This paper proposes and designs the IPTV end-to-end intelligent operation system based on customer resource tree

which aims at the pain points which operation personnel and customer service staff must face in daily work on troubleshooting and complaint handling

and through the change of complaint positioning time and complaints quantity per ten-thousand households before and after the construction of the system

it shows that the proposed end-to-end intelligent operation system can greatly improve the time efficiency of complaints handling and the customer’s IPTV service awareness.