Intelligent customer service appeal analysis system based on cloud platform and application method thereof

Abstract

The invention discloses an intelligent customer service demand analysis system based on a cloud platform and an application method thereof. The system comprises a cloud platform, a remote monitoring terminal, a plurality of clients, a system server and a server end, the server end accesses the system server to obtain the monitoring data information and remotely monitors the real-time working stateof each station of the power grid; and the server end sends a control signal to the system server according to the working state of each station of the power grid, the system server analyzes the control signal and sends the control signal to the corresponding remote monitoring terminal through the cloud platform, and the remote monitoring terminal controls the working state of the corresponding power grid station according to the control signal. According to the invention, big data acquisition, overall planning and storage of the cloud platform are utilized, information sources are centralized and timely, manpower and material resources are saved, reasonable and rapid analysis and processing are carried out through the system server, an electric power department can carry out rapid electric power distribution network operation and maintenance, hidden service dangers are timely eliminated, and the customer satisfaction is improved.

Description

technical field [0001] The invention relates to the technical field of power grids, in particular to a cloud platform-based intelligent customer service appeal analysis system and an application method thereof. Background technique [0002] At present, after the 95598 full business of the power grid is concentrated, it has leapfrogged and developed to focus on "quality analysis, evaluation and supervision of customer appeal response", using 95598 complaints, emergency repairs and other related calls, return visit recordings and other information to start with the psychological needs of power customers Find the stimulus source of customer complaints and the basic rules of emotional changes and behavior changes, formulate countermeasures, standardize on-site service behavior, improve handling skills, improve customer satisfaction rate, and shape a good image of power supply enterprises; however, information sources are scattered and have information. Lag, collection and coordi...

AI Technical Summary

Problems solved by technology

[0002] At present, after the 95598 full business of the power grid has been concentrated, it has leapfrogged and developed to focus on "quality analysis, evaluation and supervision of customer appeal response", using 95598 complaints, emergency repairs and other related calls, return visit recordings and other information to start with the psychological needs of power customers Find the stimulus source of customer complaints and the basic laws of emotional changes and behavior changes, formulate countermeasures, standardize on-site service behavior, improve handling skills, improve customer satisfaction rate, and create a good image of power supply enterprises; however, information sources are scattered and have information. Lag, collection and coordination are time-consuming and laborious, and the arrangement of distribution network operation and maintenance is not timely, which leads to customer complaints and leads to a decline in customer satisfaction; based on customer demands, focus on and analyze lines that are difficult to meet customer demand for electricity and cause poor service perception , Eliminate service hidden dangers in time, which is of great significance to improve power supply reliability and customer satisfaction rate

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