CN106791237B - User opinion processing device, system and method for electric power company - Google Patents
User opinion processing device, system and method for electric power company Download PDFInfo
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- CN106791237B CN106791237B CN201611202149.3A CN201611202149A CN106791237B CN 106791237 B CN106791237 B CN 106791237B CN 201611202149 A CN201611202149 A CN 201611202149A CN 106791237 B CN106791237 B CN 106791237B
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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 user opinion processing device, a system and a method for an electric power company, wherein the system comprises the user opinion processing device, a sub-processor and a display screen, wherein the sub-processor and the display screen are arranged on the branch gate side of the electric power company; the user opinion processing device comprises a main processor, a voice receiver and a wireless calling host which are arranged in a customer service center of a power company; the main processor is respectively connected with the voice receiver and the wireless calling host by wires; the main processor has a wireless communication function and is used for being in wireless communication connection with sub-processors arranged in the branch departments of the power company. The method and the device can solve the problems of low efficiency and high cost of a manual user opinion processing mode in the prior art, effectively improve the user opinion processing efficiency of a power company, and effectively save the labor cost.
Description
Technical Field
the invention relates to the technical field of power marketing, in particular to a user opinion processing device, a user opinion processing system and a user opinion processing method for a power company.
Background
as is well known, people can not power on in daily life, so that the service of the power company affects the life experience of people to a great extent.
The electric power company is provided with a special customer service center and is arranged with a multi-person watching hotline to receive and record user opinions such as user complaints or suggestions and the like and inform departments related to the user opinions according to the user opinions so that the related departments take solutions and answer the users. However, the manual processing of the opinions of the users in the prior art is not only inefficient, but also consumes a lot of manpower, is costly, and brings a poor experience to the users who propose the opinions.
in summary, no effective solution is proposed at present for the problems of low efficiency and high cost of the manual processing of the user opinions in the prior art.
Disclosure of Invention
In view of the above, an object of the present invention is to provide a device, a system, and a method for processing user opinions for an electric power company, which can alleviate the problems of low efficiency and high cost of a manual user opinion processing method in the prior art, effectively improve the efficiency of the electric power company in processing user opinions, and simultaneously effectively save labor cost.
In order to achieve the above purpose, the embodiment of the present invention adopts the following technical solutions:
In a first aspect, an embodiment of the present invention provides a user opinion processing apparatus for an electric power company, including: the main processor, the voice receiver and the wireless calling host are arranged in a customer service center of a power company; the main processor is respectively connected with the voice receiver and the wireless calling host by wires; the main processor has a wireless communication function and is used for being in wireless communication connection with sub-processors arranged in branch departments of the power company; the voice receiver is used for receiving the voice user opinions from the user terminal and sending the voice user opinions to the main processor; the main processor is used for converting the received voice user opinions into text user opinions and extracting keywords from the text user opinions according to a preset keyword library; the keywords comprise user names, user contact ways, opinion types, names of power departments, names of power workers, job numbers of the power workers, geographic positions and time; the main processor is also used for generating a time-limited reply notification according to the keywords, determining a target power department and sending the text user opinion and the time-limited reply notification to a sub-processor of the target power department; wherein the time-limited reply notification comprises a preset reply time limit; the main processor is also used for sending the reply report to the user terminal in a short message form through the wireless calling host when receiving the reply report from the sub-processor within the preset reply time limit; the main processor is also used for sending a warning notice to the sub-processors of the target power department when the main processor does not receive the reply report from the sub-processors within the preset reply time limit, and sending the warning notice to the associated terminal of the responsible person of the target power department in a short message form by calling the host computer wirelessly; the wireless calling host is used for sending a reply report to the user terminal in a short message form under the control of the main processor and sending a warning notice to the associated terminal of the responsible person of the target power department in a short message form.
with reference to the first aspect, an embodiment of the present invention provides a first possible implementation manner of the first aspect, where the main processor is further configured to send an opinion processing feedback query in a form of a short message to the user terminal through the wireless calling host after a preset interval time after sending the reply report to the user terminal ends; the main processor is also used for receiving opinion processing feedback information from the user terminal through the wireless calling host.
with reference to the first aspect, an embodiment of the present invention provides a second possible implementation manner of the first aspect, where the apparatus further includes a main alarm connected to the main processor; the main processor is also used for triggering the main alarm to alarm when the key words extracted from the opinion of the text user comprise primary sensitive words; the main processor is also used for generating an emergency notification according to the keywords and sending the emergency notification to the associated terminal of the responsible person of the target power department in a telephone form and/or a short message form through the wireless calling host.
