An autonomous power supply business scenario and process optimization system

Abstract

The present invention relates to the field of electric power service technology, and in particular to an autonomous power supply business scenario and process optimization system, including a user interface design module, a business scenario processing module, an intelligent approval module, an automatic dispatching module, and an information storage module connected in sequence. The user interface design module is used to interact with customers and provide a friendly user interface; the business scenario processing module is used to provide autonomous processing of various business scenarios; the intelligent approval module is used to perform intelligent approval on power supply applications submitted by customers; the automatic dispatching module is used to automatically dispatch work orders to the most suitable staff or service team according to the business type and customer geographic location; the information storage module is used to store various types of data required for system operation. The present invention improves customer experience. Customers do not need to go to the business hall to queue up for business. They can complete power supply application, inquiry, payment and other operations through the online platform anytime and anywhere, saving time and energy.

Description

Technical Field

[0001] The present invention relates to the technical field of electric power services, and in particular to an autonomous power supply business scenario and process optimization system. Background Art

[0002] At present, facing the continuous expansion of the scale of power companies and power grids, and increasingly complex businesses, there is an urgent need to improve the speed of business processing and further facilitate and quickly handle complex power grid businesses. With the development of social economy and the advancement of science and technology, people have higher and higher requirements for the convenience, efficiency and intelligence of power services. The traditional power business process is cumbersome, information is opaque, and customer participation is low, which not only brings inconvenience to customers, but also affects the service quality and work efficiency of power companies. In order to solve these problems, a system that can optimize the power business scenarios and processes is needed to improve customer satisfaction and enterprise operating efficiency.

[0003] In view of this, an autonomous power supply business scenario and process optimization system is needed. Summary of the invention

[0004] In view of the problems in the prior art, the present invention provides an autonomous power supply business scenario and process optimization system, and the specific technical solution is as follows: An autonomous power supply business scenario and process optimization system, including a user interface design module, a business scenario processing module, an intelligent approval module, an automatic dispatching module, and an information storage module, which are connected in sequence; The user interface design module is used to interact with customers and provide a friendly user interface; The business scenario handling module is used to provide independent handling of various business scenarios; The intelligent approval module is used to intelligently approve the electricity application submitted by the customer; The automatic dispatching module is used to automatically dispatch work orders to the most appropriate staff or service team according to the business type and customer geographic location; The information storage module is used to store various data required for system operation.

[0005] Preferably, the user interface design module includes an interface display unit, a style adjustment unit, a common business arrangement unit and a manual arrangement unit; The interface display unit is used for displaying a user interface; The style adjustment unit is used for adjusting the style of the user interface; The common business arrangement unit is used for arranging modules of the user interface; The manual arrangement unit is used for manual adjustment of the user interface module.

[0006] Preferably, the business scenario processing module includes a business processing unit, a personalized recommendation unit and an intelligent navigation unit; The business handling unit is used for customers to consult and handle various business operations; The personalized recommendation unit is used to provide users with personalized electricity usage plans and service recommendations based on the user's electricity usage history, industry characteristics and electricity usage needs; The intelligent navigation unit is used to provide users with intelligent process navigation functions, and automatically generate personalized electricity application process paths according to the user's electricity application needs and business types.

[0007] Preferably, the information storage module includes a business information storage unit, a user information cache unit, a feedback information storage unit and a sorting unit; The business information storage unit is used to store data information of customers handling business; The user information cache unit is used to store the customer's account, identity, and certification information; The feedback information storage unit is used to store feedback information proposed by customers; The sorting unit is used to identify and sort the feedback information provided by the customers.

[0008] Preferably, the system also includes an information integration module, which is connected to the business scenario processing module and is used to integrate data from various business systems within the power enterprise and establish a unified customer information database and business data center.

[0009] Preferably, the system also includes a sharing module, which is connected to the business scenario processing module and is used to connect with the data of relevant government departments to achieve automatic acquisition and verification of information.

[0010] Preferably, the system further comprises an online guidance module, which is connected to the business scenario processing module and is used for real-time communication between customers and customer service personnel and for guiding customers to complete business processing procedures.

[0011] Preferably, the system further comprises a progress tracking module, which is respectively connected to the business scenario processing module, the intelligent approval module and the automatic dispatching module for real-time tracking of the progress of electricity business.

[0012] Preferably, the system further comprises a feedback module, which is respectively connected to the business scenario processing module and the information storage module, and is used to collect feedback content from customers during the process of handling electricity business, and input it into the information storage module for storage.

