5 is a block diagram of an electronic device of this application. Detailed implementation manners

[0032] Next, the technical solutions in the embodiments of the present application will be clearly and completely described in conjunction with the accompanying drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present application.

[0033] Before introducing the technical solutions of the present application, the technical terms that may be involved in the technical solutions of the present application will be explained first.

[0034] Machine learning: It is a branch of artificial intelligence that enables a computer to learn from data and make predictions or decisions without relying on strict programming instructions. It is the science of studying how to use a computer to simulate or implement human learning activities, and is one of the most intelligent and cutting-edge research fields in artificial intelligence.

[0035] IFG-PC model, Issue Feature Generation-Precision Categorizer, a complaint feature extraction and analysis model, which is a comprehensive evaluation model for complaint delimitation, used to determine the influence degree and weight of each variable factor on complaint delimitation.

[0036] Secondly, after determining the weights, a comprehensive evaluation model is constructed. The preprocessed variables are combined with the weights of each variable to calculate the comprehensive complaint score Stotal. According to the threshold of the comprehensive complaint score Stotal, the level of the complaint is determined.

[0037] In addition, for each complaint, analyze the variable or variable combination that contributes the most to the comprehensive complaint score Stotal to determine the specific reason for complaint delimitation.

[0038] Gradient boosting tree: It is an ensemble learning algorithm that constructs decision trees through continuous iteration and combines these decision trees into a powerful ensemble model. In each iteration, the gradient boosting tree tries to fit the residuals of the previous iteration model, thereby gradually optimizing the performance of the model.

[0039] The present application provides a complaint handling method, which automatically processes user complaints throughout the process, reduces the burden on the staff (complaint handlers) of communication operators, saves the cost of the staff analyzing the specific situation of complaints and the cost of the staff seeking solutions to user problems for user complaints, and can generally reduce the labor cost and operation cost.

[0040] In addition, the speed of automatically processing user complaints is faster than that of manually processing user complaints, saving time. When processing automatically (using a computer), a large number of complaints can be processed in parallel (batch), reducing the complaint queuing time. In this way, the duration of the entire cycle of handling complaints can be reduced, the efficiency of handling complaints can be improved, and the problem of insufficient or uneven business skill levels of staff (complaint handlers) can be avoided, which can improve the accuracy of handling complaints and bring a better service experience to users, enhancing user satisfaction.

[0041] Secondly, this application can also accurately define the specific reasons for user complaints, enabling precise solutions to user problems based on the specific reasons, improving the accuracy and efficiency of handling complaints.

[0042] Moreover, the solution of this application is an end-to-end solution, which can transmit back the specific situation of the user's terminal, the specific situation of the UIM (User Identity Module, a smart card used to access the China Telecom network and store data necessary for accessing the network), the radio interface information of the terminal, etc., which can greatly reduce the frequency of on-site testing for handling complaints, thereby efficiently locating problems and saving personnel and vehicle costs.

[0043] Specifically, referring to Figure 1 , a step flowchart of a complaint handling method of this application is shown, which is applied to an electronic device. Among them, the method includes:

[0044] In step S101, a complaint request submitted by a user's communication terminal is obtained.

[0045] In step S102, according to the complaint request, complaint detail information involved in the complaint request is obtained, terminal information of the communication terminal is obtained, base station information of the base station involved in the communication terminal is obtained, and operator information of the communication operator to which the communication card in the communication device belongs is obtained.

[0046] The complaint detail information may be located in the complaint request (for example, the complaint detail information is manually entered by the user in the complaint request, etc.). In this way, the complaint detail information can be directly extracted from the complaint request.

[0047] Each of the complaint detail information involved in the complaint request, the terminal information of the communication terminal, the base station information of the base station involved in the communication terminal, and the operator information of the communication operator to which the communication card in the communication device belongs is presented in the form of key-value pairs, such as key-value, etc.

[0048] The key is the type, category, or dimension of the information, and the value is the value of the information.

[0049] For example, if the key is the terminal model, the corresponding value is PJX000, etc.

[0050] For another example, if the key is the location, the corresponding value is the longitude and latitude coordinates, etc.

[0051] However, for any piece of information, sometimes only the key of the information can be obtained, and the value corresponding to the key cannot be obtained, then the value needs to be complemented.

[0052] In this application, the recommended value of the value corresponding to the key in each piece of information is set in advance, and the recommended value is set by technicians according to the actual situation.

[0053] In this way, if it is necessary to complement the value corresponding to the key in a certain piece of information, the recommended value of the value corresponding to the key in this piece of information set in advance can be used to complement the value corresponding to the key in the information.

[0054] Secondly, for any piece of information, when the key of the information is obtained and the value corresponding to the key is obtained, it may be detected whether the value corresponding to the key is an outlier.

[0055] In this application, the value requirement or value range of the value corresponding to the key in each piece of information is set in advance, and the value requirement or value range is set by technicians according to the actual situation.

[0056] In this way, if it is necessary to detect whether the value corresponding to the key in a certain piece of information is an outlier, the value requirement or value range of the value corresponding to the key in this piece of information set in advance can be used to detect whether the value corresponding to the key in this piece of information is an outlier.

[0057] For example, it is detected whether the value corresponding to the key in this piece of information meets the value requirement of the value corresponding to the key in this piece of information or is within the value range of the value corresponding to the key in this piece of information. If not, it is determined that the value corresponding to the key in this piece of information is an outlier, and then the recommended value of the value corresponding to the key in this piece of information is used to replace it.

[0058] Sometimes, for any piece of information, when the key of the information is obtained and the value corresponding to the key is obtained, if the value corresponding to the key is repeated, then one of the repeated values corresponding to the key can be deleted.

[0059] After that, each of the complaint details information related to the complaint request, the terminal information of the communication terminal, the base station information of the base station involved in the communication terminal, and the operator information of the communication operator to which the communication card in the communication device belongs is encoded to obtain the feature vector or feature matrix of each information.

