Power grid customer service work order processing method, device and equipment and storage medium

Abstract

The invention discloses a power grid customer service work order processing method, device and equipment and a storage medium, and the method comprises the steps: screening out a to-be-processed target customer service work order from all customer service work orders, extracting a work order abstract of the target customer service work order, and determining a work order type of the target customer service work order based on the work order abstract, the processing priorities of the target customer service work orders are determined based on the work order types, the target customer service work orders are processed according to the processing priority sequence, the customer service work orders are automatically screened and classified, the processing priorities are determined, the target customer service work orders are processed according to the processing priority sequence, manual processing is not needed, and the processing efficiency is improved. The work order processing accuracy and efficiency are improved, and the cost is reduced.

Description

Technical Field

[0001] The present invention relates to power grid work order processing technology, and in particular to a power grid customer service work order processing method, device, equipment and storage medium. Background Art

[0002] With the increasing number of customer requests, especially during special periods such as summer, wind and flood prevention, the number of customer service work orders for power grids has increased dramatically. Faced with this situation, traditional manual processing has exposed many shortcomings, such as low processing efficiency, difficulty in responding quickly, and prone to errors. It is difficult to meet the current needs of rapid response and efficient processing, and it does not meet the requirements of digital transformation and optimization of the business environment. Summary of the invention

[0003] The present invention provides a method, device, equipment and storage medium for processing a power grid customer service work order, so as to improve the accuracy and efficiency of work order processing and reduce costs.

[0004] In a first aspect, the present invention provides a method for processing a power grid customer service work order, comprising:

[0005] Filter out the target customer service tickets to be processed from all customer service tickets;

[0006] Extracting a work order summary of the target customer service work order, and determining the work order type of the target customer service work order based on the work order summary;

[0007] Determine the processing priority of the target customer service work order based on the work order type;

[0008] The target customer service work order is processed in the processing priority order.

[0009] Optionally, filter out target customer service tickets to be processed from all customer service tickets, including:

[0010] Filter out the first work order with the business classification of service channel management from all customer service work orders;

[0011] Filtering out a second work order whose business category is customer service problem handling from the first work order;

[0012] From the second work orders, select the work orders whose current processing stage is reply review as the target customer service work orders.

[0013] Optionally, the work order types include electricity business type, consultation query type, opinion type, suggestion type and complaint type.

[0014] Optionally, determining the processing priority of the target customer service work order based on the work order type includes:

[0015] Setting the priority of the target customer service ticket of the complaint type to the first priority;

[0016] Setting the priority of the target customer service tickets of the opinion type and the suggestion type to the second priority;

[0017] The priority of the target customer service work order of the electric business type and the consulting query type is set to the third priority, the first priority is higher than the second priority, and the second priority is higher than the third priority.

[0018] Optionally, processing the target customer service work order includes:

[0019] If the work order type of the target customer service work order is the electricity service type, the consultation query type, the opinion type or the suggestion type, the target customer service work order is transferred to the next link to be processed, and a prompt message is sent to the terminal of the person in charge of the next link to be processed;

[0020] If the work order type of the target customer service work order is a complaint type, the target customer service work order is transferred to manual customer service, and a prompt message is sent to the terminal of the manual customer service.

[0021] Optionally, processing the target customer service work order further includes:

[0022] If the work order type of the target customer service work order is the electricity service type, the consultation query type, the opinion type or the suggestion type, then capturing key information of the target customer service work order;

[0023] Determining whether the key information is missing;

[0024] If so, the target customer service work order is returned to the previous processing link of the current processing link, and a prompt message is sent to the terminal of the person in charge of the previous processing link.

[0025] Optionally, after processing the target customer service ticket, the method further includes:

[0026] Save the processing record of the target customer service work order.

[0027] In a second aspect, the present invention further provides a power grid customer service work order processing device, comprising:

[0028] The work order screening module is used to screen out the target customer service work orders to be processed from all customer service work orders;

[0029] A work order type determination module, used to extract the work order summary of the target customer service work order, and determine the work order type of the target customer service work order based on the work order summary;

[0030] A priority determination module, used to determine the processing priority of the target customer service work order based on the work order type;

[0031] The work order processing module is used to process the target customer service work order according to the processing priority order.

[0032] In a third aspect, the present invention further provides an electronic device, comprising:

[0033] one or more processors;

[0034] A storage device for storing one or more programs;

[0035] When the one or more programs are executed by the one or more processors, the one or more processors implement the power grid customer service work order processing method provided in the first aspect of the present invention.

