CN106791237A - For consumers' opinions processing unit, the system and method for Utilities Electric Co. - Google Patents
For consumers' opinions processing unit, the system and method for Utilities Electric Co. Download PDFInfo
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- CN106791237A CN106791237A CN201611202149.3A CN201611202149A CN106791237A CN 106791237 A CN106791237 A CN 106791237A CN 201611202149 A CN201611202149 A CN 201611202149A CN 106791237 A CN106791237 A CN 106791237A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D30/00—Reducing energy consumption in communication networks
- Y02D30/70—Reducing energy consumption in communication networks in wireless communication networks
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Abstract
The invention provides a kind of consumers' opinions processing unit, system and method for Utilities Electric Co., the system includes consumers' opinions processing unit, also including being arranged at the sub-processor and display screen of subsector of Utilities Electric Co. side；The consumers' opinions processing unit includes being arranged at primary processor, speech receiver and the wireless calling main frame of Customer Service Center of Utilities Electric Co.；Primary processor respectively with speech receiver, the host machine wired connection of wireless calling；Primary processor has radio communication function, for the sub-processor wireless communication connection for being arranged at subsector of Utilities Electric Co..The present invention can alleviate the mode inefficiency and relatively costly problem of artificial treatment consumers' opinions in the prior art, and effectively lifting Utilities Electric Co. processes the efficiency of consumers' opinions, while being effectively saved human cost.
Description
Technical field
The present invention relates to power marketing technical field, dress is processed more particularly, to a kind of consumers' opinions for Utilities Electric Co.
Put, system and method.
Background technology
It is well known that people's daily life be unable to do without electricity, therefore the service of Utilities Electric Co. is largely affected
The adventure in daily life degree of people.
Utilities Electric Co. is provided with special Customer Service Center, and arrangement has many people specially to keep hotline to receive and record
Consumers' opinions, customer complaint or suggestion etc., and the department related to consumers' opinions is notified according to consumers' opinions, so that phase
Pass department takes solution, and replies user.However, the mode of this artificial treatment consumers' opinions of prior art is not only imitated
Rate is low, and consumes larger manpower, relatively costly and poor to the Experience Degree that the user for presenting one's view brings.
In sum, for artificial treatment consumers' opinions in the prior art mode inefficiency and relatively costly ask
Topic, not yet proposes effective solution at present.
The content of the invention
In view of this, it is an object of the invention to provide a kind of consumers' opinions processing unit, system for Utilities Electric Co.
And method, the mode inefficiency and relatively costly problem of artificial treatment consumers' opinions in the prior art can be alleviated, effectively
Lifting Utilities Electric Co. processes the efficiency of consumers' opinions, while being effectively saved human cost.
To achieve these goals, the technical scheme that the embodiment of the present invention is used is as follows：
In a first aspect, a kind of consumers' opinions processing unit for Utilities Electric Co. is the embodiment of the invention provides, including：If
It is placed in primary processor, speech receiver and the wireless calling main frame of Customer Service Center of Utilities Electric Co.；Primary processor respectively with language
The host machine wired connection of sound receiver, wireless calling；Primary processor has radio communication function, for be arranged at Utilities Electric Co. point
The sub-processor wireless communication connection of department；Speech receiver is used to receive the voice user's opinion for carrying out user terminal, and will
Voice user's opinion is sent to primary processor；Primary processor is used to for voice user's opinion of reception to be converted to text user meaning
See, keyword is extracted from text user opinion according in default keywords database；Wherein, keyword includes address name, uses
Family contact method, opinion type, power department title, work about electric power personnel title, work about electric power personnel job number, geographical position and
Time；Primary processor is additionally operable to notify and determine target power department according to keyword generation answer in limited time, text user is anticipated
See and prescribe a time limit to reply and notify transmission to the sub-processor of target power department；Wherein, reply in limited time and notify including presetting during answer
Between the time limit；When primary processor is additionally operable to be received within the default time limit time for replying answer report from sub-processor, will answer
Multiple report is sent to user terminal by wireless calling main frame in short message form；Primary processor was additionally operable in default phase time for replying
When the answer report from sub-processor is not received in limit, warning notice is sent to the sub-processor of target power department, and
Warning notice is sent to the associated terminal of the director of target power department in short message form by wireless calling main frame；Wirelessly exhale
Main frame is made to reply report for being sent to user terminal in short message form under the control of primary processor, and for short message shape
Formula sends warning notice to the associated terminal of the director of target power department.
