Intelligent service system for power supply business hall

Abstract

The invention provides an intelligent service system for a power supply business hall, and the system comprises a user collection module which is used for recognizing the identity and demands of a customer, and determining the corresponding user data according to the collected customer information; the data processing module is used for cleaning and formatting the user data according to a preset processing rule, identifying the processed user data through a preset identification model, creating a corresponding customer file, determining corresponding customer characteristics according to the customer file, and creating a corresponding virtual customer role; and the service processing module is used for counting business types of the business hall, determining an abnormal condition in the working process according to a preset identification rule, updating a corresponding hierarchical authorization or automatic approval rule according to the abnormal condition, and performing automatic processing and priority ranking on each task through the rule. According to the method, related personalized services and real-time data are analyzed, more accurate and efficient customer services are provided for target customers, and the utilization efficiency is improved.

Description

Technical Field

[0001] The invention relates to the technical field of power system automation, and in particular to an intelligent service system for a power supply business hall. Background Art

[0002] With the rapid development of information technology, digital office has long become an indispensable part of modern enterprises. In the wave of digital office, intelligent digital office tools based on machine learning are gradually emerging. In the past few decades, we have witnessed the widespread application of information technology in the office field. From processing simple text to managing complex projects, digital office tools have greatly improved people's work efficiency and collaboration capabilities. However, with the expansion of enterprise scale and the increase in the complexity of related businesses, traditional digital office methods can no longer meet people's growing needs.

[0003] As the application of Internet channels becomes more and more mature, most businesses can be handled on websites or apps, the number of windows in business halls is gradually reduced, and the types of business handled in the halls are becoming more complex and multi-specialized. The original business hall's unified service model of taking numbers, queuing, and accepting for all customers can no longer meet the current changes in business and groups. Summary of the invention

[0004] The purpose of the present invention is to propose an intelligent service system for power supply business halls, so as to solve the technical problem of how to improve the operation efficiency and service quality of business halls and enhance customer satisfaction.

[0005] On the one hand, an intelligent service system for a power supply business hall is provided, comprising:

[0006] User collection module, used to identify customer identities and needs, and determine corresponding user data based on the collected customer information;

[0007] The data processing module is used to clean and format the user data according to the preset processing rules, identify the processed user data through the preset recognition model and create the corresponding customer profile, and determine the corresponding customer characteristics according to the customer profile and create the corresponding virtual customer role;

[0008] The service processing module is used to count the business types of the business hall, determine the abnormal situations in the workflow according to the preset identification rules, and update the corresponding hierarchical authorization or automatic approval rules according to the abnormal situations. Through the rules, various tasks are automatically processed and prioritized.

[0009] Preferably, the user data at least includes the user's web browsing history data, click behavior data and call record data.

[0010] Preferably, the abnormal situations include at least dead-loop processing logic in the workflow, inefficient links in the workflow, and highly repetitive and time-consuming tasks in the business process.

[0011] Preferably, the recognition model at least includes an integrated learner in which a plurality of different processing programs are arranged, and the processing programs are used to classify the user data through a preset classifier.

[0012] Preferably, the recognition model is pre-trained through the following steps to pre-process the input data; and the pre-processed input data is randomly divided into data set subspaces by a preset integrated classifier to train a weak classifier; redundant weak classifiers are eliminated by a preset selective integration strategy to obtain a final integrated classifier.

[0013] Preferably, the data processing module is also used to set corresponding user service rules according to corresponding customer characteristics, and when receiving the user's request information, output service information according to the user service rules and through the corresponding virtual customer role.

[0014] Preferably, the service processing module is also used to output corresponding reminder information according to the identified abnormal situation, and handle the abnormal situation according to a preset processing method; when the abnormal situation is not eliminated, suspend the process and output corresponding alarm information.

[0015] In summary, the implementation of the embodiments of the present invention has the following beneficial effects:

[0016] The intelligent service system for power supply business halls provided by the present invention is based on intelligent business process management and multi-channel integration, which can quickly respond to customer needs and reduce customer waiting time. By analyzing relevant personalized services and real-time data, it can provide target customers with more accurate and efficient customer service, thereby improving the utilization efficiency of front-end and back-end human resources. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, without paying creative labor, other drawings obtained based on these drawings still belong to the scope of the present invention.

