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Automatic flow assistance method for solving fault scene problem in electrical call service

A technology for call service and failure scenarios, applied in the field of customer service, to reduce the number of retrievals, improve the accuracy, and shorten the interaction time

Inactive Publication Date: 2018-09-07
国家电网有限公司客户服务中心
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0033] The main service objects of the present invention are online customer service and agents. When they encounter complex business scene problems, they provide intelligent assistance for problem solutions and service steps.

Method used

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  • Automatic flow assistance method for solving fault scene problem in electrical call service
  • Automatic flow assistance method for solving fault scene problem in electrical call service
  • Automatic flow assistance method for solving fault scene problem in electrical call service

Examples

Experimental program
Comparison scheme
Effect test

Embodiment

[0058] In this embodiment, the implementation process of the present invention is described by using the business flow chart corresponding to the subject knowledge point of "low-voltage power outage fault service process".

[0059] This embodiment establishes a subject knowledge point for the flow chart. The standard question of the subject knowledge point can be: low-voltage power outage fault service process, and the extended question can include: [Low voltage? ][Blackout][Fault], [Why][Blackout]

[0060] The customer personnel obtain the user's voice request information "Why is there a power outage at my house?"

[0061] The system automatically selects the business flow chart corresponding to the topic knowledge point with the highest semantic similarity from multiple subject knowledge points through semantic similarity calculation according to the user's request information as the current business flow chart to be used, and compares it with the current business flow chart...

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Abstract

The invention relates to an automatic flow assistance method for solving a fault scene problem in electrical call service. The method is mainly used for providing intelligent assistance for online customer service and seated personnel. The assistance method comprises the steps that all business flow charts are stored in a power supply service business flow chart storage unit in advance; accordingto request information of a user, an information topic of the user is determined; a flow chart topic knowledge point storage unit is traversed to find a flow chart topic knowledge point with highest similarity to the requested topic information of the user; the power supply service business flow chart corresponding to the flow chart topic knowledge point is called; a display device displays the power supply service business flow chart; and the method is ended. Compared with the prior art, the method has the advantages that automatic matching between the requested information of the user and the corresponding business flow chart is realized by establishing topic knowledge points, differences brought by finding based on the experience of customer service personnel are overcome, and it is guaranteed that consumed time is shorter and accuracy is higher.

Description

Technical field: [0001] The invention relates to customer service specially applicable to electric power utilities, in particular to an automatic process assistance method for failure scene problems in electric power call service. Background technique: [0002] In order to support the State Grid Customer Service Center to centrally accept the 95598 business of the entire network and ensure the continuous improvement of customer service level, the State Grid Customer Service Center built and put into operation the State Grid Corporation Customer Service Center Knowledge Base System (hereinafter referred to as "Central Knowledge") in September 2013. library"). The central knowledge base is knowledge service-oriented, establishes a knowledge management system and structure, and builds a unified customer service knowledge system and knowledge application. The response time is improved, the one-time question answering rate and the accuracy of business replies are improved, the o...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q10/06
CPCG06Q10/0633G06Q30/01
Inventor 李子乾刘旭生马永波孙德艳张才俊崔涵翔曹璐穆松鹤申蕾吴佐平王明珠
Owner 国家电网有限公司客户服务中心
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