A method and device for recommending power grid customer service services based on intelligent voice analysis

Abstract

The present invention relates to a method and device for recommending power grid customer service services based on intelligent voice analysis. The power grid customer service service recommendation device based on intelligent voice analysis includes a call center computer room and a computer room VR three-dimensional simulation visual management unit, wherein the computer room VR three-dimensional simulation visual management unit includes a cabinet, a server, a network device, a UPS power supply, a computer room monitoring module, a VR head-mounted display device, a voice acquisition and recognition module, and an architecture module; the computer room monitoring module includes a monitoring intelligent front end, a temperature and humidity sensor, a gas monitoring sensor, and a monitoring host arranged in the call center computer room, wherein the monitoring intelligent front end, the temperature and humidity sensor, and the gas monitoring sensor are directly connected to the monitoring host; the architecture module includes a presentation layer, a business logic layer, and a data layer; a VR virtual reality interactive cabin is arranged in the call center computer room, wherein the VR head-mounted display device, the voice acquisition and recognition module, and the architecture module are arranged in the VR virtual reality interactive cabin.

Description

Technical Field

[0001] The present invention belongs to the customer service field of large call centers, relates to electric power services, and specifically relates to a method and device for recommending electric power customer service services based on intelligent voice analysis. Background Art

[0002] A call center uses computer communication technology to handle telephone inquiries, especially the ability to handle a large number of calls simultaneously. It also has caller number display, which can automatically assign incoming calls to personnel with corresponding skills to handle them, and can record and store all incoming call information.

[0003] Nowadays, large call centers use intelligent voice analysis systems to handle power grid customer service business. However, the existing management technology solutions for intelligent voice analysis systems are limited and cannot support the information development of customer service call centers. Therefore, it is urgent to develop a power grid customer service business recommendation technology solution based on intelligent voice analysis. Summary of the invention

[0004] The purpose of the present invention is to provide a method and device for recommending power grid customer service services based on intelligent voice analysis, so as to solve the problems in the background technology and realize efficient, intelligent, visualized and convenient management.

[0005] In order to achieve the above objectives, the technical solution adopted by the present invention is: a power grid customer service business recommendation device based on intelligent voice analysis, including a call center computer room and a computer room VR three-dimensional simulation visual management unit, the computer room VR three-dimensional simulation visual management unit includes a cabinet, a server, a network device, a UPS power supply, a computer room monitoring module, a VR head-mounted display device, a voice acquisition and recognition module and an architecture module;

[0006] The computer room monitoring module includes a monitoring intelligent front end, a temperature and humidity sensor, a gas monitoring sensor and a monitoring host which are arranged in the call center computer room. The monitoring intelligent front end, the temperature and humidity sensor, the gas monitoring sensor are directly connected to the monitoring host;

[0007] The architecture module includes a presentation layer, a business logic layer, and a data layer;

[0008] A VR virtual reality interactive cabin is arranged in the call center computer room, and the VR head mounted display device, voice collection and recognition module and architecture module are arranged in the VR virtual reality interactive cabin.

[0009] Furthermore, the network device adopts a low-power embedded ARM chip.

[0010] Furthermore, the presentation layer includes a registration and login module, a VR-side interaction module, and a background management module; the business logic layer provides video display, generates VR three-dimensional scenes, displays data user management and authorization management; the data layer collects video information in real time, and panoramically displays call center computer room data, computer room dynamic environment real-time data, and computer room server usage.

[0011] A method for a power grid customer service service recommendation device based on intelligent voice analysis comprises the following steps:

[0012] 1) Use the architecture module to perform 1:1 3D modeling of the call center computer room, combining 3D objects, attribute data, connection relationships, electronic documents, and data from the monitoring modules of each computer room distributed within the call center;

[0013] 2) The architecture module is connected to the VR head mounted display device;

[0014] 3) Security agreement: Architecture module page URL jump access, WS API access request constraints;

[0015] The step 3) includes the following steps in sequence:

[0016] 3.1) URL access security:

[0017] URL access, using Token signature method;

[0018] 3.2) WebService call security:

[0019] 3.3) UserID and Password are internal agreements between the two parties;

[0020] 3.4) Get data files via Ftp:

[0021] 3.5) Obtaining DB data.

[0022] Furthermore, the step 3.1) further comprises the following steps in sequence:

[0023] 3.1.1) UID-based authority signing, the server determines whether it is a legitimate user;

[0024] 3.1.2) The parameter time refers to the time string when the request is sent, in the format of "YYYY / MM / DD HH:mm:ss"; it is used to determine the timeliness, and requests that exceed 1 minute will not be responded to;

[0025] 3.1.3) The token parameter is encrypted by uid and time using the md5 or sha-1 algorithm.

