CN104881788B - The data processing method and system of Electricity customers, customer service management platform - Google Patents
The data processing method and system of Electricity customers, customer service management platform Download PDFInfo
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- CN104881788B CN104881788B CN201510275012.XA CN201510275012A CN104881788B CN 104881788 B CN104881788 B CN 104881788B CN 201510275012 A CN201510275012 A CN 201510275012A CN 104881788 B CN104881788 B CN 104881788B
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Abstract
The present invention relates to a kind of data processing method of Electricity customers and system, customer service management platform, method includes step：The record data of each Electricity customers in marketing system, battalion's match system and each services channels system are obtained by the interface layer pre-established；Analyzing processing is carried out according to preset big data analysis mode to the record data of acquisition；Record data after data analysis are distinguished according to the identification information of each Electricity customers, and the record data of each Electricity customers after differentiation are arranged sequentially in time respectively.Using the present invention program, integrated application rate of the battalion with information can be improved, user experience can also be promoted.
Description
Technical field
The present invention relates to battalion to match technical field, data processing method and system more particularly to a kind of Electricity customers, visitor
Family service management platform.
Background technology
It is constantly progressive with the development of the times with scientific and technical, requirement of the Electricity customers to power supply quality is increasingly
It is high.End with electricity consumption link as power grid energy chain, the final different application for realizing electric energy.Power grid enterprises are as modern service
Type enterprise need to be the electric service that customers with secure is reliable, efficiently convenient, environmentally protective, improve customer satisfaction, realization is matched
Power consumption management is to standardization, the transformation of intensive, lean, and technological core is to automation, multifunction, integrated and intelligence side
To development, customer service is electrically extended to standardization, facilitation, hommization transformation, business scope to energy conservation service and intelligent adapted.
With the development of the times, power supply bureau is that the services channels that Electricity customers provide are also more and more.But it is each at present
Services channels are all independent systems, and service log data (or claiming record data) are all stored in respective system, are formed
Multiple information islands, record data can not flow between channel to be supported each other.So that integrated application rate of the battalion with information is low, it is past
Toward the demand that cannot be satisfied marketing management and Electricity customers service, poor user experience.
Invention content
The purpose of the present invention is flat with the data processing method and system, customer service management of a kind of Electricity customers of offer
Platform can improve integrated application rate of the battalion with information, can also promote user experience.
The purpose of the present invention is achieved through the following technical solutions：
A kind of data processing method of Electricity customers, includes the following steps：
Each electricity consumption in marketing system, battalion's match system and each services channels system is obtained by the interface layer pre-established
The record data of client；
Analyzing processing is carried out according to preset big data analysis mode to the record data of acquisition；
Record data after data analysis are distinguished according to the identification information of each Electricity customers, and will be after differentiation
The record data of each Electricity customers arranged sequentially in time respectively.
A kind of data processing system of Electricity customers, including：
Acquisition module obtains marketing system, battalion's match system and each services channels for the interface layer by pre-establishing
The record data of each Electricity customers in system；
Analysis module carries out analyzing processing for the record data to acquisition according to preset big data analysis mode；
Processing module, for area will to be carried out according to the identification information of each Electricity customers through the record data after data analysis
Point, and the record data of each Electricity customers after differentiation are arranged sequentially in time respectively.
A kind of customer service management platform, includes the data processing system of Electricity customers as described above.
According to the scheme of aforementioned present invention, be obtain marketing system, each Electricity customers in battalion's match system record number
According to, and the interface layer by pre-establishing obtains the record number of each Electricity customers in each services channels system, to the note of acquisition
Record data carry out analyzing processing according to preset big data analysis mode, by the record data after data analysis according to each electricity consumption
The identification information of client distinguishes, and the record data of each Electricity customers after differentiation are arranged sequentially in time respectively
Row are based on due to having accumulated the record data of each Electricity customers in marketing system, battalion's match system and each services channels system
All record data of aggregation carry out big data analysis, and by the record data after data analysis according to the mark of each Electricity customers
Know information to distinguish, and the record data of each Electricity customers after differentiation are arranged sequentially in time respectively, in this way,
Even if the Electricity customers from different channels can also receive coherent consistent service experience, the user experience is improved, and can
To improve integrated application rate of the battalion with information.
