A power supply service command and dispatch system based on multi-terminal integration

Abstract

The present invention relates to a power supply service command and dispatch system based on multi-terminal integration, including a core platform and a business platform; the core platform includes a capability layer and an application layer; the capability layer includes a converged communication capability platform, an intelligent voice platform, a virtual commander and a work order management platform; the application layer is used to provide a variety of specific application functions; the business platform is connected to the application layer through a business application interface; the business platform is connected to the capability layer through a basic capability interface; the converged communication capability platform accesses incoming calls from different networks through converged communication technology; the intelligent voice platform communicates with users through voice broadcast and voice recognition capabilities, obtains user information, and makes user portraits based on user information; the virtual commander provides services to users according to specific logic based on user portraits. The present invention accesses calls from different communication systems through converged communication technology, obtains user information through voice recognition and voice broadcast, and provides services.

Description

Technical Field

[0001] The invention relates to a power supply service command and dispatch system based on multi-terminal integration, belonging to the technical field of power supply service command and dispatch. Background Art

[0002] In the process of providing power supply services, it is necessary to access calls from different networks. And provide corresponding services according to user needs. The existing method is to access calls through different devices. For example, administrative calls from administrative users and operator calls from external users belong to different communication systems, and different communication devices are required to answer calls. At the same time, the existing method requires customer service personnel to answer each call. Answering calls takes a long time. In addition, when a fault occurs, the number of incoming calls increases dramatically within a period of time, and the business is busy. Users need to wait for a long time for customer service personnel to answer, which affects the user experience. At the same time, due to the lack of a centralized call management platform, service islands are formed between the supply and command center and the power supply station, and there is a lack of an effective collaborative operation mechanism, and there are problems of irregular services. For example, effective services are not provided or services are provided repeatedly. In addition, because there is no effective supervision of the business, the business process is delayed or communication with users is not smooth, which easily leads to complaints. Summary of the invention

[0003] In order to overcome the above problems, the present invention provides a power supply service command and dispatch system based on multi-terminal integration. The dispatch system accesses telephones from different communication systems through integrated communication technology, obtains user information through voice recognition and voice broadcast, and provides services; and provides emergency repair services by directing employees through virtual commanders.

[0004] The technical solution of the present invention is as follows:

[0005] A power supply service command and dispatch system based on multi-terminal integration, comprising a core platform and a business platform; the core platform comprises a capability layer and an application layer; the capability layer comprises a converged communication capability platform, an intelligent voice platform, a virtual commander and a work order management platform; the application layer is used to provide a variety of specific application functions; the business platform is connected to the application layer through a business application interface; the business platform is connected to the capability layer through a basic capability interface;

[0006] The converged communication capability platform accesses incoming calls from different networks through converged communication technology;

[0007] The intelligent voice platform communicates with users through voice recognition and voice broadcasting capabilities, obtains user information, and creates user portraits based on the user information;

[0008] The virtual commander provides services to the user according to the user portrait and specific logic;

[0009] The work order management platform generates a work order when receiving a user's call and updates the work order information during the service process;

[0010] Customer service personnel interact with the capability layer or the application layer through the business platform.

[0011] Furthermore, the user profiling based on the user information includes the following steps:

[0012] Step S1, determine whether the incoming call number is associated with an account number, if so, confirm the account number associated with the incoming call number and execute step S2, if not, obtain the account number that the user needs to provide service to, and execute step S3;

[0013] Step S2, determining whether the user requests service for the current account number, if not, obtaining the account number for which the user needs to be provided service;

[0014] Step S3, obtaining the services that the user needs to provide, including fault repair, power outage inquiry, electricity consumption and electricity fee inquiry and manual customer service, to form a customer profile.

[0015] Furthermore, the virtual commander provides services to the user according to the user portrait, including the following:

[0016] If the service required is a fault repair, the fault information is obtained and emergency repair services are provided; the fault information includes the fault problem and the fault area;

[0017] If the service required is a power outage query or a power consumption and electricity fee query, the query result will be provided to the user;

[0018] If the service required is manual customer service, it will be transferred to the business platform and customer service personnel will be assigned to provide service.

