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Intelligent reply method for electric power consultation

An intelligent and electric technology, applied in telephone communication, electrical components, automatic switching office, etc., can solve problems such as low customer satisfaction rate and long waiting time, and achieve the effect of improving work efficiency, saving waiting time, and improving experience

Inactive Publication Date: 2020-12-01
STATE GRID ZHEJIANG HANGZHOU CITY FUYANG DISTRICT POWER SUPPLY CO LTD +1
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to overcome the disadvantages in the prior art that grid customers need to wait for a long time when encountering problems in the process of using electricity for telephone consultation, and the customer satisfaction rate is low, and provide an intelligent reply method for electric power consultation

Method used

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  • Intelligent reply method for electric power consultation

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Embodiment

[0028] An intelligent reply method for power consultation, such as figure 1 shown, including the following steps:

[0029] Step 1, the customer makes a call, and the virtual agent connects the customer's phone;

[0030] Step 2. The virtual agent sends the customer's phone information to the intelligent research and judgment system. The intelligent research and judgment system finds out whether the customer is an existing customer based on the customer's phone information. If there is a customer, and the customer does not choose the automatic reply service within the set time, then skip to step 4, if not an existing customer, then skip to step 4;

[0031] Step 3: The intelligent research and judgment system retrieves the fault and power outage information of the day and whether there is a power outage plan in the future set time in the user's area. The agent informs the customer of the power outage information or the power outage plan. If the power outage information of the f...

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Abstract

The invention discloses an intelligent reply method for electric power consultation, which solves the defects in the prior art and comprises the following steps that: step 1, a customer dials a call,and a virtual agent accesses the call of the customer; step 2, the virtual agent sends the client telephone information to an intelligent research and judgment system; the intelligent research and judgment system searches whether the client is an existing client or not according to the client telephone information, if the client is the existing client and the client selects the automatic reply service, skipping to the step 3, if the client is the existing client and the client does not select the automatic reply service within set time, skipping to the step 4, and if the client is not the existing client, performing manual service; and step 3, the intelligent research and judgment system retrieves the fault power failure information of the day, if the fault power failure information of theday is matched with the customer information, the virtual agent informs the customer of the power failure information, and if the fault power failure information of the day is not matched with the customer information, the virtual agent informs the customer of no power failure.

Description

technical field [0001] The invention relates to the technical field of electric power public service systems, in particular to an intelligent reply method for electric power consultation. Background technique [0002] At present, when grid customers encounter problems in the process of using electricity, they need to consult the staff by telephone. After dialing the local repair hotline, the power customer service personnel ask the customer's identity, account number and other information. The customer service personnel operate different systems according to the type of power consultation business and customer information. , Respond to customers after querying relevant information. If it involves non-routine business, it needs to be forwarded to the relevant department for reply. During this process, customers need to wait for a long time, and there are many inquiries that cannot be answered at once, and the customer satisfaction rate is low. [0003] China Patent Publicatio...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
CPCH04M3/5166H04M3/523
Inventor 余慧华颜虹项翔陆建东帅万高俞洁杨佳圣
Owner STATE GRID ZHEJIANG HANGZHOU CITY FUYANG DISTRICT POWER SUPPLY CO LTD
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