With reference in a first aspect, the embodiment of the invention provides the first possible implementation method of first aspect, wherein, on
State primary processor to be additionally operable to after the preset interval time after sending answer report to user terminal terminates, by wireless calling master
Machine sends opinion treatment feedback inquiry to user terminal in short message form；Primary processor is additionally operable to be received by wireless calling main frame
Carry out the opinion treatment feedback information of user terminal.
With reference in a first aspect, the embodiment of the invention provides second possible implementation method of first aspect, wherein, on
Stating device also includes the main alarm being connected with primary processor；Primary processor is additionally operable in the pass extracted from text user opinion
When keyword includes one-level sensitive word, triggering main alarm alarm；Primary processor is additionally operable to generate emergency notice according to keyword, leads to
Cross wireless calling main frame and send urgent to the associated terminal of the director of target power department with telephony modalities and/or short message form
Notify.
With reference to second possible implementation method of first aspect, the third of first aspect is the embodiment of the invention provides
Possible implementation method, wherein, said apparatus also include the cloud server being connected with primary processor；Primary processor be additionally operable to
Cloud server sends text user opinion and replies and reports；Cloud server be used for text user opinion and answer are reported into
Row analysis, and generate opinion mabage report.
Second aspect, the embodiment of the present invention also provides a kind of consumers' opinions processing system for Utilities Electric Co., including
On the one hand to the consumers' opinions processing unit of any one mode in the third possible implementation method of first aspect, also include
Sub-processor and display screen；Sub-processor is arranged at subsector of Utilities Electric Co. side, and display screen is arranged at subsector of Utilities Electric Co.
Hall；Sub-processor is electrically connected with display screen, and the primary processor radio communication in sub-processor and consumers' opinions processing unit
Connection；Sub-processor is used for reception to be carried out the text user opinion of host processor and replies in limited time to notify, and text user is anticipated
Answer of seeing and prescribe a time limit notifies to send to display screen；Display screen is used to show text user opinion and replies notice in limited time；Subprocessing
Device is additionally operable to receive the answer report of staff's typing, and the answer report that will be received is sent to primary processor.
With reference to second aspect, the first possible implementation method of second aspect is the embodiment of the invention provides, wherein, on
Stating system also includes the sub- alarm being connected with sub-processor；Sub-processor is additionally operable to divide the text user opinion for receiving
Analysis, when text user opinion includes specifying sensitive word, triggers sub- alarm equipment alarm.
With reference to second aspect, second possible implementation method of second aspect is the embodiment of the invention provides, wherein, on
Stating system also includes cloud server；Primary processor wireless connection in cloud server and consumers' opinions processing unit, is used for
The text user opinion and answer report for carrying out host processor are received and analyzed, and generates opinion mabage report.
With reference to second aspect, the third possible implementation method of second aspect is the embodiment of the invention provides, wherein, on
Stating system also includes the user terminal communicated to connect with cloud server；User terminal is used to report voice to use to speech receiver
Family opinion, and receive the answer report that wireless calling main frame sends in short message form；It is additionally operable to be sent to cloud server and looks into
Instruction is ask, to obtain text user opinion, reply report or opinion mabage report.
The third aspect, the embodiment of the invention provides a kind of the third possible reality of application second aspect to second aspect
The consumers' opinions processing method of the system that any one mode in mode is provided is applied, the method includes：Primary processor is connect by voice
Receipts machine receives the voice user's opinion for carrying out user terminal, and voice user's opinion of reception is converted into text user opinion, root
According to extracting keyword from text user opinion in default keywords database；Wherein, keyword includes that address name, user are contacted
Mode, opinion type, power department title, work about electric power personnel title, work about electric power personnel job number, geographical position and time；
Primary processor is notified and determines target power department according to keyword generation answer in limited time, by text user opinion and answer in limited time
Notify the sub-processor sent to target power department；Wherein, reply in limited time and notify to include default time limit time for replying；Main process task
When device receives the answer report from sub-processor within default time limit time for replying, report will be replied and pass through wireless calling master
Machine is sent to user terminal in short message form；Primary processor is not received from sub-processor within default time limit time for replying
When replying report, warning notice is sent to the sub-processor of target power department, and by wireless calling main frame in short message form
Warning notice is sent to the associated terminal of the director of target power department.
