Power distribution network customer appeal list checking method and device, electronic equipment and storage medium

Abstract

The invention discloses a power distribution network customer demand list checking method and device, electronic equipment and a storage medium, and belongs to the technical field of information processing, and the method comprises the steps: obtaining a power distribution network customer demand list, power distribution network operation and maintenance data and an operation and maintenance response record; extracting an appeal place, appeal content and appeal time from the customer appeal list; according to the appeal place, determining the affiliated area; determining a fault type according to the appeal content; retrieving operation and maintenance data of the power distribution network, confirming an operation and maintenance record of the station area where the appeal place is located at the appeal time, and checking whether abnormal data conforming to the fault type exists or not; if no related abnormal data exist, marking the appeal list as an unreal appeal list and removing the unreal appeal list; and if the abnormal data exists, whether the fault is processed according to a preset standard is verified according to the operation and maintenance response record, and if the fault is processed, the appeal list is marked as a processed appeal list and is eliminated. According to the invention, the verification efficiency of the customer appeal lists of the power distribution network can be improved.

Description

Technical Field

[0001] This invention relates to the field of information processing technology, specifically to a method, apparatus, electronic device, and storage medium for verifying customer request forms in a power distribution network. Background Technology

[0002] Verification of customer complaint forms in the power industry is of significant practical importance. With the continuous increase in the number of customers and the diversification of electricity service demands, the number of customer complaint forms has surged year by year. Timely and accurate verification and processing of customer complaint forms not only helps improve customer satisfaction but also effectively supports power companies in implementing energy regulation and improving service quality. However, current verification methods suffer from a series of problems when processing the massive amounts of complaint form data, affecting verification efficiency and accuracy.

[0003] Currently, the number of customer complaints in the power distribution network is enormous, and many complaints are outdated, failing to be updated in a timely manner even after the actual issues have been addressed. Furthermore, the existence of false complaints further complicates the verification process. Due to the low efficiency of manual verification, complaints that truly require attention are not accurately identified and processed promptly, delaying problem resolution. This inefficient verification method not only affects the timeliness of problem handling but also reduces customer satisfaction to some extent. Summary of the Invention

[0004] This invention provides a method, apparatus, electronic device, and storage medium for verifying customer request forms in a power distribution network, which can solve the problem of low efficiency in verifying customer request forms in the prior art.

[0005] An embodiment of the present invention provides a method for verifying customer request forms in a power distribution network, comprising: Obtain customer request forms, distribution network operation and maintenance data, and distribution network operation and maintenance response records; Extract the location, content, and time of the complaint from the customer complaint form of the power distribution network. Determine the district to which the location of the complaint belongs based on the location of the complaint; Determine the type of power distribution network fault based on the content of the complaint; Based on the distribution network operation and maintenance data, retrieve the operation and maintenance data of the transformer substation where the complaint is located at the time of the complaint, and confirm whether there are any abnormal records in the operation and maintenance data that match the type of fault in the distribution network. If there are no abnormal records in the operation and maintenance data that match the type of fault in the distribution network, the customer complaint form for the distribution network will be treated as an unfounded complaint form and removed. If there are abnormal records in the operation and maintenance data that match the type of distribution network fault, verify whether the type of distribution network fault has been handled according to the preset handling standards based on the distribution network operation and maintenance response records. If so, the distribution network customer request form is treated as a processed request form and removed.

[0006] Furthermore, the determination of the distribution network fault type based on the request includes: Input the request content into the fault type analysis model so that the fault type analysis model can generate the distribution network fault type based on the request content; The training of the fault type analysis model includes: Obtain the requirements and corresponding tags for training; wherein the tags are fault types; Based on the requirements for training and the corresponding labels, construct a training set; The training set is randomly divided into several batches of training samples according to a preset number; The training samples from each batch are sequentially input into the fault type analysis model to train the model until a preset number of training iterations are reached. Each time a batch of training samples is received, the fault type analysis model outputs the predicted distribution network fault type corresponding to the training sample. A loss function value is calculated based on the predicted distribution network fault type and its corresponding label. The fault type analysis model is then updated based on the loss function value.

