Sensitive customer management method and device based on work order

Abstract

The present application provides a sensitive customer management method and device based on work orders, which relates to the field of data processing technology and solves the technical problem of low data processing efficiency for sensitive customers. The method includes: analyzing the sensitive point data of the target sensitive customer through an AI system according to the historical service work order data corresponding to the target sensitive customer, and recording the sensitive point data into the sensitive database corresponding to the power service system; in response to the power service system manually performing a target dialogue service on the target sensitive customer, analyzing the voice content and sensitive point data of the target sensitive customer corresponding to the current target dialogue service through the AI ​​system, and generating dialogue suggestion data for avoiding sensitive point data in the state of the current target dialogue service; transmitting the dialogue suggestion data to the staff terminal corresponding to the manual, so that the target staff corresponding to the staff terminal performs the target dialogue service on the target sensitive customer based on the dialogue suggestion data.

Description

Technical Field

[0001] The present application relates to the field of data processing technology, and in particular to a sensitive customer management method and device based on work orders. Background Art

[0002] At present, the customer service hotline of the power grid customer service center integrates automatic and manual services to provide customers with 24-hour uninterrupted, comprehensive one-stop service. The main services provided include: fault reporting, electricity bill inquiry, electricity business consultation, complaints, reports and suggestions, etc.

[0003] In the process of providing services to customers, sensitive customers are often encountered, such as customers in high-risk industries, high-net-worth customers, customers who express strong negative emotions, customers who tend to complain, or customers who have difficulty dealing with robots, etc. At present, the power service system has low data processing efficiency for sensitive customers in the process of serving such sensitive customers. Summary of the invention

[0004] The purpose of the present invention is to provide a sensitive customer management method and device based on work orders to solve the technical problem of low data processing efficiency for sensitive customers.

[0005] In a first aspect, the present application provides a sensitive customer management method based on a work order, wherein a power service system includes multiple customers, a designated customer among the multiple customers is set as a sensitive customer, and each of the sensitive customers corresponds to service work order data generated during the power service process; the method comprises:

[0006] Obtaining historical service work order data corresponding to a target sensitive customer among the plurality of sensitive customers;

[0007] Analyzing the sensitive point data of the target sensitive customer through an artificial intelligence (AI) system according to the historical service work order data, and recording the sensitive point data into a sensitive database corresponding to the power service system;

[0008] In response to the electric power service system manually performing a target dialogue service on the target sensitive customer, the AI ​​system analyzes the speech content of the target sensitive customer corresponding to the current target dialogue service and the sensitive point data, and generates dialogue suggestion data for avoiding the sensitive point data in the state of the current target dialogue service;

[0009] The dialogue suggestion data is transmitted to the staff terminal corresponding to the manual work, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the dialogue suggestion data.

[0010] In a possible implementation, each staff member in the power service system corresponds to a respective preset authority range; after obtaining the historical service work order data corresponding to the target sensitive customer among the plurality of sensitive customers, the method further includes:

[0011] In response to the power service system manually performing a target dialogue service on the target sensitive customer, retrieving the most recent historical service work order data of the target sensitive customer;

[0012] Based on the recent historical service work order data and the voice content of the target sensitive customer corresponding to the current target dialogue service, predicting the service needs of the target sensitive customer through the AI ​​system;

[0013] Determine the target preset authority range of the target staff member corresponding to the manual work, and judge whether the demand for service exceeds the target preset authority range according to the demand for service and the target preset authority range;

[0014] If the demand to be serviced exceeds the target preset authority range, an authority exceeded prompt message is issued through the power service system.

[0015] In a possible implementation, after the power service system issues the authority exceeded prompt information, the method further includes:

[0016] According to the authority exceeded prompt information and the information of the target staff member, determining a target other staff member who has the authority corresponding to the service demand from a plurality of other staff members other than the target staff member;

[0017] A voice access instruction for the target dialogue service is sent to the terminal of the target other staff member, so that the target other staff member can immediately conduct voice connection with the target sensitive customer when the target sensitive customer raises the service demand.

[0018] In a possible implementation, after the power service system issues the authority exceeded prompt information, the method further includes:

[0019] According to the authority exceeded prompt information and the information of the target staff member, determine the target superior staff member who has the authority corresponding to the service demand from multiple superior staff members of the target staff member, and send a permission request for the service demand to the terminal of the target superior staff member;

[0020] According to the permission request, a pre-authorization instruction corresponding to the permission request of the target staff member is sent to the power service system through the terminal of the target superior staff member;

[0021] In response to the voice data of the target sensitive customer raising the service demand in the target dialogue service, the target staff is granted authority for the service demand according to the pre-authorization instruction.