With reference to the third aspect, the first possible implementation method of the third aspect is the embodiment of the invention provides, wherein, on
Stating method also includes：Primary processor sends text user opinion and replies and reports to cloud server, so that cloud server pair
Text user opinion and answer report are analyzed and generate opinion mabage report.
The embodiment of the invention provides a kind of consumers' opinions processing unit, system and method for Utilities Electric Co., main place
Voice user's opinion of reception is converted to text user opinion by reason device, therefrom extracts keyword and generation replies notify in limited time,
This is prescribed a time limit to reply and notifies transmission to the sub-processor of target power department, so that the sub-processor of target power department is divided
Analysis and treatment；Primary processor also receives the answer report of sub-processor transmission and is sent to user terminal in short message form, and
Do not received a reply in the default time limit time for replying when reporting and associated with director eventually to the sub-processor of target power department respectively
End sends warning notice.This mode efficiently solves asking for the inefficiency that needs artificial treatment consumers' opinions in the prior art
Topic, i.e., specially keep hotline to record consumers' opinions, notify relevant departments and the solution taken for relevant departments without many people
Scheme replies this whole set of cumbersome flow of user, and the more enough effective lifting Utilities Electric Co.s of the embodiment of the present invention process the effect of consumers' opinions
Rate, while being effectively saved human cost.
Other features and advantages of the present invention will be illustrated in the following description, also, the partly change from specification
Obtain it is clear that or being understood by implementing the present invention.The purpose of the present invention and other advantages are in specification, claims
And specifically noted structure is realized and obtained in accompanying drawing.
To enable the above objects, features and advantages of the present invention to become apparent, preferred embodiment cited below particularly, and coordinate
Appended accompanying drawing, is described in detail below.
Brief description of the drawings
In order to illustrate more clearly of the specific embodiment of the invention or technical scheme of the prior art, below will be to specific
The accompanying drawing to be used needed for implementation method or description of the prior art is briefly described, it should be apparent that, in describing below
Accompanying drawing is some embodiments of the present invention, for those of ordinary skill in the art, before creative work is not paid
Put, other accompanying drawings can also be obtained according to these accompanying drawings.
Fig. 1 shows a kind of structure of consumers' opinions processing unit for Utilities Electric Co. that the embodiment of the present invention is provided
Schematic diagram；
Fig. 2 shows that the another kind that the embodiment of the present invention is provided is used for the knot of the consumers' opinions processing unit of Utilities Electric Co.
Structure schematic diagram；
Fig. 3 shows a kind of structure of consumers' opinions processing system for Utilities Electric Co. that the embodiment of the present invention is provided
Schematic diagram；
Fig. 4 shows that the another kind that the embodiment of the present invention is provided is used for the knot of the consumers' opinions processing system of Utilities Electric Co.
Structure schematic diagram；
Fig. 5 shows a kind of consumers' opinions processing method for Utilities Electric Co. that the embodiment of the present invention is provided.
Specific embodiment
To make the purpose, technical scheme and advantage of the embodiment of the present invention clearer, below in conjunction with accompanying drawing to the present invention
Technical scheme be clearly and completely described, it is clear that described embodiment is a part of embodiment of the invention, rather than
Whole embodiments.Based on the embodiment in the present invention, those of ordinary skill in the art are not making creative work premise
Lower obtained every other embodiment, belongs to the scope of protection of the invention.
Current Utilities Electric Co. would generally arrange many people specially to keep hotline to record consumers' opinions, notify relevant departments and pin
The solution taken relevant departments replies user, it is contemplated that this mode inefficiency and cost of labor is higher, based on this,
A kind of consumers' opinions processing unit, system and method for Utilities Electric Co. provided in an embodiment of the present invention, can effectively be lifted
Utilities Electric Co. processes the efficiency of consumers' opinions, while being effectively saved human cost.For ease of understanding the present embodiment, under
Face is described in detail by embodiment,
Embodiment one：
A kind of structural representation of consumers' opinions processing unit for Utilities Electric Co. shown in Figure 1, including：Set
Primary processor 10, speech receiver 20 and wireless calling main frame 30 in Customer Service Center of Utilities Electric Co.；10 points of primary processor
Not with speech receiver 20, the wired connection of wireless calling main frame 30；Primary processor 10 have radio communication function, for setting
In the sub-processor wireless communication connection of subsector of Utilities Electric Co.；
Speech receiver 20 be used for receive come user terminal voice user's opinion, and by voice user's opinion send to
Primary processor 10；
Primary processor 10 is used to for voice user's opinion of reception to be converted to text user opinion, according to default keyword
In storehouse keyword is extracted from text user opinion；Wherein, keyword include address name, user contact details, opinion type,
Power department title, work about electric power personnel title, work about electric power personnel job number, geographical position and time；For example, opinion type bag
Include complaint, suggestion, consulting etc.；
Primary processor 10 is additionally operable to notify and determine target power department according to keyword generation answer in limited time, text is used
Family opinion and in limited time answer notify the sub-processor sent to target power department；Wherein, reply in limited time and notify to include default answering
Multiple time limit；Default time limit time for replying is related to keyword, for example, when the keyword that consumers' opinions includes is " complaint "
When, the time for replying is preset for 24 hours；When the keyword that consumers' opinions includes is " consulting ", the time for replying is preset for 3 is small
When.