[0060] Then, the feature vector or feature matrix of each information is converted into numerical data.

[0061] For example, the complaint details information includes multiple complaint details sub-information, and the multiple complaint details sub-information at least includes: the specific content of the complaint, the occurrence time of the event involved in the complaint, and the occurrence location of the event involved in the complaint.

[0062] The terminal information includes multiple terminal sub-information, and the multiple terminal sub-information at least includes: the RSRP (Reference Signal Received Power) of the communication terminal, the SINR (Signal-to-Interference-plus-Noise Ratio) of the communication terminal, the terminal model of the communication terminal, the current location information of the communication terminal, and the setting of the voice / data switch of the communication terminal.

[0063] The base station information includes multiple base station sub-information, and the multiple base station sub-information at least includes: the signal strength of the cell currently accessed by the communication terminal, the signal strength of the neighboring cells of the cell currently accessed by the communication terminal, the air interface information transmitted between the communication terminal and the base station through the wireless interface, and the base station information of the base station to which the communication terminal is connected.

[0064] The operator information includes multiple operator sub-information, and the multiple operator sub-information at least includes: the city where the communication operator is located, the communication package handled by the communication card, whether the communication card is in arrears, and the maximum speed limit of the communication card.

[0065] Among the above sub-information, the information types are different. For example, there are continuous type information, classification type information, geographic coordinate type information, and binary type information, etc.

[0066] Among them, the continuous type information includes: the RSRP of the communication terminal, the SINR of the communication terminal, the signal strength of the neighboring cells of the cell currently accessed by the communication terminal, the air interface information transmitted between the communication terminal and the base station through the wireless interface, and the occurrence time of the event involved in the complaint.

[0067] The information of the classification type includes: the terminal model of the communication terminal, the specific content of the complaint, the communication package handled by the communication card, the signal strength of the cell currently accessed by the communication terminal, the base station information of the base station connected by the communication terminal, and the city where the communication operator is located.

[0068] The information of the geographical coordinate type includes: the occurrence location of the event involved in the complaint, and the current location information of the communication terminal.

[0069] The information of the binary type includes: whether the communication card is in arrears, the maximum speed limit of the communication card, and the setting status of the voice / data switch of the communication terminal.

[0070] The information of the classification type can be converted into numerical data through one-hot encoding or label encoding.

[0071] The original form of the information of the classification type is in discrete form (e.g., the specific content of the complaint = unable to access the Internet).

[0072] It is converted into a numerical vector through one-hot encoding (One-Hot Encoding). For example:

[0073] The specific content of the complaint: unable to access the Internet → [1, 0, 0].

[0074] The specific content of the complaint: slow Internet speed → [0, 1, 0].

[0075] The specific content of the complaint: disconnection → [0, 0, 1].

[0076] For the information of the continuous type, it can be converted into numerical data through standardization (such as StandardScaler, etc.) or normalization to eliminate the influence of different dimensions.

[0077] For example, RSRP = -80dBm), perform standardization or normalization on it to ensure that the values are on the same scale so that models sensitive to the scale of features can better learn and understand the data.

[0078] The information of the binary type can be converted into the numerical value "0" or the numerical value "1".

[0079] The original form of the information of the binary type: Boolean value (such as base station failure = yes / no). It can be converted into a numerical value (such as base station failure = 1 indicates failure, 0 indicates normal).

[0080] The information of the geographical coordinate type is converted into longitude and latitude values.

[0081] The original form of the information of the geographical coordinate type: text address (such as No. XX Street, XX District, Haidian District, Beijing).

[0082] It can be converted into longitude and latitude values through Geocoding (e.g., longitude = 116.32, latitude = 39.98).

[0083] After obtaining the numerical data of each piece of information, step S103 is executed.

[0084] In subsequent calculations, in the comprehensive evaluation model algorithm, all variables ultimately participate in the calculation in numerical form: for example, for continuous-type information, the standardized numerical values are directly used to participate in the calculation; for categorical-type information, the one-hot encoded numerical vectors are directly used to participate in the calculation; for geographical coordinate-type data, the longitude and latitude values after Geocoding are directly used to participate in the calculation; for binary-type information, the converted numerical values (0 or 1) are directly used to participate in the calculation.

[0085] Any one of the complaint detail information, the terminal information, the base station information, and the operator information can be reported by the user independently, or can be collected by the electronic device by calling the API interface and external module calls, or can be called through the northbound interface.

[0086] In step S103, obtain the first influence weight of the complaint detail information on the complaint. Obtain the second influence weight of the terminal information on the complaint. Obtain the third influence weight of the base station information on the complaint. Obtain the fourth influence weight of the operator information on the complaint.

[0087] In an embodiment of the present application, an influence weight determination model can be trained in advance, and the specific training process is as follows:

[0088] Obtain multiple training data sets. The sample data in different multiple training data sets do not overlap or are not all the same.

[0089] A training data set includes sample data and annotation data.

[0090] The sample data includes: the sample complaint detail information involved in the sample complaint request, the sample terminal information of the sample communication terminal that submits the sample complaint request, the sample base station information of the sample base station involved in the sample communication terminal, and the sample operator information of the sample communication operator to which the sample communication card in the sample communication device belongs.

[0091] The annotation data includes: the annotated influence weight of the sample complaint detail information on the complaint, the annotated influence weight of the sample terminal information on the complaint, the sample influence weight of the sample base station information on the complaint, and the sample influence weight of the sample operator information on the complaint.

[0092] Use multiple training data sets to train the gradient boosting tree model until the parameters in the gradient boosting tree model converge, thereby obtaining the influence weight determination model.

[0093] After that, the impact weight determination model can also be tested using the test data set. After the results output by the impact weight determination model meet the requirements, the impact weight determination model can be put into online use.

