Research on Complaint Operation Management System Based on
digital Transformation
Liping Zhang∗
Institute of basic operation technology, Research Institute
of China Telecom Co., Ltd.
Yingmao Hu
Institute of basic operation technology, Research Institute
of China Telecom Co., Ltd.
ABSTRACT
With the application of new digital information technologies such
as big data, artificial intelligence and cloud computing becoming
more and more mature, all walks of life are accelerating the trans-
formation to digital. Focusing on the management and promotion
of users’ digital assets, this paper takes the digital transformation of
China Telecom customer service as an example, and puts forward
the implementation plan of digital complaint operation manage-
ment. By focusing on the construction of digital service capability
of complaint acceptance, return visit, archiving, analysis and super-
vision modules, and combining AI intelligent analysis capability,
the system is applied to practice, and finally the feasibility and
effectiveness of the system are verified. The research results of
this paper improve users’ experience perception and enhance the
influence of corporate brand. At the same time, this paper provides
an empirical basis for the research on the digital transformation
of enterprise system applications, and provides new insights for
optimizing other application systems.
CCS CONCEPTS
• Information systems; • Enterprise applications;
KEYWORDS
Digital transformation, China Telecom, Complaints operation man-
agement, AI
ACM Reference Format:
Liping Zhang, Kefeng Yu, Yingmao Hu, and Ying Wu. 2022. Research on
Complaint Operation Management System Based on digital Transformation.
In 2022 the 5th International Conference on Information Science and Systems
(ICISS 2022), August 26–28, 2022, Beijing, China. ACM, New York, NY, USA,
6 pages. https://doi.org/10.1145/3561877.3561894
∗ Corresponding author. Email address: zhanglp14@chinatelecom.cn
Permission to make digital or hard copies of all or part of this work for personal or
classroom use is granted without fee provided that copies are not made or distributed
for profit or commercial advantage and that copies bear this notice and the full citation
on the first page. Copyrights for components of this work owned by others than ACM
must be honored. Abstracting with credit is permitted. To copy otherwise, or republish,
to post on servers or to redistribute to lists, requires prior specific permission and/or a
fee. Request permissions from permissions@acm.org.
ICISS 2022, August 26–28, 2022, Beijing, China
© 2022 Association for Computing Machinery.
ACM ISBN 978-1-4503-9683-7/22/08. . . $15.00
https://doi.org/10.1145/3561877.3561894
107
Kefeng Yu
Institute of basic operation technology, Research Institute
of China Telecom Co., Ltd.
Ying Wu
Institute of basic operation technology, Research Institute
of China Telecom Co., Ltd.
1 INTRODUCTION
The 2019 digital economy report released by the United Nations
points out that The drivers of the expansion of the global digital
economy are digital data and digital platforms. The expansion of
the digital economy can help improve economic and social out-
comes and become the driving force of innovation and productivity
growth.
With the emergence of covid-19, people’s daily life style has
also undergone earth shaking changes. Among them, as the basic
supporting service of emerging technologies such as mobile Internet
[1-5] and big data [6], the number of telecom service businesses
has increased sharply [7]. Literature [8] pointed out that in March,
2020, the number of mobile telecommunication services was about
5.74 million. By November of the same year, the number increased
by 7.12% to 6.18 million Complaint handling is the most important
part of customer service. Its purpose is to help customers solve
problems. The quality of complaint handling results directly affects
customer satisfaction and loyalty.
In this study, firstly, the key challenges encountered in the exist-
ing China Telecom customer service operation are analyzed. Then,
the corresponding solutions to these key challenges are put forward.
At the same time, a specific implementation scheme is proposed for
the whole process application of complaint operation management.
Finally, the application experimental effect and evolution direction
of the system are discussed.
2 KEY CHALLENGES
For China Telecom operators, with a huge inherent user group,
complaints are the main communication channel for accepting
the needs of telecom users, making the China Telecom Complaint
Operation Management System an important part of supporting
the digital transformation of enterprises.