When primary processor 10 is additionally operable to be received within the default time limit time for replying answer report from sub-processor, will
Report is replied to be sent to user terminal in short message form by wireless calling main frame 30；
When primary processor 10 is additionally operable to not received within the default time limit time for replying answer report from sub-processor,
To target power department sub-processor send warning notice, and by wireless calling main frame 30 in short message form to target power
The associated terminal of the director of department sends warning notice；For example, warning notice includes that " you are not within regulation time limit time for replying
Send and reply report, please replied in the second Preset Time, overdue answer will place on record, and circulate a notice of higher level ".
Wireless calling main frame 30 is used under the control of primary processor 10 send to reply to user terminal in short message form to report
Accuse, and for sending warning notice to the associated terminal of the director of target power department in short message form.
This mode sent short messages to user and director can not only allow user to recognize power department to oneself in time
The answer situation of comments, improves user experience, and can also be when target power department does not reply in time, by short
Letter notifies director in time, to supervise related director to take solution.
In the said apparatus of the present embodiment, voice user's opinion of reception is converted to by text user by primary processor and is anticipated
See, therefrom extract keyword and generation is prescribed a time limit to reply and notified, this is prescribed a time limit and is replied at notice transmission to the son of target power department
Reason device, so that the sub-processor of target power department is analyzed and processes；Primary processor also receives answering for sub-processor transmission
Multiple report is simultaneously sent to user terminal in short message form, and do not received a reply within the default time limit time for replying when reporting respectively to
The sub-processor and director's associated terminal of target power department send warning notice.This mode efficiently solves prior art
The problem of the middle inefficiency for needing artificial treatment consumers' opinions, i.e., specially keep hotline without many people with record consumers' opinions,
Notify relevant departments and the solution taken for relevant departments replies this whole set of cumbersome flow of user, the embodiment of the present invention is more
Enough effectively lifting Utilities Electric Co.s process the efficiency of consumers' opinions, while being effectively saved human cost.
Speech receiver can be realized using correlation technique, for example with IVR (Interactive Voice
Response, interactive voice response) system realization, point out to guide client to propose consumers' opinions, main place using self-assisted voice
Reason device can convert speech into text shape using the equipment with disposal ability such as intelligent terminal or host computer, the equipment
Formula, and keywords database is also previously provided with primary processor, is stored with substantial amounts of keyword in keywords database according to classification,
It is easy to primary processor that keyword is identified from text user opinion, and judges the classification of keyword.For example, " A electric power is public
The classifications such as department " " work about electric power person number " " complaint " " telephone number ".A kind of implementation is：Speech receiver is progressively guided
User, and primary processor is obtained keyword accordingly.Such as, speech receiver prompting " your name please be pressed the # key after answer "
" your contact method please be pressed the # key after answer " " complaint please be by No. 1 button, and consulting please press No. 2 buttons, and giving advice please be by No. 3
Button ", then for example, after user selects No. 3 buttons to complain, speech receiver prompting " please answers complaint department, complaint person successively
Work title, tell about reason " etc., primary processor is processed further according to respective classes afterwards.Another implementation is：Voice connects
Receipts machine directly receives whole voices described after user calls, and then goes to primary processor, and primary processor is from text user
Corresponding keyword is extracted in opinion, to obtain key message.Specifically, address list can be provided with primary processor, in communication
Record has the associated terminal of director's contact method and each power department of each power department in compass of competency in record
(such as sub-processor), is easy to the power department that primary processor will be related in text user opinion as target power department, according to
Address list is in time sent to target power department relevant information correspondence, with target power division communication.
