CN109005046A - Complaint handling method and system - Google Patents

Abstract

The invention provides a complaint handling method and system. The complaint handling method includes: extracting call detail records of end users associated with complaint work orders within a predetermined period of time; measuring report data, control plane data, and user plane data associated with each call process in the call detail records performing matching; and analyzing the cause of the end user's complaint based on the measurement report data, control plane data, and user plane data associated with each call process. According to the complaint handling method and system of the embodiments of the present invention, the measurement report data and signaling data associated with the call scene targeted by the complaint work order can be traced, so that the terminal can be automatically analyzed based on the traced measurement report data and signaling data The reason for the user's complaint.

Description

Complaint handling method and system

technical field

The present invention relates to the communication field, and more particularly relates to a complaint handling method and system.

Background technique

At present, telecom operators mainly analyze and locate the cause of user complaints through manual processing such as manual return visits to users and manual extraction of traffic statistics from relevant network elements. However, the conventional complaint handling process mainly has the following problems: it mainly relies on manual processing, which is inefficient and wastes resources; it cannot reproduce the scene targeted by user complaints; Poor degree.

Contents of the invention

In view of one or more problems described above, the present invention provides a complaint handling method and system.

The complaint handling method according to the embodiment of the present invention includes: extracting the call detail record of the terminal user associated with the complaint work order within a predetermined period of time; data, and user plane data; and based on the measurement report data associated with each call process, control plane data, and user plane data, analyze the cause of the end user's complaint.

The complaint handling system according to an embodiment of the present invention includes: a record extracting unit configured to extract call detail records of end users associated with complaint work orders within a predetermined period; a data matching unit configured to extract call detail records in the call detail records The measurement report data, control plane data, and user plane data associated with each call process are matched; and the cause analysis unit is configured to be based on the measurement report data, control plane data, and user plane data associated with each call process Data to analyze the reasons for end-user complaints.

According to the complaint handling method and system of the embodiments of the present invention, the measurement report data and signaling data associated with the call scene targeted by the complaint work order can be traced, so that the terminal can be automatically analyzed based on the traced measurement report data and signaling data The reason for the user's complaint.

Description of drawings

Other characteristics, objects and advantages of the present invention will become more apparent by reading the following detailed description of non-limiting embodiments with reference to the accompanying drawings, wherein the same or similar reference numerals represent the same or similar features.

Fig. 1 shows a flowchart of a complaint handling method according to an embodiment of the present invention;

Fig. 2 shows a structural block diagram of a complaint handling system according to an embodiment of the present invention;

Figure 3 shows an example matching graph of measurement report data, control plane data, and user plane data;

FIG. 4 is a block diagram illustrating an exemplary hardware architecture of a computing device capable of implementing the complaint handling method and system according to an embodiment of the present invention.

Detailed ways

Features and exemplary embodiments of various aspects of the invention will be described in detail below. In the following detailed description, numerous specific details are set forth in order to provide a thorough understanding of the present invention. It will be apparent, however, to one skilled in the art that the present invention may be practiced without some of these specific details. The following description of the embodiments is only to provide a better understanding of the present invention by showing examples of the present invention. The present invention is by no means limited to any specific configurations and algorithms presented below, but covers any modification, substitution and improvement of elements, components and algorithms without departing from the spirit of the invention. In the drawings and the following description, well-known structures and techniques have not been shown in order to avoid unnecessarily obscuring the present invention.

Usually, the conventional complaint handling process mainly has the following problems: it mainly relies on manual processing, which is inefficient and wastes resources; it cannot reproduce the scene targeted by user complaints; Poor degree.

Therefore, the present invention proposes a complaint handling method and system, which can automatically process complaint work orders and analyze complaint reasons, thereby reducing the overall time-consuming complaint process and improving user satisfaction. Below, the complaint handling method and system according to the embodiments of the present invention will be described in detail with reference to the accompanying drawings.