[0022] In a possible implementation, there are multiple types of service requirements, multiple types of permissions corresponding to the service requirements, and multiple types of pre-authorization instructions; in response to the voice data of the service requirement proposed by the target sensitive customer in the target dialogue service, the step of granting the target staff member the permission for the service requirement according to the pre-authorization instruction includes:

[0023] In response to the target sensitive customer in the target dialogue service raising voice data of a target service requirement among the multiple service requirements, determining a target pre-authorization instruction corresponding to the target service requirement among the multiple pre-authorization instructions;

[0024] According to the target pre-authorization instruction, the target staff is granted target authority for the target service demand.

[0025] In a possible implementation, the target dialogue service is related to a fault event, and the fault event is a fault event that occurs in the power system corresponding to the target sensitive customer; after acquiring the historical service work order data corresponding to the target sensitive customer among the multiple sensitive customers, the method further includes:

[0026] In response to the electric power service system manually performing the target dialogue service on the target sensitive customer, retrieving the most recent historical service work order data of the target sensitive customer;

[0027] According to the sensitive point data, the voice content of the target sensitive customer corresponding to the current target dialogue service, and the recent historical service work order data, the AI ​​system determines whether to start the conference service mode for the target sensitive customer;

[0028] If it is determined to turn on the conference service mode, a voice simultaneous access instruction for the target dialogue service is sent to the terminal of at least one fault staff member related to the fault event, so that the target staff member and at least one of the fault staff members can simultaneously conduct voice connection with the target sensitive customer through the conference service mode.

[0029] In one possible implementation, the method further includes:

[0030] In response to the power service system manually performing a target dialogue service on the target sensitive customer, the AI ​​system translates a portion of the voice content with a dialect in the current service dialogue voice content corresponding to the target sensitive customer to obtain a translation result;

[0031] The Mandarin voice data corresponding to the translation result is transmitted to the staff terminal corresponding to the manual operation, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the Mandarin voice data.

[0032] In a second aspect, the present application provides a sensitive customer management device based on a work order, wherein a power service system includes multiple customers, a designated customer among the multiple customers is set as a sensitive customer, and each of the sensitive customers corresponds to service work order data generated during the power service process; the device includes:

[0033] An acquisition module, used to acquire historical service work order data corresponding to a target sensitive customer among the plurality of sensitive customers;

[0034] An analysis module, used to analyze the sensitive point data of the target sensitive customer through an AI system according to the historical service work order data, and record the sensitive point data into a sensitive database corresponding to the power service system;

[0035] A generating module, configured to analyze, in response to the power service system manually performing a target dialogue service on the target sensitive customer, the speech content of the target sensitive customer corresponding to the current target dialogue service and the sensitive point data through the AI ​​system, and generate dialogue suggestion data for avoiding the sensitive point data in the state of the current target dialogue service;

[0036] A transmission module is used to transmit the dialogue suggestion data to the staff terminal corresponding to the manual work, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the dialogue suggestion data.

[0037] In a third aspect, the present application provides an electronic device, comprising a memory and a processor, wherein the memory stores a computer program executable on the processor, and when the processor executes the computer program, the method described in the first aspect is implemented.

[0038] In a fourth aspect, the present application further provides a computer-readable storage medium, which stores computer-executable instructions. When the computer-executable instructions are called and executed by a processor, the computer-executable instructions prompt the processor to execute the method described in the first aspect.

[0039] This application brings the following beneficial effects:

[0040] The present application provides a sensitive customer management method and device based on work orders. The power service system includes multiple customers, and designated customers among the multiple customers are set as sensitive customers. Each sensitive customer corresponds to service work order data generated during the power service process. The method can obtain historical service work order data corresponding to a target sensitive customer among the multiple sensitive customers, analyze the sensitive point data of the target sensitive customer through an AI system based on the historical service work order data, and record the sensitive point data in a sensitive database corresponding to the power service system. In response to the power service system manually performing a target dialogue service on the target sensitive customer, the AI ​​system analyzes the voice content and sensitive point data of the target sensitive customer corresponding to the current target dialogue service, and generates a sensitive data for the current target sensitive customer. The AI ​​system can analyze the sensitive point data of sensitive customers through in-depth analysis of the service work order data of sensitive customers, and then analyze the voice content and sensitive point data of the current target dialogue service through the AI ​​system, so as to generate dialogue suggestion data for avoiding the sensitive point data in the state of the current target dialogue service, thereby realizing accurate identification and efficient management of sensitive customers, and then improving the data processing efficiency of sensitive customers.