Description of the drawings
Fig. 1 is the flow diagram of the data processing method embodiment of the Electricity customers of the present invention；
Fig. 2 is that interface layer disposes schematic diagram；
Fig. 3 is the record data mode of each Electricity customers in each services channels system of acquisition in one embodiment
Refinement flow diagram；
Fig. 4 is the refinement flow diagram for obtaining record data mode in one embodiment；
Fig. 5 is the structural schematic diagram of the data processing system embodiment of the Electricity customers of the present invention；
Fig. 6 is the refinement structural schematic diagram of acquisition module in one of the embodiments in Fig. 5；
Fig. 7 is refinement structural schematic diagram of the acquisition module in wherein another embodiment in Fig. 5.
Specific implementation mode
The objectives, technical solutions, and advantages of the present invention are made to be more clearly understood, with reference to the accompanying drawings and embodiments, to this hair
It is bright to be described in further detail.It should be appreciated that the specific embodiments described herein are only used to explain the present invention, and
Do not limit protection scope of the present invention.
In the following description, it is illustrated first against the embodiment of the data processing method of the Electricity customers of the present invention,
Each embodiment of the data processing system of the Electricity customers of the present invention is illustrated again, finally to the data processing system of Electricity customers
The embodiment of system illustrates.
It is shown in Figure 1, for the flow diagram of the data processing method embodiment of the Electricity customers of the present invention.Such as Fig. 1
Shown, the data processing method of the Electricity customers of the present embodiment includes the following steps：
Step S101：Marketing system, battalion's match system and each services channels system are obtained by the interface layer pre-established
In each Electricity customers record data；
Here, services channels system includes but not limited to wechat service platform, microblogging service platform, online business hall, the palm
The systems such as upper business hall；
From marketing system, seek archives, substation, circuit, change that the record data obtained in match system include Electricity customers
Information is matched by the battalion such as depressor, wherein the record data obtained in marketing system, battalion's match system are the webservice by interface layer
Interface obtains；
Interface layer is pre-established, is obtained in marketing system, battalion's match system and each services channels system by the interface layer
Each Electricity customers record data；
In view of needing to pre-establish interface layer, can also include before step S101 in one of the embodiments,
Step：In (Internet Data Center the are based on INTERNET networks) areas IDC in the first electric service area and DMZ
First message middleware is established between (demilitarized zone, isolated area) area, is built in the areas IDC in the second electric service area
Vertical second message middleware, establishes third message-oriented middleware, wherein the interface in the areas DMZ in second electric service area
Layer includes the first message middleware, the second message middleware, the third message-oriented middleware and each service
The interface of canalization；
Here the first electric service area and the second electric service area can be the Liang Ge service units of Administration partition, example
Such as, the first power supply bureau of expression city of electric service area area under one's jurisdiction, the second power supply bureau of expression province of electric service area area under one's jurisdiction；
Here first message middleware, second message middleware, third message-oriented middleware is to be based on Java Message Service
(Java Message Service) establish, Java Message Service application programming interfaces be in a Java platform about towards
The API of message-oriented middleware (MOM) is logical into line asynchronous for sending message between two application programs or in distributed system
Letter, Java Message Service is an API unrelated with platform specific；
In fig. 2, take power supply bureau of Foshan City area under one's jurisdiction, the second electric service area as Guangdong Province's power supply of the first electric service area
For office area under one's jurisdiction, the deployment Organization Chart of interface layer is shown, as shown in Fig. 2, the interface of services channels system includes 95598 channels
Interface, online business hall channel interface, palm business hall channel interface, wechat channel interface, microblogging channel interface, in Fig. 2
Customer service management platform interface layer is the interface layer for obtaining record data by operating terminal for contact staff；
According to the interface layer established in above-described embodiment, in one of the embodiments, as shown in figure 3, by building in advance
The record data that vertical interface layer obtains each Electricity customers in each services channels system can specifically include step：
Step S201：Record data in the services channels system disposed in the Intranet in the first electric service area are passed through this