Fig. 1 shows a flowchart of a complaint handling method according to an embodiment of the present invention. As shown in Figure 1, the complaint handling method 100 includes: S102, extracting the call detailed record (CallDetailed Record, referred to as CDR) of the terminal user associated with the complaint work order within a predetermined period of time; Match the measurement report data, control plane data, and user plane data associated with each call process; and S106, based on the measurement report data, control plane data, and user plane data associated with each call process, analyze the end user reason for the complaint. Here, a new complaint work order may be searched in the work order storage unit specially used for storing complaint work orders every predetermined time interval, and if there is a new complaint work order, the new complaint work order may be acquired for processing.

According to the complaint handling method of the embodiment of the present invention, the measurement report data and signaling data associated with the call scene targeted by the complaint work order can be traced back, so that the terminal user's Reason for Complaint.

In some embodiments, the terminal user's call detail record can be extracted in the telecom operator system corresponding to the complaint work order by using the terminal user's International Mobile Subscriber Identification Number (IMSI for short); if in the complaint work order If there is no call detail record of the terminal user extracted from the corresponding telecom operator system, the terminal user’s International Mobile Subscriber Identity can be used to register one or more calls in the same group as the telecom operator system corresponding to the complaint work order. Extract the call detail records of the end user from the system of another telecom operator (that is, execute step S108). For example, if the complaint work order is generated in city A, first use the terminal user's IMSI to extract the call detail records of the terminal user in the telecom operator system of city A; For the user's call detail records, the end user's call detail records are extracted from the telecom operator systems of other cities in the province where city A is located.

In some embodiments, the call detail record of the end user may include measurement report (Measurement Report, MR for short) data associated with the end user, user plane data, and control plane data. Among them, the user plane data can be obtained from the S1 interface user plane (S1U) or 2G user plane in the telecom operator system, and the control plane data can be obtained from the S1 Mobility Management Entity (MME) in the telecom operator system Or 2G control plane acquisition.

In some embodiments, the measurement report data and control plane data associated with each call process in the call detail record can be matched, and the control plane data and user plane data associated with each call process in the call detail record can be matched. Matching is performed, so as to realize the matching of measurement report data, user plane data, and control plane data associated with each call process.

Fig. 3 shows an example matching graph of measurement report data, control plane data, and user plane data. In the example shown in Figure 3, the control plane data is S1-MME data, and the user plane data is S1-U data. The specific matching process is as follows:

First, correlate the measurement report data with the control plane data. The associated keywords of these two types of data are mainly timestamp, MME code, MME Group ID, Cellid, and S1AP UEID. Through the joint screening of the above keywords, the corresponding relationship between the measurement report data and the S1-MME interface data can be uniquely determined, data association is realized, and key user information fields are backfilled.

Then, correlate control plane data and user plane data. The associated keywords of these two types of data are mainly timestamp, Erb_ul/dlteid, ueip, SGW teid, ENB teid, User ip, etc. Through the joint screening of the above keywords, the corresponding relationship between the control plane data and the user plane data can be uniquely determined, data association is realized, and key user information fields are backfilled.

Finally, on the basis of the above associated data, the matching of measurement report data, control panel data, and user plane data is realized through the user information field. Here, the user information field may be, for example, the terminal user's IMSI, phone number, and/or International Mobile Equipment Identification Number (International Mobile Equipment Identification Number, IMEI for short).

In some embodiments, the complaint handling method 100 according to the embodiment of the present invention may further include: S110, performing a physical examination on all the communities experienced by the terminal user within a predetermined period, and storing the results of the community physical examination corresponding to the predetermined period. After the result of the community physical examination is obtained, a complaint processing result may also be generated based on the community analysis result and/or the analyzed cause of the complaint (that is, step S112 is performed).

Compared with the current complaint handling process, the complaint handling method according to the embodiment of the present invention has the following advantages: it can automatically process the complaint work order and analyze the cause of the complaint, thereby reducing the overall time consumption of the complaint process and improving user satisfaction.