[0094] In this way, in this step, the complaint detail information, the terminal information, the base station information, and the operator information can be input into the trained impact weight determination model, so that the impact weight determination model processes the complaint detail information, the terminal information, the base station information, and the operator information collaboratively, and obtains the first impact weight of the complaint detail information on the complaint, the second impact weight of the terminal information on the complaint, the third impact weight of the base station information on the complaint, and the fourth impact weight of the operator information on the complaint.

[0095] Alternatively, gradient boosting tree models (such as Gradient Boosting Classifier in scikit-learn) all provide methods for evaluating feature importance. Use the feature_importances_ attribute of the gradient boosting tree model to obtain the importance scores of each feature. According to the importance scores of the features, determine the impact weights of each piece of information on the complaint respectively.

[0096] In step S104, based on the complaint detail information, the terminal information, the base station information, the operator information, the first impact weight, the second impact weight, the third impact weight, and the fourth impact weight, determine the cause of the complaint request.

[0097] In one embodiment, this step can be implemented through the following process, including:

[0098] 1041. Based on the complaint detail information, the terminal information, the base station information, the operator information, the first impact weight, the second impact weight, the third impact weight, and the fourth impact weight, determine the information that contributes the most to the complaint request among the complaint detail information, the terminal information, the base station information, and the operator information.

[0099] In one embodiment, step 1041 can be implemented through the following process, including:

[0100] 11). Calculate the first product between the complaint detail information and the first impact weight.

[0101] In one embodiment, the complaint detail information includes multiple complaint detail sub-information, and the multiple complaint detail sub-information at least includes: the specific content of the complaint, the occurrence time of the event involved in the complaint, and the occurrence location of the event involved in the complaint.

[0102] Accordingly, the first impact weights of the complaint details information on the complaint include: the first impact weight of the specific content of the complaint on the complaint, the first impact weight of the occurrence time of the event involved in the complaint on the complaint, and the first impact weight of the occurrence location of the event involved in the complaint on the complaint.

[0103] Thus, when calculating the first product between the complaint details information and the first impact weight: the first product between the specific content of the complaint and the first impact weight of the specific content of the complaint on the complaint can be calculated. Calculate the first product between the occurrence time of the event involved in the complaint and the first impact weight of the occurrence time of the event involved in the complaint on the complaint. Calculate the first product between the occurrence location of the event involved in the complaint and the first impact weight of the occurrence location of the event involved in the complaint on the complaint.

[0104] 12) Calculate the second product between the terminal information and the second impact weight.

[0105] In one embodiment, the terminal information includes a plurality of terminal sub-information, and the plurality of terminal sub-information at least includes: the RSRP of the communication terminal, the SINR of the communication terminal, the terminal model of the communication terminal, the current location information of the communication terminal, and the setting of the voice / data switch of the communication terminal.

[0106] Accordingly, the second impact weights of the terminal information on the complaint at least include: the second impact weight of the RSRP of the communication terminal on the complaint, the second impact weight of the SINR of the communication terminal on the complaint, the second impact weight of the current location information of the communication terminal on the complaint, and the second impact weight of the setting of the voice / data switch of the communication terminal on the complaint.

[0107] Thus, when calculating the second product between the terminal information and the second impact weight, the second product between the RSRP of the communication terminal and the second impact weight of the RSRP of the communication terminal on the complaint can be calculated. Calculate the second product between the SINR of the communication terminal and the second impact weight of the SINR of the communication terminal on the complaint. Calculate the second product between the terminal model of the communication terminal and the second impact weight of the terminal model of the communication terminal on the complaint. Calculate the second product between the location information of the communication terminal and the second impact weight of the location information of the communication terminal on the complaint. Calculate the second product between the setting of the voice / data switch of the communication terminal and the second impact weight of the setting of the voice / data switch of the communication terminal on the complaint. Calculate the second product between the base station information occupied by the communication terminal and the second impact weight of the base station information occupied by the communication terminal on the complaint.

[0108] 13) Calculate the third product between the base station information and the third impact weight.

[0109] In one embodiment, the base station information includes multiple base station sub-information, and the multiple base station sub-information at least includes: the signal strength of the cell to which the communication terminal is currently connected, the signal strength of the neighboring cells of the cell to which the communication terminal is currently connected, the radio interface information transmitted between the communication terminal and the base station, and the base station information of the base station to which the communication terminal is connected.

[0110] The cell to which the communication terminal is currently connected is the cell of the base station to which the communication terminal is currently connected. The base station to which the communication terminal is currently connected is the base station involved in the communication terminal. The neighboring cells of the cell to which the communication terminal is currently connected are also the cells of the base station to which the communication terminal is currently connected.

[0111] Correspondingly, the third influence weight of the base station information on the complaint includes: the third influence weight of the signal strength of the cell to which the communication terminal is currently connected on the complaint, the third influence weight of the signal strength of the neighboring cells of the cell to which the communication terminal is currently connected on the complaint, the third influence weight of the radio interface information transmitted between the communication terminal and the base station on the complaint, and the third influence weight of the base station information of the base station to which the communication terminal is connected on the complaint.

[0112] When calculating the third product between the base station information and the third influence weight, calculate the third product between the signal strength of the cell to which the communication terminal is currently connected and the third influence weight of the signal strength of the cell to which the communication terminal is currently connected on the complaint. Calculate the third product between the signal strength of the neighboring cells of the cell to which the communication terminal is currently connected and the third influence weight of the signal strength of the neighboring cells of the cell to which the communication terminal is currently connected on the complaint. Calculate the third product between the radio interface information transmitted between the communication terminal and the base station and the third influence weight of the radio interface information (obtained through the getSignalStrength interface) transmitted between the communication terminal and the base station on the complaint. Calculate the third product between the base station information of the base station to which the communication terminal is connected and the third influence weight of the base station information of the base station to which the communication terminal is connected on the complaint.

[0113] 14) Calculate the fourth product between the operator information and the fourth influence weight.

[0114] In one embodiment, the operator information includes multiple operator sub-information, and the multiple operator sub-information at least includes: the city where the communication operator is located, the communication package handled by the communication card, whether the communication card is in arrears, and the maximum speed limit of the communication card.