[0041] In order to make the above-mentioned objects, features and advantages of the present application more obvious and easy to understand, preferred embodiments are specifically cited below and described in detail with reference to the attached drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0042] In order to more clearly illustrate the specific implementation methods of the present application or the technical solutions in the prior art, the drawings required for use in the specific implementation methods or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are some implementation methods of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0043] Figure 1 A flowchart of a sensitive customer management method based on a work order provided in an embodiment of the present application;

[0044] Figure 2 Another flowchart of a sensitive customer management method based on a work order provided in an embodiment of the present application;

[0045] Figure 3A schematic diagram of the structure of a sensitive customer management device based on a work order provided in an embodiment of the present application;

[0046] Figure 4 A schematic structural diagram of an electronic device provided in an embodiment of the present application is shown. DETAILED DESCRIPTION

[0047] In order to make the purpose, technical solution and advantages of the embodiments of the present application clearer, the technical solution of the present application will be clearly and completely described below in conjunction with the accompanying drawings. Obviously, the described embodiments are part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present application.

[0048] The terms "including" and "having" and any variations thereof mentioned in the embodiments of the present application are intended to cover non-exclusive inclusions. For example, a process, method, system, product or device including a series of steps or units is not limited to the listed steps or units, but may optionally include other steps or units that are not listed, or may optionally include other steps or units that are inherent to these processes, methods, products or devices.

[0049] At present, the data processing efficiency of sensitive customers is low. Based on this, the embodiment of the present application provides a sensitive customer management method and device based on a work order, which can solve the technical problem of low data processing efficiency of sensitive customers.

[0050] The embodiments of the present invention are further described below in conjunction with the accompanying drawings.

[0051] Figure 1 A flowchart of a sensitive customer management method based on work orders provided in an embodiment of the present application. The power service system includes multiple customers, and designated customers among the multiple customers are set as sensitive customers. Each sensitive customer corresponds to service work order data generated during the power service process. Figure 1 As shown, the method includes:

[0052] Step S110, obtaining historical service work order data corresponding to a target sensitive customer among multiple sensitive customers.

[0053] When reading service ticket data, first clarify which customers' historical service ticket data needs to be collected, including the time range and specific content of the data (such as service type, problem description, processing results, etc.). For sensitive customer data collection, it is usually necessary to obtain the customer's explicit consent. This can be done in written or electronic form to ensure that the customer understands how the data will be used and agrees to these uses.

[0054] In the process of acquiring service ticket data, for the distribution and tracking of service ticket data, for example, based on the type and urgency of the service ticket data, an intelligent distribution algorithm A is used to distribute the ticket to the most suitable service personnel. In the distribution process, factors such as the service personnel's professional skills, current workload, and historical processing records can be considered.

[0055] For the identification and management of sensitive customers, for example, a sensitive customer identification model can be built to comprehensively analyze information such as work order content and customer history to score and classify customers. For sensitive customers with high scores, the system automatically marks them and triggers special management measures.

[0056] Step S120: Analyze the sensitive point data of the target sensitive customers through the AI ​​system based on the historical service work order data, and record the sensitive point data into the sensitive database corresponding to the power service system.

[0057] Among them, sensitive data may include customer personal information, billing details, service complaint history, etc. The information on these sensitive points can be collected from multiple channels such as previous service records and customer feedback.

[0058] In actual applications, the sensitive data points of the sensitive customer are analyzed through the AI ​​system based on the historical work order data, and the sensitive data points are transmitted to the power service system so that the power service system can avoid the sensitive data points when providing services to the sensitive customer.

[0059] For the analysis process of service ticket data, for example, natural language processing (NLP) technology can be used to pre-process the ticket text by word segmentation and part-of-speech tagging. Then, the key information in the ticket is extracted by constructing a keyword library and regular expressions. For sensitive information, such as ID card number, bank card number, etc., a desensitization algorithm is used for processing. For example, the above process can be implemented by the following formula: .

[0060] Step S130, in response to the power service system manually performing a target dialogue service on a target sensitive customer, the AI ​​system analyzes the voice content and sensitive point data of the target sensitive customer corresponding to the current target dialogue service, and generates dialogue suggestion data for avoiding sensitive point data in the current state of the target dialogue service.