[0026] Furthermore, the step 3.2) further comprises the following steps in sequence:

[0027] 3.2.1) WebService publishes the WSDL of the interface service;

[0028] 3.2.2) The caller adds a WSDL reference, the referenced object is service1;

[0029] 3.2.3) The caller needs to add SoapHeader when executing the interface;

[0030] The caller is a customer service staff.

[0031] Furthermore, the step 3.4) further comprises the following steps in sequence:

[0032] 3.4.1) Establish file transfer service Ftp in the call center computer room LAN;

[0033] 3.4.2) The Ftp service sets the directories, file resources, and read and write permissions that users access;

[0034] 3.4.3) Ftp download connects to the correct port and matches the username and password.

[0035] Furthermore, the step 3.5) further comprises the following steps in sequence:

[0036] 3.5.1) Establishing a database service based on a server in the local area network of the call center computer room, wherein the database is a DB database;

[0037] 3.5.2) The DB database service needs to configure and set the access rights of the user account to the DB instance, view, and table.

[0038] The technical effect of the present invention is that the virtual scene of the present invention is combined with real data, which is different from the traditional intelligent voice analysis power grid customer service business system. The real scene is faithfully reflected through computer three-dimensional simulation. Customer service personnel can view all the equipment in the computer room in front of the display screen, and monitor and manage the operation of the equipment without entering the computer room to perform related work, eliminating multiple problems such as frequent entry and environmental impact, realizing efficient, intelligent, visual and convenient management, and meeting the highest requirements of digital management. BRIEF DESCRIPTION OF THE DRAWINGS

[0039] Figure 1 This is a schematic diagram of the present invention. DETAILED DESCRIPTION

[0040] It is obvious to those skilled in the art that the present invention is not limited to the details of the above exemplary embodiments, and that the present invention can be implemented in other specific forms without departing from the spirit or essential characteristics of the present invention.

[0041] A power grid customer service service recommendation device based on intelligent voice analysis, including a call center computer room and a computer room VR three-dimensional simulation visual management unit 10, wherein the computer room VR three-dimensional simulation visual management unit 10 includes a cabinet 11, a server 12, a network device 13, a UPS power supply 14, a computer room monitoring module 16, a VR head-mounted display device 17, a voice collection and recognition module 18 and an architecture module 15;

[0042] The computer room monitoring module 16 includes a monitoring intelligent front end 16a, a temperature and humidity sensor 16b, a gas monitoring sensor 16c and a monitoring host 16d arranged in the call center computer room, and the monitoring intelligent front end 16a, the temperature and humidity sensor 16b, the gas monitoring sensor 16c are directly connected to the monitoring host 16d;

[0043] The architecture module 15 includes a presentation layer 15a, a business logic layer 15b, and a data layer 15c;

[0044] A VR virtual reality interactive cabin 20 is arranged in the call center computer room, and the VR head mounted display device 17, the voice collection and recognition module 18 and the architecture module 15 are arranged in the VR virtual reality interactive cabin 20.

[0045] The present invention provides an intuitive and efficient professional call center computer room display, maintenance and management platform for customer service personnel through a VR head-mounted display device 17. Fully improve the customer service personnel's understanding of the configuration of the call center computer room facilities and the resource usage status, reduce equipment failures, data loss, and the increase of various management costs, maintenance costs and labor costs. In the VR virtual reality interactive cabin 20 of the call center computer room, the customer service personnel use the VR head-mounted display device 17 to realize the real-time collection and display of the dynamic data of the virtual reality call center computer room, one-key export of the computer room operation data, rapid measurement of the computer room use space, and emergency plan drills for the computer room. The computer room VR three-dimensional simulation visual management unit 10 of the present invention is not a single display device, but an intelligent tool that realizes real-time grasp of the actual situation of the computer room through interaction. Customer service personnel can complete the real-time grasp of the internal environment of the call center computer room and the real-time export of the operating status to automatically form a report by standing in the control center of the call center computer room. Practical operation is combined with dynamic effects to realize a multi-dimensional interactive three-dimensional computer room, enhance the operating sense of employees, and reduce misoperation.

[0046] Furthermore, the network device 13 of the present invention adopts a low-power embedded ARM chip 13a, a standard industrial specification design, and a hardware watchdog electronic circuit, so that the entire system will not be paralyzed due to a device failure or a site failure. It is efficient and stable, ensuring the smooth operation of the system.

[0047] Furthermore, the architecture module 15 of the present invention is scalable, and the scalability ensures that when the user has more requirements, the introduced new equipment can smoothly work together with the equipment equipped this time, further expanding and improving the performance and functions of the system.