[0019] Furthermore, when the service required is a fault repair, the following steps are also included:

[0020] Step G1, obtaining the operation information, planned maintenance information and operation status of the equipment in the fault area, and performing equipment profiling according to the fault information, the operation information, the planned maintenance information and the operation status;

[0021] Step G2, informing the user of the cause of the fault according to the device portrait; if the cause of the fault is a planned shutdown of the device, then the emergency repair service is terminated and the work order is terminated; if the cause of the fault is an unplanned shutdown of the device, then step G3 is executed;

[0022] Step G3, determining whether there is a work order with the same fault information as the work order at the same time;

[0023] Step G4, obtaining basic information, on-the-job status and distribution status of employees in the fault area; creating employee portraits based on the basic information, on-the-job status and distribution status;

[0024] Step G5, directing employees to provide services based on the fault information and the employee portrait.

[0025] Furthermore, instructing the employee to provide services in step G5 includes the following steps:

[0026] The work order is set to be in a state of being accepted, and the work order is sent to a power supply station that has an employee who meets the employee profile, so that the employee can accept the order; the work order management platform monitors the work order, and if no one accepts the order within time T1 after the work order is sent, the work order is sent to the customer service staff for dispatch;

[0027] Employees provide service after receiving the order.

[0028] Furthermore, the employee provides service after receiving the order, including the following steps:

[0029] After receiving the order, the employee makes the first call to the user through the system; if the employee fails to make the first call within T2 after receiving the order, the employee is prompted to make the first call;

[0030] After arriving at the work site, the employee makes a second call to the user through the system; if the second call is not made within T3 after the first call, the employee is reminded that the work order is about to expire;

[0031] After the employee completes the service, the system initiates a third call to the user to obtain the user's evaluation and sends the user evaluation to the employee.

[0032] Furthermore, when the demand service is a power outage query, it also includes obtaining a power outage area, obtaining power outage information of the power outage area, and if the power outage area is currently a planned power outage, informing the customer of the power outage information; if the power outage area is currently an unplanned power outage, obtaining fault information and operating information, planned maintenance information, and operating status of equipment in the power outage area, creating an equipment portrait based on the fault information, the operating information, the planned maintenance information, and the operating status, and executing step G3.

[0033] Furthermore, there are multiple business platforms, which are deployed in different areas; the core platform is deployed in one place; and there is a communication connection between the core platform and each of the business platforms.

[0034] Furthermore, the business platform reads the work orders of all businesses in the capability layer and the information generated during the business process through the basic capability interface; the business platform calls the application functions of the application layer through the business application interface.

[0035] Furthermore, the application layer includes a communication assistant and a business assistant; the communication assistant provides account login and communication services for customer service personnel; the business assistant is used to store and process all business work orders and information generated during the business process.

[0036] The present invention has the following beneficial effects:

[0037] 1. The system uses converged communication technology to connect calls from different networks or systems, eliminating the need for multiple sets of equipment.

[0038] 2. The system communicates with users through voice recognition and voice broadcast, obtains user information, and provides user services, replacing customer service personnel in some functions, reducing the demand for customer service personnel. It can also handle a large number of business issues at the same time. When special circumstances occur, it can answer a large number of user calls at the same time, avoiding users waiting and improving user experience.

[0039] 3. As the same dispatching platform for the supply command center and the power supply station, the system can efficiently dispatch employees to provide services and avoid inadequate command due to information communication problems, such as no one to take orders or duplicate orders.

[0040] 4. The system displays all business work orders and information generated during the business process to customer service personnel through the business platform. Compared with answering the phone, customer service personnel can understand the progress of more business at the same time in a short time. BRIEF DESCRIPTION OF THE DRAWINGS

[0041] Figure 1 It is a schematic diagram of the system module of the present invention. DETAILED DESCRIPTION

[0042] The present invention will be described in detail below with reference to the accompanying drawings and specific embodiments.