At this stage, complaints operation management has the follow-
ing difficulties in terms of service digitization :
• Service levels in different provinces: The provinces have in-
consistent customer service complaints, resulting in a large
gap between developed and backward provinces, which can-
not bring users a consistent user experience.
• Support mechanism for complaint services: At this stage,
there is a lack of effective support means for complaints,
which can allow agents to work more efficiently and reduce
call time.
• Empowerment system of the bottom layer of the ability +
the top layer of the application has not been formed: Many
ICISS 2022, August 26–28, 2022, Beijing, China
provinces have not yet built a complete support structure
for the complaint operation management system.
To sum up, in order to improve customer perception, customer
service efficiency, service value, and give full play to the value of
customer service, it is necessary to "handle complaints immedi-
ately".
3 SOLUTIONS
In order to do a good job of communication and information feed-
back with users, this solution follows the three principles of "pro-
duction automation, management visualization, and analysis intel-
ligence", and mainly proposes solutions from the following aspects
to improve the level of intelligent application.
• The network department needs to contact the user within
24 hours after receiving the complaint, and clarify the cause
of the problem through communication or on-site testing;
• If the order is not resolved within 48 hours, a solution should
be proposed (suggestions include estimated solution time);
• When the network quality is clearly improved, users should
be notified actively;
• The 10000 China Telecom customer service hotline will pay
a return visit to the complaint sheet that has been clearly
resolved.
3.1 Resolution within 48 hours of complaint
Each province builds or uses the existing work order system, adds
new accounts through decentralization and sub-domains, or opens
up the interface between systems to handle complaint work orders,
and realize work orders from 10000 Department, Network Opera-
tion Department, Cloud Network Development Department, and
5G Co - construction and Sharing Department circulation.
• The cloud network operation department should contact the
user for the first time within 24 hours after receiving the
order.
• If the order is not resolved within 48 hours, a solution should
be formulated within 48 hours (return orders resolved within
48 hours will be sent to 10000).
• The operation department is responsible for the repair of net-
work faults; the cloud network development department is
responsible for the construction of new base stations, and the
5G co-construction and sharing department is responsible
for the sharing of Unicom base stations.
• If the problem is not solved within 48 hours, the follow-up
departments should cooperate with each other to reduce the
work order circulation link.
3.2 Resolution after 48 hours of complaint
For network fault repair, network optimization completed, interfer-
ence source processing completed, new base station construction
started, new base station testing completed, base station capacity ex-
pansion and other key nodes in the progress of clear improvement
of network quality, users should be actively informed.
• The system has the function of SMS triggering, the key nodes
of the progress of clear improvement of network quality, trig-
ger the SMS notification of related complaints users, and the
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Liping Zhang et al.
key nodes realize the user query function in the transparency
of the work order.
• In the existing work order system, "follow-up processing
status" is added. When the complaint work order is com-
pleted and filed, the complaint work order that is "currently
unresolved and has a solution to be tracked" will be synchro-
nized to the network again. Department, for the network
department to fill in after the network quality is improved.
• When the work order is completed and filed, an associated
work order ("to-be-tracked order") will be automatically gen-
erated for the "currently unresolved, solution to be tracked"
complaint work order, and the order will be redistributed to
the corresponding network The department is used to syn-
chronize the key nodes of the problem processing progress
after 48 hours.
4 SYSTEM IMPLEMENTATION PLAN
As mentioned above, in the era of digital transformation, in or-
der to meet the needs of users to keep pace with the times, the
complaint operation management system promotes process opti-
mization from the acceptance, processing, return visit, filing, and
analysis of complaints. The system implementation process is as
follows:
Next, we will introduce the contents in Fig. 1 from the work
order source, work order acceptance, complaint handling, complaint
return visit, complaint filing, complaint analysis and supervise
handling.
4.1 Work order source
According to different work order sources, intelligently build orders,
and obtain the unique code of the complaint through the unified
complaint code pool of the enterprise when building the order.
Work order sources include but are not limited to:
• Upgrading the complaint work order, that is, the establish-
ment of the group’s complaint acceptance channel, the main
sources are: the Ministry of Industry and Information Tech-
nology’s transfer order (including government and enter-
prise units, the Ministry of Industry and Information Tech-
nology, etc.), the 10005 hotline acceptance work order, the
group’s letter and visit work order; The high-level work order
system is dispatched to the provincial complaint handling
subsystem for disposal.