[0115] Correspondingly, the fourth influence weight of the operator information on the complaint includes: the fourth influence weight of the city where the communication operator is located on the complaint, the fourth influence weight of the communication package handled by the communication card on the complaint, the fourth influence weight of whether the communication card is in arrears on the complaint, and the fourth influence weight of the maximum speed limit of the communication card on the complaint.

[0116] In this way, when calculating the fourth product between the operator information and the fourth influence weight, the fourth product between the city where the communication operator is located and the fourth influence weight of the city where the communication operator is located on the complaint can be calculated. Calculate the fourth product between the communication package handled by the communication card and the fourth influence weight of the communication package handled by the communication card on the complaint. Calculate the fourth product between whether the communication card is in arrears and the fourth influence weight of whether the communication card is in arrears on the complaint. Calculate the fourth product between the maximum speed limit of the communication card and the fourth influence weight of the maximum speed limit of the communication card on the complaint.

[0117] 15) Select the largest product among the first product, the second product, the third product, and the fourth product.

[0118] The largest product may be one or multiple. For example, if multiple products are tied for the largest, the largest product is the multiple tied products.

[0119] Wherein, if the first product is multiple, and / or the second product may be multiple, and / or the third product is multiple, and / or the fourth product is multiple, then the largest product may be some of the multiple first products, or the largest product may be some of the multiple second products, or the largest product may be some of the multiple third products, or the largest product may be some of the multiple fourth products.

[0120] 16) Determine the information involved in the largest product as the information that contributes the most to the complaint request.

[0121] Wherein, the product is obtained by calculating the product between an information and the influence weight of this information on the complaint. In this way, a product involves the information used to calculate this product and the influence weight. In this way, the information involved in a product is the information used to calculate this product, etc.

[0122] 1042. Determine the cause of the complaint request according to the information that contributes the most to the complaint request.

[0123] For example, the information that contributes the most to the complaint request can be determined as the cause of the complaint request.

[0124] In one embodiment, the product of each piece of information and its corresponding influence weight can also be displayed in the form of a bar chart or a pie chart for the staff or the user to view.

[0125] For example, if the contribution degrees of RSRP and SINR are the largest, the complaint is caused by coverage problems. If the contribution degree of the 4 / 5G failure factor is the largest, the complaint is caused by network failures. If the contribution degree of the load factor is the largest, the complaint is caused by load problems. If the contribution degree of the terminal factor is the largest, the complaint is caused by terminal reasons.

[0126] In step S105, a solution to the complaint request is obtained based on this reason.

[0127] The reasons for the generation of the complaint request include: reasons of the communication network, reasons of the communication package subscribed by the communication card, reasons of the communication terminal itself, and reasons of the communication card itself. The reasons for the generation of the complaint request also include: reasons other than reasons of the communication network, reasons of the communication package subscribed by the communication card, reasons of the communication terminal itself, and reasons of the communication card itself.

[0128] In one embodiment, when the reason for the generation of the complaint request is a reason of the communication network, the complaint request is passed back to the network department of the communication operator for verification and optimization.

[0129] Or, in another embodiment, when the reason for the generation of the complaint request is a reason of the communication package subscribed by the communication card, the complaint request is passed back to the marketing department of the communication operator so that the staff of the marketing department of the communication operator can directly contact the user to solve the user's problem.

[0130] Or, in another embodiment, when the reason for the generation of the complaint request is a reason of the communication terminal itself, the complaint request is passed back to the terminal department of the communication operator to remotely guide the user to optimize and adjust the communication terminal.

[0131] Or, in another embodiment, when the reason for the generation of the complaint request is a reason of the communication card itself, the complaint request is passed back to the communication card department of the communication operator to remotely guide the user to replace the communication card.

[0132] Or, in another embodiment, when the reason for the generation of the complaint request is this other reason, the complaint request is passed back to the operation and maintenance department of the communication operator so that the operation and maintenance personnel of the operation and maintenance department can directly go to the complaint site involved in the complaint request to solve the user's problem.

[0133] In step S106, the solution is output.

[0134] For example, display the solution on an electronic device, or send the solution to the user so that the user can solve their problem through the solution, or send the solution to the relevant staff so that the relevant staff can assist the user in solving their problem based on the solution.

[0135] After outputting the solution, the processing progress is transmitted back in real time, enabling the user to visually and intuitively see the processing progress of the complaint request.

[0136] In this application, a complaint request submitted by the user's communication terminal is obtained. According to the complaint request, the detailed complaint information involved in the complaint request is obtained, the terminal information of the communication terminal is obtained, the base station information of the base station involved in the communication terminal is obtained, and the operator information of the communication operator to which the communication card in the communication device belongs is obtained. The first influence weight of the detailed complaint information on the complaint is obtained. The second influence weight of the terminal information on the complaint is obtained. The third influence weight of the base station information on the complaint is obtained. The fourth influence weight of the operator information on the complaint is obtained. Based on the detailed complaint information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight, the cause of the complaint request is determined. According to the cause, a solution to the complaint request is obtained. The solution is output.

[0137] This application fully automates the processing of user complaints, reducing the burden on the staff of the communication operator (complaint handlers), saving the costs for the staff to analyze the specific situation of the complaints and the costs for the staff to seek solutions to the user's problems for user complaints, and generally reducing the labor costs and operating costs.

[0138] In addition, the speed of automatically processing user complaints is faster than that of manually processing user complaints, saving time. When automatically processing (using a computer to process), a large number of complaints can be processed in parallel (batch), reducing the complaint queuing time. In this way, the duration of the entire cycle of processing complaints can be reduced, the efficiency of processing complaints can be improved, and the problem of uneven or insufficient business skills of the staff (complaint handlers) can be avoided, improving the accuracy of processing complaints and bringing a better service experience to users, enhancing user satisfaction.

