基于大数据及人工智能的物联网客户感知保障研究及实践

针对移动通信网中物联网卡难管理、客户业务难识别的现状,基于网络大数据,开展物联网行业客户端到端保障能力研究,以“四层三维”感知评估模型和“定性分类”方法为理论基础,充分挖掘和分析物联网卡网络数据,摸清不同制式、不同行业、不同客户的业务特性,做到“看得清”,再通过人工智能技术与大数据能力相融合,使运维能力智能化、自动化升级,做到“管得好”,最终实现物联网行业客户感知主动运维保障。本成果填补了行业内缺乏面向物联网业务端到端保障能力的空白,在缩短故障处理时长、提升网络质量、减少人工运维成本等方面发挥了重要作用,提升了客户满意度。

A Study and Practice on Internet of Things Customer Perception Guarantee Based on Big Data and Artificial Intelligence

In internet of things network, it is difficult to manage the existing IoT card and identify the IoT customer service, based on network big data, research on the end-to-end support ability of the internet of things industry customers, based on the theory of "Four Layers and Three Dimensions" perception evaluation model and "Qualitative Classification" method, fully mining and analyzing network data of IOT card, find out the service characteristics of different systems and industries and customers, to achieve "see clearly", and then through the integration of artificial intelligence technology and big data capability, the operation and maintenance capability can be more intelligent and automation, to achieve "good management", Finally realize the active operation and maintenance ability on internet of things industry customer perception. This achievement fills in the gap of the end-to-end support ability on internet of things service in the industry, plays an important role in shortening the time of fault handling, improving the network quality, reducing the labor operation and maintenance cost, and improves customer satisfaction.