Comprehensive service method for online interactive business of power system

Abstract

The invention discloses a comprehensive service method for online interactive business of a power system, which comprises a power system database, a unified online platform, user information management, business handling guidance, real-time data interaction, intelligent customer service support, personalized service push, user feedback processing and system integration and butt joint, so that unified management of a power company is facilitated; the service level is unified, the service quality is good, the service cost is reduced, common people can handle all businesses conveniently and know the business processing progress in real time, and the service quality is greatly improved; wherein the business handling process is convenient for common people with different internet levels to handle various businesses quickly and conveniently, and the personalized service pushing is convenient for an electric power company to popularize and apply an intelligent power grid and a new energy technology, so that the demand of the development of a new electric power technology is met; the system has the advantages of uniform service level, good service quality, low management and service cost, and simple and convenient business handling.

Description

Technical Field

[0001] The present invention belongs to the technical field of electric power business and services, and in particular relates to an integrated service method for online interactive business of an electric power system. Background Art

[0002] At present, due to historical problems, the service methods provided by power companies include the 95598 customer service phone and 95598 website uniformly provided by the power companies, the single payment service provided by third-party companies (such as banks, Alipay, WeChat, etc.), the customer service phone and fault phone provided by local power companies, and offline business halls. People choose according to their own habits, which makes it difficult for power companies to have unified management, uneven service quality, and high service costs. It also causes poor service quality, difficulty in checking the progress of business processing, and even the business being ignored after submission. In addition, the services provided are relatively traditional and cannot fully integrate and adapt to the development needs of smart grids and new energy technologies. In order to solve the above problems, it is necessary to develop a comprehensive service method for online interactive business of power system. Summary of the invention

[0003] The purpose of the present invention is to overcome the deficiencies of the prior art and to provide a comprehensive service method for online interactive business of power system with unified service level, good service quality, low management and service cost, and simple and convenient business handling.

[0004] The object of the present invention is achieved as follows: a comprehensive service method for online interactive business of a power system, comprising a power system database and a unified online platform, and further comprising the following steps: S1, User information management: Establish a comprehensive user information database, including basic user information, abnormal user information, electricity usage information, business handling records and system push information; S2, Business Processing Guidance: Based on user needs and system preset rules, provide users with clear business process guidance, including online application, document submission, progress inquiry and online modification; S3, real-time data interaction: Realize real-time data transmission between the power system database and the unified online platform, so that users can obtain power consumption, electricity charges and power outage notification information actively pushed by the system in a timely manner, and support users to remotely control their smart power devices; S4, intelligent customer service support: Introduce an intelligent customer service system to answer common user questions through natural language processing technology, and transfer complex questions raised by users to manual customer service; S5, personalized service push: based on user portrait and electricity consumption behavior analysis, personalized electricity consumption suggestions, preferential policies and new business introduction information are pushed to users; S6, User Feedback Processing: timely collect user feedback and complaints, classify and comprehensively process them, and track them to ensure that the problems are effectively solved. The tracking progress and processing results will be fed back to users in real time through information push and online query; S7, system integration and docking: Based on the integration of three networks and four meters in one, it is seamlessly integrated and connected with the existing power system and third-party service platforms to expand the scope and depth of energy services.

[0005] Furthermore, in step S1, the basic user information includes user security authentication information, address information and station information, wherein the user authentication information adopts a multi-factor authentication mechanism.

[0006] Furthermore, in step S2, the services include new electricity consumption, capacity expansion electricity consumption, special electricity consumption, fault reporting, power facility relocation, electricity fee inquiry, electricity fee payment, prepayment, electricity consultation, distributed power source access, smart meter related, energy efficiency evaluation and service evaluation.

[0007] Furthermore, in step S2, graphics, texts and videos are introduced to display the business processing procedures in a diversified manner.

[0008] Furthermore, in step S3, users are supported to remotely control smart electrical devices through Internet of Things technology.

[0009] Furthermore, in step S3, when the power system database and the unified online platform perform real-time data transmission, the data is encrypted.

[0010] Furthermore, in step S5, big data technology is used to construct user portraits and analyze electricity consumption behaviors.

[0011] Furthermore, in step S7, based on the two-way access channels of the user-side radio and television network, telecommunication network and the Internet, energy value-added services are provided, meter reading data of water, electricity, gas and heat are uniformly collected, and energy statistics, online payment and energy efficiency analysis services are uniformly arranged.