[0139] Secondly, this application can also accurately define the specific cause of the user's complaint, enabling the user's problem to be accurately solved according to the specific cause, improving the accuracy and efficiency of processing complaints.

[0140] Furthermore, in another embodiment of this application, refer to Figure 2 The method further includes:

[0141] In step S201, according to the complaint details information, the terminal information, the base station information, the operator information, the first impact weight, the second impact weight, the third impact weight, and the fourth impact weight, obtain the complaint score of the complaint request.

[0142] In this step, the first product between the complaint details information and the first impact weight can be calculated. Calculate the second product between the terminal information and the second impact weight. Calculate the third product between the base station information and the third impact weight. Calculate the fourth product between the operator information and the fourth impact weight. Calculate the sum value among the first product, the second product, the third product, and the fourth product. Determine the complaint score of the complaint request according to the sum value. For example, determine the sum value as the complaint score of the complaint request.

[0143] In step S202, determine the complaint level of the complaint request according to the complaint score.

[0144] In this step, in the correspondence between the complaint score interval and the complaint level, find the complaint score interval where the complaint score is located. In the correspondence between the complaint score interval and the complaint level, find the complaint level corresponding to the found complaint score interval. Determine the complaint level of the complaint request according to the found complaint level. For example, determine the found complaint level as the complaint level of the complaint request.

[0145] In the correspondence between the complaint score interval and the complaint level, different complaint score intervals do not overlap, and the complaint levels corresponding to different complaint score intervals are different.

[0146] For example, the higher the complaint score interval, the higher the corresponding complaint level, or the lower the complaint score interval, the lower the corresponding complaint level.

[0147] In step S203, determine the processing time limit of the complaint request according to the complaint level, so as to process the complaint request within the processing time limit.

[0148] Among them, the higher the complaint level, the more urgent or shorter the corresponding processing time limit, that is, the complaint request needs to be processed within a shorter time period.

[0149] Or, the lower the complaint level, the more relaxed or longer the corresponding processing time limit, that is, the complaint request can be processed within a longer time period.

[0150] Different complaint levels determine different processing time limits for the complaint request.

[0151] In the correspondence between the complaint level and the processing time limit, find the processing time limit corresponding to the complaint level and use it as the processing time limit of the complaint request.

[0152] It should be noted that for the method embodiments, for the sake of simple description, they are all expressed as a series of action combinations. However, those skilled in the art should know that this application is not limited by the described action sequence, because according to this application, certain steps can be performed in other sequences or simultaneously. Secondly, those skilled in the art should also know that the embodiments described in the specification are all optional embodiments, and the actions involved are not necessarily essential to this application.

[0153] Referring to Figure 3 , a complaint handling device of the present application is shown, which is applied to an electronic device. The device includes:

[0154] A first acquisition module 11, configured to acquire a complaint request submitted by a user's communication terminal;

[0155] A second acquisition module 12, configured to acquire complaint detail information involved in the complaint request according to the complaint request, acquire terminal information of the communication terminal, acquire base station information of the base station involved in the communication terminal, and acquire operator information of the communication operator to which the communication card in the communication device belongs;

[0156] A third acquisition module 13, configured to acquire a first influence weight of the complaint on the complaint according to the complaint detail information; acquire a second influence weight of the terminal information on the complaint; acquire a third influence weight of the base station information on the complaint; acquire a fourth influence weight of the operator information on the complaint;

[0157] A first determination module 14, configured to determine the cause of the complaint request according to the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight;

[0158] A fourth acquisition module 15, configured to acquire a solution to the complaint request according to the cause;

[0159] An output module 16, configured to output the solution.

[0160] In an optional implementation manner, the device further includes:

[0161] A fifth acquisition module, configured to acquire a complaint score of the complaint request according to the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight;

[0162] A second determination module, configured to determine the complaint level of the complaint request according to the complaint score;

[0163] A third determination module, configured to determine a processing time limit for the complaint request according to the complaint level, so as to process the complaint request within the processing time limit.

[0164] In an optional implementation manner, the fifth acquisition module includes:

[0165] A first calculation unit, configured to calculate a first product between the complaint detail information and a first influence weight;

[0166] A second calculation unit, configured to calculate a second product between the terminal information and a second influence weight;

[0167] A third calculation unit, configured to calculate a third product between the base station information and a third influence weight;

[0168] A fourth calculation unit, configured to calculate a fourth product between the operator information and a fourth influence weight;

[0169] A fifth calculation unit, configured to calculate a sum value among the first product, the second product, the third product, and the fourth product;

[0170] A first determination unit, configured to determine a complaint score of the complaint request according to the sum value.

[0171] In an optional implementation manner, the second determination module includes:

[0172] A first search unit, configured to search, in a correspondence relationship between complaint score intervals and complaint levels, for the complaint score interval where the complaint score is located;

[0173] A second search unit, configured to search, in a correspondence relationship between complaint score intervals and complaint levels, for the complaint level corresponding to the found complaint score interval;

[0174] A second determination unit, configured to determine the complaint level of the complaint request according to the found complaint level.

[0175] In an optional implementation manner, the first determination module includes:

[0176] A third determination unit, configured to determine, among the complaint detail information, the terminal information, the base station information, and the operator information, the information that contributes the most to the complaint request according to the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight;

[0177] A fourth determination unit, configured to determine the cause of the complaint request according to the information that contributes the most to the complaint request.

[0178] In an alternative implementation, the third determination unit includes:

[0179] A sixth calculation subunit, configured to calculate a first product between the complaint detail information and a first influence weight;

[0180] A seventh calculation subunit, configured to calculate a second product between the terminal information and a second influence weight;

[0181] An eighth calculation subunit, configured to calculate a third product between the base station information and a third influence weight;

[0182] A ninth calculation subunit, configured to calculate a fourth product between the operator information and a fourth influence weight;

[0183] A selection subunit, configured to select the largest product among the first product, the second product, the third product, and the fourth product;

[0184] A determination subunit, configured to determine the information involved in the largest product as the information that contributes the most to the complaint request.