• Provincial-level complaint work orders, and the construc-
tion of the provincial complaint acceptance channels, the
main sources are: provincial No. 10000 complaints, provin-
cial WeChat public account complaints, provincial Internet
channel complaints, etc.
4.2 Work order acceptance
The intensive management of group complaints realizes the mon-
itoring of complaint work orders and construction orders of the
whole network by monitoring the unified coding pool of enter-
prises. By invoking the transparent query capability of complaint
work orders, the group realizes transparent query of the whole
process of complaint work orders on the whole network. The query
content includes: work order content, processing track, processing
Research on Complaint Operation Management System Based on digital Transformation
Figure 1: System implementation process.
results, etc., and the channels include: No. 10000 intensive operation
platform, Huango, WeChat public account, etc.
4.3 Complaint handling
After the handling of the escalation complaint work order in the
province is completed, the handling result will be reported to the
group as required, and the handling result will be reviewed by an
intensive special seat. If the review is approved, it will enter the
unified return visit process. If it fails, it will be returned to the
province to continue processing. Complaint work orders in the
province shall be handled according to the original procedures.
4.4 Complaint return visit
After the complaint work order is closed, we will pay a return visit
and collect customer opinions in a unified manner.
• If the provincial company chooses intelligent return visit, it
can use one or more methods such as Internet questionnaire
push, intensive intelligent outbound call, SMS push and so
on through configuration to collect customer opinions.
• If manual return visit is selected, the provincial complaint
handling personnel will use the intensive operation platform
to perform outbound return visits, collect customer opinions
uniformly and synchronize the information to the provincial
complaint handling subsystem.
• During the promotion of No. 10000 intensive work (tran-
sition period), the provinces that have been cut over will
adopt a unified return visit process, and the provinces that
have not been cut over will maintain the original complaint
handling process in the province.
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4.5 Complaint filing
Customer approval, filing of complaint work orders, and release
of archived data. If the customer does not approve, a secondary
processing process will be initiated. If the customer still does not
approve after the second processing, it will be archived as an unap-
proved work order.
4.6 Complaint analysis
After the work order is archived, the intensive center (complaint
management and control personnel) conducts random inspection
on the archived work order, associates with the big data system,
realizes intelligent marking and analysis of the whole network work
order, and outputs multi-dimensional reports. If it is judged that
the complaint work order has telecommunications responsibility
or is a typical complaint, a supervision and handling process will
be initiated, and the provincial company will be required to rectify.
• According to the identified keywords, match the correspond-
ing work order classification label information, and output
the most similar 3-5 complaint reason classification labels,
such as:
In Fig. 2, the traffic service is taken as an example. When the
content of the user’s complaint is a traffic usage dispute, the sys-
tem classifies the cause of the complaint as mobile data or traffic
problems.
• Multi-dimensional perspective analysis is to present the
word relationship structure in the work order. When the
batch of work orders satisfy the same conceptual structure
relationship, the perspective analysis structure diagram of
ICISS 2022, August 26–28, 2022, Beijing, China
Figure 2: Intelligent marking multi dimension Report.
Figure 3: Data analysis perspective.
the Semantic Web is formed. Customize the filter dimension
based on the left node filter to obtain pivot data. As shown
below:
In Fig. 3, the product node is filtered on the left side of the
perspective analysis diagram, and the statistics of 1137 complaints
related to the product are displayed on the right side. The system
display content mainly includes the number and proportion of value
added services, mobile services, broadband services, smart homes,
and fixed-line services.
4.7 Supervise handling
After the rectification of the provincial company, upload the rectifi-
cation results, and the intensive center will review it. If the review
is approved, the process is over. If the review fails, the supervision
will be initiated again.