[0043] Embodiment 1

[0044] refer to Figure 1 , a power supply service command and dispatch system based on multi-terminal integration, including a core platform and a business platform; the core platform includes a capability layer and an application layer; the capability layer includes a converged communication capability platform, an intelligent voice platform, a virtual commander and a work order management platform; the application layer is used to provide a variety of specific application functions; the business platform is connected to the application layer through a business application interface; the business platform is connected to the capability layer through a basic capability interface;

[0045] The converged communication capability platform accesses incoming calls from different networks through converged communication technology, including calls from networks such as operator networks and administrative telephone systems. The existing technical solution is to configure different phones to handle calls from different network systems.

[0046] The intelligent voice platform communicates with users through voice broadcast and voice recognition capabilities, obtains user information, and creates user portraits based on the user information; voice broadcasts are performed through preset dialogues to guide users to provide information, and user information is obtained through voice recognition.

[0047] The virtual commander provides services to the user according to the user portrait and specific logic;

[0048] The work order management platform generates a work order when receiving a user's call and updates the work order information during the service process;

[0049] Customer service personnel interact with the capability layer or the application layer through the business platform. Customer service personnel can view the work order information of all businesses through the business platform, and can handle multiple businesses at the same time in a short time, saving time for answering calls and communicating with users.

[0050] Furthermore, the user profiling based on the user information includes the following steps:

[0051] Step S1, determine whether the incoming call number has an associated account number. If so, confirm the account number associated with the incoming call number and execute step S2. If not, obtain the account number for which the user needs to provide service and execute step S3; query the relevant database of the power supply company whether the incoming call number has an associated account number. If the incoming call number has an associated account number and service is requested for the current account number, the user does not need to provide the account number.

[0052] Step S2, determining whether the user requests service for the current account number, if not, obtaining the account number for which the user needs to be provided service;

[0053] Step S3, obtaining the services that the user needs to provide, including fault repair, power outage inquiry, electricity consumption and electricity fee inquiry and manual customer service, to form a customer profile.

[0054] Steps S2 and S3 are both about the intelligent voice platform communicating with the user through voice recognition and voice broadcast functions to obtain relevant information.

[0055] Embodiment 2

[0056] The power supply service command and dispatch system based on multi-terminal integration, on the basis of the first embodiment, the virtual commander provides services to the user according to the user portrait, including the following contents:

[0057] If the service required is a fault report, the fault information is obtained and emergency repair services are provided; the fault information includes the fault problem and the fault area; the fault problem is obtained by communicating with the user through the intelligent voice platform, such as power outages, unstable voltage, etc., and the fault area is obtained through the household number.

[0058] If the demand service is a power outage query or a power consumption and electricity fee query, the query result will be provided to the user; the query result is obtained through the relevant database of the power supply company.

[0059] If the service required is manual customer service, it will be transferred to the business platform and customer service personnel will be assigned to provide service.

[0060] The system pre-processes some services through virtual commanders and intelligent voice platforms. For services that cannot be processed, users can request manual customer service.

[0061] Furthermore, when the service required is a fault repair, the following steps are also included:

[0062] Step G1, obtain the operation information, planned maintenance information and operation status of the equipment in the fault area, and make an equipment portrait based on the fault information, the operation information, the planned maintenance information and the operation status; the operation information, the planned maintenance information and the operation status are obtained from the relevant database of the power supply company.

[0063] Step G2, inform the user of the cause of the fault according to the device portrait; if the cause of the fault is a planned shutdown of the device, end the emergency repair service and terminate the work order; if the cause of the fault is an unplanned shutdown of the device, execute step G3; in the actual process, there are planned shutdowns of the device, such as daily maintenance, which cause power outages. The user mistakenly believes that it is a fault, so it is only necessary to inform the user of the cause of the fault.

[0064] Step G3, determine whether there is a work order with the same fault information as the work order at the same time, so as to avoid repeated instructions to employees due to different users calling in for the same fault.

[0065] Step G4, obtaining basic information, on-the-job status and distribution status of employees in the fault area; creating employee portraits based on the basic information, on-the-job status and distribution status;

[0066] Step G5: commanding the employee to provide services based on the fault information and the employee portrait. If an employee who meets the conditions is matched, commanding the employee to provide services.