[0185] In an alternative implementation, the third acquisition module includes:

[0186] An input unit, configured to input the complaint detail information, the terminal information, the base station information, and the operator information into a trained influence weight determination model, so that the influence weight determination model collaboratively processes the complaint detail information, the terminal information, the base station information, and the operator information to obtain a first influence weight of the complaint detail information on the complaint, a second influence weight of the terminal information on the complaint, a third influence weight of the base station information on the complaint, and a fourth influence weight of the operator information on the complaint.

[0187] In an alternative implementation, the third acquisition module further includes:

[0188] An acquisition unit, configured to acquire a plurality of training data sets;

[0189] A training data set includes sample data and annotation data;

[0190] The sample data includes: sample complaint detail information involved in a sample complaint request, sample terminal information of a sample communication terminal that submits the sample complaint request, sample base station information of a sample base station involved in the sample communication terminal, and sample operator information of a sample communication operator to which a sample communication card in the sample communication device belongs;

[0191] The labeled data includes: the influence weight of the sample complaint details information on the complaint, the influence weight of the sample terminal information on the complaint, the influence weight of the sample base station information on the complaint, and the influence weight of the sample operator information on the complaint;

[0192] A training unit for training a gradient boosting tree model using multiple training data sets until the parameters in the gradient boosting tree model converge, thereby obtaining an influence weight determination model.

[0193] In this application, a complaint request submitted by a user's communication terminal is obtained. According to this complaint request, the complaint details information involved in this complaint request is obtained, the terminal information of this communication terminal is obtained, the base station information of the base station involved in this communication terminal is obtained, and the operator information of the communication operator to which the communication card in this communication device belongs is obtained. The first influence weight of this complaint details information on the complaint is obtained. The second influence weight of this terminal information on the complaint is obtained. The third influence weight of this base station information on the complaint is obtained. The fourth influence weight of this operator information on the complaint is obtained. According to this complaint details information, this terminal information, this base station information, this operator information, this first influence weight, this second influence weight, this third influence weight, and this fourth influence weight, the cause of this complaint request is determined. A solution to this complaint request is obtained according to this cause. The solution is output.

[0194] The whole process of this application automatically processes user complaints, reducing the burden on the staff (complaint handlers) of communication operators, saving the cost for the staff to analyze the specific situation of complaints and the cost for the staff to seek solutions to user problems for user complaints, and generally reducing the labor cost and operation cost.

[0195] In addition, the speed of automatically processing user complaints is faster than that of manually processing user complaints, saving time. When automatically processing (using a computer to process), a large number of complaints can be processed in parallel (batch), reducing the complaint queuing time. In this way, the duration of the entire cycle of processing complaints can be reduced, the efficiency of processing complaints can be improved, and the problem of insufficient or uneven business skill levels of the staff (complaint handlers) can also be avoided, improving the accuracy of processing complaints and bringing a better service experience to users, enhancing user satisfaction.

[0196] Secondly, this application can also accurately define the specific cause of a user's complaint, enabling the accurate solution of the user's problem according to the specific cause, and improving the accuracy and efficiency of processing complaints.

[0197] Optionally, an embodiment of the present application further provides an electronic device, including: a processor, a memory, and a computer program stored on the memory and executable on the processor. When the computer program is executed by the processor, it implements each process of the above method embodiment and can achieve the same technical effect. To avoid repetition, it will not be elaborated here.

[0198] An embodiment of the present application further provides a computer-readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, it implements each process of the above method embodiment and can achieve the same technical effect. To avoid repetition, it will not be elaborated here. Among them, the computer-readable storage medium is, for example, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disc, etc.

[0199] Figure 4 is a block diagram of an electronic device 800 shown in the present application. For example, the electronic device 800 can be a mobile phone, a computer, a digital broadcast terminal, a messaging device, a game console, a tablet device, a medical device, a fitness device, a personal digital assistant, etc.

[0200] Refer to Figure 4 , the electronic device 800 may include one or more of the following components: a processing component 802, a memory 804, a power supply component 806, a multimedia component 808, an audio component 810, an input / output (I / O) interface 812, a sensor component 814, and a communication component 816.

[0201] The processing component 802 generally controls the overall operation of the electronic device 800, such as operations associated with display, telephone call, data communication, camera operation, and recording operation. The processing component 802 may include one or more processors 820 to execute instructions to complete all or part of the steps of the above method. In addition, the processing component 802 may include one or more modules to facilitate the interaction between the processing component 802 and other components. For example, the processing component 802 may include a multimedia module to facilitate the interaction between the multimedia component 808 and the processing component 802.

[0202] The memory 804 is configured to store various types of data to support the operation of the device 800. Examples of such data include instructions for any application or method operating on the electronic device 800, contact data, phone book data, messages, images, videos, and the like. The memory 804 can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, a magnetic disk, or an optical disk.

[0203] The power supply component 806 provides power to various components of the electronic device 800. The power supply component 806 may include a power management system, one or more power supplies, and other components associated with generating, managing, and distributing power for the electronic device 800.

[0204] The multimedia component 808 includes a screen that provides an output interface between the electronic device 800 and the user. In some embodiments, the screen may include a liquid crystal display (LCD) and a touch panel (TP). If the screen includes a touch panel, the screen can be implemented as a touch screen to receive input signals from the user. The touch panel includes one or more touch sensors to sense touches, swipes, and gestures on the touch panel. The touch sensors can not only sense the boundaries of the touch or swipe actions but also monitor the duration and pressure associated with the touch or swipe operation. In some embodiments, the multimedia component 808 includes a front camera and / or a rear camera. When the device 800 is in an operating mode, such as a shooting mode or a video mode, the front camera and / or the rear camera can receive external multimedia data. Each of the front camera and the rear camera can be a fixed optical lens system or have a focal length and optical zoom capabilities.