[0007] Furthermore, the step of verifying whether the distribution network fault type has been handled according to the preset handling standards based on the distribution network operation and maintenance response record includes: Based on the distribution network operation and maintenance response records, determine whether the distribution network fault type belongs to planned maintenance or unplanned fault; If the fault type in the distribution network falls under planned maintenance, the system determines whether a planned maintenance SMS reminder has been sent to the customer in the transformer substation where the complaint is located, based on the distribution network operation and maintenance response record. If not, the system determines that the fault type in the distribution network has not been handled according to the preset handling standards. If yes, the system determines that the fault type in the distribution network has been handled according to the preset handling standards. If the fault type in the power distribution network is an unplanned fault, the power distribution network operation and maintenance response record is used to determine whether technical personnel have been dispatched for emergency repair within the preset time. If not, the fault type in the power distribution network is determined not to have been handled according to the preset handling standard. If yes, the fault type in the power distribution network is determined to have been handled according to the preset handling standard.

[0008] Furthermore, if the maintenance data contains abnormal records that match the type of fault in the distribution network, it also includes: If it is determined that the fault type of the distribution network is not handled in accordance with the preset handling standards, then accountability information is generated based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response record. The relevant management unit shall be determined based on the distribution area to which the location of the customer request form corresponds; The accountability information will be sent to the relevant management unit.

[0009] Based on the above method embodiments, the present invention provides corresponding apparatus embodiments.

[0010] One embodiment of the present invention provides a device for verifying customer complaint forms in a distribution network, comprising: a distribution network data acquisition module, a complaint form information extraction module, a transformer area information determination module, a distribution network fault type determination module, a complaint form authenticity verification module, and a complaint form accountability module; The power distribution network data acquisition module is used to acquire power distribution network customer request forms, power distribution network operation and maintenance data, and power distribution network operation and maintenance response records. The complaint form information extraction module is used to extract the complaint location, complaint content, and complaint time from the complaint forms of power distribution network customers. The transformer area information determination module is used to determine the transformer area to which the location of the complaint belongs based on the location of the complaint. The power distribution network fault type determination module is used to determine the power distribution network fault type based on the request content. The authenticity verification module for the complaint form is used to retrieve the operation and maintenance data of the transformer substation where the complaint is located at the time of the complaint, based on the operation and maintenance data of the distribution network, and to confirm whether there are any abnormal records in the operation and maintenance data that match the fault type of the distribution network. The complaint tracking module is used to, when there are no abnormal records in the operation and maintenance data that match the type of distribution network fault, treat the distribution network customer complaint as an untrue complaint and remove it; when there are abnormal records in the operation and maintenance data that match the type of distribution network fault, it verifies, according to the distribution network operation and maintenance response record, whether the distribution network fault type has been handled according to the preset processing standards, and if so, treats the distribution network customer complaint as a processed complaint and removes it.

[0011] Furthermore, the distribution network customer complaint verification device and the distribution network fault type determination module include: a fault type analysis module training unit and a model solving unit; The fault type analysis module training unit is used to acquire the requirements and corresponding labels for model training; wherein the labels are fault types; construct a training set based on the requirements and corresponding labels for model training; randomly divide the training set into several batches of training samples according to a preset number; input each batch of training samples into the fault type analysis model sequentially to train the fault type analysis model until a preset number of training iterations is reached; wherein, when the fault type analysis model receives a batch of training samples, it outputs the distribution network fault type corresponding to the training sample; calculates the loss function value based on the distribution network fault type and the corresponding label using a loss function; and updates the fault type analysis model using an optimizer based on the loss function value. The model solving unit is used to input the request content into the fault type analysis model so that the fault type analysis model can generate the distribution network fault type based on the request content.

[0012] Furthermore, the distribution network customer complaint verification device and complaint accountability module, which verify whether the distribution network fault type has been handled according to the preset processing standards based on the distribution network operation and maintenance response record, includes: Based on the distribution network operation and maintenance response records, determine whether the distribution network fault type belongs to planned maintenance or unplanned fault; If the fault type in the distribution network falls under planned maintenance, the system determines whether a planned maintenance SMS reminder has been sent to the customer in the transformer substation where the complaint is located, based on the distribution network operation and maintenance response record. If not, the system determines that the fault type in the distribution network has not been handled according to the preset handling standards. If yes, the system determines that the fault type in the distribution network has been handled according to the preset handling standards. If the fault type in the power distribution network is an unplanned fault, the power distribution network operation and maintenance response record is used to determine whether technical personnel have been dispatched for emergency repair within the preset time. If not, the fault type in the power distribution network is determined not to have been handled according to the preset handling standard. If yes, the fault type in the power distribution network is determined to have been handled according to the preset handling standard.

[0013] Furthermore, the distribution network customer complaint verification device and complaint accountability module, when the maintenance data contains abnormal records matching the distribution network fault type, also include: If it is determined that the fault type of the distribution network is not handled in accordance with the preset handling standards, then accountability information is generated based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response record. The relevant management unit shall be determined based on the distribution area to which the location of the customer request form corresponds; The accountability information will be sent to the relevant management unit.

