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Fault information processing method, device and equipment and storage medium

An information processing method and fault technology, applied in the field of mobile Internet, can solve problems such as low customer satisfaction, and achieve the effects of avoiding customer disturbance, improving customer perception, and accurately appeasing customers

Active Publication Date: 2019-07-09
LIAONING MOBILE COMM +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] The embodiment of the present invention provides a fault information processing method, device, equipment, and storage medium to solve the technical problem of low customer satisfaction caused by untimely fault information processing in the prior art.

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  • Fault information processing method, device and equipment and storage medium
  • Fault information processing method, device and equipment and storage medium
  • Fault information processing method, device and equipment and storage medium

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Embodiment Construction

[0027] The features and exemplary embodiments of each aspect of the present invention will be described in detail below. In order to make the objectives, technical solutions and advantages of the present invention clearer, the following further describes the present invention in detail with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only configured to explain the present invention, and are not configured to limit the present invention. For those skilled in the art, the present invention can be implemented 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.

[0028] It should be noted that in this article, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and do not necessa...

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Abstract

The embodiment of the invention discloses a fault information processing method, device and equipment and a storage medium. The method comprises the following steps: acquiring service private line data of each service private line; performing association analysis on the multi-dimensional general fault data in the business special line data of each business special line by adopting a big data association mining mode, calculating a basic maintenance coefficient of each business special line in a preset period; analyzing multi-dimensional customer data in the business special line data of each business special line by adopting an artificial neural network, calculating a customer behavior maintenance coefficient of each business special line in the preset period; and performing binary linear regression analysis on the basic maintenance coefficient and the customer behavior maintenance coefficient to obtain the maintenance urgent degree of each business special line. According to the embodiment of the invention, the customer perception can be practically improved, and the customer satisfaction of an operator service special line is effectively improved.

Description

Technical field [0001] The present invention relates to the technical field of mobile Internet, in particular to a method, device, equipment and storage medium for processing fault information. Background technique [0002] With the increasingly fierce competition among major operators in the customer service field, customers' requirements for after-sales service response to the customer dedicated line are also increasing. In order to ensure that the faults of the passenger dedicated line are effectively handled, a centralized fault management system and a passenger complaint preprocessing system have been built to realize the end-to-end monitoring and customer complaint preprocessing functions of the passenger dedicated line. Failure work orders and complaint work orders can be sent directly to the collector for maintenance, and the collector will communicate with the customer on behalf of the maintenance and come to handle the failure for the customer. [0003] Although the exis...

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Application Information

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IPC IPC(8): H04L12/24
CPCH04L41/06H04L41/0677H04L41/50
Inventor 田智文
Owner LIAONING MOBILE COMM
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