[0061] As a possible implementation method, when the power service system manually performs dialogue service for the sensitive customer, the AI ​​system generates dialogue suggestion data that avoids the sensitive data point based on the sensitive data point and the current service dialogue voice content corresponding to the sensitive customer.

[0062] For example, a sensitive point detection model is first established, that is, based on the collected sensitive point data, a natural language processing (NLP) model is trained, which can identify and classify sensitive information in the conversation. This model should be able to: detect sensitive words or phrases appearing in the conversation; analyze the emotional tendency of the conversation; determine whether it may cause customer dissatisfaction or discomfort; identify potential problem patterns and predict the direction of the conversation. Then perform real-time conversation analysis. When the AI ​​system is talking to the target sensitive customer, the sensitive point detection model is applied in real time to analyze the conversation content. The key to this step is to quickly and accurately process a large amount of conversation data and respond in time. Then generate conversation suggestions, that is, automatically generate conversation suggestions based on the output of the sensitive point detection model to help customer service representatives or AI systems adjust conversation strategies to avoid touching the customer's sensitive points. These suggestions may include: changing the topic or discussion direction; using more positive language expressions; providing solutions or compensation measures to resolve customer dissatisfaction, etc. The system can also perform a conversation record and feedback loop, that is, after each conversation, record the conversation content and actions taken for subsequent analysis and model optimization. By continuously learning new cases, the accuracy of the sensitive point detection model and the effectiveness of conversation suggestions can be improved. Finally, customer satisfaction monitoring can be performed, such as regularly collecting customer feedback, monitoring changes in customer satisfaction, and ensuring that service improvement measures have truly achieved the expected results.

[0063] For the analysis process of sensitive point data, for example, the description of sensitive point data can be input into the text classification model M, and the model outputs the type and urgency of the sensitive point data based on the keywords and context information in the description of the sensitive point data. At the same time, the named entity recognition (NER) technology is used to extract key entities from the problem description.

[0064] Step S140 , transmitting the dialogue suggestion data to the staff terminal corresponding to the human, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the dialogue suggestion data.

[0065] In practical applications, dialogue suggestion data that can circumvent the sensitive data point may be issued and / or displayed, so that the power service system manually performs dialogue services on the sensitive customer based on the dialogue suggestion data.

[0066] In an embodiment of the present application, the AI ​​system can deeply analyze the service work order data of sensitive customers to analyze the sensitive point data of sensitive customers, and then analyze the voice content and sensitive point data of the current target dialogue service through the AI ​​system, and can generate dialogue suggestion data for avoiding the sensitive point data under the state of the current target dialogue service, thereby achieving accurate identification and efficient management of sensitive customers, and then improving the data processing efficiency of sensitive customers, thereby optimizing the service quality of the power service system.

[0067] The above steps are described in detail below.

[0068] In some embodiments, each staff member in the power service system has a corresponding preset authority range; Figure 2 As shown, after the above step S110, the method may further include the following steps:

[0069] Step a), in response to the electric power service system manually performing a target dialogue service on a target sensitive customer, retrieving the most recent historical service work order data of the target sensitive customer;

[0070] Step b), based on the recent historical service work order data and the voice content of the target sensitive customer corresponding to the current target dialogue service, the AI ​​system is used to predict the target sensitive customer's service needs;

[0071] Step c), determining the target preset authority range of the target staff member corresponding to the manual work, and judging whether the service demand exceeds the target preset authority range according to the service demand and the target preset authority range;

[0072] Step d): if the service demand exceeds the target preset authority range, an authority exceeded prompt message is issued through the power service system.

[0073] As a possible implementation method, when the power service system manually performs dialogue service for the sensitive customer, the recent historical work order data of the sensitive customer can be retrieved; the AI ​​system predicts the service demand of the sensitive customer based on the current service dialogue voice content corresponding to the sensitive customer and the recent historical work order data, and judges whether the service demand exceeds the target preset authority range based on the service demand and the target preset authority range of the target staff member corresponding to the manual service; if the service demand exceeds the target preset authority range, an authority exceeding prompt message is sent to the power service system. In this way, the power service system can promptly discover the lack of authority of the staff in the process of performing dialogue service for sensitive customers, so as to avoid affecting the service efficiency of sensitive customers due to the lack of authority of the staff.

[0074] In some embodiments, after the above step d), the method may further include the following steps:

[0075] Step h), according to the authority exceeded prompt information and the information of the target staff member, determining the target other staff member who has the authority corresponding to the service demand from a plurality of other staff members other than the target staff member;

[0076] Step i) sends a voice access instruction for the target dialogue service to the terminal of the target other staff member, so that the target other staff member can immediately conduct voice connection with the target sensitive customer when the target sensitive customer raises a service demand.