[0048] Specifically, the architecture module 15 connects with the display maintenance management platform by adopting standardized SDK and API interfaces, obtains the data of the front-end device (i.e., the device in the VR three-dimensional simulation visual management unit 10), and applies it to the existing platform in an integrated manner; whether the device is connected or disconnected, it can be displayed through the display maintenance management platform, and the device status is provided in real time for visual management by the management personnel.

[0049] The architecture module 15 includes a presentation layer 15a, a business logic layer 15b, and a data layer 15c. The presentation layer 15a includes a registration and login module, a VR-side interaction module, and a background management module. The business logic layer 15b provides video display, generates VR three-dimensional scenes, displays data user management and authorization management; the data layer 15c collects video information (including historical video information) in real time, and panoramically displays call center computer room data, computer room dynamic environment real-time data, and computer room server 12 usage.

[0050] The computer room monitoring module 16 includes a monitoring intelligent front end 16a, a temperature and humidity sensor 16b, a gas monitoring sensor 16c and a monitoring host 16d, which are arranged in the call center computer room. The monitoring intelligent front end 16a, the temperature and humidity sensor 16b, and the gas monitoring sensor 16c are directly connected to the monitoring host 16d; thus, the computer room monitoring module 16 is designed with an integrated structure. All monitoring intelligent devices and various sensors in the call center computer room are directly connected to the monitoring host 16d to reduce the failure points, and no acquisition and control module and protocol conversion module are required in the middle; the monitoring host 16d itself collects signals and data of all devices, and the monitoring host itself analyzes, processes, and alarms the collected signals and data. And because the monitoring host 16d and each sensor are directly connected, it is convenient to maintain and can quickly eliminate faults; the overall system adopts a modular design, so it has good software upgrade capabilities.

[0051] A method for a power grid customer service service recommendation device based on intelligent voice analysis comprises the following steps:

[0052] 1) Perform 1:1 3D modeling of the call center computer room through the architecture module 15, combining the 3D objects, attribute data, connection relationships, electronic documents, and data in the computer room monitoring modules (16) distributed inside the call center;

[0053] 2) The architecture module 15 is connected to the VR head mounted display device 17;

[0054] 3) Security agreement: Architecture module 15 restricts page URL redirection access and WS API access request;

[0055] When the architecture module 15 accesses the page URL jump, or requests the WS API, etc., malicious requests and attacks may be generated in the case of passive leakage or network interception. To avoid such situations, security constraints must be placed on URL requests, WS API requests, etc.

[0056] Specifically, step 3) includes the following steps in sequence:

[0057] 3.1) URL access security:

[0058] URL access, using Token signature method;

[0059] Implement access security protection, that is, add a request validity verification token to the parameters during the URL request process;

[0060] Specific:

[0061] 3.1.1) UID-based authority signing, the server 12 determines whether it is a legitimate user;

[0062] 3.1.2) The parameter time refers to the time string when the request is sent, in the format of "YYYY / MM / DD HH:mm:ss"; it is used to determine the timeliness, for example, requests that exceed 1 minute will not be responded to;

[0063] 3.1.3) The parameter token is encrypted by uid and time using the md5 or sha-1 algorithm;

[0064] This step cannot be forged; it is used to verify malicious requests after intercepting the URL.

[0065] 3.2) WebService call security:

[0066] The security protection of WebService is enhanced through SoapHeader, which is automatically constructed by the WSDL after the WebService service is published. Specifically:

[0067] 3.2.4) WebService publishes the WSDL of the interface service;

[0068] 3.2.5) The caller (i.e. the customer service staff) adds a WSDL reference, and the referenced object is service1;

[0069] 3.2.3) The caller needs to add SoapHeader when executing the interface;

[0070] Such as service1

[0071] service1.MySoapHeader header=new service1.MySoapHeader();

[0072] header.PassWord = "admin";

[0073] header.UserID = "admin";

[0074] service.MySoapHeaderValue=header;

[0075] IList <order2>order=service.GetReturnOrderItems("","");

[0076] 3.3) UserID and Password are internal agreements between the two parties;

[0077] This is not visible during the call transmission; the server only needs to match and verify the UserID and Password to complete security monitoring.

[0078] 3.4) Get data files via Ftp:

[0079] 3.4.1) Establish file transfer service Ftp in the call center computer room LAN;

[0080] This reduces security risks;

[0081] 3.4.2) The Ftp service sets (reasonably) the directories, file resources, and read and write permissions that users access;

[0082] 3.4.3) Ftp download connects to the correct port and matches the username and password;

[0083] 3.5) DB data acquisition;

[0084] 3.5.1) Establishing a database service (specifically a DB database) based on the server 12 in the local area network of the call center computer room;

[0085] Reduce safety risks;

[0086] 3.5.2) The DB database service needs to configure and set the access rights of the user account to the DB instance, view, and table;

[0087] When DB data accesses a database instance, it matches the driver, machine, port, user name, and password.