Further, the subsequent treatment situation of consumers' opinions, above-mentioned master are directed in order to follow-up target power department in time
Processor be additionally operable to user terminal send reply report after preset interval time terminate after, by wireless calling main frame to
User terminal sends opinion treatment feedback inquiry in short message form；Additionally, primary processor is additionally operable to be connect by wireless calling main frame
Receive the opinion treatment feedback information for carrying out user terminal.In this way, for example, setting the preset interval time for 72 is small
When, then primary processor to user terminal send reply report terminate within 72 hours after, by wireless calling main frame to user's end
End sends the short message of opinion treatment feedback inquiry, and opinion treatment feedback inquiry includes satisfaction of the user to result；It is full
Meaning degree includes dissatisfied, typically satisfied, relatively satisfactory and very satisfied etc..User can direct answer short message, therefore, primary processor
Suggestion feedback information is received by wireless calling main frame.
Another kind shown in Figure 2 is used for the structural representation of the consumers' opinions processing unit of Utilities Electric Co., in Fig. 1 bases
The main alarm 40 being connected with primary processor that the device includes is also show on plinth, in Fig. 2；
Primary processor 10 is additionally operable to when the keyword extracted from text user opinion includes one-level sensitive word, triggering master
Alarm 40 is alarmed；
Primary processor 10 is additionally operable to generate emergency notice according to keyword, by wireless calling main frame 30 with telephony modalities
And/or short message form sends emergency notice to the associated terminal of the director of target power department.
The severity level highest of one-level sensitive word, as critical sensitive word；For example being related to words such as " fire " " electric shocks " can return
It is one-level sensitive word, such as monitors to include one-level sensitive word, then primary processor triggers main alarm to alarm immediately, causes relevant people
Member notes, is easy to take corresponding measure in time, at the same time in order to notify in time to the target electricity related to consumers' opinions
Power department, primary processor can also be fast to allow it to take by wireless calling main frame emergency notice target power department head
Speed feedback.
Further, Fig. 2 also show consumers' opinions processing unit also includes the cloud server being connected with primary processor 10
50；
Primary processor 10 is additionally operable to send text user opinion and reply to cloud server 50 report；
Cloud server 50 is used to be analyzed text user opinion and answer report, and generates opinion mabage report.
Cloud server can report that the operation being analyzed can be by related work people to text user opinion and answer
Whether member completes, qualified with the result for verifying opinion treatment, it is also possible to by cloud server according to analytical procedure set in advance
Text user opinion and answer report are automatically analyzed, for example, text user opinion includes " complaining electrical employee A states
Degree is not good ", and replying report includes " criticism treatment being carried out to electrical employee A, electrical employee A apologizes to client " etc., cloud
Server is analyzed by the keyword in the keyword in text user opinion and answer report, the corresponding meaning of generation
See mabage report, this report can include treatment acceptable level；For example, unqualified, typically qualified, qualified etc..
Embodiment two：
For a kind of consumers' opinions processing unit for Utilities Electric Co. that embodiment one is provided, the embodiment of the present invention is carried
A kind of consumers' opinions processing system for Utilities Electric Co., a kind of user's meaning for Utilities Electric Co. shown in Figure 3 are supplied
See the structural representation of processing system, the system includes the consumers' opinions processing unit 100 that embodiment one is provided, also including sub- place
Reason device 1 and display screen 2；Sub-processor 1 is arranged at subsector of Utilities Electric Co. side, and display screen 2 is arranged at subsector of Utilities Electric Co.
Hall；Sub-processor 1 is electrically connected with display screen 2, and the primary processor 10 in sub-processor 1 and consumers' opinions processing unit 100
Wireless communication connection；
Sub-processor 1 is used to receiving the text user opinion of carrying out host processor 10 and replies in limited time and notifies, and by text
Consumers' opinions and in limited time answer notify to send to display screen 2；
Display screen 2 is used to show text user opinion and replies notice in limited time；
Sub-processor 1 is additionally operable to receive the answer report of staff's typing, and the answer report that will be received is sent to master
Processor 10.
By said system, associated user's opinion can not only rapidly be known in the electric power subsector related to consumers' opinions,
And set with subsector of Utilities Electric Co. hall, i.e., the most obvious place, therefore owner due to display screen it can be seen that,
Play it is good supervise supervisory role, be easy to relevant persons in charge to process the consumers' opinions in time, taken for consumers' opinions and arranged
Apply.Sub-processor can be computer etc., therefore staff directly can reply report by sub-processor typing, reply report
In include for consumers' opinions solution or for consumers' opinions reality explain.Replying report can have unified rule
Grid template, is easy to primary processor to carry out finishing analysis to replying report.