With reference to the second possible implementation manner of the first aspect, an embodiment of the present invention provides a third possible implementation manner of the first aspect, where the apparatus further includes a cloud server connected to the main processor; the main processor is also used for sending the text user opinions and the reply reports to the cloud server; the cloud server is used for analyzing the text user opinions and the reply reports and generating opinion processing reports.
in a second aspect, an embodiment of the present invention further provides a user opinion processing system for an electric power company, including the user opinion processing apparatus in any one of the first aspect to the third possible implementation manners of the first aspect, further including a sub-processor and a display screen; the subprocessors are arranged at the side of a branch gate of the power company, and the display screens are arranged in a branch gate hall of the power company; the subprocessors are electrically connected with the display screen and are in wireless communication connection with a main processor in the user opinion processing device; the subprocessor is used for receiving the text user opinion and the time-limited reply notification from the main processor and sending the text user opinion and the time-limited reply notification to the display screen; the display screen is used for displaying the text user opinion and the time-limited reply notification; the sub-processor is also used for receiving the reply report entered by the staff and sending the received reply report to the main processor.
with reference to the second aspect, an embodiment of the present invention provides a first possible implementation manner of the second aspect, where the system further includes a sub-alarm connected to the sub-processor; the subprocessor is also used for analyzing the received text user opinions and triggering the subprocessor to alarm when the text user opinions include designated sensitive words.
With reference to the second aspect, an embodiment of the present invention provides a second possible implementation manner of the second aspect, where the system further includes a cloud server; the cloud server is in wireless connection with a main processor in the user opinion processing device and is used for receiving and analyzing the text user opinion and the reply report from the main processor and generating an opinion processing report.
With reference to the second aspect, an embodiment of the present invention provides a third possible implementation manner of the second aspect, where the system further includes a user terminal in communication connection with the cloud server; the user terminal is used for reporting the voice user opinion to the voice receiver and receiving a reply report sent by the wireless calling host in a short message form; and the cloud server is also used for sending a query instruction to the cloud server so as to obtain the opinion of the text user, a reply report or an opinion processing report.
in a third aspect, an embodiment of the present invention provides a user opinion processing method for a system provided in any one of the second to third possible implementation manners of the second aspect, where the method includes: the main processor receives the voice user opinions from the user terminal through the voice receiver, converts the received voice user opinions into text user opinions, and extracts keywords from the text user opinions according to a preset keyword library; the keywords comprise user names, user contact ways, opinion types, names of power departments, names of power workers, job numbers of the power workers, geographic positions and time; the main processor generates a time-limited reply notification according to the keywords, determines a target power department and sends the text user opinion and the time-limited reply notification to the sub-processors of the target power department; wherein the time-limited reply notification comprises a preset reply time limit; when the main processor receives the reply report from the sub-processor within the preset reply time limit, the reply report is sent to the user terminal in a short message form through the wireless calling host; and when the main processor does not receive the reply report from the sub-processors within the preset reply time limit, the main processor sends a warning notice to the sub-processors of the target power department and sends the warning notice to the associated terminal of the responsible person of the target power department in a short message form through a wireless calling host.
With reference to the third aspect, an embodiment of the present invention provides a first possible implementation manner of the third aspect, where the method further includes: the main processor sends the text user opinions and the reply reports to the cloud server, so that the cloud server analyzes the text user opinions and the reply reports and generates opinion processing reports.
