Method and system for construction of intelligent electric power customer service system

Abstract

The present invention provides a method and system for construction of an intelligent electric power customer service system. The method comprises: collecting electric power business data, and establishing an electric power word bank according to the electric power business data, wherein the electric power word bank includes a commonly used word bank, an industry word bank, a synonym word bank and an including word bank; collecting electric power knowledge data, and establishing an electric power knowledge base according to the electric power knowledge data, wherein the electric power knowledge base includes a specialized knowledge base and an ontology bank; establishing an electric power knowledge map according to the incidence relation of the electric power entities in the electric power field and the attributes and the attribute values of each electric power entity; and constructing an intelligent electric power customer service system according to the electric power word bank, the electric power knowledge base and the electric power knowledge map. The method and system for construction of an intelligent electric power customer service system constructs the electric power word bank, the electric power knowledge base and the electric power knowledge map based on the electric power business data, the electric power knowledge data and the electric power entity to provide a basic support for the intelligent electric power customer system so as to shorten the customer waiting time, realize the accurate solution of the business problem and improve the user experience.

Description

technical field [0001] The present invention relates to the field of electric power technology, in particular to a construction method and system of an intelligent electric power customer service system. Background technique [0002] With the continuous advancement of the reform of the power system and the increasing attention of the whole society to power, the number of power customers is growing rapidly, and the demand for power tends to be diversified. Users pay more attention to service experience and desire more convenient, multi-channel, diversified, More efficient service, the demand for customer service is getting higher and higher. [0003] Based on the rapid development of the Internet, especially the mobile Internet, a large number of customer service needs have been generated, and higher requirements are put forward for the management of customer service personnel. At present, in traditional customer service centers, customer service personnel usually use produc...

AI Technical Summary

Problems solved by technology

[0004] However, when customer service personnel search for a large number of business knowledge and content from product manuals or electronic knowledge bases, due to uneven business levels, the dimensions of business question classification, question categories, question levels, and fuzzy matching degrees of answers, etc. Inconsistencies in grasping the answers may lead to customers waiting for too long or even not being able to find the answer, and different customer service personnel may have multiple versions of answers to the same question, which consumes a lot of manpower and material resources but leads to poor user experience. good

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