Another kind shown in Figure 4 is used for the structural representation of the consumers' opinions processing system of Utilities Electric Co., Fig. 3's
On the basis of, further it is shown that the system includes the sub- alarm 3 being connected with sub-processor 1；
Sub-processor 1 is additionally operable to be analyzed the text user opinion for receiving, when text user opinion includes specifying
During sensitive word, trigger sub- alarm 3 and alarm.
At the same time, Fig. 4 also show the system also includes cloud server 200；Cloud server 200 and consumers' opinions
The wireless connection of primary processor 10 in processing unit 100, for receiving and analyzes the text user opinion for carrying out host processor 10
Reported with replying, and generate opinion mabage report.
Further, shown in Figure 4, said system also includes the user terminal 300 communicated to connect with cloud server；
User terminal 300 is used to report voice user's opinion to speech receiver, and receives wireless calling main frame with short
The answer report that letter form sends；It is additionally operable to send query statement to cloud server, to obtain text user opinion, reply report
Accuse or opinion mabage report.
It is apparent to those skilled in the art that, for convenience and simplicity of description, the system of foregoing description
Specific work process, may be referred to the corresponding process in previous embodiment, will not be repeated here.
Embodiment three：
For a kind of consumers' opinions processing unit and system for Utilities Electric Co. that previous embodiment is provided, the present invention is real
Apply example and additionally provide a kind of consumers' opinions processing method for Utilities Electric Co., for details, reference can be made to the one kind shown in Fig. 5 is used for electricity
The flow chart of the consumers' opinions processing method of power company, the method comprises the following steps：
Step S502：Primary processor, come voice user's opinion of user terminal, will be received by speech receiver reception
Voice user's opinion be converted to text user opinion, it is crucial according to being extracted from text user opinion in default keywords database
Word；Wherein, keyword includes address name, user contact details, opinion type, power department title, work about electric power personnel name
Title, work about electric power personnel job number, geographical position and time；
Step S504：Primary processor is notified and determines target power department according to keyword generation answer in limited time, by text
Consumers' opinions and in limited time answer notify the sub-processor sent to target power department；Wherein, reply in limited time and notify to include presetting
Time limit time for replying；
Step S506：When primary processor receives the answer report from sub-processor within default time limit time for replying,
Report will be replied to be sent to user terminal in short message form by wireless calling main frame；
Step S508：Primary processor does not receive the answer report from sub-processor within default time limit time for replying
When, warning notice is sent to the sub-processor of target power department, and it is electric to target in short message form by wireless calling main frame
The associated terminal of the director of power department sends warning notice.
In order to carry out retention analysis to consumers' opinions, service quality is improved in order to follow-up；Simultaneously in order to correlation
The solution that power department is taken effectively judge and supervise, and the above method also includes：Primary processor is to cloud service
Device sends text user opinion and replies and reports, so that cloud server is analyzed simultaneously to text user opinion with report is replied
Generation opinion mabage report.
The technique effect of the method that the present embodiment is provided, its realization principle and generation is identical with previous embodiment, is letter
Describe, embodiment of the method part does not refer to part, refers to corresponding contents in aforementioned means embodiment.
In sum, consumers' opinions processing unit, the system and method for Utilities Electric Co. provided in an embodiment of the present invention,
Voice user's opinion of reception is converted to by text user opinion by primary processor, keyword is therefrom extracted and is generated and answer in limited time
It is multiple to notify, the sub-processor for replying and notifying to send to target power department that this is prescribed a time limit, so that the subprocessing of target power department
Device is analyzed and processes；Primary processor also receives the answer report of sub-processor transmission and is sent to user's end in short message form
End, and sub-processor and the director when reporting respectively to target power department that do not received a reply within default time limit time for replying
Associated terminal sends warning notice.This mode is efficiently solved needs the efficiency of artificial treatment consumers' opinions low in the prior art
Under problem, i.e., hotline is specially kept without many people to record consumers' opinions, notify relevant departments and take for relevant departments
Solution reply user this whole set of cumbersome flow, the more enough effective lifting Utilities Electric Co. treatment consumers' opinions of the embodiment of the present invention
Efficiency, while being effectively saved human cost.