[0013] Preferably, the feedback module includes a feedback information input unit, an information classification unit, an overall screening unit and a marking unit. The feedback information input unit is used to collect customer feedback information; The information classification unit is used to identify and classify the information fed back by customers; The overall screening unit is used to screen the information fed back by customers and distinguish malicious feedback from normal feedback; The marking unit is used to perform key marking based on normal feedback, arrange the business issues that have been fed back multiple times in order from most to least, and emphasize the business issues that have received the most feedback.

[0014] Compared with the prior art, the present invention has the following beneficial effects: The present invention provides an autonomous power supply business scenario and process optimization system, including a user interface design module, a business scenario processing module, an intelligent approval module, an automatic dispatching module, and an information storage module connected in sequence. The present invention improves the customer experience. Customers do not need to go to the business hall to queue up for business. They can complete the power supply application, inquiry, payment and other operations through the online platform anytime and anywhere, saving time and energy. The functions provided by the system, such as intelligent guidance, real-time progress tracking and online customer service, enable customers to clearly understand the power supply process and business progress, solve the problems encountered in time, and improve customer satisfaction and loyalty. Process optimization measures such as information integration and sharing, intelligent approval and automatic dispatching reduce manual intervention links and shorten the business processing cycle. At the same time, the online business processing model reduces the customer flow of the business hall and reduces the operating costs of the business hall (such as site rental, employee wages, etc.). Through big data analysis and precision marketing, power companies can better understand customer needs, optimize resource allocation, improve power sales efficiency, and reduce marketing costs. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] In order to more clearly illustrate the specific embodiments of the present invention or the technical solutions in the prior art, the following is a brief introduction to the drawings required for the specific embodiments or the description of the prior art. In all the drawings, similar elements or parts are generally identified by similar reference numerals. In the drawings, the elements or parts are not necessarily drawn according to the actual scale.

[0016] Figure 1 It is a system principle diagram of the present invention.

[0017] Figure 2 A schematic diagram of the user interface design module of the present invention.

[0018] Figure 3 This is a schematic diagram of the business scenario processing module of the present invention.

[0019] Figure 4 It is a schematic diagram of the information storage module of the present invention.

[0020] Figure 5 This is a schematic diagram of the second embodiment of the present invention.

[0021] Figure 6 This is a schematic diagram of the third embodiment of the present invention.

[0022] Figure 7 It is a schematic diagram of the feedback module of the present invention. DETAILED DESCRIPTION

[0023] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0024] It should be understood that when used in this specification and the appended claims, the terms "include" and "comprises" indicate the presence of described features, integers, steps, operations, elements and / or components, but do not exclude the presence or addition of one or more other features, integers, steps, operations, elements, components and / or combinations thereof.

[0025] It should also be understood that the terms used in the present specification are only for the purpose of describing specific embodiments and are not intended to limit the present invention. As used in the present specification and the appended claims, unless the context clearly indicates otherwise, the singular forms "a", "an" and "the" are intended to include plural forms.

[0026] It should be further understood that the term "and / or" used in the present description and the appended claims refers to and includes any and all possible combinations of one or more of the associated listed items.

[0027] Embodiment 1: like Figure 1 As shown, this embodiment provides an autonomous power supply business scenario and process optimization system, including a user interface design module, a business scenario processing module, an intelligent approval module, an automatic dispatching module, and an information storage module connected in sequence; the user interface design module is used to interact with customers and provide a friendly user interface; the business scenario processing module is used to provide autonomous processing of various business scenarios; the intelligent approval module is used to perform intelligent approval on power supply applications submitted by customers; the automatic dispatching module is used to automatically dispatch work orders to the most appropriate staff or service team according to the business type and customer's geographical location; the information storage module is used to store various types of data required for system operation.

[0028] The user interface design module supports access from a variety of terminal devices (such as computers, mobile phones, tablets, etc.). Specifically, Figure 2 As shown, the user interface design module includes an interface display unit, a style adjustment unit, a common business arrangement unit and a manual arrangement unit; the interface display unit is used for displaying the user interface; the style adjustment unit is used for adjusting the style of the user interface; the common business arrangement unit is used for arranging modules of the user interface; and the manual arrangement unit is used for manual adjustment of the user interface modules.

[0029] The style adjustment unit can adjust (such as background color, overall style, interface mode, etc.) different styles can be selected according to the preferences of different customers. The common business arrangement unit can classify the business types according to big data statistics, arranging common businesses to the front and uncommon businesses to the back. The manual arrangement unit can arrange the frequently visited business columns to the front and the business columns that are not frequently used by oneself to the back.