5 KEY PROFICIENCY VERIFICATION
5.1 Complaining about the AI capability of
operation
5.1.1 Thesaurus operation ability. Thesaurus is the basis for model
construction and application. The thesaurus contains four cate-
gories: proper words, synonyms/synonyms, common words, and
stop words. As the picture shows:
Next, we will introduce the contents in Fig. 4 from the proprietary
words, synonyms, common words, and stop words.
• Proprietary words: words that describe proprietary products,
bills, behaviors, etc.
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Liping Zhang et al.
• Synonyms/Synonyms: clustering words with similar/same
meanings;
• Common words: words that are generally applicable to vari-
ous models, such as sensitive words;
• Stop words: words that cannot be used for the time being,
words that are not used for the time being. As shown below:
5.1.2 Thesaurus management ability.
• The system has the ability of word segmentation. Through
the application of semantic recognition ability, the content
of the work order is disassembled by keywords to form unit
words with the smallest granularity. According to the nature
of the words, clusters are added to the thesaurus. As shown
below:
In Fig. 5, China Telecom customer service system inputs cus-
tomer information into the intelligent word segmentation system,
and captures keywords and outputs it to the passenger dispatching
system. Finally, return the processing result to the intelligent word
segmentation system.
• Concept labeling ability. Apply semantic recognition capa-
bilities, and label each word with a concept according to the
scene example, which is used for thesaurus analysis, sorting
and machine self-learning.
• Support manual word segmentation, tagging and importing
thesaurus.
• Supports maintenance operations such as modifying, delet-
ing, and querying words in the thesaurus.
• Support to disable/enable the words of the thesaurus.
• Support upload and download synchronization with provin-
cial thesaurus, and iterate thesaurus.
Research on Complaint Operation Management System Based on digital Transformation
Figure 4: Thesaurus operation model.
Figure 5: System word segmentation diagram.
5.1.3 Data auditing capabilities. The system automatically clas-
sifies and marks the phenomena and causes, and each marking
is completed within five seconds to save a lot of manpower. At
the same time, the manual review function is set up. If the ma-
chine marking is not accurate, it can be modified manually and
automatically learned by the machine. As shown below:
In Fig. 6, the 5G service is used as an example, and data auditing
is performed automatically according to user complaints about busi-
ness rules, channel, network quality, installation and maintenance
services, and other categories.
5.2 Experimental results
The above-mentioned digital results of complaint operation man-
agement have been applied in the Group and 31 provinces. Now, the
application system is verified by taking the GIS marking complaint
data before and after the deployment of the complaint operation
management digital system in a province as an example. Among
them, the first month is the data of complaint handling before the
application is deployed, and the next five months are the data of
complaint handling after the application is deployed.
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As can be seen from table 1, after the digital system for complaint
operation management is deployed in the province, the error rate
of quality inspection and sampling has been reduced from 22.5% in
the first month to about 2%.
In order to continue to strengthen the application of digital capa-
bilities in the customer complaint service process, and to consider
the general needs of digital system construction in the follow-up,
the Group is responsible for the construction of departmental ca-
pabilities or platforms in an intensive manner, such as the "Group
Intelligent Voice Recognition Platform", etc.; According to the actual
conditions, the group can selectively put forward the capacity use
requirements (or self-built platform), and the construction and ex-
pansion of specific applications are still dominated by the province.
ACKNOWLEDGMENTS
The authors would like to thank the finically support by key sci-
entific and technological project form the China Telecom Co., Ltd.
(Project No. T-2022-20). In addition, the authors would also like to
thank the members of the smart customer service project team for
their timely feedback and valuable suggestions.
ICISS 2022, August 26–28, 2022, Beijing, China Liping Zhang et al.

Figure 6: 5G classification marking.

Table 1: GIS marking complaint quality inspection

Month Spot check work Longitude and latitude inefficiency Specific address, but GIS is unable to dot
order quantity
Oct, 2021 620 3 0.48% 140 22.58%
Nov, 2021 739 9 1.22% 65 8.80%
Dec, 2021 953 1 0.10% 62 6.51%
Jan, 2022 563 0 0.00% 19 3.37%
Feb, 2022 330 0 0.00% 5 1.52%
Mar, 2022 418 0 0.00% 10 2.39%

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