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Method and device for establishing electricity customer service database, and electronic equipment

A technology for establishing a method and a database, which is applied to the establishment method, device and electronic equipment field of a customer service database for electricity consumption, can solve problems such as low answering efficiency, and achieve the effect of improving answering efficiency and solving low answering efficiency.

Inactive Publication Date: 2018-11-23
GUANGDONG POWER GRID CO LTD +1
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0005] In view of this, the purpose of the present invention is to provide a method, device and electronic equipment for establishing an electricity customer service database, so as to solve the technical problem of low efficiency in answering electricity customer demand problems existing in the prior art

Method used

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  • Method and device for establishing electricity customer service database, and electronic equipment
  • Method and device for establishing electricity customer service database, and electronic equipment
  • Method and device for establishing electricity customer service database, and electronic equipment

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Embodiment 1

[0045] A method for establishing an electricity customer service database provided by an embodiment of the present invention is used as a method for establishing an electricity customer service knowledge base, such as figure 1 As shown, the method includes:

[0046] S11: Query and answer information according to the electricity customer demand information.

[0047] S12: Screen the answer information by detecting false information to obtain answer data.

[0048] S13: Build an electricity customer service database according to the electricity customer demand information and corresponding answer data.

[0049]As far as the existing technology is concerned, the traditional method of establishing the electricity customer service experience database is to regularly export customer service work orders, perform statistical analysis on work order types to obtain hot work order types, and then review and sort out the daily service experience of customer service personnel. Find out the...

Embodiment 2

[0052] A method for establishing an electricity customer service database provided by an embodiment of the present invention, such as figure 2 shown, including:

[0053] S21: Classify the call content of the work orders according to the classification data of the historical customer service work orders, and obtain the classification information of the work orders of the customer service customers.

[0054] In this step, in the stage of cluster analysis of customer call content, first export the content of a certain type of customer call from the marketing system, and then through the three major text mining analysis processes of Chinese word segmentation, text representation and cluster analysis, the electricity consumption of different themes is obtained. Cluster centers for customer service. Among them, the Chinese word segmentation realizes the word segmentation of Chinese text, and achieves the effect of automatic recognition of semantics by the computer. For example, th...

Embodiment 3

[0069] A device for establishing an electricity customer service database provided by an embodiment of the present invention, such as image 3 As shown, the establishment device 3 of the electricity customer service database includes: a query module 31 , a screening module 32 , and an establishment module 33 .

[0070] Specifically, the query module 31 is used for querying answer information according to the demand information of electricity consumers. The screening module 32 is used to screen the answer information by detecting false information to obtain answer data. The establishment module 33 is used for constructing an electricity customer service database according to the electricity customer demand information and corresponding answer data.

[0071] It should be noted that the establishment device 3 of the electricity customer service database can also include: an extraction module, which is used to obtain the electricity customer demand information from the content of...

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Abstract

The invention provides a method and a device for establishing an electricity customer service database, and electronic equipment, and relates to the technical field of data processing. The method forestablishing the electricity customer service database comprises the steps of querying answer information according to electricity customer demand information; screening the answer information by detecting false information, so as to obtain answer data; and according to the electricity customer demand information and the corresponding answer data, establishing the electricity customer service database. The technical problem of relatively low efficiency of solving the electricity customer demand problem in the prior art is solved.

Description

technical field [0001] The invention relates to the technical field of data processing, in particular to a method, device and electronic equipment for establishing an electricity customer service database. Background technique [0002] The power supply service hotline is responsible for accepting relevant fault reports, suggestions, consultation and inquiries, etc., and provides uninterrupted and all-round services for electricity customers. [0003] With the advancement of the power system, especially the gradual liberalization of the electricity sales side, higher requirements are placed on the power companies' ability to serve customers with electricity. The power supply service hotline is an important window and necessary channel for electric power companies to serve electricity customers, and the content of calls to the hotline directly reflects the service needs of electricity customers. At present, the power supply service hotline integrates automatic voice and manua...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06Q30/00
CPCG06Q30/016
Inventor 梁浩波
Owner GUANGDONG POWER GRID CO LTD
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