[0030] The business scenario handling module provides self-service handling of various business scenarios, including new electricity application, electricity change business, electricity fee inquiry and payment, fault repair and complaint suggestions, etc. It designs personalized handling processes and interfaces for different electricity business scenarios to improve the convenience of customer operations. Specifically, Figure 3 As shown, the business scenario processing module includes a business processing unit, a personalized recommendation unit and an intelligent navigation unit; the business processing unit is used for customers to consult and handle various business operations; the personalized recommendation unit is used to provide users with personalized electricity plans and service recommendations based on the user's electricity usage history, industry characteristics and electricity needs; the intelligent navigation unit is used to provide users with intelligent process navigation functions, and automatically generate personalized electricity process paths based on the user's electricity needs and business types.

[0031] Among them, the personalized recommendation unit provides users with personalized electricity plans and service recommendations. For high-energy-consuming enterprises, it recommends energy-saving transformation plans and related preferential policies; for new energy users, it provides guidance and services for distributed power supply access. Through big data analysis, it predicts changes in users' electricity demand and provides users with electricity planning suggestions in advance to avoid the risk of power outages caused by sudden increases in electricity load. Based on the intelligent navigation unit, users only need to follow the navigation prompts step by step to complete the electricity business, avoiding errors and delays caused by unfamiliar business processes. The intelligent navigation unit can also monitor the progress of business processing in real time, reminding users to submit the required materials and proceed to the next step in a timely manner, thereby improving the efficiency and accuracy of business processing.

[0032] The intelligent approval module specifically conducts intelligent approval of electricity application submitted by customers based on preset business rules and risk assessment models; for applications that meet the standards, they are automatically approved and enter the next process link; for applications with questions or risks, they are automatically transferred to manual review and the key points of the review are prompted. Specifically, a risk prediction model can be established through the analysis of massive electricity data through machine learning. It can identify possible electricity risks in advance, such as credit risk (users may have the risk of arrears), project implementation risk (complex geographical conditions that may be encountered in the construction of power projects), etc., and provide corresponding early warning and response strategies. This helps power supply companies to make resource allocation and risk control in advance to ensure the smooth progress of electricity business.

[0033] The specific implementation of the automatic dispatch module is as follows: (1) Customers access their own power supply business scenarios and process optimization systems through the online platform.

[0034] (2) In the scenario of new electricity application, the customer fills in the electricity address, electricity capacity, expected electricity time, contact information, etc., and uploads relevant supporting documents. The system automatically verifies the address to determine whether it is within the power supply coverage area, and preliminarily estimates the electricity cost and required equipment based on the information provided by the customer. After intelligent approval, it automatically dispatches the order to the relevant staff for on-site inspection and construction and installation.

[0035] (3) In the electricity usage change business scenario, including capacity increase, capacity reduction, suspension, resumption, name change, transfer and other changes. After the customer logs in to the system, select the corresponding change type, fill in the reason for the change and related information. For capacity increase and capacity reduction services, the system evaluates the impact on the power grid based on the customer's historical electricity usage data and current application information, and provides cost adjustment details and estimated construction time. After intelligent approval, the relevant contracts and files are automatically updated.

[0036] (4) In the electricity bill inquiry and payment scenario, customers can check their electricity bills in real time, view information such as electricity consumption, electricity bill details, payment history, etc., and choose from a variety of payment methods such as online payment, prepaid recharge, and bank deduction. When the electricity bill balance is insufficient or is about to be overdue, the system automatically sends a reminder message to the customer.

[0037] (5) In the fault reporting and complaint suggestion scenarios, the customer describes the fault phenomenon, location and other information, submits a fault reporting application or complaint suggestion, and the system automatically assigns a work order to a nearby maintenance personnel, tracks the maintenance progress in real time, and provides the customer with feedback on the estimated maintenance time and the maintenance personnel's contact information. For complaints and suggestions, the system promptly transfers them to the relevant department for processing and provides feedback on the processing results to the customer.

[0038] like Figure 4As shown, the information storage module includes a business information storage unit, a user information cache unit, a feedback information storage unit and a sorting unit; the business information storage unit is used to store data information of customers handling business; the user information cache unit is used to store information related to customers' accounts, identities, and certification materials; the feedback information storage unit is used to store feedback information raised by customers; the sorting unit is used to identify feedback information raised by customers and sort it.