[0014] Based on the above method embodiments, the present invention provides corresponding electronic device embodiments.

[0015] An embodiment of the present invention provides an electronic device, including a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor. When the processor executes the computer program, it implements any one of the above-described methods for verifying customer request forms in a power distribution network.

[0016] Based on the above method embodiments, the present invention provides corresponding storage medium embodiments.

[0017] One embodiment of the present invention provides a storage medium storing a computer program thereon, wherein, when the computer program is running, it controls the device where the storage medium is located to execute any of the above-described method embodiments of the power distribution network customer request form verification method.

[0018] Compared with the prior art, the present invention has the following beneficial effects: This invention provides a method, device, electronic equipment, and storage medium for verifying customer complaint forms in a power distribution network. The method extracts location, content, and time information from the complaint form and compares the complaint content with maintenance data to ensure the authenticity of the complaint form. Subsequently, it verifies whether the relevant faults mentioned in the complaint form were handled promptly according to preset standards by combining the maintenance response records, thereby avoiding untimely handling. This invention significantly improves verification efficiency through an automated verification process, effectively avoiding the problem of missed complaints caused by the low efficiency of manual verification, and improving the timeliness of problem handling. Attached Figure Description

[0019] Figure 1 This is a flowchart illustrating a method for verifying customer request forms in a power distribution network, provided by an embodiment of the present invention.

[0020] Figure 2 This is a schematic diagram of the structure of a power distribution network customer complaint form verification device provided in an embodiment of the present invention. Detailed Implementation

[0021] The technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of the present invention.

[0022] like Figure 1As shown, to address the problem of low efficiency in verifying customer request forms in the existing technology, an embodiment of the present invention provides a method for verifying customer request forms in the distribution network, which includes at least the following steps: Step S1: Obtain distribution network customer request forms, distribution network operation and maintenance data, and distribution network operation and maintenance response records.

[0023] Specifically, this involves acquiring customer complaint forms, distribution network operation and maintenance data, and distribution network operation and maintenance response records. This includes extracting key information related to complaint form verification from multiple channels and systems. Customer complaint forms contain information such as the location, content, and time of the complaint, providing an initial basis for fault location and type analysis. Distribution network operation and maintenance data records the operating status of distribution network equipment, monitoring indicators, and abnormal event logs, used to analyze fault characteristics and locate fault areas. Distribution network operation and maintenance response records reflect the fault handling process and progress, including response time, repair measures, and handling results, providing a basis for judging whether fault handling meets preset standards. By integrating the above data, comprehensive support can be provided for the accurate verification and classification management of distribution network customer complaint forms.

[0024] Step S2: Extract the location, content, and time of the request from the customer request form of the power distribution network.

[0025] Specifically, this involves extracting the location, content, and time of requests from customer complaint forms in the distribution network. This includes parsing the text of the complaint forms to extract the explicitly described location of the problem, the specific issue raised by the customer, and the time the request was submitted. The location of the request is crucial data for subsequently determining the transformer substation area and fault location; the content of the request is used to analyze the fault type or anomaly; and the time of the request provides a timeline reference for matching maintenance data. To improve the accuracy of information extraction, natural language processing technology can be used to perform semantic analysis on the complaint forms, automatically identifying and standardizing the extraction of the aforementioned key information. This reduces manual intervention and provides accurate input for subsequent maintenance data retrieval and fault verification.

[0026] Step S3: Determine the district where the complaint is located based on the location of the complaint.

[0027] It's important to note here that determining the transformer substation to which the complaint belongs involves using a Geographic Information System (GIS) or related management platform to match the geographical scope of the complaint location with the corresponding transformer substation area. Specifically, this involves standardizing the customer-provided complaint location to ensure consistency between the address format and the geographic information in the system, and then using the GIS platform's area matching function to quickly locate the specific transformer substation to which the complaint belongs. To improve efficiency, address resolution algorithms can be used to automatically map complex descriptive addresses to transformer substation areas. Furthermore, historical maintenance data can be referenced to verify the accuracy of the location results, ensuring precise substation division and laying the foundation for subsequent maintenance data retrieval and fault type confirmation.

[0028] Step S4: Determine the type of power distribution network fault based on the request.

