Method and device for locating cause of data service complaint

Abstract

The embodiment of the invention discloses a method and device for locating the cause of a data service complaint. The method comprises the steps of according to the user number and time of the data service complaint, obtaining original signaling of all services corresponding to the user number within a preset time period prior to the time; filtering the original signaling according to a universalservice model so as to obtain service data of the user number; and locating the cause of the data service complaint through a preset decision-making tree complaint cause locating algorithm according to the service data of the user number. The device is used for implementing the method. The method provided by the embodiment of the invention for locating the cause of the data service complaint can quickly and accurately locate the cause of the data service complaint.

Description

technical field [0001] The invention relates to the field of network communication, in particular to a method and device for locating causes of data service complaints. Background technique [0002] With the continuous development of mobile Internet services, users pay more and more attention to data service perception, and there are more and more complaints about data services. [0003] The traditional data business complaint handling process is as follows: [0004] (1) The customer service receives complaint information, creates a complaint work order and sends it to professionals for handling; [0005] (2) According to the relevant information on the work order (user identification and complaint time, etc.), the professional checks the user's business signaling records of the complaint, judges and locates the complaint problem based on his own experience, and replies to the work order after drawing a conclusion; [0006] (3) The customer service personnel refer to the r...

AI Technical Summary

Problems solved by technology

[0008] 1. The customer service personnel do not have the ability to make professional judgments. After collecting complaint information, they need to transfer it to professionals for processing, which makes the complaint handling process longer and cannot solve user problems in real time.

[0009] 2. It takes a lot of time and manpower support for professionals to manually analyze the complaint work order

[0010] 3. The final location of the cause of the complaint is determined by the experience of professionals. Due to differences in the experience of professionals, the accuracy of complaint location is not stable

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