[0039] Embodiment 2: like Figure 5 As shown, as a further preferred embodiment, the system also includes an information integration module, which is connected to the business scenario processing module and is used to integrate data from various business systems within the power company (such as marketing systems, production systems, customer service systems, etc.), establish a unified customer information database and business data center, and realize one-time entry of customer information and full sharing, thereby avoiding customers from repeatedly submitting information in different business links.

[0040] As a further preferred embodiment, the system also includes a sharing module, which is connected to the business scenario processing module for data docking with relevant government departments (such as the Real Estate Registration Center, the Industrial and Commercial Administration Bureau, etc.) to achieve automatic acquisition and verification of information and improve the accuracy and efficiency of business processing; for example, when applying for new electricity use, real estate ownership information can be automatically obtained, reducing the cumbersome process of customers providing supporting documents.

[0041] In addition, the application of electronic certificates in self-operated power supply business can be promoted. Users can directly upload electronic certificates through the system without providing paper certificates. The system automatically identifies and verifies the authenticity and validity of electronic certificates, reducing the cost and time of users. Connecting with the electronic certificate library of government departments can realize the sharing and mutual recognition of certificate information, and improve the convenience and efficiency of business handling.

[0042] As a further preferred embodiment, the system also includes an online guidance module, which is connected to the business scenario processing module for real-time communication between customers and customer service personnel and guiding customers to complete the business processing process. The online guidance module integrates the online customer service function. When customers encounter problems in the electricity application process, they can communicate with the customer service personnel in real time at any time; using intelligent robot technology, it provides customers with 24-hour self-service and guides customers to complete the business processing process. The intelligent robot can automatically match the answers in the knowledge base based on the customer's questions and guide the customer to complete the business processing process. For example, when a customer inquires about the application process for new electricity installation, the intelligent robot can gradually guide the customer to fill in the application information and provide a list of required materials.

[0043] As a further preferred embodiment, the system also includes a progress tracking module, which is respectively connected to the business scenario processing module, the intelligent approval module, and the automatic dispatching module for real-time tracking of the progress of electricity business. Both customers and internal staff of power companies can track the progress of electricity business in real time through the system. The system displays each link of the business process in a visual way (such as application acceptance, document review, on-site investigation, construction and installation, completion acceptance, etc.), and clarifies the processing time, responsible person and current status of each link. When the business process is delayed or abnormal, the system automatically warns and notifies relevant personnel to handle it in time. At the same time, customers can query the cause of the delay and the estimated resolution time through the system to improve customer satisfaction.

[0044] Embodiment three: like Figure 6 As shown, as a further preferred embodiment, the system also includes a feedback module, which is connected to the business scenario processing module and the information storage module respectively, and is used to collect feedback content from customers during the electricity application process, and input it into the information storage module for storage. When customers encounter problems during the electricity application process, they can also provide feedback through the feedback module. The system registers and stores the customer feedback content, including electricity application feedback and service quality feedback, etc. When a customer provides feedback on the same electricity application multiple times (for example, one person multiple times, multiple people at the same time), it will be marked as an emphasis.

[0045] As a further preferred embodiment, Figure 7 As shown, the feedback module includes a feedback information input unit, an information classification unit, an overall screening unit and a marking unit. The feedback information input unit is used to collect customer feedback information; the information classification unit is used to identify and classify customer feedback information; the overall screening unit is used to screen customer feedback information to distinguish malicious feedback from normal feedback; the marking unit is used to focus on marking based on normal feedback, and arrange the business issues that have been fed back multiple times in order from most to least, emphasizing the business issues with the most feedback.

[0046] As a further preferred embodiment, the system also includes an adjustment module, which is connected to the information storage module and is used for staff intervention to adjust the system modules according to customer feedback; new business modules can be added to the blank areas where business can be handled to improve user convenience; the existing business processes are comprehensively sorted out and analyzed, and detailed business process diagrams are drawn to find out the cumbersome links, repeated operations and unnecessary approval nodes in the process. The business processes are redesigned and optimized by deletion, merging, simplification, etc.

[0047] The present invention improves the customer experience. Customers do not need to go to the business hall to queue up for business. They can complete electricity application, inquiry, payment and other operations through the online platform anytime and anywhere, saving time and energy. The system provides intelligent guidance, real-time progress tracking and online customer service, so that customers can clearly understand the electricity application process and business progress, solve problems encountered in a timely manner, and improve customer satisfaction and loyalty. Process optimization measures such as information integration and sharing, intelligent approval and automatic dispatching reduce manual intervention links and shorten the business processing cycle. At the same time, the online business processing model reduces the customer flow of the business hall and reduces the operating costs of the business hall (such as site rental, employee wages, etc.). Through big data analysis and precision marketing, power companies can better understand customer needs, optimize resource allocation, improve power sales efficiency, and reduce marketing costs.