[0029] In a preferred embodiment, determining the type of power distribution network fault based on the claim includes: Input the request content into the fault type analysis model so that the fault type analysis model can generate the distribution network fault type based on the request content; The training of the fault type analysis model includes: Obtain the requirements and corresponding tags for training; wherein the tags are fault types; Based on the requirements for training and the corresponding labels, construct a training set; The training set is randomly divided into several batches of training samples according to a preset number; The training samples from each batch are sequentially input into the fault type analysis model to train the model until a preset number of training iterations are reached. Each time a batch of training samples is received, the fault type analysis model outputs the predicted distribution network fault type corresponding to the training sample. A loss function value is calculated based on the predicted distribution network fault type and its corresponding label. The fault type analysis model is then updated based on the loss function value.

[0030] Specifically, the extracted complaint content is input into the fault type analysis model, which then generates the corresponding distribution network fault type. To ensure the model's accuracy, it is trained using supervised learning. First, a large amount of historical complaint content containing actual fault type labels is collected to construct a training set for model training, with the labels corresponding to the distribution network fault types. Then, the training set is randomly divided into several batches of training samples to improve training efficiency and reduce the risk of overfitting. During training, each batch of training samples is sequentially input into the model, and the model outputs the corresponding predicted fault type. Based on the prediction results and actual labels, the loss function value is calculated, and optimization algorithms such as gradient descent are used to adjust the model parameters, gradually reducing the loss function value. This training process is repeated until the preset number of training iterations is reached or the model performance meets the expected requirements, ultimately forming an analysis model capable of accurately classifying fault types for efficient processing of newly input complaint content. Fault types can include voltage anomalies, equipment failures, frequent power outages, line faults, or missing planned maintenance notices. For example, customer descriptions such as "lights flickering" or "difficulty starting appliances" may correspond to abnormal voltage; "widespread power outages" or "sudden power cuts" may indicate equipment malfunction; "frequent unexplained power outages" or "unstable power supply" can be categorized as frequent power outages; "power lines broken by the wind" or "abnormal sparks near utility poles" may reflect line faults; and "sudden power outages without prior notice" may involve missing planned maintenance notifications. In the model training data, these specific requests are clearly labeled as corresponding fault types, forming tags to help the model achieve efficient identification of standardized fault types from natural language descriptions through supervised learning.

[0031] Step S5: Based on the distribution network operation and maintenance data, retrieve the operation and maintenance data of the transformer substation to which the complaint is located at the time of the complaint, and confirm whether there are any abnormal records in the operation and maintenance data that match the type of fault in the distribution network.

[0032] Specifically, based on distribution network operation and maintenance data, for the transformer substation where the complaint is located, relevant operation and maintenance data is retrieved within the complaint time frame to analyze whether the data contains abnormal information consistent with the type of distribution network fault. Specifically, various indicators in the operation and maintenance data, such as voltage, current, power, equipment operating status, and alarm information, can be used to determine whether characteristics reflecting the fault type exist. For example, for a complaint of voltage anomaly, the focus is on whether the operation and maintenance data records events where the voltage deviates from the normal range; for equipment faults, the equipment status data and alarm logs are searched for records of fault shutdowns or component malfunctions. If abnormal records matching the fault type can be located in the operation and maintenance data of the transformer substation, the detailed information of the relevant data is further analyzed to verify the specific impact range and duration of the fault, providing an accurate basis for subsequent response and handling.

[0033] Step S6: If there are no abnormal records in the operation and maintenance data that match the type of distribution network fault, the distribution network customer request form is treated as an invalid request form and removed; if there are abnormal records in the operation and maintenance data that match the type of distribution network fault, the operation and maintenance response record is used to verify whether the type of distribution network fault has been handled according to the preset processing standard. If so, the distribution network customer request form is treated as a processed request form and removed.

[0034] It should be noted that if the maintenance data does not contain any abnormal records matching the type of distribution network fault, it indicates that no related anomalies were found in the distribution network system. Therefore, the customer's request can be determined to be a false request and removed from the subsequent processing flow to avoid unnecessary waste of resources. If the maintenance data contains abnormal records matching the type of distribution network fault, it indicates that a related anomaly does exist in the distribution network system, and the fault handling situation needs further verification. In this case, based on the distribution network maintenance response record, it is checked whether the distribution network fault type has been appropriately handled according to the preset handling standards. If it has been handled according to the preset standards and all response measures have been implemented in a timely manner, the customer's request is marked as a handled request and removed, indicating that the fault has been properly resolved, ensuring the smooth progress of the request handling process. If it has not been handled according to the preset standards, the request needs further follow-up, timely remedial measures, and subsequent accountability.

