IVR intelligent emergency disposal method based on 95598 large telephone traffic

Abstract

The invention relates to an IVR intelligent emergency disposal method based on 95598 large telephone traffic. The method includes intelligent telephone traffic routing filtering and an intelligent robot voice service. The intelligent telephone traffic routing filtering comprises region telephone traffic early warning, the IVR filtering traffic function and short message sending. The intelligent robot voice service is entered when telephone traffic is busy and is divided into service intelligent processing and online intelligent analysis. By means of the IVR intelligent emergency disposal method, effective filtering of manual requests in the peak telephone traffic region is achieved through the intelligent telephone traffic routing, and effective shunt of the manpower service is achieved through voice access of an intelligent robot; the intelligent telephone traffic routing filtering and the intelligent robot voice service are combined organically, and the center emergency disposal technology and means reach a new step through the different working modes.

Description

technical field [0001] The invention relates to electric power public service call center 95598 emergency treatment methods. Background technique [0002] The Customer Service Center of State Grid Zhejiang Electric Power Company was established on April 27, 2012, and is affiliated to the Electric Power Research Institute of State Grid Zhejiang Electric Power Company. According to the State Grid Corporation's "Three Sets and Five Majors" institutional reform plan, the Provincial Power Supply Service Center has set up 5 divisions, namely General Office, 95598 Operation Management Office, 95598 Customer Service Department, Key Customer Service Office, and Technical Support Office, which are mainly responsible for the province's 95598 telephone traffic , marketing automation system application, marketing inspection and monitoring, orderly power consumption, 220 kV and above business expansion and installation, 110 kV power supply scheme, power supply contract review and other p...

AI Technical Summary

Problems solved by technology

Since the Zhejiang Power Supply Service Center has concentrated on-line agents in the whole province, the surge of traffic caused by emergencies has brought great challenges to operation and management. The large-scale faults in the typhoon-affected areas led to a surge in call traffic. The number of incoming calls to the system reached more than 220,000 that day, resulting in a sharp drop in the level of manual phone calls and increased customer dissatisfaction.

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