| abstract |
The invention provides a quick processing method and device for user complaints, which relate to the field of communication technology and can guide users to output key complaint information for effective processing, improve the accuracy of information recording, and reduce complaint processing time. The method includes: sending a blank form of complaint information to a user equipment; receiving an instruction to fill the blank form of complaint information from the user equipment, and filling the blank form to obtain the complaint information form; collecting the form to obtain the complaint information; and locating the complaint information by using an analysis model Process and get the complaint problem; match the complaint problem with the network problem of the cell covered by the user equipment; if the matching is successful, send the complaint problem to the maintenance center for maintenance and processing, and feedback the processing result to the user equipment; otherwise, send the complaint problem to the expert center for processing The problem analysis generates an analysis result, and sends the processing result after the maintenance center processes the analysis result to the user equipment. It is mainly used to deal with user complaints quickly and effectively. |