In addition, in the description of the embodiment of the present invention, unless otherwise clearly defined and limited, term " installation ", " phase
Company ", " connection " should be interpreted broadly, for example, it may be being fixedly connected, or being detachably connected, or be integrally connected；Can
Being to mechanically connect, or electrically connect；Can be joined directly together, it is also possible to be indirectly connected to by intermediary, Ke Yishi
Two connections of element internal.For the ordinary skill in the art, with concrete condition above-mentioned term can be understood at this
Concrete meaning in invention.
If the function is to realize in the form of SFU software functional unit and as independent production marketing or when using, can be with
Storage is in a computer read/write memory medium.Based on such understanding, technical scheme is substantially in other words
The part contributed to prior art or the part of the technical scheme can be embodied in the form of software product, the meter
Calculation machine software product is stored in a storage medium, including some instructions are used to so that a computer equipment (can be individual
People's computer, server, or network equipment etc.) perform all or part of step of each embodiment methods described of the invention.
And foregoing storage medium includes：USB flash disk, mobile hard disk, read-only storage (ROM, Read-Only Memory), arbitrary access are deposited
Reservoir (RAM, Random Access Memory), magnetic disc or CD etc. are various can be with the medium of store program codes.
In the description of the invention, it is necessary to explanation, term " " center ", " on ", D score, "left", "right", " vertical ",
The orientation or position relationship of the instruction such as " level ", " interior ", " outward " be based on orientation shown in the drawings or position relationship, merely to
Be easy to the description present invention and simplify describe, rather than indicate imply signified device or element must have specific orientation,
With specific azimuth configuration and operation, therefore it is not considered as limiting the invention.Additionally, term " first ", " second ",
" the 3rd " is only used for describing purpose, and it is not intended that indicating or implying relative importance.
Finally it should be noted that：Embodiment described above, specific embodiment only of the invention, is used to illustrate the present invention
Technical scheme, rather than its limitations, protection scope of the present invention is not limited thereto, although with reference to the foregoing embodiments to this hair
It is bright to be described in detail, it will be understood by those within the art that：Any one skilled in the art
The invention discloses technical scope in, it can still modify to the technical scheme described in previous embodiment or can be light
Change is readily conceivable that, or equivalent is carried out to which part technical characteristic；And these modifications, change or replacement, do not make
The essence of appropriate technical solution departs from the spirit and scope of embodiment of the present invention technical scheme, should all cover in protection of the invention
Within the scope of.Therefore, protection scope of the present invention described should be defined by scope of the claims.
Claims (10)
1. a kind of consumers' opinions processing unit for Utilities Electric Co., it is characterised in that including：It is arranged at Utilities Electric Co. client clothes
The primary processor at business center, speech receiver and wireless calling main frame；The primary processor respectively with the speech receiver, institute
State the host machine wired connection of wireless calling；The primary processor has radio communication function, for be arranged at branch of Utilities Electric Co.
The sub-processor wireless communication connection of door；
The speech receiver is used to receive the voice user's opinion for carrying out user terminal, and voice user's opinion is sent
To the primary processor；
The primary processor is used to for the voice user's opinion for receiving to be converted to text user opinion, according to default key
In dictionary keyword is extracted from the text user opinion；Wherein, the keyword includes address name, user's correspondent party
Formula, opinion type, power department title, work about electric power personnel title, work about electric power personnel job number, geographical position and time；
The primary processor is additionally operable to notify and determine target power department according to keyword generation answer in limited time, by described in
Text user opinion and described answer in limited time notify transmission to the sub-processor of the target power department；Wherein, it is described to prescribe a time limit
Reply and notify to include default time limit time for replying；
The primary processor is additionally operable to receive the answer report from the sub-processor within default time limit time for replying
During announcement, the answer report is sent to the user terminal by the wireless calling main frame in short message form；
The primary processor is additionally operable to not receive the answer from the sub-processor within default time limit time for replying
During report, warning notice is sent to the sub-processor of the target power department, and by the wireless calling main frame with short message
Form sends the warning notice to the associated terminal of the director of the target power department；
The wireless calling main frame is used to send institute to the user terminal in short message form under the control of the primary processor
Answer report is stated, and for sending the warning to the associated terminal of the director of the target power department in short message form
Notify.
2. consumers' opinions processing unit according to claim 1, it is characterised in that the primary processor is additionally operable to institute
State user terminal send it is described reply report after preset interval time terminate after, by the wireless calling main frame to the use
Family terminal sends opinion treatment feedback inquiry in short message form；
The primary processor is additionally operable to be received the opinion from the user terminal and processed by the wireless calling main frame feed back
Information.