[0035] In a preferred embodiment, verifying whether the distribution network fault type has been handled according to the preset processing standards based on the distribution network operation and maintenance response record includes: Based on the distribution network operation and maintenance response records, determine whether the distribution network fault type belongs to planned maintenance or unplanned fault; If the fault type in the distribution network falls under planned maintenance, the system determines whether a planned maintenance SMS reminder has been sent to the customer in the transformer substation where the complaint is located, based on the distribution network operation and maintenance response record. If not, the system determines that the fault type in the distribution network has not been handled according to the preset handling standards. If yes, the system determines that the fault type in the distribution network has been handled according to the preset handling standards. If the fault type in the power distribution network is an unplanned fault, the power distribution network operation and maintenance response record is used to determine whether technical personnel have been dispatched for emergency repair within the preset time. If not, the fault type in the power distribution network is determined not to have been handled according to the preset handling standard. If yes, the fault type in the power distribution network is determined to have been handled according to the preset handling standard.

[0036] Specifically, based on the distribution network operation and maintenance response records, it can be determined whether the distribution network fault type belongs to planned maintenance or unplanned fault. If the fault type belongs to planned maintenance, it is necessary to further verify whether it has been handled according to the preset standards and procedures. Specifically, based on the distribution network operation and maintenance response records, it is determined whether a planned maintenance SMS reminder has been sent to the customer in the transformer area where the complaint is located. If no reminder has been sent, it can be determined that the fault was not handled in a timely manner according to the preset handling standards, and corresponding remedial measures need to be taken; if an SMS reminder has been sent, it can be considered that the fault has been handled according to the preset handling standards, and the customer has received timely notification.

[0037] If the fault type is unplanned, it is necessary to verify whether technical personnel were dispatched for emergency repairs within the stipulated time. Based on the distribution network operation and maintenance response record, determine whether the technical personnel arrived on-site for emergency repairs within the preset timeframe. If the technical personnel did not arrive on time and did not carry out emergency repairs within the stipulated time, it can be determined that the fault was not handled according to the preset handling standards, requiring further accountability and improvement. If the technical personnel arrived on time and completed the emergency repairs, it can be determined that the fault was properly handled according to the preset handling standards, ensuring the operational stability of the distribution network and the quality of customer service.

[0038] In a preferred embodiment, if the maintenance data contains abnormal records that match the type of power distribution network fault, the method further includes: If it is determined that the fault type of the distribution network is not handled in accordance with the preset handling standards, then accountability information is generated based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response record. The relevant management unit shall be determined based on the distribution area to which the location of the customer request form corresponds; The accountability information will be sent to the relevant management unit.

[0039] Specifically, if it is determined that the distribution network fault type was not handled according to the preset processing standards, the first step is to analyze in detail the specific reasons why the fault was not handled according to the standards, based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response records. Combining these three records, accountability information is generated. This accountability information will include details such as the specific circumstances of the failure to handle the fault on time, the time period of the delay, the relevant responsible units, and the potential impact.

[0040] Next, based on the location of the distribution network customer request form, determine the management unit responsible for that distribution area. The management unit is typically the entity responsible for fault handling, customer service, and operation and maintenance in that area, and may include the distribution network operation and management center, the operation and maintenance team, or other relevant departments.

[0041] Finally, the generated accountability information is promptly sent to the relevant management units so that they can hold those responsible accountable and take corrective measures. This information transmission process ensures that management units receive feedback and take action as soon as possible, preventing similar problems from recurring, while also optimizing the power distribution network fault handling process and improving service quality and response speed.

[0042] Based on the above method embodiments, the present invention provides corresponding apparatus embodiments.

[0043] like Figure 2 As shown, an embodiment of the present invention provides a power distribution network customer complaint verification device, including: a power distribution network data acquisition module, a complaint information extraction module, a transformer area information determination module, a power distribution network fault type determination module, a complaint authenticity verification module, and a complaint accountability module; The power distribution network data acquisition module is used to acquire power distribution network customer request forms, power distribution network operation and maintenance data, and power distribution network operation and maintenance response records. The complaint form information extraction module is used to extract the complaint location, complaint content, and complaint time from the complaint forms of power distribution network customers. The transformer area information determination module is used to determine the transformer area to which the location of the complaint belongs based on the location of the complaint. The power distribution network fault type determination module is used to determine the power distribution network fault type based on the request content. The authenticity verification module for the complaint form is used to retrieve the operation and maintenance data of the transformer substation where the complaint is located at the time of the complaint, based on the operation and maintenance data of the distribution network, and to confirm whether there are any abnormal records in the operation and maintenance data that match the fault type of the distribution network. The complaint tracking module is used to, when there are no abnormal records in the operation and maintenance data that match the type of distribution network fault, treat the distribution network customer complaint as an untrue complaint and remove it; when there are abnormal records in the operation and maintenance data that match the type of distribution network fault, it verifies, according to the distribution network operation and maintenance response record, whether the distribution network fault type has been handled according to the preset processing standards, and if so, treats the distribution network customer complaint as a processed complaint and removes it.

