Emergency sensing system of large centralized power customer service center and construction method

Abstract

The invention discloses an emergency real-time sensing system of a large centralized power customer service center and a construction method. The emergency real-time sensing system comprises a data acquisition module, a text data processing module, a feature vector construction module, a multi-document theme analysis module, an event sensing module and a result pushing module. According to the invention, work order data is accepted based on massive customer service center businesses; based on Apache Flink, LDA, TextRank and other technologies and algorithms, an emergency real-time perception method is constructed, automatic processing of text information of a customer service center and emergency convergence are achieved, automatic identification of emergencies is achieved, and the blank of the business requirement is filled.

Description

technical field [0001] The invention relates to an emergency event processing system and method for an electric power customer service center, in particular to an emergency event perception system and a construction method for a large centralized electric power customer service center. Background technique [0002] At present, the two major power grids in the country have realized the large-scale construction of the power customer service system, which fully reflects the construction goals of service intensification and management efficiency. Relying on the large-scale centralized customer service center, the customer service appeal is unified to the customer service center. to process. The power grid customer service center has built a complete data management and application system. The construction of the application system mainly focuses on business management. Data processing adopts the processing methods of first generation, storage in relational database, offline quer...

AI Technical Summary

Problems solved by technology

[0003] At present, the customer service system of 95598 Power is based on the model of customer-centered and customer-service personnel as the main body. Customer appeals are always the main goal of service. The response is far from meeting the real-time requirements, and the centralized emergencies cannot be discovered in real time

The reason is, first, there must be a certain time interval for customer service personnel to process business, and they can only reply according to the content of the current appeal, which cannot be related to the historical appeal of the customer in time, and cannot accurately grasp the root cause of the appeal; second, the current large centralized The centralized office model of the customer service center cannot realize the overall perception of customer demands in a certain area, and cannot detect and deal with unexpected centralized events in a timely manner; third, in the Internet age, the amount of data is increasing. The timeliness of data acquisition and data processing has higher requirements. The traditional method of storing data in the database first, then querying and then analyzing has completely failed to meet today's needs.

Images