[0048] Those of ordinary skill in the art will appreciate that the modules of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the composition of each example has been generally described in terms of function in the above description. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of the present invention.

[0049] In the embodiments provided by the present invention, it should be understood that the division of modules is only a logical function division, and there may be other division methods in actual implementation, for example, multiple modules can be combined into one module, one module can be split into multiple modules, or some features can be ignored, etc.

[0050] In addition, each functional module in each embodiment of the present invention may be integrated into one processing module, or each module may exist physically separately, or two or more modules may be integrated into one module. The above-mentioned integrated module may be implemented in the form of hardware or in the form of software functional modules.

[0051] If the integrated module is implemented in the form of a software function module 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 invention, in essence, or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including several instructions for a computer device (which can be a personal computer, a server or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, read-only memory (ROM, Read-0nlyMemory), random access memory (RAM, RandomAccessMemory), mobile hard disk, magnetic disk or optical disk and other media that can store program codes.

[0052] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or replace some or all of the technical features therein by equivalents. These modifications or replacements do not make the essence of the corresponding technical solutions deviate from the scope of the technical solutions of the embodiments of the present invention, and they should all be included in the scope of the claims and specification of the present invention.

Claims

1. An autonomous power supply business scenario and process optimization system, characterized in that: It includes a user interface design module, a business scenario processing module, an intelligent approval module, an automatic dispatching module, and an information storage module which are connected in sequence; The user interface design module is used to interact with customers and provide a friendly user interface; The business scenario handling module is used to provide independent handling of various business scenarios; The intelligent approval module is used to intelligently approve the electricity application submitted by the customer; The automatic dispatching module is used to automatically dispatch work orders to the most appropriate staff or service team according to the business type and customer geographic location; The information storage module is used to store various data required for system operation.

2. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The user interface design module includes an interface display unit, a style adjustment unit, a common business arrangement unit and a manual arrangement unit; The interface display unit is used for displaying a user interface; The style adjustment unit is used for adjusting the style of the user interface; The common business arrangement unit is used for arranging modules of the user interface; The manual arrangement unit is used for manual adjustment of the user interface module.

3. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The business scenario processing module includes a business processing unit, a personalized recommendation unit and an intelligent navigation unit; The business handling unit is used for customers to consult and handle various business operations; The personalized recommendation unit is used to provide users with personalized electricity usage plans and service recommendations based on the user's electricity usage history, industry characteristics and electricity usage needs; The intelligent navigation unit is used to provide users with intelligent process navigation functions, and automatically generate personalized electricity application process paths according to the user's electricity application needs and business types.

4. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The information storage module includes a business information storage unit, a user information cache unit, a feedback information storage unit and a sorting unit; The business information storage unit is used to store data information of customers handling business; The user information cache unit is used to store the customer's account, identity, and certification information; The feedback information storage unit is used to store feedback information proposed by customers; The sorting unit is used to identify and sort the feedback information provided by the customers.

5. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The system also includes an information integration module, which is connected to the business scenario processing module and is used to integrate data from various business systems within the power enterprise and establish a unified customer information database and business data center.

6. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The system also includes a sharing module, which is connected to the business scenario processing module and is used to connect with the data of relevant government departments to achieve automatic acquisition and verification of information.

7. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The system also includes an online guidance module, which is connected to the business scenario processing module and is used for real-time communication between customers and customer service personnel and guiding customers to complete the business processing process.

8. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The system also includes a progress tracking module, which is respectively connected to the business scenario processing module, the intelligent approval module, and the automatic dispatching module for real-time tracking of the progress of electricity business.

9. The autonomous power supply business scenario and process optimization system according to claim 1, characterized in that: The system also includes a feedback module, which is connected to the business scenario processing module and the information storage module respectively, and is used to collect feedback content from customers during the process of handling electricity business, and input it into the information storage module for storage.

10. The autonomous power supply business scenario and process optimization system according to claim 9, characterized in that: The feedback module includes a feedback information input unit, an information classification unit, an overall screening unit and a marking unit. The feedback information input unit is used to collect customer feedback information; The information classification unit is used to identify and classify the information fed back by customers; The overall screening unit is used to screen the information fed back by customers and distinguish malicious feedback from normal feedback; The marking unit is used to perform key marking based on normal feedback, arrange the business issues that have been fed back multiple times in order from most to least, and emphasize the business issues that have received the most feedback.

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