[0077] In actual applications, the power service system can determine the target other staff member who has the corresponding authority to the service demand from multiple other staff members other than the target staff member based on the authority exceeded prompt information and the information of the target staff member, and send a voice intervention instruction for the dialogue service to the terminal of the target other staff member, so that the target other staff member can connect with the sensitive customer. Through this processing method, AI can determine in advance whether the business requires authority based on the current service dialogue content, so as to prepare service connection personnel with authority in advance, and further improve the service efficiency and data processing efficiency of the power service system.

[0078] In some embodiments, after the above step d), the method may further include the following steps:

[0079] Step e), according to the permission exceeded prompt information and the information of the target staff member, determining the target superior staff member who has the permission corresponding to the service demand from multiple superior staff members of the target staff member, and sending a permission request for the service demand to the terminal of the target superior staff member;

[0080] Step f), sending a pre-authorization instruction corresponding to the authority request of the target staff member to the power service system through the terminal of the target superior staff member according to the authority request;

[0081] Step g), in response to the voice data of the target sensitive customer raising the service demand in the target dialogue service, granting the target staff member the authority for the service demand according to the pre-authorization instruction.

[0082] In actual applications, the power service system can determine the target superior staff member who has the authority corresponding to the service demand from the multiple superior staff members of the target staff member according to the authority exceeded prompt information and the information of the target staff member; send a pre-authorization instruction to the target staff member for the service demand to be served to the power service system through the terminal of the target superior staff member; in response to the voice data of the sensitive customer raising the service demand in the dialogue service, grant the target staff member the authority for the service demand according to the pre-authorization instruction. Through this processing method, AI can judge in advance whether the business requires authority, etc. according to the current service dialogue content, so that the current staff member can have the authority in advance, thereby saving the time of sensitive customers waiting for authorized staff, and further improving the service efficiency and data processing efficiency of the power service system.

[0083] In some embodiments, there are multiple types of service requirements, multiple types of permissions corresponding to the service requirements, and multiple types of pre-authorization instructions; after the above step g), the method may further include the following steps:

[0084] Step j), in response to voice data of a target service requirement among multiple service requirements proposed by a target sensitive customer in a target conversation service, determining a target pre-authorization instruction corresponding to the target service requirement from among multiple pre-authorization instructions;

[0085] Step k), granting target authority for the target service demand to the target staff member according to the target pre-authorization instruction.

[0086] In actual application, in response to the voice data of the target service demand among the multiple service demands raised by the sensitive customer in the conversation service, the target pre-authorization instruction corresponding to the target service demand is determined among the multiple pre-authorization instructions; and the target staff member is granted the target authority for the target service demand according to the target pre-authorization instruction. Through this processing method, the granting of target authority can be more accurate and the granting of wrong authority content can be avoided.

[0087] In some embodiments, the target dialogue service is related to a fault event, and the fault event is a fault event that occurs in the power system corresponding to the target sensitive customer; after the above step S110, the method may further include the following steps:

[0088] Step 1), in response to the electric power service system manually performing a target dialogue service on a target sensitive customer, retrieving the most recent historical service work order data of the target sensitive customer;

[0089] Step m), judging whether to open the conference service mode for the target sensitive customer through the AI ​​system according to the sensitive point data, the voice content of the target sensitive customer corresponding to the current target dialogue service, and the recent historical service work order data;

[0090] Step n), if it is determined to start the conference service mode, a simultaneous voice access instruction for the target dialogue service is sent to the terminal of at least one fault worker related to the fault event, so that the target worker and at least one fault worker can simultaneously conduct voice connection with the target sensitive customer through the conference service mode.

[0091] As a possible implementation method, when the power service system manually performs dialogue service for the sensitive customer, in response to a fault event in the power system corresponding to the sensitive customer, the AI ​​system determines whether to enable a conference service mode for the sensitive customer based on the current service dialogue voice content corresponding to the sensitive customer, the sensitive data point, and the recent historical work order data; if the conference service mode is enabled, a voice intervention instruction for the dialogue service is sent to the terminal of at least one fault worker related to the fault event, so that the target worker and at least one of the fault workers can simultaneously connect with the sensitive customer through the conference service mode.

[0092] Through this processing method, AI can determine in advance whether the business requires permission based on the current service conversation content, so that authorized staff can enter the conversation with the sensitive customer in advance, thereby saving the sensitive customer waiting time for authorized staff to enter the conversation, and further improving the service efficiency and data processing efficiency of the power service system.