[0067] Furthermore, instructing the employee to provide services in step G5 includes the following steps:

[0068] The work order status is set to be available for acceptance, and the work order is sent to the power supply station that has employees who meet the employee profile for acceptance by the employees; the work order management platform monitors the work order, and if no one accepts the order within T1 after the work order is issued, the customer service staff will dispatch the order. Through the employees actively accepting the order, the appropriate employees can be determined without the need for active command. If no one accepts the work order after a period of time, the customer service staff will actively dispatch the order to prevent delays in service time.

[0069] Employees provide service after receiving the order.

[0070] Furthermore, the employee provides service after receiving the order, including the following steps:

[0071] After receiving the order, the employee will make the first call to the user through the system; if the employee does not make the first call within T2 after receiving the order, the employee will be prompted to make the first call; the purpose of making the first call is that the employee needs to reconfirm the cause of the fault to improve the efficiency of emergency repairs, and inform the user that the order has been accepted to reassure the user. In the past, employees used private phones to call users, which caused problems such as employees forgetting to call and privacy leakage of both parties. These two problems can be effectively avoided through system prompts and calls.

[0072] After arriving at the work site, the employee makes a second call to the user through the system; if the second call is not made within time T3 after the first call, the employee is reminded that the work order is about to expire; the employee informs the user through the second call that he has arrived at the post and started to provide services.

[0073] After the employee completes the service, the system initiates a third call to the user to obtain the user's evaluation and send the user's evaluation to the employee. The third call is communicated between the intelligent voice platform and the user. The employee can improve the service based on the user's feedback.

[0074] Embodiment 3

[0075] The power supply service command and dispatch system based on multi-terminal integration, on the basis of Example 2, when the demand service is a power outage query, also includes obtaining a power outage area, obtaining power outage information of the power outage area, and if the power outage area is currently a planned power outage, informing the customer of the power outage information; if the power outage area is currently an unplanned power outage, obtaining fault information and the operation information, planned maintenance information, and operation status of the equipment in the power outage area, and creating a device profile based on the fault information, the operation information, the planned maintenance information, and the operation status, and executing step G3.

[0076] In fact, there is a fault, but the user thinks it is a planned power outage. By matching the regional power outage information, it is determined whether it is a planned power outage. If not, emergency repair services are provided to the user.

[0077] Embodiment 4

[0078] The power supply service command and dispatch system based on multi-terminal integration, on the basis of Example 1, has multiple business platforms, which are dispersedly deployed in different areas; the core platform is centrally deployed in one place; the core platform and each of the business platforms are communicated and connected. In one implementation of this embodiment, it includes a centrally deployed core platform and business platforms dispersedly deployed in different cities. The centrally deployed core platform can reduce platform costs and improve service efficiency. The business platforms are dispersedly deployed in specific areas, which reduces the difficulty of the work of customer service personnel, and customer service personnel only need to provide services to users in the area.

[0079] Furthermore, the business platform reads the work orders of all businesses in the capability layer and the information generated during the business process through the basic capability interface; the business platform calls the application functions of the application layer through the business application interface. For example, the conversation between the intelligent voice platform and the user is recorded in text and displayed to the customer service staff through the business platform. Customer service staff can view different businesses at the same time and intervene in the business through the business platform when necessary. The work efficiency of customer service staff is improved.

[0080] Furthermore, the application layer includes a communication assistant and a business assistant; the communication assistant provides account login and communication services for customer service personnel; the business assistant is used to store and process all business work orders and information generated during the business process.

[0081] The above descriptions are merely embodiments of the present invention and are not intended to limit the patent scope of the present invention. Any equivalent structure made using the contents of the present invention's specification and drawings, or directly or indirectly applied in other related technical fields, are also included in the patent protection scope of the present invention.