The embodiment of the invention provides a user opinion processing device, a system and a method for an electric power company.A main processor converts received voice user opinions into text user opinions, extracts keywords from the text user opinions and generates a time-limited reply notification, and the time-limited reply notification is sent to a sub-processor of a target electric power department so as to analyze and process the sub-processor of the target electric power department; the main processor also receives the reply report sent by the sub-processor, sends the reply report to the user terminal in a short message form, and respectively sends a warning notice to the sub-processor of the target power department and the associated terminal of the responsible person when the reply report is not received within a preset reply time limit. The method effectively solves the problem that the efficiency of manually processing the user opinions is low in the prior art, namely, a whole set of complicated flow that multiple persons need to specially watch a hotline telephone to record the user opinions, inform relevant departments and answer the user according to the solutions adopted by the relevant departments is not needed.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims hereof as well as the appended drawings.
in order to make the aforementioned and other objects, features and advantages of the present invention comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained by those skilled in the art without creative efforts.
fig. 1 is a schematic structural diagram illustrating a user opinion processing apparatus for an electric power company according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram illustrating another user opinion processing apparatus for an electric power company according to an embodiment of the present invention;
Fig. 3 is a schematic structural diagram illustrating a user opinion processing system for an electric power company according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram illustrating another user opinion processing system for an electric power company according to an embodiment of the present invention;
Fig. 5 illustrates a user opinion processing method for an electric power company according to an embodiment of the present invention.
Detailed Description
To make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is apparent that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
At present, a power company usually arranges a multi-person special watching hotline telephone to record user opinions, inform relevant departments and answer users according to solutions adopted by the relevant departments, and the method is low in efficiency and high in labor cost. For the purpose of facilitating an understanding of the present embodiments, reference will now be made in detail to the embodiments,
The first embodiment is as follows:
Referring to fig. 1, a schematic structural diagram of a user opinion processing apparatus for an electric power company includes: a main processor 10, a voice receiver 20 and a wireless calling host 30 which are arranged at a customer service center of an electric power company; the main processor 10 is respectively connected with the voice receiver 20 and the wireless calling host 30 by wires; the main processor 10 has a wireless communication function for wireless communication connection with sub-processors provided in the divisions of the electric power company;
The voice receiver 20 for receiving the voice user opinion from the user terminal and transmitting the voice user opinion to the main processor 10;
the main processor 10 is configured to convert the received voice user opinions into text user opinions, and extract keywords from the text user opinions according to a preset keyword library; the keywords comprise user names, user contact ways, opinion types, names of power departments, names of power workers, job numbers of the power workers, geographic positions and time; for example, opinion types include complaints, suggestions, consultations, and the like;
the main processor 10 is also used for generating a time-limited reply notification according to the keywords, determining a target power department, and sending the text user opinion and the time-limited reply notification to a sub-processor of the target power department; wherein the time-limited reply notification comprises a preset reply time limit; the preset reply time period is related to the keyword, for example, when the keyword included in the user opinion is "complaint", the preset reply time is 24 hours; when the keyword included in the user opinion is "consultation", the preset response time is 3 hours.
The main processor 10 is further configured to send a reply report to the user terminal in the form of a short message through the wireless calling host 30 when receiving the reply report from the sub-processor within a preset reply time limit;
the main processor 10 is further configured to send a warning notification to the sub-processors of the target power department when a reply report from the sub-processors is not received within a preset reply time limit, and send the warning notification to the associated terminals of the responsible persons of the target power department in the form of a short message through the wireless calling host 30; for example, the warning notification includes "you do not send a reply report within a specified reply time limit, please reply within a second preset time, no reply after the expiration will be recorded on the case, and notify the upper level".
the wireless calling host 30 serves to transmit a reply report to the user terminal in the form of a short message under the control of the main processor 10 and to transmit a warning notice to the associated terminal of the person in charge of the target power department in the form of a short message.
the method for sending the short messages to the users and the responsible persons not only can enable the users to know the response condition of the power department to the suggestions in time and improve the user experience degree, but also can inform the responsible persons in time through the short messages when the target power department does not respond in time so as to urge the relevant responsible persons to take solving measures.
in the device of the embodiment, the received voice user opinions are converted into text user opinions through the main processor, keywords are extracted from the text user opinions, a time-limited reply notification is generated, and the time-limited reply notification is sent to the sub-processors of the target power department, so that the sub-processors of the target power department can analyze and process the time-limited reply notification; the main processor also receives the reply report sent by the sub-processor, sends the reply report to the user terminal in a short message form, and respectively sends a warning notice to the sub-processor of the target power department and the associated terminal of the responsible person when the reply report is not received within a preset reply time limit. The method effectively solves the problem that the efficiency of manually processing the user opinions is low in the prior art, namely, a whole set of complicated flow that multiple persons need to specially watch a hotline telephone to record the user opinions, inform relevant departments and answer the user according to the solutions adopted by the relevant departments is not needed.