[0088] The present invention combines virtual scenes with real data, which is different from the traditional power grid customer service business system of intelligent voice analysis. The real scene is faithfully reflected through computer three-dimensional simulation. Customer service personnel can view all the equipment in the computer room in front of the display screen, and monitor and manage the operation of the equipment without entering the computer room to perform related work, eliminating multiple problems such as frequent entry and environmental impact, realizing efficient, intelligent, visual and convenient management, and meeting the highest requirements of digital management.

[0089] The above will be combined with the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

Claims

1. A power grid customer service service recommendation device based on intelligent voice analysis, characterized in that: It comprises a call center computer room and a computer room VR three-dimensional simulation visual management unit (10), wherein the computer room VR three-dimensional simulation visual management unit (10) comprises a cabinet (11), a server (12), a network device (13), a UPS power supply (14), a computer room monitoring module (16), a VR head mounted display device (17), a voice acquisition and recognition module (18) and an architecture module (15); The computer room monitoring module (16) comprises a monitoring intelligent front end (16a), a temperature and humidity sensor (16b), a gas monitoring sensor (16c) and a monitoring host (16d) arranged in the call center computer room, wherein the monitoring intelligent front end (16a), the temperature and humidity sensor (16b), the gas monitoring sensor (16c) and the monitoring host (16d) are directly connected; The architecture module (15) includes a presentation layer (15a), a business logic layer (15b), and a data layer (15c); The presentation layer (15a) includes a registration and login module, a VR terminal interaction module, and a background management module; The business logic layer (15b) provides video display, generates VR three-dimensional scenes, displays data user management and authorization management; The data layer (15c) collects video information in real time, and comprehensively displays call center computer room data, computer room dynamic environment real-time data, and computer room server (12) usage; A VR virtual reality interactive cabin (20) is arranged in the call center computer room, and the VR head mounted display device (17), the voice collection and recognition module (18) and the architecture module (15) are arranged in the VR virtual reality interactive cabin (20); The network device (13) adopts a low-power embedded ARM chip (13a).

2. A method for recommending power grid customer service services based on intelligent voice analysis according to claim 1, characterized in that: The steps include: 1) Perform 1:1 3D modeling of the call center computer room through the architecture module (15), combining the 3D objects, attribute data, connection relationships, electronic documents, and data from the computer room monitoring modules (16) distributed within the call center; 2) The architecture module (15) is connected to the VR head mounted display device (17); 3) Security agreement: The architecture module (15) constrains page URL redirect access and WS API access request; Wherein, the step 3) includes the following steps in sequence: 3.1) URL access security: URL access, using Token signature method; 3.2) WebService call security: 3.3) UserID and Password are internal agreements between the two parties; 3.4) Get data files using Ftp: 3.5) Obtaining DB data.

3. The method of a power grid customer service service recommendation device based on intelligent voice analysis according to claim 2, characterized in that: The step 3.1) further includes the following steps in sequence: 3.1.1) UID-based authority signing, the server (12) determines whether the user is a legitimate user; 3.1.2) The parameter time refers to the time string when the request is sent, in the format of "YYYY / MM / DD HH:mm:ss"; it is used to determine the timeliness, and requests that exceed 1 minute will not be responded to; The token parameter is encrypted by uid and time using the md5 or sha-1 algorithm.

4. The method of a power grid customer service service recommendation device based on intelligent voice analysis according to claim 2, characterized in that: The step 3.2) further includes the following steps in sequence: The WebService service publishes the WSDL of the interface service; The caller adds a WSDL reference, and the referenced object is service1; The caller needs to add SoapHeader when executing the interface; The caller is a customer service staff.

5. The method of a power grid customer service service recommendation device based on intelligent voice analysis according to claim 2, characterized in that: The step 3.4) further includes the following steps in sequence: 3.4.1) Establish file transfer service Ftp in the call center computer room LAN; 3.4.2) The Ftp service sets the directories, file resources, and read and write permissions that users access; 3.4.3) FTP download connects to the correct port and matches the username and password.

6. The method of a power grid customer service service recommendation device based on intelligent voice analysis according to claim 2, characterized in that: The step 3.5) further includes the following steps in sequence: 3.5.1) Establishing a database service based on the server (12) in the local area network of the call center computer room, wherein the database is a DB database; 3.5.2) The DB database service needs to configure and set the access rights of the user account to the DB instance, view, and table.

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