摘要
在移动通讯领域,在用户进行电话投诉时,特别是对通信的质量进行投诉时,如何快速而准确的对用户的问题给予合理的和可接受的解答,并对用户问题在后端进行跟进和解决,提高客户满意度是每个运营商重点关注的部分。本文提出一种应用于用户投诉的快速检索和反馈系统,首先,利用基于测量报告、MDT最小化路测等数据利用基于指纹库的定位算法,进行栅格化的定位,汇聚出质差区域。接下来,将网络告警数据、断站信息进行聚合,利用栅格化覆盖评估算法,形成质差区域,将两个算法计算出的质差区域在栅格级别进行对比,重叠区域进行标记,最终形成查询库。在接到用户投诉时,话务人员可以根据用户投诉的地址描述,在查询库中进行查询,检索,系统会反馈回投诉区域的标签,就能够得到投诉区域的实际情况,给客户以解释。最后,本文通过性能测试实验,验证了本文提出的关键定位算法准确性,展示了该方法的实用性。
In the field of mobile communication, when users make a phone complaint, especially about the quality of communication, how to give reasonable and acceptable answers to users' problems quickly and accurately, and how to follow up and solve users' problems in the back-end, and how to improve customer satisfaction are the key concerns of each operator. In this paper, a fast retrieval and feedback system for user complaints is proposed. Firstly, using the data based on XDR, MR OTT, MDT and other data, using the location algorithm based on fingerprint database, the grid location is carried out to gather the poor quality areas. Next, the network alarm data and the information of station interruption are aggregated, and the site coverage evaluation algorithm is used to form the quality difference area. The quality difference area calculated by the two algorithms is compared at the grid level, and the overlapping area is marked, and finally a query database is formed. When re-ceiving a complaint from a user, the attendant can query and retrieve it in the query database ac-cording to the address description of the complaint, and the system will feed back the label of the complaint area, so as to get the actual situation of the complaint area and explain it to the customer. Finally, the accuracy of the key location algorithm proposed in this paper is verified by performance test experiments, and the practicability of this method is demonstrated.
出处
《软件工程与应用》
2019年第6期372-378,共7页
Software Engineering and Applications
