基于DPI的移动上网业务投诉诊断系统研究

Study on Complaint Handing System of Mobile Internet Service Based on DPI

为解决移动上网业务投诉量的日益增长及复杂化与电信运营商投诉问题处理效率低、质量差之间的矛盾,设计了一套智能投诉诊断系统。系统基于DPI系统架构,部署于DPI系统的应用层,并对接投诉处理系统和GIS系统,易用性高。详细分析了投诉判决规则的设计方法和思路,并总结系统部署效果。实际应用表明,该系统能够提升投诉处理效率和质量,且具备良好的扩展性。

Nowadays, the amount of complaints on mobile Internet services becoming increasing and complex. In the meantime, the low handling efficiency and bad quality of complaints perplex telecomnmnication operators. In order to deal with the difficulties, an intelligent complaint handling system was designed, which is based on the deep packet inspection （DPI） system and deployed on the application layer of the DPI system. The system is docked to the complaint handling system and GIS system with the high usability. The design method and idea of the complaint decision rule was analyzed in detail and the deployment effect of the system was summarized. The practical applications demonstrate that the system can enhance the handling efficiency and quality of the complaint handling and has the good expandability.