Fig. 2 shows a structural block diagram of a complaint handling system according to an embodiment of the present invention. As shown in FIG. 2, the complaint processing system 200 includes a record extraction unit 202, a data matching unit 204, and a cause analysis unit 206, wherein: the record extraction unit 202 is configured to extract the end user associated with the complaint work order within a predetermined period The call detail record of the end user, that is, execute step S102; the data matching unit 204 is configured to match the measurement report data, control plane data, and user plane data associated with each call process in the call detail record of the end user, that is, execute Step S104: The cause analysis unit 206 is configured to analyze the cause of the terminal user's complaint based on the measurement report data, control plane data, and user plane data associated with each call process, that is, execute step S106.

According to the complaint handling method of the embodiment of the present invention, the measurement report data and signaling data associated with the call scene targeted by the complaint work order can be traced back, so that the terminal user's Reason for Complaint.

In some embodiments, the complaint handling system 200 according to the embodiment of the present invention may further include a community physical examination unit 108 and a result storage unit 110, wherein: the community physical examination unit 108 is configured to check all the community Carrying out physical examination; the result storage unit 110 is configured to store the results of community physical examination corresponding to a predetermined period of time.

In some embodiments, the complaint handling system 200 according to the embodiment of the present invention may also include a file generation unit 112 and a work order acquisition unit 114, wherein: the file generation unit 112 is configured to generate a complaint based on the result of the community physical examination and/or the cause of the complaint Processing result file; work order acquisition unit 114 is configured to acquire complaint work orders from the work order storage unit at predetermined time intervals.

Other details of the complaint handling system according to the embodiment of the present invention are similar to the corresponding processing in the above complaint handling method, and will not be repeated here. Compared with the current complaint handling platform, the complaint handling system according to the embodiment of the present invention has the following advantages: it can automatically process the complaint work order and analyze the cause of the complaint, thereby reducing the overall time consumption of the complaint process and improving user satisfaction.

The complaint handling method and system described in conjunction with FIGS. 1-3 may be implemented by a computing device. FIG. 4 is a block diagram illustrating an exemplary hardware architecture of a computing device capable of implementing the complaint handling method and system according to an embodiment of the present invention. As shown in FIG. 4 , the computing device 400 includes an input device 401 , an input interface 402 , a central processing unit 403 , a memory 404 , an output interface 405 , and an output device 406 . Wherein, the input interface 402, the central processing unit 403, the memory 404, and the output interface 405 are connected to each other through the bus 410, and the input device 401 and the output device 406 are respectively connected to the bus 410 through the input interface 402 and the output interface 405, and then connected to the computing device 400 other component connections. Specifically, the input device 401 receives an external complaint work order, and transmits the input information to the central processing unit 403 through the input interface 402; the central processing unit 403 processes based on the computer-executable instructions stored in the memory 404 to generate a Complaint reasons or complaint handling results, temporarily or permanently store the complaint reasons or complaint handling results in the memory 404, and then transmit them to the output device 406 through the output interface 405; the output device 406 outputs the complaint reasons or complaint handling results to the computing device 400 external to the user.

That is to say, the complaint handling system 200 shown in FIG. 2 can also be implemented to include: a memory storing computer-executable instructions; 3. Describe the complaint handling method and system.

It is to be understood that the invention is not limited to the specific arrangements and processes described above and shown in the drawings. For conciseness, detailed descriptions of known methods are omitted here. In the above embodiments, several specific steps are described and shown as examples. However, the method process of the present invention is not limited to the specific steps described and shown, and those skilled in the art can make various changes, modifications and additions, or change the sequence of steps after understanding the spirit of the present invention.

The functional blocks shown in the structural block diagrams described above may be implemented as hardware, software, firmware, or a combination thereof. When implemented in hardware, it may be, for example, an electronic circuit, an application specific integrated circuit (ASIC), suitable firmware, a plug-in, a function card, or the like. When implemented in software, the elements of the invention are the programs or code segments employed to perform the required tasks. Programs or code segments can be stored in machine-readable media, or transmitted over transmission media or communication links by data signals carried in carrier waves. "Machine-readable medium" may include any medium that can store or transmit information. Examples of machine-readable media include electronic circuits, semiconductor memory devices, ROM, flash memory, erasable ROM (EROM), floppy disks, CD-ROMs, optical disks, hard disks, fiber optic media, radio frequency (RF) links, and the like. Code segments may be downloaded via a computer network such as the Internet, an Intranet, or the like.

