Smart Gas Call Center Work Order Matching by Agent Expertise
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Solution Overview
Problem
Existing gas maintenance systems fail to accurately match work order processing scopes with the individual abilities of customer service agents and maintainers, leading to inefficiencies and customer complaints.
Innovation Solution
An IoT system for a smart gas call center that includes a smart gas user platform, a smart gas service platform, and a smart gas management platform, which generate multi-dimensional evaluation values for agents and maintainers based on call consultation data to adjust their work order processing scopes accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If work orders are randomly assigned to agents and maintainers, then assignment simplicity is maintained, but matching accuracy between work order processing scope and individual abilities deteriorates
Solution Approach 1:
The system changes the parameters of work order assignment from random selection to multi-dimensional evaluation based on multiple parameters including agent ability, maintainer expertise, fault type, and location. This transforms the assignment process into a parameter-driven matching system that evaluates compatibility between work order requirements and personnel capabilities across multiple dimensions simultaneously.
Solution Approach 2:
The patent introduces multiple evaluation dimensions (agent ability dimension, maintainer expertise dimension, fault type dimension, location dimension) to transform the previously one-dimensional random assignment process. This multi-dimensional evaluation framework enables comprehensive matching by considering various attributes simultaneously, thereby improving matching accuracy without significantly complicating the operation.
2Measurement precision
If multi-dimensional evaluation is implemented for agents and maintainers, then matching accuracy is improved, but system complexity increases
Solution Approach 1:
The smart gas management platform is designed as a universal system that performs multiple functions: it manages user information, processes work orders, conducts multi-dimensional evaluations of agents and maintainers, and optimizes assignment decisions. By consolidating these diverse functions into a single multi-functional platform, the system achieves high matching accuracy while avoiding the need for multiple separate complex systems.
Solution Approach 2:
The system automatically performs multi-dimensional evaluations and generates optimal assignment recommendations without requiring manual intervention. The smart gas management platform self-evaluates agent and maintainer capabilities, compares them against work order requirements, and autonomously determines the best matching pairs, thereby reducing operational complexity despite the sophisticated evaluation methodology.
3Reliability
If work order processing scope is adjusted based on evaluation values, then maintenance quality is improved, but processing time increases
Solution Approach 1:
The system performs multi-dimensional evaluations of agents and maintainers in advance, before actual work order assignment occurs. By pre-establishing evaluation values and capability profiles, the system prepares matching data beforehand, so that when work orders need to be assigned, the system can quickly retrieve and compare pre-computed evaluation data rather than conducting evaluations in real-time, thus maintaining high maintenance quality while minimizing processing time.
Data Source
AI summary
The embodiments of the present disclosure provide methods and Internet of Things (IoT) systems for maintenance management of a smart gas call center. The method includes: obtaining call consultation data information of a gas user; generating a multi-dimensional location evaluation value of an agent to be evaluated based on the call consultation data information, wherein the agent to be evaluated locates a gas fault type based on the call consultation data information; generating a multi-dimensional maintenance evaluation value of a maintainer to be evaluated based on the call consultation data information, wherein the maintainer to be evaluated performs maintenance based on the gas fault type; and adjusting a work order processing scope of the maintainer to be evaluated and the agent to be evaluated based on the multi-dimensional maintenance evaluation value and the multi-dimensional location evaluation value.