The Voice receiver can be realized by adopting a related technology, for example, an Interactive Voice Response (IVR) system is adopted, self-service Voice prompt is utilized to guide a client to put forward a user opinion, the main processor can adopt an intelligent terminal or an upper computer and other equipment with processing capacity, the equipment can convert Voice into a text form, a keyword library is also preset in the main processor, a large number of keywords are stored in the keyword library according to categories, and the main processor is convenient to identify the keywords from the text user opinion and judge the category of the keywords. For example, categories such as "A electric company", "electric power worker number", "complaint", "contact phone", and the like. One implementation is as follows: the voice receiver guides the user step by step and enables the main processor to correspondingly acquire the keywords. For example, the voice receiver prompts the name of a user, presses the # key after answering, indicates the contact information of the user, presses the # key after answering, indicates the complaint application by pressing the 1 key, consults the application by pressing the 2 key, and suggests the application by pressing the 3 key, and for example, when the user selects the 3 key to complaint, the voice receiver prompts the user to sequentially answer complaint departments, complaint staff names, and the reason for lecturing, and then the main processor processes the complaint departments according to the corresponding categories. The other realization mode is as follows: the voice receiver directly receives all the voice spoken by the user after making a call, and then switches to the main processor, and the main processor extracts corresponding keywords from the opinion of the text user to obtain key information. Specifically, the main processor may be provided with an address book, and the address book records the contact information of the responsible person of each power department in the jurisdiction area and the terminal (e.g., sub-processor) associated with each power department, so that the main processor can use the power department related in the text user opinion as the target power department, and timely and correspondingly send the related information to the target power department according to the address book to communicate with the target power department.
Further, in order to follow up the subsequent processing situation of the target power department for the user opinions in time, the main processor is further used for sending an opinion processing feedback inquiry to the user terminal in a short message form through the wireless calling host after the preset interval time after the reply report is sent to the user terminal is ended; the main processor is also used for receiving opinion processing feedback information from the user terminal through the wireless calling host. In this way, for example, if the preset interval time is set to 72 hours, the main processor sends a short message of an opinion processing feedback query to the user terminal through the wireless calling host after the end of 72 hours of sending a reply report to the user terminal, wherein the opinion processing feedback query includes the satisfaction degree of the user on the processing result; satisfaction includes dissatisfaction, general satisfaction, greater satisfaction, and greater satisfaction, among others. The user can directly reply the short message, so the main processor receives the opinion feedback information through the wireless calling host.
referring to fig. 2, a schematic structural diagram of another user opinion processing device for an electric power company is shown, and on the basis of fig. 1, fig. 2 also shows a main alarm 40 connected with a main processor;
The main processor 10 is also used for triggering the main alarm 40 to alarm when the key words extracted from the text user opinions comprise primary sensitive words;
The main processor 10 is also configured to generate an emergency notification according to the keyword, and transmit the emergency notification to the associated terminal of the person in charge of the target power department in a phone form and/or a short message form through the wireless calling host 30.
The first-level sensitive word has the highest importance level, namely the critical sensitive word; for example, the words relating to 'fire', 'electric shock' and the like can be classified as first-level sensitive words, if the first-level sensitive words are monitored, the main processor immediately triggers the main alarm to draw attention of related personnel and take corresponding measures conveniently in time, and meanwhile, in order to timely inform a target power department related to user opinions, the main processor can also emergently inform the target power department responsible person through the wireless calling host machine so as to enable the target power department person to take rapid feedback.
Further, fig. 2 also shows that the user opinion processing device further includes a cloud server 50 connected to the main processor 10;
The main processor 10 is also used for sending text user opinions and reply reports to the cloud server 50;
the cloud server 50 is used for analyzing the text user opinions and the reply reports and generating opinion processing reports.