[0036] In a fourth aspect, the present invention further provides a computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the power grid customer service work order processing method provided in the first aspect of the present invention.

[0037] The power grid customer service work order processing method provided by the present invention selects target customer service work orders to be processed from all customer service work orders, extracts the work order summary of the target customer service work order, determines the work order type of the target customer service work order based on the work order summary, determines the processing priority of the target customer service work order based on the work order type, and processes the target customer service work order in order of processing priority. By automatically screening and classifying the customer service work orders, determining the processing priority, and processing the target customer service work orders in order of processing priority, no manual processing is required, thereby improving the accuracy and efficiency of work order processing and reducing costs.

[0038] It should be understood that the contents described in this section are not intended to identify the key or important features of the embodiments of the present invention, nor are they intended to limit the scope of the present invention. Other features of the present invention will become easily understood through the following description. BRIEF DESCRIPTION OF THE DRAWINGS

[0039] In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the following briefly introduces the drawings required for use in the description of the embodiments. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work.

[0040] Figure 1 A flowchart of a method for processing a power grid customer service work order provided by the present invention;

[0041] Figure 2 A schematic diagram of the structure of a power grid customer service work order processing device provided by the present invention;

[0042] Figure 3The present invention provides a schematic structural diagram of an electronic device.

[0043] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0044] In order to enable those skilled in the art to better understand the scheme of the present invention, the technical scheme in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings 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 should fall within the scope of protection of the present invention.

[0045] It should be noted that the terms "first", "second", etc. in the specification and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present invention described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device that includes a series of steps or units is not necessarily limited to those steps or units that are clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0046] Figure 1 This is a flow chart of a method for processing a power grid customer service work order provided by the present invention. This embodiment is applicable to the case of automatically processing a power grid customer service work order. The method can be executed by a power grid customer service work order processing device provided by an embodiment of the present invention. The device can be implemented by software and / or hardware, and is usually configured in an electronic device, such as Figure 1 As shown, the power grid customer service work order processing method includes the following steps:

[0047] S101. Filter out target customer service work orders to be processed from all customer service work orders.

[0048] In an embodiment of the present invention, all target customer service work orders to be processed are screened out from the customer service system.

[0049] In some embodiments of the present invention, the target customer service work orders to be processed are automatically queried and screened out from all customer service work orders based on the three fixed elements of business classification as "service channel management", business category as "customer problem handling" and current link as "reply review".

[0050] Exemplarily, a first work order with a business category of service channel management is screened out from all customer service work orders, a second work order with a business category of customer service problem handling is screened out from the first work order, and work orders with a current processing link of reply review are screened out from the second work order as target customer service work orders. Exemplarily, a customer service work order may carry a classification tag indicating a business classification, a category tag indicating a business category, and a link tag indicating a current processing link. The first work order may be screened out based on the classification tag, the second work order may be screened out based on the category tag, and the target customer service work order may be screened out based on the link tag.

[0051] S102: Extract the work order summary of the target customer service work order, and determine the work order type of the target customer service work order based on the work order summary.

[0052] In an embodiment of the present invention, a work order summary of a target customer service work order is extracted, and the work order type of the target customer service work order is determined based on the work order summary. Exemplarily, a rule-based matching or deep learning-based method may be used to extract the work order summary, which is not limited in the embodiment of the present invention. Exemplarily, the work order summary includes keywords representing the work order type, and the work order type of the target customer service work order is determined by keyword matching.

[0053] Exemplarily, in some embodiments of the present invention, the work order types include electricity service type, consultation query type, opinion type, suggestion type and complaint type.

[0054] S103. Determine the processing priority of the target customer service work order based on the work order type.

[0055] In an embodiment of the present invention, each type of customer service work order has a corresponding priority, and the priority represents the priority order for processing the work order. The higher the priority, the more important the work order is and the more priority is required. Exemplarily, a mapping relationship between work order type and priority can be established in advance. After determining the work order type of the target customer service work order, the processing priority of the target customer service work order is determined according to the mapping relationship.

[0056] Exemplarily, in some embodiments of the present invention, the priority of the target customer service work orders of complaint type is set to the first priority, the priority of the target customer service work orders of opinion type and suggestion type is set to the second priority, and the priority of the target customer service work orders of telephone service type and consulting inquiry type is set to the third priority. The first priority is higher than the second priority, and the second priority is higher than the third priority.

[0057] S104. Process the target customer service work order in order of processing priority.

[0058] In the embodiment of the present invention, the target customer service work orders are processed in descending order of processing priority.