[0012] Due to the adoption of the above technical scheme, the beneficial effects of the present invention are as follows: the present invention adopts a service method of an online unified platform, and through the online unified platform, the public is provided with user information management, business handling guidance, real-time data interaction, intelligent customer support, personalized service push, user feedback processing, system integration and docking and other comprehensive business service functions, which facilitates the power company to uniformly manage and unify the service level, improves the customer's electricity comfort, has good service quality, and reduces service costs, and facilitates the public to handle all businesses and understand the business processing progress in real time, so that they have a clear idea, and the service quality is greatly improved; the present invention adopts business handling process guidance, which facilitates the public with different Internet levels to quickly handle various businesses; the present invention adopts personalized service push, which facilitates the power company to promote and apply smart grid and new energy technologies, and adapts to the needs of the development of new power technologies; the present invention adopts intelligent customer service support, which reduces service costs and is convenient for the public with different Internet levels to use by transferring to manual customer service; the present invention adopts user feedback processing to effectively improve the public's good experience of power services; the present invention adopts system integration and docking to carry out cooperative business with third-party service platforms, and expand the service scope and depth of electric energy; in general, the present invention has the advantages of unified service level, good service quality, low management and service costs, and simple and convenient business handling. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] Figure 1 It is a block diagram of the method composition of the present invention. DETAILED DESCRIPTION

[0014] The technical solution of the present invention is further specifically described below through embodiments and in conjunction with the accompanying drawings.

[0015] like Figure 1 As shown, the present invention provides a comprehensive service method for online interactive business of a power system, including a power system database and a unified online platform, and the following steps are implemented on the basis of the power system database and the unified online platform: S1, User Information Management: Establish a comprehensive user information database, including basic user information, abnormal user information, electricity usage information, business processing records and system push information.

[0016] Among them, the basic user information includes user security authentication information, address information and station area information, among which the user authentication information adopts a multi-factor authentication mechanism to improve the security of the system platform.

[0017] S2, business processing guidance: Based on user needs and system preset rules, provide users with clear business processing process guidance, including online application, information submission, progress inquiry and online modification.

[0018] Among them, the business includes new electricity consumption, capacity expansion electricity consumption, special electricity consumption, fault reporting, power facility relocation, electricity bill inquiry, electricity bill payment, prepayment, electricity consumption consultation, distributed power supply access, smart meter related, energy efficiency assessment and service assessment, etc.

[0019] Among them, on the basis of existing common services such as payment and fault reporting, new services such as distributed power supply access and smart meters are added to promote the public's understanding and participation in smart grid and new energy technologies and adapt to the development needs of new power technologies.

[0020] Among them, the business process guidance uses pictures, texts, and videos to display the business process in a diversified way, making it convenient for people with different levels of Internet knowledge to operate and use it by themselves.

[0021] S3, real-time data interaction: Realize real-time data transmission between the power system database and the unified online platform, so that users can obtain electricity consumption, electricity charges and power outage notification information actively pushed by the system in a timely manner, and support users to remotely control their smart power devices.

[0022] Among them, it supports users to remotely control smart power equipment through Internet of Things technology, and promotes the coordinated cooperation and development of power grid technology and Internet of Things technology.

[0023] Among them, when real-time data is transmitted between the power system database and the unified online platform, the data is encrypted to ensure data security and the security of the power system database.

[0024] S4, intelligent customer service support: Introduce an intelligent customer service system to answer users' common questions through natural language processing technology, adapt to the trend of unattended development, but transfer users' questions or complex questions to manual customer service.

[0025] S5, personalized service push: Based on user portrait and electricity consumption behavior analysis, personalized electricity consumption suggestions, preferential policies and new business introduction information are pushed to users.

[0026] Among them, big data technology is used to build user portraits and analyze electricity consumption behaviors. Through big data technology, user information in the power system database is analyzed and processed to obtain more accurate user portraits and electricity consumption behavior analysis, and then personalized services are pushed accurately to avoid wasting resources.

[0027] Among them, personalized services are provided to facilitate the use of people with different electricity needs, enriching the business and service methods provided by the power company.

[0028] S6, User Feedback Processing: timely collect user feedback and complaints, classify and comprehensively process and track them to ensure that the problems are effectively resolved, and provide real-time feedback on the tracking progress and processing results to users through information push and online query.