The cloud server can analyze the text user opinions and the reply reports by related working personnel to check whether the opinion processing result is qualified or not, and can automatically analyze the text user opinions and the reply reports according to preset analysis steps, for example, the text user opinions comprise ' complaint electric power staff A attitude is poor ', the reply reports comprise ' criticizing treatment on electric power staff A, electric power staff A has performed apology to a client ', and the like ', and the cloud server generates corresponding opinion processing reports by analyzing keywords in the text user opinions and keywords in the reply reports, wherein the reports can comprise processing qualification degrees; e.g., fail, generally pass, etc.
Example two:
For a first embodiment of the provided user opinion processing device for an electric power company, an embodiment of the present invention provides a user opinion processing system for an electric power company, referring to a schematic structural diagram of a user opinion processing system for an electric power company shown in fig. 3, the system includes the first embodiment of the provided user opinion processing device 100, and further includes a sub-processor 1 and a display screen 2; the subprocessors 1 are arranged at the side of a branch gate of an electric power company, and the display screens 2 are arranged in a branch gate hall of the electric power company; the sub-processor 1 is electrically connected to the display screen 2, and the sub-processor 1 is connected to the main processor 10 in the user opinion processing device 100 in a wireless communication manner;
The sub-processor 1 is used for receiving the text user opinion and the time-limited reply notification from the main processor 10 and sending the text user opinion and the time-limited reply notification to the display screen 2;
The display screen 2 is used for displaying text user opinions and time-limited reply notifications;
The sub-processor 1 is also adapted to receive a reply report entered by the staff member and to send the received reply report to the main processor 10.
Through the system, the power division related to the user opinions can rapidly acquire the related user opinions, and all people can see the system due to the fact that the display screen is arranged in a hall which is the most obvious place of the power company division, so that the system plays a good role in supervising and urging, is convenient for related responsible personnel to timely process the user opinions, and takes measures according to the user opinions. The sub-processors may be computers or the like, so that the staff can directly enter a reply report through the sub-processors, and the reply report comprises a solution measure aiming at the user opinion or a realistic explanation aiming at the user opinion. The reply report can have a uniform specification template, so that the main processor can conveniently sort and analyze the reply report.
Referring to fig. 4, a schematic diagram of another user opinion processing system for an electric power company is shown, which includes a sub-alarm 3 connected to a sub-processor 1 on the basis of fig. 3;
The sub-processor 1 is also used for analyzing the received text user opinions and triggering the sub-alarm 3 to alarm when the text user opinions include specified sensitive words.
meanwhile, fig. 4 also shows that the system further includes a cloud server 200; the cloud server 200 is wirelessly connected to the main processor 10 of the user opinion processing device 100, and receives and analyzes the text user opinion and the reply report from the main processor 10, and generates an opinion processing report.
Further, as shown in fig. 4, the system further includes a user terminal 300 communicatively connected to the cloud server;
the user terminal 300 is used for reporting the voice user opinion to the voice receiver and receiving a reply report sent by the wireless calling host in a short message form; and the cloud server is also used for sending a query instruction to the cloud server so as to obtain the opinion of the text user, a reply report or an opinion processing report.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working process of the system described above may refer to the corresponding process in the foregoing embodiments, and is not described herein again.
Example three:
For the user opinion processing device and system for the electric power company provided in the foregoing embodiments, the embodiment of the present invention further provides a user opinion processing method for the electric power company, and specifically, refer to a flowchart of the user opinion processing method for the electric power company shown in fig. 5, where the method includes the following steps:
step S502: the main processor receives the voice user opinions from the user terminal through the voice receiver, converts the received voice user opinions into text user opinions, and extracts keywords from the text user opinions according to a preset keyword library; the keywords comprise user names, user contact ways, opinion types, names of power departments, names of power workers, job numbers of the power workers, geographic positions and time;
step S504: the main processor generates a time-limited reply notification according to the keywords, determines a target power department and sends the text user opinion and the time-limited reply notification to the sub-processors of the target power department; wherein the time-limited reply notification comprises a preset reply time limit;
step S506: when the main processor receives the reply report from the sub-processor within the preset reply time limit, the reply report is sent to the user terminal in a short message form through the wireless calling host;
Step S508: and when the main processor does not receive the reply report from the sub-processors within the preset reply time limit, the main processor sends a warning notice to the sub-processors of the target power department and sends the warning notice to the associated terminal of the responsible person of the target power department in a short message form through a wireless calling host.