[0018] Figure 1 The figure is a schematic diagram of a motion decision model of an intelligent service system for a power supply business hall according to an embodiment of the present invention. DETAILED DESCRIPTION

[0019] In order to make the objectives, technical solutions and advantages of the present invention more clear, the present invention will be further described in detail below with reference to the accompanying drawings.

[0020] like Figure 1 FIG. 1 is a schematic diagram of an embodiment of an intelligent service system for power supply business hall provided by the present invention. In this embodiment, it includes:

[0021] The user acquisition module is used to identify the identity and needs of customers, and determine the corresponding user data based on the collected customer information; the data processing module is used to clean and format the user data according to the preset processing rules, identify the processed user data through the preset recognition model and create the corresponding customer files, and determine the corresponding customer characteristics according to the customer files, and create the corresponding virtual customer roles; the service processing module is used to count the business types of the business hall, determine the abnormal situation in the workflow according to the preset recognition rules, and update the corresponding hierarchical authorization or automatic approval rules according to the abnormal situation, and automate and prioritize various tasks through the rules. Understandably, by identifying the identity and needs of customers through smart devices, customers can enter their basic personal information by voice, which can not only improve their operating experience, but also greatly shorten the waiting time of customers. Count the business types of the business hall, sort out the workflow, identify the bottlenecks or inefficient links in the process, evaluate the tasks with high repetitiveness and long time consumption in the business process, and adopt hierarchical authorization or automatic approval mechanism to reduce paper processes. Through artificial intelligence technology, automate and prioritize various tasks. It can manage daily interactions with colleagues (or other robots) and promote teamwork. Collect user data through multiple channels, including but not limited to user browsing history, click behavior, call records and other interactive content. In the data preprocessing stage, clean and format the original data to ensure data quality and consistency; use generative AI technology to create detailed customer profiles, and create virtual but credible customer roles based on unique characteristics. Analyze customer needs for visiting the hall by combining key information obtained through intelligent application devices with internal knowledge base.

[0022] In one embodiment, the user data includes at least the user's web browsing history data, click behavior data and call record data.

[0023] In one embodiment, the abnormal situation includes at least an endless loop processing logic in the workflow, an inefficient link in the workflow, and highly repetitive and time-consuming tasks in the business process.

[0024] In one embodiment, the recognition model includes at least one integrated learner, in which a variety of different processing programs are set, and the processing program is used to classify and process user data through a preset classifier. The recognition model is pre-trained through the following steps to pre-process the input data; and the pre-processed input data is randomly divided into a data set subspace by a preset integrated classifier to obtain a weak classifier through training; redundant weak classifiers are eliminated through a preset selective integration strategy to obtain a final integrated classifier. It is understandable that an integrated learner (such as XGBoost) is used to improve the user conversion rate, so that the probability of redundant information and confusion of prediction results caused by a single learner can be reduced through the combination of multiple algorithms. First, the data must be pre-processed; in order to improve the generalization performance of the model, a clustering-based integrated classifier LibD3C 2.0 is also used, which can train weak classifiers with high diversity by randomly dividing the data set subspace, and further eliminate redundant weak classifiers through a selective integration strategy, so that an efficient integrated classifier can be finally constructed. Experimental results show that this clustering-based selective integration method can improve classification accuracy and significantly speed up the prediction of new samples. The customer transaction patterns are classified using the time series clustering method to better identify the typical behaviors of different customer groups. By reconstructing the time series and integrating the K-means objective into the seq2seq model, a representation with specific clustering characteristics is effectively generated, which can better understand the customer's behavior and needs, and thus provide customers with more personalized services.

[0025] In one embodiment, the data processing module is also used to set corresponding user service rules according to the corresponding customer characteristics. When receiving the user's request information, the service information is output according to the user service rules and through the corresponding virtual customer role. Through the intelligent equipment of the business hall, the identity of the customer coming to the hall is identified, the customer is diverted, and the customer is guided to interact with the digital human in the business hall. Intelligent voice and natural language processing technology are used to collect customer information and needs, reducing manual entry. According to the collected customer needs and the work flow, combined with the power knowledge base model and digital human technology, guide customers to conduct business processing by themselves.