The present invention may be embodied in other specific forms without departing from its spirit and essential characteristics. For example, the algorithms described in certain embodiments may be modified without departing from the basic spirit of the invention in terms of system architecture. Therefore, the present embodiments are to be considered in all respects as illustrative rather than restrictive, the scope of the present invention is defined by the appended claims rather than the above description, and, within the meaning and equivalents of the claims, All changes in scope are thereby embraced within the scope of the invention.

Claims (16)

1. a kind of complaint handling method, comprising:

Extract the call detail record of terminal user associated with work order is complained in scheduled time slot；

To in the call detail record measurement report data associated with each calling procedure, control face data and User face data is matched；And

Based on measurement report data associated with each calling procedure, control face data and user face data, described in analysis The complaint reason of terminal user.

2. complaint handling method according to claim 1, wherein identified using the international mobile subscriber of the terminal user Code extracts the call detail record in the telecommunications operator system corresponding to the complaint work order.

3. complaint handling method according to claim 2, wherein if do not extracted in the telecommunications operator system The call detail record out, then using the terminal user international mobile subscriber identity with the telecom operation quotient system System belongs in other telecommunications operator systems of the one or more of same group and extracts the call detail record.

4. complaint handling method according to claim 1, further includes:

To the terminal user, all cells experienced check UP in the predetermined period；And

Store cell physical examination result corresponding with the predetermined period.

5. complaint handling method according to claim 4, further includes:

Complaint handling destination file is generated based on the cell physical examination result and/or the complaint reason.

6. complaint handling method according to claim 1, wherein to being called with each in the call detail record The associated measurement report data of journey, control face data and user face data carry out matched processing

To the measurement report data associated with each calling procedure and control face data progress in the call detail record Matching；

To the control face data associated with each calling procedure and user face data progress in the call detail record Match.

7. complaint handling method according to claim 1, wherein the control face data be from S1-MME data, it is described User face data is S1-U data.

8. complaint handling method according to claim 1, further includes:

The complaint work order is obtained from work order storage unit with predetermined time interval.

9. a kind of complaint handling system, comprising:

Extraction unit is recorded, it is detailed to be configured as extracting the calling of terminal user associated with work order is complained in scheduled time slot Record；

Data matching unit is configured as to the measurement report associated with each calling procedure in the call detail record Data, control face data and user face data are matched；And

Analysis of causes unit, be configured as based on measurement report data associated with each calling procedure, control face data, with And user face data, analyze the complaint reason of the terminal user.

10. complaint handling system according to claim 9, wherein the record extraction unit is configured as using described The international mobile subscriber identity of terminal user is exhaled described in extracting in the telecommunications operator system corresponding to the complaint work order It is record in detail.

11. complaint handling system according to claim 9, wherein the record extraction unit is configured as, if in institute It states and does not extract the call detail record in telecommunications operator system, then utilize the international mobile subscriber of the terminal user Identification code mentions in other the one or more telecommunications operator systems for belonging to same group with the telecommunications operator system Take the call detail record.

12. complaint handling system according to claim 9, further includes:

Cell physical examination unit is configured as to the terminal user all cells experienced in the predetermined period and carries out bodies Inspection；And

As a result storage unit is configured as storage cell physical examination result corresponding with the predetermined period.

13. complaint handling systems approach according to claim 12, further includes:

File generating unit is configured as generating complaint handling knot based on the cell physical examination result and/or the complaint reason Fruit file.

14. complaint handling system according to claim 9, wherein the data matching unit is also configured to

To the measurement report data associated with each calling procedure and control face data progress in the call detail record Matching；

To the control face data associated with each calling procedure and user face data progress in the call detail record Match.

15. complaint handling system according to claim 9, wherein the control face data is S1-MME XDR data, institute Stating user face data is S1-U XDR data.

16. complaint handling system according to claim 9, further includes:

Work order acquiring unit is configured as obtaining the complaint work order from work order storage unit with predetermined time interval.