Claims

1. A power supply service command and dispatch system based on multi-terminal integration, characterized in that: It includes a core platform and a business platform; the core platform includes a capability layer and an application layer; the capability layer includes a converged communication capability platform, an intelligent voice platform, a virtual commander and a work order management platform; the application layer is used to provide a variety of specific application functions; the business platform is connected to the application layer through a business application interface; the business platform is connected to the capability layer through a basic capability interface; The converged communication capability platform accesses incoming calls from different networks through converged communication technology; The intelligent voice platform communicates with users through voice broadcast and voice recognition capabilities, obtains user information, and creates user portraits based on the user information; The virtual commander provides services to the user according to the user portrait and specific logic; The work order management platform generates a work order when receiving a user's call and updates the work order information during the service process; The customer service staff interacts with the capability layer or the application layer through the business platform; The method of creating a user profile based on user information includes the following steps: Step S1, determine whether the incoming call number is associated with an account number, if so, confirm the account number associated with the incoming call number and execute step S2, if not, obtain the account number that the user needs to provide service to, and execute step S3; Step S2, determining whether the user requests service for the current account number, if not, obtaining the account number for which the user needs to be provided service; Step S3, obtaining the services that the user needs to provide, including fault repair, power outage query, power consumption and electricity fee query and manual customer service, to form a customer profile; The virtual commander provides services to the user according to the user portrait, including the following: If the service required is a fault repair, the fault information is obtained and emergency repair services are provided; the fault information includes the fault problem and the fault area; If the service required is a power outage query or a power consumption and electricity fee query, the query result will be provided to the user; If the service required is manual customer service, the call will be transferred to the business platform and customer service personnel will be assigned to provide service; When the service required is for fault repair, the following steps are also included: Step G1, obtaining the operation information, planned maintenance information and operation status of the equipment in the fault area, and performing equipment profiling according to the fault information, the operation information, the planned maintenance information and the operation status; Step G2, informing the user of the cause of the fault according to the device portrait; if the cause of the fault is a planned shutdown of the device, then the emergency repair service is terminated and the work order is terminated; if the cause of the fault is an unplanned shutdown of the device, then step G3 is executed; Step G3, determining whether there is a work order with the same fault information as the work order at the same time; Step G4, obtaining basic information, on-the-job status and distribution status of employees in the fault area; creating employee portraits based on the basic information, on-the-job status and distribution status; Step G5, directing employees to provide services according to the fault information and the employee portrait; Instructing the employee to provide services as described in step G5 includes the following steps: The work order is set to be in a state of being accepted, and the work order is sent to a power supply station that has an employee who meets the employee profile, so that the employee can accept the order; the work order management platform monitors the work order, and if no one accepts the order within time T1 after the work order is sent, the work order is sent to the customer service staff for dispatch; Employees provide service after receiving the order; After receiving the order, the employee provides service, including the following steps: After receiving the order, the employee makes the first call to the user through the system; if the employee fails to make the first call within T2 after receiving the order, the employee is prompted to make the first call; After arriving at the work site, the employee makes a second call to the user through the system; if the second call is not made within T3 after the first call, the employee is reminded that the work order is about to expire; After the employee completes the service, the system initiates a third call to the user to obtain the user's evaluation and sends the user evaluation to the employee.

2. The power supply service command and dispatch system based on multi-terminal integration according to claim 1 is characterized in that: When the demand service is a power outage query, it also includes obtaining the power outage area, obtaining the power outage information of the power outage area, and if the power outage area is currently a planned power outage, informing the customer of the power outage information; if the power outage area is currently an unplanned power outage, obtaining fault information and the operation information, planned maintenance information, and operation status of the equipment in the power outage area, creating an equipment portrait based on the fault information, the operation information, the planned maintenance information, and the operation status, and executing step G3.

3. The power supply service command and dispatch system based on multi-terminal integration according to claim 1 is characterized in that: There are multiple business platforms, which are deployed in different areas; the core platform is deployed in one place; and there is a communication connection between the core platform and each of the business platforms.

4. The power supply service command and dispatch system based on multi-terminal integration according to claim 1 is characterized in that: The business platform reads the work orders of all businesses in the capability layer and the information generated during the business process through the basic capability interface; the business platform calls the application functions of the application layer through the business application interface.

5. The power supply service command and dispatch system based on multi-terminal integration according to claim 1 is characterized in that: The application layer includes a communication assistant and a business assistant; the communication assistant provides account login and communication services for customer service personnel; the business assistant is used to store and process all business work orders and information generated during the business process.

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