[0044] In a preferred embodiment, the power distribution network customer complaint form verification device and the power distribution network fault type determination module include: a fault type analysis module training unit and a model solving unit; The fault type analysis module training unit is used to acquire the requirements and corresponding labels for model training; wherein the labels are fault types; construct a training set based on the requirements and corresponding labels for model training; randomly divide the training set into several batches of training samples according to a preset number; input each batch of training samples into the fault type analysis model sequentially to train the fault type analysis model until a preset number of training iterations is reached; wherein, when the fault type analysis model receives a batch of training samples, it outputs the distribution network fault type corresponding to the training sample; calculates the loss function value based on the distribution network fault type and the corresponding label using a loss function; and updates the fault type analysis model using an optimizer based on the loss function value. The model solving unit is used to input the request content into the fault type analysis model so that the fault type analysis model can generate the distribution network fault type based on the request content.

[0045] In a preferred embodiment, the distribution network customer complaint verification device and the complaint accountability module, in the step of verifying whether the distribution network fault type has been handled according to the preset processing standards based on the distribution network operation and maintenance response record, include: Based on the distribution network operation and maintenance response records, determine whether the distribution network fault type belongs to planned maintenance or unplanned fault; If the fault type in the distribution network falls under planned maintenance, the system determines whether a planned maintenance SMS reminder has been sent to the customer in the transformer substation where the complaint is located, based on the distribution network operation and maintenance response record. If not, the system determines that the fault type in the distribution network has not been handled according to the preset handling standards. If yes, the system determines that the fault type in the distribution network has been handled according to the preset handling standards. If the fault type in the power distribution network is an unplanned fault, the power distribution network operation and maintenance response record is used to determine whether technical personnel have been dispatched for emergency repair within the preset time. If not, the fault type in the power distribution network is determined not to have been handled according to the preset handling standard. If yes, the fault type in the power distribution network is determined to have been handled according to the preset handling standard.

[0046] In a preferred embodiment, the distribution network customer complaint verification device and complaint accountability module further include, in the case that the operation and maintenance data contains abnormal records that match the type of distribution network fault, the following: If it is determined that the fault type of the distribution network is not handled in accordance with the preset handling standards, then accountability information is generated based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response record. The relevant management unit shall be determined based on the distribution area to which the location of the customer request form corresponds; The accountability information will be sent to the relevant management unit.

[0047] It should be noted that the embodiments of the device described above correspond to the embodiments of the present invention described above, and can realize the power distribution network customer request form verification method described in any one of the above embodiments of the present invention. Furthermore, the embodiments of the device described above are merely illustrative. The modules described as separate components may or may not be physically separate, and the components shown as modules may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the modules can be selected to achieve the purpose of this embodiment according to actual needs. In addition, in the accompanying drawings of the device embodiments provided by the present invention, the connection relationship between modules indicates that they have a communication connection, which can be specifically implemented as one or more communication buses or signal lines. Those skilled in the art can understand and implement this without creative effort.

[0048] Based on the above-described method embodiments of the present invention, a corresponding embodiment of an electronic device is provided.

[0049] An embodiment of the present invention provides an electronic device, including a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor. When the processor executes the computer program, it implements the power distribution network customer request form verification method according to any one of the present invention, or, when the processor executes the computer program, it implements the functions of each module in the above-described device embodiments.

[0050] For example, the computer program may be divided into one or more modules, which are stored in the memory and executed by the processor to complete the present invention. The one or more modules may be a series of computer program instruction segments capable of performing specific functions, which describe the execution process of the computer program in the terminal device.

[0051] The terminal device may be a desktop computer, laptop, handheld computer, or cloud server, etc. The terminal device may include, but is not limited to, a processor and a memory.

[0052] The processor can be a Central Processing Unit (CPU), or other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), field-programmable gate arrays (FPGAs), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. A general-purpose processor can be a microprocessor or any conventional processor. The processor is the control center of the terminal device, connecting all parts of the terminal device via various interfaces and lines.

[0053] The memory can be used to store the computer programs and / or modules. The processor implements various functions of the terminal device by running or executing the computer programs and / or modules stored in the memory and by calling data stored in the memory. The memory may mainly include a program storage area and a data storage area. The program storage area may store the operating system, applications required for at least one function, etc.; the data storage area may store data created based on the use of the mobile phone, etc. In addition, the memory may include high-speed random access memory, and may also include non-volatile memory, such as hard disk, memory, plug-in hard disk, smart media card (SMC), secure digital card (SD card), flash card, at least one disk storage device, flash memory device, or other volatile solid-state storage device.