The interface of services channels system is pushed to the first message middleware；
That is, for the services channels system disposed in the Intranet in the first electric service area (for example, in Fig. 2
The corresponding system of 95598 channel interfaces, the corresponding system of online business hall channel interface, palm business hall channel interface are corresponding
System), by the interface of corresponding services channels system corresponding record data can be pushed to first message middleware；
Step S202：The record in the services channels system in the areas DMZ in first electric service area will be accessed from outer net
Data are pushed to the first message middleware by the interface of the services channels system；
That is, accessing the services channels system in the areas DMZ in first electric service area from outer net (for example, in Fig. 2
The corresponding system of microblogging channel interface), it can be pushed to first message middleware by the interface of corresponding services channels system
Corresponding record data；
Step S203：It will be from the services channels system that the areas DMZ in the second electric service area provide that outer net service accesses
Record data are pushed to the third message-oriented middleware by the interface of the services channels system, and through in second message middleware
Turn to be pushed to the first message middleware；
That is, first the services channels system that outer net service accesses will be provided from the areas DMZ in the second electric service area
Record data-pushing in (for example, the corresponding system of wechat channel interface in Fig. 2) gives third message-oriented middleware, corresponding to record
Data are pushed to second message middleware by third message-oriented middleware again, and the corresponding data that record are finally by second message middleware
It is pushed to first message middleware；
Step S204：Acquisition is pushed to the record data that the first message middleware receives；
Since the record data in each services channels system have all been pushed to first message middleware, acquisition pushes away
The record data that the first message middleware receives are given, may be implemented to the record data in each services channels system
Convergence；
In addition, it is contemplated that record data source is in different systems so that the data structure for recording data is different, there is language
Sound such as has word, has picture at the various forms, gives in one of the embodiments, a kind of to different data structure
Record data use different acquisition modes, acquisition efficiency can be promoted, in the present embodiment, as shown in figure 4, described pass through
The record data of each Electricity customers of the interface layer aggregation marketing system, battalion's match system and each services channels system that pre-establish
The step of may include step：
Step S301：The data format that data are recorded by analysis obtains the data structure of record data；
The correspondence that data format and data structure can be pre-established determines record data based on the correspondence
Data structure；
Step S302：If the data structure for recording data is structural data, obtained by WEBSERVICE interface modes
Take the structural data；
Structural data refers to that this kind of format such as user's name, number, telephone number, address is fixed, and each channel is unified
Record data；
Step S303：If the data structure for recording data is unstructured data, by using FTP and HTTP request side
Formula assembles unstructured data by the interface layer pre-established；
Unstructured data refers to the different record data of this kind of each channel such as recording, picture, session text；
Step S102：Analyzing processing is carried out according to preset big data analysis mode to the record data of acquisition；
Since record data source is in different systems so that the data structure for recording data is different, and data volume is huge, and
Big data analysis mode has the advantages that a large amount of, high speed, various, high value, for this purpose, being using big data point in the present embodiment
Analysis mode carries out analyzing processing according to preset big data to the record data of acquisition and may be used existing according to actual needs
Big data analysis mode, it will not be described here；
By to data carry out analyzing processing, can obtain every record data corresponding to Electricity customers, type of service,
The information such as data generated time are recorded, the behavioural habits of user can be obtained, using preference, focus of attention etc. based on these information
Information；
Specifically, the customer service record data of coming are collected to each channel, it can be whole from single Electricity customers and electricity consumption
Two different angles of client are analyzed；
For single client, the type of service that can be recorded to it in data counts, and obtains its most common service class
Type can analyze when this Electricity customers custom is being done in what channel in conjunction with time factor, channel type factor
Any business is managed, the action trail of Electricity customers can further be recorded and be analyzed, for example certain Electricity customers first exists
