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Electric power customer service system fluctuation monitoring method

A customer service system and power technology, applied in the fields of instruments, special data processing applications, data processing applications, etc., can solve the problems of lag in tracking analysis, lag in intervention methods, and poor sensitivity of manual monitoring, so as to appease customer emotions and reduce work orders. pie effect

Pending Publication Date: 2022-02-18
国家电网有限公司客户服务中心
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  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For some business volumes with small fluctuations but long duration, the sensitivity of manual monitoring is poor, and the tracking analysis is relatively lagging; for some business volumes with large fluctuations, multi-directional inquiries are required to obtain the cause of the peak surge, and the response sensitivity is poor. more lagging

Method used

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  • Electric power customer service system fluctuation monitoring method

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Embodiment

[0016] A method for monitoring fluctuations in an electric power customer service system, comprising the following steps:

[0017] Step 1: Obtain daily data samples of the current and the same period last year in the system;

[0018] Step 2: According to the different types of scenarios, the data is processed differently, divided into three thematic scenarios of power outages, electricity fee recovery, and other businesses. Each scenario type is monitored by two monitoring modules: business transaction monitoring and service upgrade monitoring; In addition, a key problem analysis module is set up to support the business fluctuation analysis of the provincial company; in the power outage problem scenario, it is necessary to first eliminate the customer's internal faults, non-power fault business, and arrears business; the electricity charge recovery scenario business is the full amount of data corresponding to the business type; Other business scenarios are the full amount of d...

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Abstract

The invention relates to the technical field of big data mining, and further relates to an electric power customer service system fluctuation monitoring method. The method comprises the following steps: acquiring daily data samples of the current year and the last year in a system; performing different processing on the data according to different scene types; calculating a reference value per hour; model prediction: performing prediction verification on the fitted model from two aspects of static prediction and dynamic prediction to obtain a specific prediction value; calculating a reference value of the business volume per hour, and triggering early warning if the business volume exceeds 10% of the reference value; by means of the method, when peak surge occurs, the type and range of the peak surge can be conveniently and timely obtained, effective intervention measures are formulated, and the purposes of reducing work order distribution and pacifying the mood of a customer are achieved.

Description

Technical field: [0001] The invention relates to the technical field of big data mining, and further relates to a method for monitoring fluctuations in a power customer service system. Background technique: [0002] Business fluctuation monitoring is to collect real-time statistics on the work order data of electricity customers' requests according to the business type, set the corresponding fluctuation interval value, and carry out early warning and monitoring. The significance of business fluctuation monitoring is that it can detect abnormal increase or decrease of business volume in time, as well as the causes, and make adjustments and optimizations. For some business volumes with small fluctuations but long duration, the sensitivity of manual monitoring is poor, and the tracking analysis is relatively lagging; for some business volumes with large fluctuations, multi-directional inquiries are required to obtain the cause of the peak surge, and the response sensitivity is ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F30/20G06Q50/06G06F119/12
CPCG06F30/20G06Q50/06G06F2119/12
Inventor 陈雪嵩安义志唐博麟王思杰刘静赵晶彭荣蒙燕聂文超王宝卿
Owner 国家电网有限公司客户服务中心
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