Power service channel analysis method and system

Abstract

The invention discloses a power service channel analysis method. The method comprises the steps of recording frequencies of using different power service channels by a customer; calculating power service channel deviation degrees according to a deviation degree formula by utilizing the frequencies of using the different power service channels by the customer; and determining a power service channel preferred by the customer according to the power service channel deviation degrees, wherein the power service channel preferred by the customer is a power service channel corresponding to the value of the maximum power service channel deviation degree. According to an embodiment of the method, the preference of the customer in using the power service channel is considered, and the power service channel is analyzed by utilizing recorded information scientifically and systematically, so that the service channel capability is optimized and improved, the operating cost is reduced, the operating efficiency is improved, and unified, efficient and convenient service experience is provided for the customer. The invention furthermore discloses a power service channel analysis system, which is used for analyzing the usage condition of the power service channel.

Description

technical field [0001] The invention relates to the field of power systems, in particular to a method and system for analyzing power service channels. Background technique [0002] With the rapid development of the country's economy and the great improvement of residents' living standards, the demand for energy consumption and electricity consumption has increased sharply; at the same time, the urbanization process has accelerated, and the power grid companies in the power industry have been operating at full capacity and high speed for a long time. And customer service management formed great pressure. However, in the face of the continuous increase in customer service business volume, it is difficult to achieve unified, efficient and convenient service and management only by increasing the number of manpower, relying on the operator to answer and record, or relying on the single function of system recording and storage. Despite spending most of the channel construction co...

AI Technical Summary

Problems solved by technology

However, in the face of the continuous increase in customer service business volume, it is difficult to achieve unified, efficient and convenient service and management only by increasing the number of manpower, relying on the operator to answer and record, or relying on the single function of system recording and storage

Despite spending most of the channel construction costs and human service costs, customer satisfaction has not been directly and effectively improved

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