[0026] In one embodiment, the service processing module is also used to output corresponding reminder information according to the identified abnormal situation, and handle the abnormal situation according to the preset processing method; when the abnormal situation is not eliminated, the process is suspended and the corresponding alarm information is output. Collect customer historical business processing data, service channel interaction records, electricity consumption and electricity charges and other data, analyze the relevant data based on big data analysis technology, and find abnormal situations. Optimize the business process of the business hall, identify bottlenecks or inefficient links in the process, optimize the corresponding process and resource allocation, pay attention to the card points of the business process, and optimize the business process through time analysis.

[0027] Based on intelligent application devices, the needs of hall customers are decomposed, and corresponding services and products are provided in a timely manner according to the identity and needs of customers, reducing the time cost of customers' preliminary inquiries, and then it is possible to activate the front and back-end human resources and realize the variable frequency management of human resources, and finally reduce the waiting time of customers and improve the efficiency of business handling. Customers can log in through AI technologies such as biometrics, identity recognition, voice recognition and data mining, reducing the tedious links such as input and query. The intelligent guidance desk can also command the robot to guide users to the corresponding functional area to handle standard services such as payment, inquiry, and invoicing by themselves. If the user encounters difficulties in the self-service process and there is a long pause in the action, the intelligent robot will immediately perceive it and go to the front row to solve the problem.

[0028] In summary, the implementation of the embodiments of the present invention has the following beneficial effects:

[0029] The intelligent service system for power supply business halls provided by the present invention is based on intelligent business process management and multi-channel integration, which can quickly respond to customer needs and reduce customer waiting time. By analyzing relevant personalized services and real-time data, it can provide target customers with more accurate and efficient customer service, thereby improving the utilization efficiency of front-end and back-end human resources.

[0030] The above disclosure is only the preferred embodiment of the present invention, which certainly cannot be used to limit the scope of the present invention. Therefore, equivalent changes made according to the claims of the present invention are still within the scope of the present invention.

Claims

1. An intelligent service system for power supply business hall, characterized in that: include: User collection module, used to identify customer identities and needs, and determine corresponding user data based on the collected customer information; The data processing module is used to clean and format the user data according to the preset processing rules, identify the processed user data through the preset recognition model and create the corresponding customer profile, and determine the corresponding customer characteristics according to the customer profile and create the corresponding virtual customer role; The service processing module is used to count the business types of the business hall, determine the abnormal situations in the workflow according to the preset identification rules, and update the corresponding hierarchical authorization or automatic approval rules according to the abnormal situations. Through the rules, various tasks are automatically processed and prioritized.

2. The system according to claim 1, characterized in that The user data at least includes the user's browsing history data, click behavior data and call record data.

3. The system according to claim 2, characterized in that The abnormal situations at least include dead-loop processing logic in the workflow, inefficient links in the workflow, and highly repetitive and time-consuming tasks in the business process.

4. The system according to claim 3, characterized in that The recognition model at least includes an integrated learner, in which a variety of different processing programs are arranged. The processing programs are used to classify the user data through a preset classifier.

5. The system according to claim 4, characterized in that The recognition model is pre-trained through the following steps to pre-process the input data; and the pre-processed input data is randomly divided into data set subspaces by a preset integrated classifier to obtain a weak classifier through training; redundant weak classifiers are eliminated through a preset selective integration strategy to obtain a final integrated classifier.

6. The system according to claim 5, characterized in that The data processing module is also used to set corresponding user service rules according to corresponding customer characteristics, and when receiving the user's request information, output service information according to the user service rules and through the corresponding virtual customer role.

7. The system according to claim 6, characterized in that The service processing module is also used to output corresponding reminder information according to the identified abnormal situation, and handle the abnormal situation according to a preset processing method; when the abnormal situation is not eliminated, the process is suspended and the corresponding alarm information is output.

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