| With the continuous expansion of the scale of broadband users and the increase in the number of broadband connections,customer complaints and barriers to repair can achieve efficient online processing is particularly important for the operation and maintenance system to support the ability to put forward higher requirements.In therapid development of broadband services at the same time,timely and accurate solution to broadband user complaints as an important means to enhance customer service perception,and gradually become the operator research direction.Based on the large data of broadband consulting and complaint in a province,this paper analyzes the causes of a large number of broadband calls.On this basis,this paper puts forward a scheme of broadband complaint intelligent processing system.Specifically includes the following three aspects:First,to provide customer service for the broadband complaints intelligent processing system.Mainly from the user terminal equipment to the upper network between the possible problems of the network,its architecture is the idea of establishing a broadband complaint in the 1008 customer service intelligent processing system,with all the broadband business system to establish important data,functional interface,the acquisition and user broadband All the large data,including account data,accounting data,network data,fault data,device data,login data,etc.,the system automatically analyzes and correlates to determine whether there is a broadband failure to assist the customer service personnel to troubleshoot the cause Split,step by step manual investigation process into an intelligent process to enhance the broadband online solution rate,reducing the customer service staff troubleshooting time.Will be scattered in the system commonly used functions through the functional interface focused on the broadband complaint intelligent processing system,including password reset,VLAN unbundling,clear online,etc.,to reduce the number of frequent customer service system to switch.The second is to provide Internet access for PC terminal assistant software.Mainly to solve the user PC terminal self-operation or improperly caused by the Internet can not be caused by the problem,its main function is to carry out broadband self-troubleshooting,by gradually calling the system different API functions,the user computer firewall status,IE proxy settings,DNS,Wired/wireless card is disabled,the network card driver is normal and so on for testing.Positioning in the form of graphic,to guide users to self-troubleshooting,in the troubleshooting process,real-time detection of network connectivity is restored;and in the troubleshooting process,the background record troubleshooting track,in the row After the end of thefault,generate the fault code of the troubleshooting;through the client generated fault code,background customer service can be fault code query system to query the user side of the causes and solutions to the user for remote technical support.Third,for the Internet users to establish WeChat from the public service number.Mainly to solve the user consultation by calling 10086 lead to the increase in manual traffic problems,the idea is to make full use of the advantages of Internet access,the establishment of WeChat from the public service number,the reuse of broadband complaints intelligent processing system unified,shared data interface,The fault diagnosis result of the broadband complaint intelligent processing system is displayed on the WeChat public number.Will be commonly used in broadband resources tocover the query,in the waybill,reminders and other functional interfaces open to the user,to achieve user self-service function.The program uses the user’s broadband large data information,the establishment of broadband complaints fast positioning capabilities,and the ability to share the different complaints handling channels.To meet the different user groups for the broadband service habits,to achieve rapid resolution of broadband complaints.The rate of online complaints from a province’s operators increased from 23%in 15 years to 85%in 16 years and 32.5%in 16 years compared with 15 years.In 16 years,the number of broadband complaints dropped by 37.59%over 15 years. |