[0093] In some embodiments, the method may further include the following steps:

[0094] Step o), in response to the electric power service system manually performing a target dialogue service on a target sensitive customer, the AI ​​system translates a portion of the voice content with a dialect in the current service dialogue voice content corresponding to the target sensitive customer to obtain a translation result;

[0095] Step p) transmits Mandarin voice data corresponding to the translation result to the corresponding staff terminal, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the Mandarin voice data.

[0096] When the power service system manually performs dialogue service for the sensitive customer, the AI ​​system translates the dialect-containing voice content in the current service dialogue voice content corresponding to the sensitive customer, obtains the translation result, and sends out the Mandarin voice data corresponding to the translation result, so that the power service system manually performs dialogue service for the sensitive customer based on the Mandarin voice data, thereby improving the service efficiency and data processing efficiency of the power service system.

[0097] Figure 3 A structural diagram of a sensitive customer management device based on a work order is provided. The power service system includes multiple customers, and designated customers among the multiple customers are set as sensitive customers. Each of the sensitive customers corresponds to service work order data generated during the power service process. Figure 3 As shown, the sensitive customer management device 300 based on the work order includes:

[0098] An acquisition module 301 is used to acquire historical service work order data corresponding to a target sensitive customer among the plurality of sensitive customers;

[0099] An analysis module 302 is used to analyze the sensitive point data of the target sensitive customer through an AI system according to the historical service work order data, and record the sensitive point data into a sensitive database corresponding to the power service system;

[0100] A generation module 303 is used for analyzing the speech content of the target sensitive customer corresponding to the current target dialogue service and the sensitive point data through the AI ​​system in response to the power service system manually performing the target dialogue service on the target sensitive customer, and generating dialogue suggestion data for avoiding the sensitive point data in the state of the current target dialogue service;

[0101] The transmission module 304 is used to transmit the dialogue suggestion data to the staff terminal corresponding to the manual operation, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the dialogue suggestion data.

[0102] The work order-based sensitive customer management device provided in the embodiment of the present application has the same technical features as the work order-based sensitive customer management method provided in the above-mentioned embodiment, so it can also solve the same technical problems and achieve the same technical effects.

[0103] An electronic device provided in an embodiment of the present application is Figure 4 As shown, the electronic device 400 includes a processor 402 and a memory 401, wherein the memory stores a computer program that can be run on the processor, and the processor implements the steps of the method provided in the above embodiment when executing the computer program.

[0104] See also Figure 4 The electronic device further includes: a bus 403 and a communication interface 404, a processor 402, a communication interface 404 and a memory 401 are connected via the bus 403; the processor 402 is used to execute an executable module stored in the memory 401, such as a computer program.

[0105] The memory 401 may include a high-speed random access memory (RAM), and may also include a non-volatile memory, such as at least one disk storage. The communication connection between the system network element and at least one other network element is realized through at least one communication interface 404 (which may be wired or wireless), and the Internet, wide area network, local area network, metropolitan area network, etc. may be used.

[0106] The bus 403 may be an ISA bus, a PCI bus, or an EISA bus, etc. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 4 Only one bidirectional arrow is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0107] Among them, the memory 401 is used to store programs, and the processor 402 executes the program after receiving the execution instruction. The method executed by the device defined by the process disclosed in any embodiment of the present application can be applied to the processor 402 or implemented by the processor 402.

[0108] The processor 402 may be an integrated circuit chip with signal processing capabilities. In the implementation process, each step of the above method can be completed by the hardware integrated logic circuit or software instructions in the processor 402. The above processor 402 can be a general-purpose processor, including a central processing unit (CPU), a network processor (NP), etc.; it can also be a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field programmable gate array (FPGA) or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components. The methods, steps and logic block diagrams disclosed in the embodiments of the present application can be implemented or executed. The general processor can be a microprocessor or the processor can also be any conventional processor, etc. The steps of the method disclosed in the embodiments of the present application can be directly embodied as a hardware decoding processor to execute, or the hardware and software modules in the decoding processor are combined to execute. The software module may be located in a storage medium mature in the art such as a random access memory, a flash memory, a read-only memory, a programmable read-only memory, or an electrically erasable programmable memory, a register, etc. The storage medium is located in the memory 401, and the processor 402 reads the information in the memory 401 and completes the steps of the above method in combination with its hardware.