In order to carry out retention analysis on the opinion of the user so as to improve the service quality subsequently; meanwhile, in order to effectively judge and supervise the solution measures taken by the relevant power departments, the method further comprises the following steps: the main processor sends the text user opinions and the reply reports to the cloud server, so that the cloud server analyzes the text user opinions and the reply reports and generates opinion processing reports.
the method provided by the embodiment has the same implementation principle and technical effect as the foregoing embodiment, and for the sake of brief description, reference may be made to the corresponding contents in the foregoing device embodiment where no part of the method embodiment is mentioned.
In summary, the user opinion processing device, the system and the method for the power company provided by the embodiment of the present invention convert the received voice user opinion into the text user opinion through the main processor, extract the keyword from the text user opinion, generate the time-limited reply notification, and send the time-limited reply notification to the sub-processor of the target power department, so that the sub-processor of the target power department performs analysis and processing; the main processor also receives the reply report sent by the sub-processor, sends the reply report to the user terminal in a short message form, and respectively sends a warning notice to the sub-processor of the target power department and the associated terminal of the responsible person when the reply report is not received within a preset reply time limit. The method effectively solves the problem that the efficiency of manually processing the user opinions is low in the prior art, namely, a whole set of complicated flow that multiple persons need to specially watch a hotline telephone to record the user opinions, inform relevant departments and answer the user according to the solutions adopted by the relevant departments is not needed.
In addition, in the description of the embodiments of the present invention, unless otherwise explicitly specified or limited, the terms "mounted," "connected," and "connected" are to be construed broadly, e.g., as meaning either a fixed connection, a removable connection, or an integral connection; can be mechanically or electrically connected; they may be connected directly or indirectly through intervening media, or they may be interconnected between two elements. The specific meanings of the above terms in the present invention can be understood in specific cases to those skilled in the art.
The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
in the description of the present invention, it should be noted that the terms "center", "upper", "lower", "left", "right", "vertical", "horizontal", "inner", "outer", etc., indicate orientations or positional relationships based on the orientations or positional relationships shown in the drawings, and are only for convenience of description and simplicity of description, but do not indicate or imply that the device or element being referred to must have a particular orientation, be constructed and operated in a particular orientation, and thus, should not be construed as limiting the present invention. Furthermore, the terms "first," "second," and "third" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance.
Finally, it should be noted that: the above-mentioned embodiments are only specific embodiments of the present invention, which are used for illustrating the technical solutions of the present invention and not for limiting the same, and the protection scope of the present invention is not limited thereto, although the present invention is described in detail with reference to the foregoing embodiments, those skilled in the art should understand that: any person skilled in the art can modify or easily conceive the technical solutions described in the foregoing embodiments or equivalent substitutes for some technical features within the technical scope of the present disclosure; such modifications, changes or substitutions do not depart from the spirit and scope of the embodiments of the present invention, and they should be construed as being included therein. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.
Claims (10)
1. A user opinion processing apparatus for an electric power company, comprising: the main processor, the voice receiver and the wireless calling host are arranged in a customer service center of a power company; the main processor is respectively in wired connection with the voice receiver and the wireless calling host; the main processor has a wireless communication function and is used for being in wireless communication connection with sub-processors arranged in branch departments of the power company;
the voice receiver is used for receiving voice user opinions from a user terminal and sending the voice user opinions to the main processor;
The main processor is used for converting the received voice user opinions into text user opinions and extracting keywords from the text user opinions according to a preset keyword library; the keywords comprise user names, user contact ways, opinion types, names of power departments, names of power workers, job numbers of the power workers, geographic positions and time;
The main processor is also used for generating a time-limited reply notification according to the keyword, determining a target power department and sending the text user opinion and the time-limited reply notification to a sub-processor of the target power department; wherein the time-limited reply notification comprises a preset reply time limit;
The main processor is also used for sending the reply report to the user terminal in a short message form through the wireless calling host when receiving the reply report from the sub-processor within the preset reply time limit;
the main processor is also used for sending a warning notice to the sub-processors of the target power department when the main processor does not receive a reply report from the sub-processors within the preset reply time limit, and sending the warning notice to the associated terminal of the responsible person of the target power department in a short message form through the wireless calling host;
the wireless calling host is used for sending the reply report to the user terminal in a short message form under the control of the main processor and sending the warning notice to a related terminal of a person in charge of the target power department in a short message form.
