Electronic center staff system used for enhancing electric service quality

Abstract

The invention discloses an electronic center staff system used for enhancing electric service quality, and relates to the technical field of information communication. Along with the opening of an E-channel service function, the volume of business is rapidly raised, the client usage amount is also rapidly raised, and the service mode and technological service carrying capacity of the original artificial electronic center staff are relatively limited, so as to be difficult to cope with the increasing of the volume of business. The system comprises a technological support layer that comprises anintelligent customer service module, a support engine module and a support function module, wherein the support engine module comprises a voice recognition engine and a semantic recognition engine; and an application layer that comprises an intelligent robot response module, an artificial center staff workbench module and a routing strategy management module. According to the technical scheme, the client can achieve the voice negotiation interaction mode, and the interaction modes are effectively increased; the work efficiency is effectively improved to adapt to the increasing of the volume of business.

Description

technical field [0001] The invention relates to the technical field of information communication, in particular to an electronic seat system for improving the quality of power service. Background technique [0002] With the continuous advancement of the power system reform, the vigorous construction of the energy Internet and the popularization of the "Internet +" concept, the main body of power and the demand for electricity will become more diversified, and users will pay more attention to service experience, which will generate a large number of customer service needs. Make higher demands on customer service. [0003] Under such circumstances, on the basis of improving the service of the original business hall, the power company has actively expanded various channel service methods such as WeChat, mobile APP, and mobile operations to support convenient services for customers, such as figure 1 shown. However, with the opening of electronic channel service functions, cust...

AI Technical Summary

Problems solved by technology

However, with the opening of electronic channel service functions, customer usage has increased in a blowout manner, which puts forward higher requirements for customer service capacity and service level. The way of communication between customers and electric power customer service personnel has become simpler and more direct, and the communication and interaction of voice and pictures by customers will become more urgent. The interaction form of customer service is relatively monotonous, and the customer experience needs to be further improved; The volume has increased sharply, and the number of customers has increased sharply. The service model and technical service capacity of the original artificial electronic seat are relatively limited, and it is difficult to cope with the increase in business volume. It is urgent to improve work efficiency through the application of new technologies

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