[0205] The audio component 810 is configured to output and / or input audio signals. For example, the audio component 810 includes a microphone (MIC) that is configured to receive external audio signals when the electronic device 800 is in an operating mode, such as a call mode, a recording mode, and a voice recognition mode. The received audio signals can be further stored in the memory 804 or transmitted via the communication component 816. In some embodiments, the audio component 810 further includes a speaker for outputting audio signals.

[0206] The I / O interface 812 provides an interface between the processing component 802 and a peripheral interface module, which can be a keyboard, a click wheel, buttons, etc. These buttons can include, but are not limited to: a home button, a volume button, a power-on button, and a lock button.

[0207] The sensor assembly 814 includes one or more sensors for providing a status assessment of various aspects of the electronic device 800. For example, the sensor assembly 814 can monitor the on / off state of the device 800, the relative positioning of components, such as the display and keypad of the electronic device 800. The sensor assembly 814 can also monitor a change in the position of the electronic device 800 or a component of the electronic device 800, the presence or absence of user contact with the electronic device 800, the orientation or acceleration / deceleration of the electronic device 800, and the temperature change of the electronic device 800. The sensor assembly 814 can include a proximity sensor configured to monitor the presence of nearby objects without any physical contact. The sensor assembly 814 can also include a light sensor, such as a CMOS or CCD image sensor, for use in imaging applications. In some embodiments, the sensor assembly 814 can also include an acceleration sensor, a gyroscope sensor, a magnetic sensor, a pressure sensor, or a temperature sensor.

[0208] The communication component 816 is configured to facilitate communication between the electronic device 800 and other devices in a wired or wireless manner. The electronic device 800 can access a wireless network based on communication standards, such as WiFi, a carrier network (such as 2G, 3G, 4G, or 5G), or a combination thereof. In an exemplary embodiment, the communication component 816 receives a broadcast signal or broadcast operation information from an external broadcast management system via a broadcast channel. In an exemplary embodiment, the communication component 816 further includes a near field communication (NFC) module to facilitate short-range communication. For example, the NFC module can be implemented based on radio frequency identification (RFID) technology, infrared data association (IrDA) technology, ultra-wideband (UWB) technology, Bluetooth (BT) technology, and other technologies.

[0209] In an exemplary embodiment, the electronic device 800 can be implemented by one or more application specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), field programmable gate arrays (FPGAs), controllers, microcontrollers, microprocessors, or other electronic components for performing the above method.

[0210] In an exemplary embodiment, a non-transitory computer-readable storage medium including instructions is also provided, such as a memory 804 including instructions, and the above instructions can be executed by a processor 820 of the electronic device 800 to complete the above method. For example, the non-transitory computer-readable storage medium can be a ROM, a random access memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, and an optical data storage device, etc.

[0211] Figure 5It is a block diagram of an electronic device 1900 shown in the present application. For example, the electronic device 1900 can be provided as a server.

[0212] Referring to Figure 5 , the electronic device 1900 includes a processing component 1922, which further includes one or more processors, and memory resources represented by a memory 1932 for storing instructions executable by the processing component 1922, such as application programs. The application programs stored in the memory 1932 may include one or more modules each corresponding to a set of instructions. In addition, the processing component 1922 is configured to execute instructions to perform the above method.

[0213] The electronic device 1900 may also include a power component 1926 configured to perform power management of the electronic device 1900, a wired or wireless network interface 1950 configured to connect the electronic device 1900 to a network, and an input / output (I / O) interface 1958. The electronic device 1900 can operate based on an operating system stored in the memory 1932, such as Windows ServerTM, Mac OS XTM, UnixTM, LinuxTM, FreeBSDTM or the like.

[0214] It should be noted that in this article, the terms "include", "comprise" or any other variant thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements not only includes those elements, but also includes other elements not expressly listed, or further includes elements inherent to such process, method, article or device. Without further limitation, an element defined by the statement "including a..." does not exclude the existence of additional identical elements in the process, method, article or device including that element.

[0215] Through the description of the above embodiments, those skilled in the art can clearly understand that the above embodiment methods can be implemented by means of software plus a necessary general hardware platform. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation. Based on such an understanding, the technical solution of the present application, 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 is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk) and includes several instructions for causing a terminal (which can be a mobile phone, computer, server, air conditioner, or network device, etc.) to execute the methods described in various embodiments of the present application.

[0216] The embodiments of the present application have been described above in conjunction with the accompanying drawings. However, the present application is not limited to the above specific embodiments. The above specific embodiments are merely illustrative and not restrictive. Under the inspiration of the present application, those of ordinary skill in the art can also make many forms without departing from the purpose of the present application and the scope protected by the claims, and all of them belong to the protection scope of the present application.

[0217] Those of ordinary skill in the art can realize that the units and algorithm steps of each example described in combination with the embodiments disclosed in the embodiments of the present application can be implemented by electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are executed in a hardware or software manner depends on the specific application and design constraints of the technical solution. Professional technicians can use different methods to implement the described functions for each specific application, but such implementation should not be considered to exceed the scope of the present application.

[0218] Those skilled in the art can clearly understand that for the convenience and simplicity of description, the specific working processes of the above-described systems, devices, and units can refer to the corresponding processes in the foregoing method embodiments and will not be elaborated herein.

[0219] In the embodiments provided in the present application, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are merely illustrative. For example, the division of the units is only a logical function division, and there can be other division methods in actual implementation. For example, multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the displayed or discussed coupling or direct coupling or communication connection between each other can be through some interfaces, and the indirect coupling or communication connection of the devices or units can be in an electrical, mechanical, or other form.

[0220] The units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they can be located in one place, or distributed to multiple network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0221] In addition, the functional units in each embodiment of the present application can be integrated into one processing unit, or each unit can exist physically alone, or two or more units can be integrated into one unit.