2. The user opinion processing device according to claim 1, wherein the main processor is further configured to send an opinion processing feedback query in a form of a short message to the user terminal through the wireless calling host after a preset interval time after the reply report is sent to the user terminal ends;
the main processor is also used for receiving opinion processing feedback information from the user terminal through the wireless calling host.
3. The user opinion processing device according to claim 1, further comprising a main alarm connected to the main processor;
The main processor is also used for triggering the main alarm to alarm when the keywords extracted from the text user opinions comprise primary sensitive words;
The main processor is also used for generating an emergency notification according to the keyword, and sending the emergency notification to a related terminal of a responsible person of the target power department in a telephone form and/or a short message form through the wireless calling host.
4. the user opinion processing device according to claim 3, further comprising a cloud server connected to the main processor;
the main processor is further used for sending the text user opinion and the reply report to the cloud server;
And the cloud server is used for analyzing the text user opinions and the reply reports and generating opinion processing reports.
5. A user opinion processing system for an electric power company, comprising the user opinion processing device according to any one of claims 1 to 4, further comprising a sub-processor and a display screen; the subprocessors are arranged on the side of a branch door of an electric power company, and the display screen is arranged in a branch door hall of the electric power company; the sub-processor is electrically connected with the display screen and is in wireless communication connection with a main processor in the user opinion processing device;
the sub-processor is used for receiving the text user opinions and the time-limited reply notification from the main processor and sending the text user opinions and the time-limited reply notification to the display screen;
the display screen is used for displaying the text user opinion and the time-limited reply notification;
the sub-processor is also used for receiving a reply report entered by a worker and sending the received reply report to the main processor.
6. the system of claim 5, further comprising a sub-alarm connected to the sub-processor;
The sub-processor is further used for analyzing the received text user opinions and triggering the sub-alarm to alarm when the text user opinions include designated sensitive words.
7. the system of claim 5, further comprising a cloud server; the cloud server is in wireless connection with the main processor in the user opinion processing device and is used for receiving and analyzing the text user opinion and the reply report from the main processor and generating an opinion processing report.
8. The system of claim 5, further comprising a user terminal communicatively coupled to the cloud server;
the user terminal is used for reporting voice user opinions to the voice receiver and receiving the reply report sent by the wireless calling host in a short message form; and the cloud server is further used for sending a query instruction to the cloud server so as to obtain the text user opinion, the reply report or the opinion processing report.
9. a user opinion processing method using the system according to any one of claims 5 to 8, the method comprising:
the main processor receives voice user opinions from a user terminal through the voice receiver, converts the received voice user opinions into text user opinions, and extracts keywords from the text user opinions according to a preset keyword library; the keywords comprise user names, user contact ways, opinion types, names of power departments, names of power workers, job numbers of the power workers, geographic positions and time;
the main processor generates a time-limited reply notification according to the keyword, determines a target power department, and sends the text user opinion and the time-limited reply notification to a sub-processor of the target power department; wherein the time-limited reply notification comprises a preset reply time limit;
When the main processor receives a reply report from the sub-processor within the preset reply time limit, the reply report is sent to the user terminal in a short message form through the wireless calling host;
And when the main processor does not receive the reply report from the sub-processors within the preset reply time limit, sending a warning notice to the sub-processors of the target power department, and sending the warning notice to the associated terminal of the responsible person of the target power department in a short message form through the wireless calling host.
10. the method of claim 9, further comprising:
and the main processor sends the text user opinions and the reply reports to the cloud server so that the cloud server analyzes the text user opinions and the reply reports and generates opinion processing reports.
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| CN109858702B (en) * | 2019-02-14 | 2021-02-19 | 中国联合网络通信集团有限公司 | Prediction method, device and equipment for customer upgrade complaints and readable storage medium |
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