[0059] The processing of the target customer service work order consists of the following:

[0060] If the work order type of the target customer service work order is an electricity business type, a consultation query type, an opinion type, or a suggestion type, then the key information of the target customer service work order is captured, where the key information may include the source of the work order, the power supply unit, the business label, the content of the request, the handling status, etc., which is not limited in this embodiment of the present invention.

[0061] Determine whether key information is missing. If so, return the target customer service ticket to the previous processing link of the current processing link, and send a prompt message to the terminal of the person in charge of the previous processing link. If not, pass the target customer service ticket to the next processing link, and send a prompt message to the terminal of the person in charge of the next processing link.

[0062] If the target customer service ticket type is a complaint type, the target customer service ticket will be transferred to the manual customer service, and a prompt message will be sent to the manual customer service terminal.

[0063] In an embodiment of the present invention, after processing the target customer service work order, the process further includes: saving the processing record of the target customer service work order. Exemplarily, if the target customer service work order is returned to the previous processing link of the current processing link, the target customer service work order is recorded in the work order transfer record form; if the target customer service work order is transferred to the next processing link, the target customer service work order is recorded in the reply review record form.

[0064] The power grid customer service work order processing method provided by the present invention selects target customer service work orders to be processed from all customer service work orders, extracts the work order summary of the target customer service work order, determines the work order type of the target customer service work order based on the work order summary, determines the processing priority of the target customer service work order based on the work order type, and processes the target customer service work order in order of processing priority. By automatically screening and classifying the customer service work orders, determining the processing priority, and processing the target customer service work orders in order of processing priority, no manual processing is required, thereby improving the accuracy and efficiency of work order processing and reducing costs.

[0065] Figure 2 A schematic diagram of a power grid customer service work order processing device provided by the present invention is shown in FIG. Figure 2 As shown, the power grid customer service work order processing device includes:

[0066] The work order screening module 201 is used to screen out target customer service work orders to be processed from all customer service work orders;

[0067] A work order type determination module 202, configured to extract a work order summary of the target customer service work order, and determine the work order type of the target customer service work order based on the work order summary;

[0068] A priority determination module 203, configured to determine the processing priority of the target customer service work order based on the work order type;

[0069] The work order processing module 204 is used to process the target customer service work order according to the processing priority order.

[0070] In some embodiments of the present invention, the work order screening module 201 includes:

[0071] A first screening submodule, used to screen out the first work order with the business classification of service channel management from all customer service work orders;

[0072] A second screening submodule, configured to screen out second work orders whose business category is customer service problem handling from the first work orders;

[0073] The third screening submodule is used to screen out the work orders whose current processing stage is reply review from the second work orders as target customer service work orders.

[0074] In some embodiments of the present invention, the work order types include electricity service type, consultation query type, opinion type, suggestion type and complaint type.

[0075] In some embodiments of the present invention, the priority determination module 203 includes:

[0076] A first priority determination submodule, used to set the priority of the target customer service work order of the complaint type to the first priority;

[0077] A second priority determination submodule, used to set the priority of the target customer service tickets of the opinion type and the suggestion type to the second priority;

[0078] The third priority determination submodule is used to set the priority of the target customer service work order of the electric business type and the consulting query type to a third priority, the first priority is higher than the second priority, and the second priority is higher than the third priority.

[0079] In some embodiments of the present invention, the work order processing module 204 includes:

[0080] A work order transfer submodule, for transferring the target customer service work order to the next link to be processed if the work order type of the target customer service work order is the electric business type, the consulting query type, the opinion type or the suggestion type, and sending a prompt message to the terminal of the person in charge of the next link to be processed;

[0081] The work order transfer submodule is used to transfer the target customer service work order to the manual customer service if the work order type of the target customer service work order is a complaint type, and to send a prompt message to the terminal of the manual customer service.

[0082] In some embodiments of the present invention, the work order processing module 204 further includes:

[0083] A key information capture submodule, configured to capture key information of the target customer service work order if the work order type of the target customer service work order is the electric business type, the consulting query type, the opinion type or the suggestion type;

[0084] A judgment submodule, used to judge whether the key information is missing;

[0085] The work order return submodule is used to return the target customer service work order to the previous processing link of the current processing link when key information is missing, and send a prompt message to the terminal of the person in charge of the previous processing link.

[0086] In some embodiments of the present invention, the power grid customer service work order processing device further includes:

[0087] The record saving module is used to save the processing record of the target customer service work order after processing the target customer service work order.

[0088] The above-mentioned power grid customer service work order processing device can execute the power grid customer service work order processing method provided by the aforementioned embodiment of the present invention, and has the corresponding functional modules and beneficial effects for executing the power grid customer service work order processing method.