[0029] S7, system integration and docking: Based on the integration of three networks and four meters in one, it is seamlessly integrated and connected with the existing power system and third-party service platforms to expand the scope and depth of energy services.

[0030] Among them, based on the two-way access channels of the radio and television network, telecommunications network and the Internet on the user side, value-added energy services are carried out, meter reading data of water, electricity, gas and heat are collected in a unified manner, and energy statistics, online payment and energy efficiency analysis services are arranged in a unified manner.

[0031] In summary, the present invention uses a service method of an online unified platform to uniformly perform user information management, business handling guidance, real-time data interaction, intelligent customer support, personalized service push, user feedback processing, system integration and docking and other comprehensive business service functions for the people through an online unified platform, which is convenient for the power company to uniformly manage and unify the service level, improve the customer's electricity comfort, have good service quality, and reduce service costs, so that the people can handle all businesses and understand the business processing progress in real time, so that they can know what is going on, and the service quality is greatly improved; the present invention guides the business handling process, which is convenient for people with different Internet levels to quickly handle various businesses; the present invention facilitates the promotion and application of smart grids and new energy technologies by personalized service push, and adapts to the needs of the development of new power technologies by power companies; the present invention reduces service costs through intelligent customer service support, and is convenient for people with different Internet levels to use by transferring to manual customer service; the present invention effectively improves the people's good experience of power services through user feedback processing; the present invention carries out cooperative business with third-party service platforms through system integration and docking, and expands the service scope and depth of electric energy; in general, the present invention has the advantages of unified service level, good service quality, low management and service costs, and simple and convenient business handling.

[0032] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention rather than to limit it. Although the present invention has been described in detail with reference to the above embodiments, those skilled in the art should understand that the specific implementation modes of the present invention can still be modified or replaced by equivalents, and any modification or equivalent replacement that does not depart from the spirit and scope of the present invention should be included in the scope of the claims of the present invention.

Claims

1. A comprehensive service method for online interactive business of a power system, comprising a power system database and a unified online platform, characterized in that: The following steps are also included: S1, User information management: Establish a comprehensive user information database, including basic user information, abnormal user information, electricity usage information, business handling records and system push information; S2, Business Processing Guidance: Based on user needs and system preset rules, provide users with clear business process guidance, including online application, document submission, progress inquiry and online modification; S3, real-time data interaction: Realize real-time data transmission between the power system database and the unified online platform, so that users can obtain power consumption, electricity charges and power outage notification information actively pushed by the system in a timely manner, and support users to remotely control their smart power devices; S4, intelligent customer service support: Introduce an intelligent customer service system to answer common user questions through natural language processing technology, and transfer complex questions raised by users to manual customer service; S5, personalized service push: based on user portrait and electricity consumption behavior analysis, personalized electricity consumption suggestions, preferential policies and new business introduction information are pushed to users; S6, User Feedback Processing: timely collect user feedback and complaints, classify and comprehensively process them, and track them to ensure that the problems are effectively solved. The tracking progress and processing results will be fed back to users in real time through information push and online query; S7, system integration and docking: Based on the integration of three networks and four meters in one, it is seamlessly integrated and connected with the existing power system and third-party service platforms to expand the scope and depth of energy services.

2. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In step S1, the basic user information includes user security authentication information, address information and station area information, wherein the user authentication information adopts a multi-factor authentication mechanism.

3. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In step S2, the services include new electricity consumption, capacity expansion electricity consumption, special electricity consumption, fault reporting, power facility relocation, electricity fee inquiry, electricity fee payment, prepayment, electricity consultation, distributed power supply access, smart meter related, energy efficiency evaluation and service evaluation.

4. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In the step S2, pictures, texts and videos are introduced to display the business handling process in a diversified manner.

5. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In the step S3, users are supported to remotely control smart power devices through the Internet of Things technology.

6. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In step S3, when the power system database and the unified online platform perform real-time data transmission, the data is encrypted.

7. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In step S5, big data technology is used to build user portraits and analyze electricity consumption behaviors.

8. The method for providing integrated online interactive services for electric power systems according to claim 1, characterized in that: In step S7, based on the two-way access channels of the user-side radio and television network, telecommunication network and the Internet, energy value-added services are provided, meter reading data of water, electricity, gas and heat are uniformly collected, and energy statistics, online payment and energy efficiency analysis services are uniformly arranged.

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