Wechat looks into the electricity charge, then operates self-service stroke of button but failure, makes a telephone call to again 95598 look into the electricity charge later, operate the self-service stroke of button electricity charge but
Still fail, finally pay tariff to business hall, being inferred to self-service stroke of button electricity charge account number of this Electricity customers accordingly, there may be ask
Topic, this Electricity customers may be related to handling this problem when seeking advice from from certain channel again, and contact staff can predict in advance whereby
The problem of user may propose；
Analysis for whole Electricity customers can record the record of all Electricity customers and count, analyze electricity consumption
The correlation of client's transacting business type and time, type of service and the correlation of channel type etc..On the other hand, to electricity consumption visitor
The text of family consulting carries out popular glossary statistic analysis, therefrom excavates the hot spot of user's concern, is obtained by above-mentioned analysis
Data, can for related personnel optimize channel service function design provide decision according to；
Step S103：Record data after data analysis are distinguished according to the identification information of each Electricity customers, and
The record data of each Electricity customers after differentiation are arranged sequentially in time respectively；
Here, identification information can refer to the number of Electricity customers, name etc.；
If the record data of some Electricity customers have it is a plurality of, can sequentially in time the generated times of data (record)
It is arranged, a complete service historical record view can be provided in this way, convenient for contact staff's going through according to the Electricity customers
Records of the Historian record view more comprehensively understands the relevant information of Electricity customers, provides more quality services, promotes Electricity customers
Experience；
It is the example after arranging the record data of Electricity customers sequentially in time below.
Electricity customers archives：
Name：Zhang San
Address：Foshan City
Phone：13912345678
Fill the table date：On January 1st, 2014
User type：Resident
Power supply station：South Sea institute
Distribution information：
F1 stands
XX lines
XX transformers
Service history records：
2010-05-11
User's new clothes
2010-06-20
The 95598 inquiry electricity charge
2011-01-14
Handle bill of exchange in business hall
2012-03-16
95598, which have a power failure, complains
2013-12-30
Wechat binds family number
Accordingly, it is each Electricity customers obtained in marketing system, battalion's match system according to the scheme in above-described embodiment
Data are recorded, and the interface layer by pre-establishing obtains the record number of each Electricity customers in each services channels system, to obtaining
The record data taken carry out analyzing processing according to preset big data analysis mode, by the record data after data analysis according to
The identification information of each Electricity customers distinguishes, and the record data of each Electricity customers after differentiation are suitable according to the time respectively
Sequence is arranged, due to having accumulated the record of each Electricity customers in marketing system, battalion's match system and each services channels system
Data, all record data based on aggregation carry out big data analysis, and by the record data after data analysis according to each use
The identification information of electric client distinguishes, and the record data of each Electricity customers after differentiation are carried out sequentially in time respectively
Arrangement improves user in this way, even if the Electricity customers from different channels can also receive coherent consistent service experience
Experience, and integrated application rate of the battalion with information can be improved.
According to the data processing method of the Electricity customers of aforementioned present invention, the present invention also provides a kind of data of Electricity customers
Processing system, just the embodiment of the data processing system of the Electricity customers of the present invention is described in detail below.It is shown in Fig. 5
The structural schematic diagram of the embodiment of the data processing system of the Electricity customers of the present invention.For convenience of description, it only shows in Figure 5
Part related to the present invention.
As shown in figure 5, the present invention Electricity customers data processing system, including acquisition module 401, analysis module 402,
Processing module 403, wherein：
Acquisition module 401 obtains marketing system, battalion's match system for the interface layer by pre-establishing and respectively services canal
The record data of each Electricity customers in road system；
Analysis module 402 carries out analyzing processing for the record data to acquisition according to preset big data analysis mode；
Processing module 403, for will be carried out according to the identification information of each Electricity customers through the record data after data analysis
It distinguishes, and the record data of each Electricity customers after differentiation is arranged sequentially in time respectively.