[0089] Figure 3 A schematic diagram of the structure of an electronic device provided by the present invention. The electronic device is intended to represent various forms of digital computers, such as laptop computers, desktop computers, workstations, personal digital assistants, servers, blade servers, mainframe computers, and other suitable computers. The electronic device may also represent various forms of mobile devices, such as personal digital processing, cellular phones, smart phones, wearable devices (such as helmets, glasses, watches, etc.) and other similar computing devices. The components shown herein, their connections and relationships, and their functions are merely examples and are not intended to limit the implementation of the present invention described and / or required herein.

[0090] like Figure 3As shown, the electronic device includes at least one processor 11, and a memory connected to the at least one processor 11, such as a read-only memory (ROM) 12, a random access memory (RAM) 13, etc., wherein the memory stores a computer program that can be executed by at least one processor, and the processor 11 can perform various appropriate actions and processes according to the computer program stored in the read-only memory (ROM) 12 or the computer program loaded from the storage unit 18 to the random access memory (RAM) 13. In the RAM 13, various programs and data required for the operation of the electronic device can also be stored. The processor 11, the ROM 12, and the RAM 13 are connected to each other through a bus 14. An input / output (I / O) interface 15 is also connected to the bus 14.

[0091] A number of components in the electronic device are connected to the I / O interface 15, including: an input unit 16, such as a keyboard, a mouse, etc.; an output unit 17, such as various types of displays, speakers, etc.; a storage unit 18, such as a disk, an optical disk, etc.; and a communication unit 19, such as a network card, a modem, a wireless communication transceiver, etc. The communication unit 19 allows the electronic device to exchange information / data with other devices through a computer network such as the Internet and / or various telecommunication networks.

[0092] The processor 11 may be a variety of general and / or special processing components with processing and computing capabilities. Some examples of the processor 11 include, but are not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various special artificial intelligence (AI) computing chips, various processors running machine learning model algorithms, digital signal processors (DSPs), and any appropriate processors, controllers, microcontrollers, etc. The processor 11 executes the various methods and processes described above, such as a power grid customer service work order processing method.

[0093] In some embodiments, the power grid customer service work order processing method can be implemented as a computer program, which is tangibly contained in a computer-readable storage medium, such as a storage unit 18. In some embodiments, part or all of the computer program can be loaded and / or installed on the electronic device via the ROM 12 and / or the communication unit 19. When the computer program is loaded into the RAM 13 and executed by the processor 11, one or more steps of the power grid customer service work order processing method described above can be performed. Alternatively, in other embodiments, the processor 11 can be configured to execute the power grid customer service work order processing method in any other appropriate manner (for example, by means of firmware).

[0094] Various implementations of the systems and techniques described above herein can be implemented in digital electronic circuit systems, integrated circuit systems, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), load programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof. These various implementations can include: being implemented in one or more computer programs that can be executed and / or interpreted on a programmable system including at least one programmable processor, which can be a special purpose or general purpose programmable processor that can receive data and instructions from a storage system, at least one input device, and at least one output device, and transmit data and instructions to the storage system, the at least one input device, and the at least one output device.

[0095] Computer programs for implementing the methods of the present invention may be written in any combination of one or more programming languages. These computer programs may be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing device, so that when the computer program is executed by the processor, the functions / operations specified in the flow chart and / or block diagram are implemented. The computer program may be executed entirely on the machine, partially on the machine, partially on the machine and partially on a remote machine as a stand-alone software package, or entirely on a remote machine or server.

[0096] In the context of the present invention, a computer-readable storage medium may be a tangible medium that may contain or store a computer program for use by or in conjunction with an instruction execution system, device, or equipment. A computer-readable storage medium may include, but is not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, devices, or equipment, or any suitable combination of the foregoing. Alternatively, a computer-readable storage medium may be a machine-readable signal medium. A more specific example of a machine-readable storage medium may include an electrical connection based on one or more lines, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0097] To provide interaction with a user, the systems and techniques described herein may be implemented on an electronic device having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to the user; and a keyboard and a pointing device (e.g., a mouse or trackball) through which the user can provide input to the electronic device. Other types of devices may also be used to provide interaction with the user; for example, the feedback provided to the user may be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user may be received in any form (including acoustic input, voice input, or tactile input).