[0054] Based on the above method embodiments, the present invention provides corresponding storage medium embodiments; Another embodiment of the present invention provides a storage medium including a stored computer program, wherein, when the computer program is running, it controls the device where the storage medium is located to execute any of the above-described power distribution network customer request form verification methods of the present invention.

[0055] The aforementioned storage medium is a computer-readable storage medium, and the computer program includes computer program code, which may be in the form of source code, object code, executable file, or certain intermediate forms. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording media, USB flash drive, portable hard drive, magnetic disk, optical disk, computer memory, read-only memory (ROM), random access memory (RAM), electrical carrier signals, telecommunication signals, and software distribution media, etc.

[0056] In the description of this specification, the references to terms such as "one embodiment," "some embodiments," "example," "specific example," or "some examples," etc., indicate that a specific feature, structure, material, or characteristic described in connection with that embodiment or example is included in at least one embodiment or example of this application. Furthermore, the specific features, structures, materials, or characteristics described may be combined in any suitable manner in one or more embodiments or examples. Moreover, without contradiction, those skilled in the art can combine and integrate the different embodiments or examples described in this specification, as well as the features of those different embodiments or examples.

[0057] The above description represents the preferred embodiments of the present invention. It should be noted that those skilled in the art can make various improvements and modifications without departing from the principles of the present invention, and these improvements and modifications are also considered to be within the scope of protection of the present invention.

Claims

1. A method for verifying customer complaint forms in a power distribution network, characterized in that, include: Obtain customer request forms, distribution network operation and maintenance data, and distribution network operation and maintenance response records; Extract the location, content, and time of the complaint from the customer complaint form of the power distribution network. Determine the district to which the location of the complaint belongs based on the location of the complaint; Determine the type of power distribution network fault based on the content of the complaint; Based on the distribution network operation and maintenance data, retrieve the operation and maintenance data of the transformer substation where the complaint is located at the time of the complaint, and confirm whether there are any abnormal records in the operation and maintenance data that match the type of fault in the distribution network. If there are no abnormal records in the operation and maintenance data that match the type of fault in the distribution network, the customer complaint form for the distribution network will be treated as an unfounded complaint form and removed. If there are abnormal records in the operation and maintenance data that match the type of distribution network fault, verify whether the type of distribution network fault has been handled according to the preset handling standards based on the distribution network operation and maintenance response records. If so, the distribution network customer request form is treated as a processed request form and removed.

2. The method for verifying customer complaint forms in a power distribution network as described in claim 1, characterized in that, The process of identifying the type of power distribution network fault based on the requested information includes: Input the request content into the fault type analysis model so that the fault type analysis model can generate the distribution network fault type based on the request content; The training of the fault type analysis model includes: Obtain the requirements and corresponding tags for training; wherein the tags are fault types; Based on the requirements for training and the corresponding labels, construct a training set; The training set is randomly divided into several batches of training samples according to a preset number; The training samples from each batch are sequentially input into the fault type analysis model to train the model until a preset number of training iterations are reached. Each time a batch of training samples is received, the fault type analysis model outputs the predicted distribution network fault type corresponding to the training sample. A loss function value is calculated based on the predicted distribution network fault type and its corresponding label. The fault type analysis model is then updated based on the loss function value.

3. The method for verifying customer complaint forms in a distribution network as described in claim 2, characterized in that, The step of verifying whether the fault type of the distribution network has been handled according to the preset handling standards based on the distribution network operation and maintenance response record includes: Based on the distribution network operation and maintenance response records, determine whether the distribution network fault type belongs to planned maintenance or unplanned fault; If the fault type in the distribution network falls under planned maintenance, the system determines whether a planned maintenance SMS reminder has been sent to the customer in the transformer substation where the complaint is located, based on the distribution network operation and maintenance response record. If not, the system determines that the fault type in the distribution network has not been handled according to the preset handling standards. If yes, the system determines that the fault type in the distribution network has been handled according to the preset handling standards. If the fault type in the power distribution network is an unplanned fault, the power distribution network operation and maintenance response record is used to determine whether technical personnel have been dispatched for emergency repair within the preset time. If not, the fault type in the power distribution network is determined not to have been handled according to the preset handling standard. If yes, the fault type in the power distribution network is determined to have been handled according to the preset handling standard.