3. consumers' opinions processing unit according to claim 1, it is characterised in that described device also includes and the main place
The main alarm of reason device connection；
The primary processor is additionally operable to when the keyword extracted from the text user opinion includes one-level sensitive word,
Trigger the main alarm alarm；
The primary processor is additionally operable to generate emergency notice according to the keyword, by the wireless calling main frame with phone shape
Formula and/or short message form send the emergency notice to the associated terminal of the director of the target power department.
4. consumers' opinions processing unit according to claim 3, it is characterised in that described device also includes and the main place
The cloud server of reason device connection；
The primary processor is additionally operable to send the text user opinion to the cloud server and the answer is reported；
The cloud server is used to be analyzed the text user opinion and answer report, and generates opinion treatment
Report.
5. a kind of consumers' opinions processing system for Utilities Electric Co., it is characterised in that including any one of Claims 1-4 institute
The consumers' opinions processing unit stated, also including sub-processor and display screen；The sub-processor is arranged at subsector of Utilities Electric Co.
Side, and the display screen is arranged at the subsector of Utilities Electric Co. hall；The sub-processor is electrically connected with the display screen, and
Primary processor wireless communication connection in the sub-processor and the consumers' opinions processing unit；
The sub-processor is used to receive the text user opinion from the primary processor and answer of prescribing a time limit is notified, and will be described
Text user opinion and described answer in limited time notify to send to the display screen；
The display screen is used to show that the text user opinion and described answer in limited time notify；
The sub-processor is additionally operable to receive the answer report of staff's typing, and the answer report that will be received sends extremely
The primary processor.
6. system according to claim 5, it is characterised in that the also sub- alarm including being connected with the sub-processor；
The sub-processor is additionally operable to be analyzed the text user opinion for receiving, when bag in the text user opinion
When including specified sensitive word, the sub- alarm equipment alarm is triggered.
7. system according to claim 5, it is characterised in that the system also includes cloud server；The high in the clouds clothes
The primary processor wireless connection in business device and the consumers' opinions processing unit, for receiving and analyzes from the main place
The text user opinion and the answer report of device are managed, and generates opinion mabage report.
8. system according to claim 5, it is characterised in that the system also includes and the cloud server communication link
The user terminal for connecing；
The user terminal is used to report voice user's opinion to the speech receiver, and receives the wireless calling main frame
Reported with the answer that short message form sends；It is additionally operable to send query statement to the cloud server, to obtain the text
This consumers' opinions, answer report or the opinion mabage report.
9. a kind of consumers' opinions processing method of system described in any one of application claim 5 to 8, it is characterised in that the side
Method includes：
The primary processor is received come voice user's opinion of user terminal by the speech receiver, described in receiving
Voice user's opinion is converted to text user opinion, is closed according to being extracted from the text user opinion in default keywords database
Keyword；Wherein, the keyword includes address name, user contact details, opinion type, power department title, work about electric power
Personnel's title, work about electric power personnel job number, geographical position and time；
The primary processor is notified and determines target power department, the text is used according to keyword generation answer in limited time
Family opinion and described answer in limited time notify transmission to the sub-processor of the target power department；Wherein, it is described to reply logical in limited time
Know including presetting time limit time for replying；
When the primary processor receives the answer report from the sub-processor within default time limit time for replying, will
The answer report is sent to the user terminal by the wireless calling main frame in short message form；
When the primary processor does not receive the answer report from the sub-processor within default time limit time for replying,
To the target power department sub-processor send warning notice, and by the wireless calling main frame in short message form to institute
The associated terminal for stating the director of target power department sends the warning notice.
10. method according to claim 9, it is characterised in that methods described also includes：
The primary processor sends the text user opinion to the cloud server and the answer is reported, so that the cloud
End server is analyzed and generates opinion mabage report to the text user opinion and answer report.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611202149.3A CN106791237B (en) | 2016-12-22 | 2016-12-22 | User opinion processing device, system and method for electric power company |
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| CN201611202149.3A CN106791237B (en) | 2016-12-22 | 2016-12-22 | User opinion processing device, system and method for electric power company |
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| CN201611202149.3A Active CN106791237B (en) | 2016-12-22 | 2016-12-22 | User opinion processing device, system and method for electric power company |
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