[0109] Corresponding to the above-mentioned work order-based sensitive customer management method, an embodiment of the present application also provides a computer-readable storage medium, which stores computer-executable instructions. When the computer-executable instructions are called and executed by a processor, the computer-executable instructions prompt the processor to execute the steps of the above-mentioned work order-based sensitive customer management method.

[0110] The sensitive customer management device based on work orders provided in the embodiments of the present application can be specific hardware on the device or software or firmware installed on the device. The implementation principle and technical effects of the device provided in the embodiments of the present application are the same as those of the aforementioned method embodiments. For the sake of brief description, for matters not mentioned in the device embodiment, reference can be made to the corresponding contents in the aforementioned method embodiments. Technical personnel in the relevant field can clearly understand that for the convenience and conciseness of description, the specific working processes of the systems, devices and units described above can all refer to the corresponding processes in the aforementioned method embodiments, and will not be repeated here.

[0111] In the embodiments provided in the present application, it should be understood that the disclosed devices and methods can be implemented in other ways. The device embodiments described above are merely schematic. For example, the division of the units is only a logical function division. There may be other division methods in actual implementation. For example, multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some communication interfaces, and the indirect coupling or communication connection of the devices or units can be electrical, mechanical or other forms.

[0112] For another example, the flowchart and block diagram in the accompanying drawings show the possible architecture, function and operation of the device, method and computer program product according to multiple embodiments of the present application. In this regard, each box in the flowchart or block diagram can represent a module, a program segment or a part of the code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two consecutive boxes can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or the flowchart, and the combination of the boxes in the block diagram and / or the flowchart can be implemented with a dedicated hardware-based system that performs a specified function or action, or can be implemented with a combination of dedicated hardware and computer instructions.

[0113] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0114] In addition, each functional unit in the embodiments provided in the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

[0115] If the function is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present application can be essentially or partly embodied in the form of a software product that contributes to the prior art. The computer software product is stored in a storage medium, including several instructions to enable a computer device (which can be a personal computer, server, or network device, etc.) to execute all or part of the steps of the sensitive customer management method based on work orders described in each embodiment of the present application. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM), random access memory (RAM), disk or optical disk, etc., and other media that can store program codes.

[0116] It should be noted that similar numbers and letters represent similar items in the following figures. Therefore, once an item is defined in one figure, it does not need to be further defined and explained in subsequent figures. In addition, the terms "first", "second", "third", etc. are only used to distinguish the description and are not to be understood as indicating or implying relative importance.

[0117] Finally, it should be noted that the above-described embodiments are only specific implementation methods of the present application, which are used to illustrate the technical solution of the present application, rather than to limit it. The protection scope of the present application is not limited thereto. Although the present application is described in detail with reference to the aforementioned embodiments, ordinary technicians in the field should understand that any technician familiar with the technical field can still modify the technical solution recorded in the aforementioned embodiments within the technical scope disclosed in the present application, or can easily think of changes, or make equivalent replacements for some of the technical features therein; and these modifications, changes or replacements do not make the essence of the corresponding technical solution deviate from the scope of the technical solution of the embodiment of the present application. They should all be included in the protection scope of the present application. Therefore, the protection scope of the present application shall be based on the protection scope of the claims.

Claims

1. A sensitive customer management method based on work orders, characterized in that: The power service system includes multiple customers, designated customers among the multiple customers are set as sensitive customers, and each of the sensitive customers corresponds to service work order data generated during the power service process; the method includes: Obtaining historical service work order data corresponding to a target sensitive customer among the plurality of sensitive customers; Analyzing the sensitive point data of the target sensitive customer through the AI ​​system according to the historical service work order data, and recording the sensitive point data into the sensitive database corresponding to the power service system; In response to the electric power service system manually performing a target dialogue service on the target sensitive customer, the AI ​​system analyzes the speech content of the target sensitive customer corresponding to the current target dialogue service and the sensitive point data, and generates dialogue suggestion data for avoiding the sensitive point data in the state of the current target dialogue service; The dialogue suggestion data is transmitted to the staff terminal corresponding to the manual work, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the dialogue suggestion data.

2. The method according to claim 1, characterized in that Each staff member in the power service system corresponds to a respective preset authority range; after obtaining the historical service work order data corresponding to the target sensitive customer among the plurality of sensitive customers, the method further includes: In response to the power service system manually performing a target dialogue service on the target sensitive customer, retrieving the most recent historical service work order data of the target sensitive customer; Based on the recent historical service work order data and the voice content of the target sensitive customer corresponding to the current target dialogue service, predicting the service needs of the target sensitive customer through the AI ​​system; Determine the target preset authority range of the target staff member corresponding to the manual work, and judge whether the demand for service exceeds the target preset authority range according to the demand for service and the target preset authority range; If the demand to be serviced exceeds the target preset authority range, an authority exceeded prompt message is issued through the power service system.