4. The method for verifying customer complaint forms in a distribution network as described in claim 3, characterized in that, If the maintenance data contains abnormal records that match the type of power distribution network fault, the following additional steps are also included: If it is determined that the fault type of the distribution network is not handled in accordance with the preset handling standards, then accountability information is generated based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response record. The relevant management unit shall be determined based on the distribution area to which the location of the customer request form corresponds; The accountability information will be sent to the relevant management unit.

5. A device for verifying customer complaint forms in a power distribution network, characterized in that, include: The system includes a distribution network data acquisition module, a complaint form information extraction module, a transformer area information determination module, a distribution network fault type determination module, a complaint form authenticity verification module, and a complaint form accountability module. The power distribution network data acquisition module is used to acquire power distribution network customer request forms, power distribution network operation and maintenance data, and power distribution network operation and maintenance response records. The complaint form information extraction module is used to extract the complaint location, complaint content, and complaint time from the complaint forms of power distribution network customers. The transformer area information determination module is used to determine the transformer area to which the location of the complaint belongs based on the location of the complaint. The power distribution network fault type determination module is used to determine the power distribution network fault type based on the request content. The authenticity verification module for the complaint form is used to retrieve the operation and maintenance data of the transformer substation where the complaint is located at the time of the complaint, based on the operation and maintenance data of the distribution network, and to confirm whether there are any abnormal records in the operation and maintenance data that match the fault type of the distribution network. The complaint form accountability module is used to identify and remove the power distribution network customer complaint form as an untrue complaint form if there are no abnormal records in the operation and maintenance data that match the fault type of the power distribution network. If there are abnormal records in the operation and maintenance data that match the type of distribution network fault, verify whether the type of distribution network fault has been handled according to the preset handling standards based on the distribution network operation and maintenance response records. If so, the distribution network customer request form is treated as a processed request form and removed.

6. The distribution network customer complaint verification device as described in claim 5, characterized in that, The distribution network fault type determination module includes: a fault type analysis module training unit and a model solving unit; The fault type analysis module training unit is used to acquire the requirements and corresponding labels for model training; wherein the labels are fault types; construct a training set based on the requirements and corresponding labels for model training; randomly divide the training set into several batches of training samples according to a preset number; input each batch of training samples into the fault type analysis model sequentially to train the fault type analysis model until a preset number of training iterations is reached; wherein, when the fault type analysis model receives a batch of training samples, it outputs the distribution network fault type corresponding to the training sample; calculates the loss function value based on the distribution network fault type and the corresponding label using a loss function; and updates the fault type analysis model using an optimizer based on the loss function value. The model solving unit is used to input the request content into the fault type analysis model so that the fault type analysis model can generate the distribution network fault type based on the request content.

7. The distribution network customer complaint verification device as described in claim 6, characterized in that, The complaint form accountability module verifies, based on the distribution network operation and maintenance response records, whether the distribution network fault type has been handled according to preset processing standards, including: Based on the distribution network operation and maintenance response records, determine whether the distribution network fault type belongs to planned maintenance or unplanned fault; If the fault type in the distribution network falls under planned maintenance, the system determines whether a planned maintenance SMS reminder has been sent to the customer in the transformer substation where the complaint is located, based on the distribution network operation and maintenance response record. If not, the system determines that the fault type in the distribution network has not been handled according to the preset handling standards. If yes, the system determines that the fault type in the distribution network has been handled according to the preset handling standards. If the fault type in the power distribution network is an unplanned fault, the power distribution network operation and maintenance response record is used to determine whether technical personnel have been dispatched for emergency repair within the preset time. If not, the fault type in the power distribution network is determined not to have been handled according to the preset handling standard. If yes, the fault type in the power distribution network is determined to have been handled according to the preset handling standard.

8. The distribution network customer complaint verification device as described in claim 7, characterized in that, The accountability module for request forms further includes, in cases where the maintenance data contains abnormal records matching the type of fault in the distribution network, the following: If it is determined that the fault type of the distribution network is not handled in accordance with the preset handling standards, then accountability information is generated based on the distribution network customer complaint form, distribution network operation and maintenance data, and distribution network operation and maintenance response record. The relevant management unit shall be determined based on the distribution area to which the location of the customer request form corresponds; The accountability information will be sent to the relevant management unit.

9. An electronic device, characterized in that, It includes a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor, wherein the processor executes the computer program to implement the power distribution network customer request form verification method as described in any one of claims 1 to 4.

10. A storage medium, characterized in that, The storage medium includes a stored computer program, wherein, when the computer program is running, it controls the device where the storage medium is located to execute the power distribution network customer request form verification method as described in any one of claims 1 to 4.

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