[0222] When the above-mentioned functions are implemented in the form of software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or a part of this 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 for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute all or part of the steps of the methods described in various embodiments of this application. The foregoing storage medium includes: various media that can store program codes, such as USB flash drives, mobile hard disks, ROM, RAM, magnetic disks, or optical discs.

[0223] As described above, the above are only specific implementation manners of this application, but the protection scope of this application is not limited thereto. Any person skilled in the art within the technical scope disclosed by this application can easily think of changes or substitutions, which should all be covered within the protection scope of this application. Therefore, the protection scope of this application shall be subject to the protection scope of the claims.

Claims

1. A complaint handling method, characterized in that, Applied to an electronic device, the method includes: Obtaining a complaint request submitted by a user's communication terminal; According to the complaint request, obtaining the complaint details information involved in the complaint request, obtaining the terminal information of the communication terminal, obtaining the base station information of the base station involved in the communication terminal, and obtaining the operator information of the communication operator to which the communication card in the communication device belongs; Obtaining the first influence weight of the complaint details information on the complaint; obtaining the second influence weight of the terminal information on the complaint; obtaining the third influence weight of the base station information on the complaint; obtaining the fourth influence weight of the operator information on the complaint; According to the complaint details information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight, determining the cause of the complaint request; Obtaining a solution to the complaint request according to the cause; Outputting the solution.

2. The method according to claim 1, characterized in that The method further includes: According to the complaint details information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight, obtaining the complaint score of the complaint request; Determining the complaint level of the complaint request according to the complaint score; Determining the processing time limit of the complaint request according to the complaint level, so as to process the complaint request within the processing time limit.

3. The method according to claim 2, wherein The obtaining the complaint score of the complaint request according to the complaint details information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight includes: Calculating a first product between the complaint details information and the first influence weight; Calculating a second product between the terminal information and the second influence weight; Calculating a third product between the base station information and the third influence weight; Calculating a fourth product between the operator information and the fourth influence weight; Calculating the sum value between the first product, the second product, the third product, and the fourth product; Determining the complaint score of the complaint request according to the sum value.

4. The method according to claim 2, wherein The determining the complaint level of the complaint request according to the complaint score includes: Searching for the complaint score interval in which the complaint score is located in the corresponding relationship between the complaint score interval and the complaint level; Searching for the complaint level corresponding to the found complaint score interval in the corresponding relationship between the complaint score interval and the complaint level; Determining the complaint level of the complaint request according to the found complaint level.

5. The method according to claim 1, characterized in that, The determining the cause of the complaint request according to the complaint details information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight includes: Determine the information that contributes the most to the complaint request among the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight; Determine the cause of the complaint request according to the information that contributes the most to the complaint request.

6. The method according to claim 5, wherein The determining, among the complaint detail information, the terminal information, the base station information, and the operator information, the information that contributes the most to the complaint request according to the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight includes: Calculate a first product between the complaint detail information and the first influence weight; Calculate a second product between the terminal information and the second influence weight; Calculate a third product between the base station information and the third influence weight; Calculate a fourth product between the operator information and the fourth influence weight; Select the largest product among the first product, the second product, the third product, and the fourth product; Determine the information involved in the largest product as the information that contributes the most to the complaint request.

7. The method according to claim 1, characterized in that, Obtain the first influence weight of the complaint detail information on the complaint; obtain the second influence weight of the terminal information on the complaint; Obtain the third influence weight of the base station information on the complaint; Obtain the fourth influence weight of the operator information on the complaint, including: Input the complaint detail information, the terminal information, the base station information, and the operator information into a trained influence weight determination model, so that the influence weight determination model collaboratively processes the complaint detail information, the terminal information, the base station information, and the operator information to obtain the first influence weight of the complaint detail information on the complaint, the second influence weight of the terminal information on the complaint, the third influence weight of the base station information on the complaint, and the fourth influence weight of the operator information on the complaint.

8. The method according to claim 7, wherein The method further includes: Obtain a plurality of training data sets; One training data set includes sample data and labeled data; The sample data includes: sample complaint detail information involved in a sample complaint request, sample terminal information of a sample communication terminal that submits the sample complaint request, sample base station information of a sample base station involved in the sample communication terminal, and sample operator information of a sample communication operator to which a sample communication card in the sample communication device belongs; The labeled data includes: the labeled influence weight of the sample complaint detail information on the complaint, the labeled influence weight of the sample terminal information on the complaint, the sample influence weight of the sample base station information on the complaint, and the sample influence weight of the sample operator information on the complaint; Train a gradient boosting tree model using a plurality of training data sets until the parameters in the gradient boosting tree model converge, thereby obtaining an influence weight determination model.

9. A complaint handling device, characterized in that, Applied to an electronic device, the apparatus includes: A first acquisition module, configured to acquire a complaint request submitted by a user's communication terminal; A second acquisition module, configured to acquire complaint detail information involved in the complaint request according to the complaint request, acquire terminal information of the communication terminal, acquire base station information of a base station involved in the communication terminal, and acquire operator information of a communication operator to which a communication card in the communication device belongs; A third acquisition module, configured to acquire a first influence weight of the complaint on the basis of the complaint detail information; acquire a second influence weight of the complaint on the basis of the terminal information; acquire a third influence weight of the complaint on the basis of the base station information; acquire a fourth influence weight of the complaint on the basis of the operator information; A first determination module, configured to determine a cause of the complaint request on the basis of the complaint detail information, the terminal information, the base station information, the operator information, the first influence weight, the second influence weight, the third influence weight, and the fourth influence weight; A fourth acquisition module, configured to acquire a solution to the complaint request on the basis of the cause; An output module, configured to output the solution.

10. An electronic device, characterized in that, Comprising: A processor, a memory, and a computer program stored on the memory and executable on the processor, where the computer program, when executed by the processor, implements the method according to any one of claims 1 to 8.

11. A computer-readable storage medium, characterized in that, A computer program is stored on the computer-readable storage medium, and when the computer program is executed by a processor, it implements the method according to any one of claims 1 to 8.

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