[0098] The systems and techniques described herein may be implemented in a computing system that includes backend components (e.g., as a data server), or a computing system that includes middleware components (e.g., an application server), or a computing system that includes frontend components (e.g., a user computer with a graphical user interface or a web browser through which a user can interact with implementations of the systems and techniques described herein), or a computing system that includes any combination of such backend components, middleware components, or frontend components. The components of the system may be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: a local area network (LAN), a wide area network (WAN), a blockchain network, and the Internet.

[0099] A computing system may include a client and a server. The client and the server are generally remote from each other and usually interact through a communication network. The client and server relationship is generated by computer programs running on the corresponding computers and having a client-server relationship with each other. The server may be a cloud server, also known as a cloud computing server or cloud host, which is a host product in the cloud computing service system to solve the defects of difficult management and weak business scalability in traditional physical hosts and VPS services.

[0100] An embodiment of the present invention further provides a computer program product, including a computer program, which, when executed by a processor, implements the power grid customer service work order processing method provided in any embodiment of the present application.

[0101] In the process of implementation, the computer program product can be written in one or more programming languages ​​or a combination thereof to perform the computer program code of the present invention, including object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer can be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or can be connected to an external computer (for example, using an Internet service provider to connect through the Internet).

[0102] It should be understood that the various forms of processes shown above can be used to reorder, add or delete steps. For example, the steps described in the present invention can be executed in parallel, sequentially or in different orders, as long as the desired results of the technical solution of the present invention can be achieved, and this document does not limit this.

[0103] The above specific implementations do not constitute a limitation on the protection scope of the present invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions can be made according to design requirements and other factors. Any modification, equivalent substitution and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.

Claims

1. A method for processing a power grid customer service work order, characterized in that: include: Filter out the target customer service tickets to be processed from all customer service tickets; Extracting a work order summary of the target customer service work order, and determining the work order type of the target customer service work order based on the work order summary; Determine the processing priority of the target customer service work order based on the work order type; The target customer service work order is processed in the processing priority order.

2. The power grid customer service work order processing method according to claim 1, characterized in that: Filter the target customer service tickets to be processed from all customer service tickets, including: Filter out the first work order with the business classification of service channel management from all customer service work orders; Filtering out a second work order whose business category is customer service problem handling from the first work order; From the second work orders, select the work orders whose current processing stage is reply review as the target customer service work orders.

3. The method for processing a power grid customer service work order according to claim 1, characterized in that: Work order types include electricity business type, consultation and inquiry type, opinion type, suggestion type and complaint type.

4. The method for processing a power grid customer service work order according to claim 3, characterized in that: Determining the processing priority of the target customer service work order based on the work order type includes: Setting the priority of the target customer service ticket of the complaint type to the first priority; Setting the priority of the target customer service tickets of the opinion type and the suggestion type to the second priority; The priority of the target customer service work order of the electric business type and the consulting query type is set to the third priority, the first priority is higher than the second priority, and the second priority is higher than the third priority.

5. The method for processing a power grid customer service work order according to claim 4, characterized in that: Processing the target customer service ticket includes: If the work order type of the target customer service work order is the electricity service type, the consultation query type, the opinion type or the suggestion type, the target customer service work order is transferred to the next link to be processed, and a prompt message is sent to the terminal of the person in charge of the next link to be processed; If the work order type of the target customer service work order is a complaint type, the target customer service work order is transferred to manual customer service, and a prompt message is sent to the terminal of the manual customer service.

6. The method for processing a power grid customer service work order according to claim 5, characterized in that: Processing the target customer service work order also includes: If the work order type of the target customer service work order is the electricity service type, the consultation query type, the opinion type or the suggestion type, then capturing key information of the target customer service work order; Determining whether the key information is missing; If so, the target customer service work order is returned to the previous processing link of the current processing link, and a prompt message is sent to the terminal of the person in charge of the previous processing link.

7. The method for processing a power grid customer service work order according to claim 1, characterized in that: After processing the target customer service ticket, the method further includes: Save the processing record of the target customer service work order.

8. A power grid customer service work order processing device, characterized in that: include: The work order screening module is used to screen out the target customer service work orders to be processed from all customer service work orders; A work order type determination module, used to extract the work order summary of the target customer service work order, and determine the work order type of the target customer service work order based on the work order summary; A priority determination module, used to determine the processing priority of the target customer service work order based on the work order type; The work order processing module is used to process the target customer service work order according to the processing priority order.

9. An electronic device, characterized in that: include: one or more processors; A storage device for storing one or more programs; When the one or more programs are executed by the one or more processors, the one or more processors implement the power grid customer service work order processing method as described in any one of claims 1-7.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the power grid customer service work order processing method as described in any one of claims 1-7 is implemented.

Images