In one of the embodiments, as shown in fig. 6, the data processing system of the Electricity customers of the present invention, feature exist
In can also include：
First establishes module 404, for being established in first message between the areas IDC and the areas DMZ in the first electric service area
Between part；
Second establishes module 405, for establishing second message middleware in the areas IDC in the second electric service area, described
The areas DMZ in the second electric service area establish third message-oriented middleware；
Wherein, the interface layer includes the first message middleware, the second message middleware, the third message
The interface of middleware and each services channels system.
In one of the embodiments, as shown in fig. 7, acquisition module 401 may include：
First push unit 501, the note in services channels system for will be disposed in the Intranet in the first electric service area
Record data are pushed to the first message middleware by the interface of the services channels system；
Second push unit 502, for the services channels system in the areas DMZ in first electric service area will to be accessed from outer net
Record data in system are pushed to the first message middleware by the interface of the services channels system；
Third push unit 503, for the service canal that outer net service accesses will to be provided from the areas DMZ in the second electric service area
Record data in road system are pushed to the third message-oriented middleware by the interface of the services channels system, and disappear through second
Breath middleware transfer is pushed to the first message middleware；
Acquiring unit 504, for obtaining the record data for being pushed to the first message middleware and receiving.
One embodiment wherein, as shown in fig. 7, acquisition module 401 may include：
Structural analysis unit 601, the data format for recording data by analysis obtain the data structure of record data；
First acquisition unit 602, for when the data structure for recording data is structural data, then using
WEBSERVICE interface modes obtain the structural data；
Second acquisition unit 603, for when the data structure for recording data is unstructured data, then using and using
FTP and HTTP request mode assemble unstructured data by the interface layer pre-established.
The data processing system of the Electricity customers of the present invention and the data processing method one of the Electricity customers of the present invention are a pair of
It answers, the technical characteristic and advantage illustrated in the embodiment of the data processing method of above-mentioned Electricity customers is suitable for electricity consumption
In the embodiment of the data processing system of client, hereby give notice that.
According to the data processing system of the Electricity customers of aforementioned present invention, it is flat that the present invention also provides a kind of customer service managements
Platform, the customer service management platform include the data processing system of the Electricity customers in any one above-mentioned embodiment.Client
Member can obtain the relevant information of target Electricity customers based on the customer service management platform.
It should be noted that term " first ", " second ", " third " are used for description purposes only, and should not be understood as indicating
Or imply relative importance.
Each technical characteristic of embodiment described above can be combined arbitrarily, to keep description succinct, not to above-mentioned reality
It applies all possible combination of each technical characteristic in example to be all described, as long as however, the combination of these technical characteristics is not deposited
In contradiction, it is all considered to be the range of this specification record.
Several embodiments of the invention above described embodiment only expresses, the description thereof is more specific and detailed, but simultaneously
It cannot therefore be construed as limiting the scope of the patent.It should be pointed out that coming for those of ordinary skill in the art
It says, without departing from the inventive concept of the premise, various modifications and improvements can be made, these belong to the protection of the present invention
Range.Therefore, the protection domain of patent of the present invention should be determined by the appended claims.
Claims (5)
1. a kind of data processing method of Electricity customers, which is characterized in that include the following steps：
Each Electricity customers in marketing system, battalion's match system and each services channels system are obtained by the interface layer pre-established
Record data；
Analyzing processing is carried out according to preset big data analysis mode to the record data of acquisition；
Record data after data analysis are distinguished according to the identification information of each Electricity customers, and by each use after differentiation
The record data of electric client arrange sequentially in time respectively；
It further include step：
First message middleware is established between the areas IDC and the areas DMZ in the first electric service area；
Second message middleware is established in the areas IDC in the second electric service area, is established in the areas DMZ in second electric service area
Third message-oriented middleware；
Wherein, the interface layer includes the first message middleware, the second message middleware, among the third message
The interface of part and each services channels system；
The step of record data that each Electricity customers in each services channels system are obtained by the interface layer pre-established
Including step：
Record data in the services channels system disposed in the Intranet in the first electric service area are passed through into the services channels system
Interface be pushed to the first message middleware；
Record data in the services channels system in the areas DMZ for accessing first electric service area from outer net are passed through into the service
The interface of canalization is pushed to the first message middleware；
Pass through this by the record data in the services channels system that outer net service accesses are provided from the areas DMZ in the second electric service area
The interface of services channels system is pushed to the third message-oriented middleware, and is pushed to described through second message middleware transfer
One message-oriented middleware；
Acquisition is pushed to the record data that the first message middleware receives.
