Method and system for construction of intelligent electric power customer service system
A customer service system and smart power technology, applied in the construction of smart power customer service systems, can solve the problems of long waiting time for customers, poor user experience of human and material resources, and different degrees of fuzzy matching of classification dimensions, so as to achieve accurate Answers, shortens waiting time, and improves the effect of user experience
Inactive Publication Date: 2017-02-22
BEIJING CHINA POWER INFORMATION TECH +2
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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, e...
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[0043] Explanation of related terms:
[0044] Thesaurus: Thesaurus is a collection of vocabulary data, stored in the database for specific program retrieval calls;
[0045] Knowledge base: Knowledge base is a structured, easy-to-operate, easy-to-use, comprehensive and organized knowledge cluster in knowledge engineering. It is aimed at the need to solve problems in a certain (or some) domains, and adopts certain (or several) knowledge representation methods A collection of interconnected pieces of knowledge stored, organized, managed, and used in computer memory; these pieces of knowledge include domain-related theoretical knowledge, factual data, and heuristic knowledge obtained from expert experience, such as definitions, Theorems and algorithms, common sense knowledge, etc.;
[0046] Knowledge map: Knowledge map is essentially a semantic network, a graph-based data structure, a relational network composed of connections with different types of entities according to rules d...
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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...
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Login to view more IPC IPC(8): G06Q30/00G06Q50/06
CPCG06Q30/016G06Q50/06
Inventor 陈雁姜华胡海英赵加奎刘玉玺王树龙朱平飞刘泳欧阳红
Owner BEIJING CHINA POWER INFORMATION TECH
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