Central support system and method for quick service response

Abstract

The invention discloses a central support system and method for a quick service response. The system comprises an intelligent service appeal determination module, a service trajectory analysis module, and a marketing-distribution cooperation application data sharing module. In addition, the method includes: historical user information is invoked from an electricity information acquisition system based on user request information, a correlation analysis is carried out on the user based on the historical user information, and a service corresponding to a current user is generated according to an analysis result; service trajectory, user behavior, service channel and hotspot task analyses are carried out on the service successively to obtain at least one to-be-processed work order corresponding to the current user; and the work order is classified and send the classified work order is sent to a distribution network automation system, a production management system or a marketing system according to the type of work order. Therefore, the service determination system support is enhanced, so that service determination in the power system becomes intelligent and accurate; and a service determination result is obtained intelligently, so that a basis is provided for formulating a differentiated service strategy.

Description

technical field [0001] The invention relates to the technical field of power system sharing, in particular to a support system and method for a service quick response center. Background technique [0002] Customer service is an integral part of marketing work. In recent years, according to the division of marketing business work, we have continued to expand technical implementation methods, enrich and improve business functions, and improve the quality of marketing and service work to a certain extent. In order to adapt to the new situation of marketing development, State Grid proposed in the Twelfth Five-Year Plan to strengthen customer service monitoring and provide high-quality services to power customers, not only emphasizing internal standards, but also emphasizing external expectations. Not only insist on improving the power quality and power supply service quality by improving internal work efficiency and work quality; but also insist on creating value for users and s...

AI Technical Summary

Problems solved by technology

[0003] However, the current customer service in the power grid is simplistic, and information sharing with the production management system, distribution network automation system, power consumption information collection system and marketing system cannot be realized, so it is impossible to quickly respond to user needs

Images