3. The method according to claim 2, characterized in that After the power service system issues the authority exceeded prompt information, the method further includes: According to the authority exceeded prompt information and the information of the target staff member, determining a target other staff member who has the authority corresponding to the service demand from a plurality of other staff members other than the target staff member; A voice access instruction for the target dialogue service is sent to the terminal of the target other staff member, so that the target other staff member can immediately conduct voice connection with the target sensitive customer when the target sensitive customer raises the service demand.

4. The method according to claim 2, characterized in that: After the power service system issues the authority exceeded prompt information, the method further includes: According to the authority exceeded prompt information and the information of the target staff member, determine the target superior staff member who has the authority corresponding to the service demand from multiple superior staff members of the target staff member, and send a permission request for the service demand to the terminal of the target superior staff member; According to the permission request, a pre-authorization instruction corresponding to the permission request of the target staff member is sent to the power service system through the terminal of the target superior staff member; In response to the voice data of the target sensitive customer raising the service demand in the target dialogue service, the target staff is granted authority for the service demand according to the pre-authorization instruction.

5. The method according to claim 4, characterized in that There are multiple types of the service requirements, multiple types of permissions corresponding to the service requirements, and multiple types of pre-authorization instructions; in response to the voice data of the service requirements raised by the target sensitive customer in the target dialogue service, the step of granting the target staff member the permission for the service requirements according to the pre-authorization instruction includes: In response to the target sensitive customer in the target dialogue service raising voice data of a target service requirement among the multiple service requirements, determining a target pre-authorization instruction corresponding to the target service requirement among the multiple pre-authorization instructions; According to the target pre-authorization instruction, the target staff is granted target authority for the target service demand.

6. The method according to claim 1, characterized in that The target dialogue service is related to a fault event, and the fault event is a fault event that occurs in the power system corresponding to the target sensitive customer; After acquiring the historical service work order data corresponding to the target sensitive customer among the plurality of sensitive customers, the method further includes: In response to the electric power service system manually performing the target dialogue service on the target sensitive customer, retrieving the most recent historical service work order data of the target sensitive customer; According to the sensitive point data, the voice content of the target sensitive customer corresponding to the current target dialogue service, and the recent historical service work order data, the AI ​​system determines whether to start the conference service mode for the target sensitive customer; If it is determined to turn on the conference service mode, a voice simultaneous access instruction for the target dialogue service is sent to the terminal of at least one fault staff member related to the fault event, so that the target staff member and at least one of the fault staff members can simultaneously conduct voice connection with the target sensitive customer through the conference service mode.

7. The method according to claim 1, characterized in that The method further comprises: In response to the power service system manually performing a target dialogue service on the target sensitive customer, the AI ​​system translates a portion of the voice content with a dialect in the current service dialogue voice content corresponding to the target sensitive customer to obtain a translation result; The Mandarin voice data corresponding to the translation result is transmitted to the staff terminal corresponding to the manual operation, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the Mandarin voice data.

8. A sensitive customer management device based on work orders, characterized in that: The power service system includes multiple customers, designated customers among the multiple customers are set as sensitive customers, and each of the sensitive customers corresponds to service work order data generated during the power service process; the device includes: An acquisition module, used to acquire historical service work order data corresponding to a target sensitive customer among the plurality of sensitive customers; An analysis module, used to analyze the sensitive point data of the target sensitive customer through an AI system according to the historical service work order data, and record the sensitive point data into a sensitive database corresponding to the power service system; A generating module, configured to analyze, in response to the power service system manually performing a target dialogue service on the target sensitive customer, the speech content of the target sensitive customer corresponding to the current target dialogue service and the sensitive point data through the AI ​​system, and generate dialogue suggestion data for avoiding the sensitive point data in the state of the current target dialogue service; A transmission module is used to transmit the dialogue suggestion data to the staff terminal corresponding to the manual work, so that the target staff corresponding to the staff terminal performs the target dialogue service for the target sensitive customer based on the dialogue suggestion data.

9. An electronic device comprising a memory and a processor, wherein the memory stores a computer program that can be run on the processor, characterized in that: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer-executable instructions. When the computer-executable instructions are called and executed by a processor, the computer-executable instructions prompt the processor to execute the method according to any one of claims 1 to 7.

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