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Method for identifying household number via incoming call number in electric power customer service process

A technology of caller number and account number, which is applied in the field of intelligent customer service system, can solve the problems of impetuous customers and low efficiency of agent service

Active Publication Date: 2018-11-30
国家电网有限公司客户服务中心
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Obtaining customer account numbers in this way will inevitably lead to low efficiency of agent service and cause problems such as customer impetuousness.

Method used

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  • Method for identifying household number via incoming call number in electric power customer service process
  • Method for identifying household number via incoming call number in electric power customer service process
  • Method for identifying household number via incoming call number in electric power customer service process

Examples

Experimental program
Comparison scheme
Effect test

Embodiment

[0079] The method of identifying the account number through the caller number in the process of electric power customer service requires basic data of 95598 work order data, call data, and customer basic file data, including the following process:

[0080] Step 0: Determine if the information relationship between the caller number and the account number exactly matches the customer profile information, then determine that such a correspondence is a valid correspondence, and go to step 1; if the account number is not recorded in the work order, but the caller number is recorded in In the customer’s basic file data, go to step 11; if the account number is not recorded in the work order, and the caller number is not recorded in the customer’s basic file data, go to step 21;

[0081] Step 1-Step 4 is the identification process of recording the account number in the work order,

[0082] Step 1: Clean the data and eliminate harassing call customers, blacklist, redlist customers, int...

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PUM

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Abstract

The invention relates to a method for identifying a household number via an incoming call number in an electric power customer service process. The method comprises the following steps:step 1: cleaning data; step 2: selecting a specific processing factor indicator; step 3: performing text similarity calculation; and step 4: constructing a weight division model, calculating a corresponding relationship matching score, and verifying the relationship reliability according to the score. The advancement of the method provided by the invention over the prior art lies in that the customer service personnel does not need to check the customer household number information or address information of a customer while answering the call, thereby greatly shortening the service duration, improving the service efficiency, reducing the waiting time for the customer to wait in the queue during peak hours and improving the customer experience.

Description

Technical field: [0001] The invention relates to an intelligent customer service system, and further relates to a method for identifying an account number through an incoming call number in the electric customer service process. Background technique: [0002] State Grid 95598 customer service personnel need to check the customer's account number information when accepting the customer's call business, so as to solve the customer's call appeal. Since most customers cannot provide the customer account number, the agent often asks the customer's electricity address information, and finds the customer account number by matching the electricity address with the file address. Obtaining the customer account number in this way will inevitably lead to low service efficiency of the agent and cause problems such as impetuous customer emotions. [0003] On the other hand, the State Grid customer service center has strengthened the application of labels and realized the sharing of centr...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51G06F17/30G06F17/27G06K9/62
CPCH04M3/5125H04M3/5183G06F40/279G06F18/24147
Inventor 刘鲲鹏盛妍张全李俊峰肖敏王秀春马永波王艳孙蓉
Owner 国家电网有限公司客户服务中心
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