2. the data processing method of Electricity customers according to claim 1, which is characterized in that described by pre-establishing
The step of interface layer obtains marketing system, seeks match system and the record data of each Electricity customers in each services channels system is wrapped
Include step：
The data format that data are recorded by analysis obtains the data structure of record data；
If the data structure for recording data is structural data, which is obtained using WEBSERVICE interface modes
According to；
It is non-structural using being assembled using FTP and HTTP request mode if the data structure for recording data is unstructured data
Change data.
3. a kind of data processing system of Electricity customers, which is characterized in that including：
Acquisition module obtains marketing system, battalion's match system and each services channels system for the interface layer by pre-establishing
In each Electricity customers record data；
Analysis module carries out analyzing processing for the record data to acquisition according to preset big data analysis mode；
Processing module, for the record data after data analysis to be distinguished according to the identification information of each Electricity customers, and
The record data of each Electricity customers after differentiation are arranged sequentially in time respectively；
Further include：
First establishes module, for establishing first message middleware between the areas IDC and the areas DMZ in the first electric service area；
Second establishes module, for establishing second message middleware in the areas IDC in the second electric service area, in second power supply
The areas DMZ of service area establish third message-oriented middleware；
Wherein, the interface layer includes the first message middleware, the second message middleware, among the third message
The interface of part and each services channels system；
The acquisition module includes：
First push unit, for leading to the record data in the services channels system disposed in the Intranet in the first electric service area
The interface for crossing the services channels system is pushed to the first message middleware；
Second push unit, for will be accessed from outer net in the services channels system in the areas DMZ in first electric service area
Record data are pushed to the first message middleware by the interface of the services channels system；
Third push unit, for the services channels system that outer net service accesses will to be provided from the areas DMZ in the second electric service area
In record data the third message-oriented middleware is pushed to by the interface of the services channels system, and through second message among
Part transfer is pushed to the first message middleware；
Acquiring unit, for obtaining the record data for being pushed to the first message middleware and receiving.
4. the data processing system of Electricity customers according to claim 3, which is characterized in that the acquisition module includes：
Structural analysis unit, the data format for recording data by analysis obtain the data structure of record data；
First acquisition unit, for when the data structure for recording data is structural data, then using WEBSERVICE interfaces
Mode obtains the structural data；
Second acquisition unit, for when the data structure for recording data is unstructured data, then using and using FTP and HTTP
Request method assembles unstructured data by the interface layer pre-established.
5. a kind of customer service management platform, which is characterized in that include the data of Electricity customers as described in claim 3 or 4
Processing system.
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| CN106169148B (en) * | 2016-08-25 | 2023-04-07 | 刘禹锡 | Customer service method and device |
| CN107341228A (en) * | 2017-07-01 | 2017-11-10 | 广东电网有限责任公司信息中心 | A kind of digital archives and external system filing data integrated approach |
| CN107733857A (en) * | 2017-08-31 | 2018-02-23 | 广东电网有限责任公司东莞供电局 | A kind of feeder line map file based on mobile terminal checks system |
| CN109327496B (en) * | 2018-07-23 | 2021-10-22 | 平安科技（深圳）有限公司 | Data pushing method and device, computer equipment and storage medium |
| CN110245178A (en) * | 2019-07-15 | 2019-09-17 | 上海矩云信息技术有限公司 | Marketing automation management platform system and its management method |
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