CN106815709A - One kind service quick response center support system and method - Google Patents
One kind service quick response center support system and method Download PDFInfo
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Abstract
本发明公开了一种服务快速响应中心支撑系统及方法，该系统包括通信连接的服务诉求智能判断模块、服务轨迹分析模块、营配协同应用数据共享模块；该方法包括根据用户请求信息在用电信息采集系统中调取用户历史信息，根据用户历史信息对该用户进行关联性分析，并根据分析结果生成对应当前用户的业务；对业务依次进行服务轨迹、用户行为、服务渠道及热点任务分析，得到对应当前用户的至少一个待处理的工单；对工单进行分类，并根据工单的类型将各工单发送至配网自动化系统、生产管理系统或营销系统。本发明通过强化业务判断系统支撑，使得对电力系统中的业务判断更加智能、更加准确，智能得出业务判断结论，为差异化服务策略制定提供依据。
The invention discloses a support system and method for a service rapid response center. The system includes a communication-connected service appeal intelligent judgment module, a service track analysis module, and a marketing and distribution collaborative application data sharing module; The information collection system retrieves the user's historical information, conducts correlation analysis on the user based on the user's historical information, and generates the business corresponding to the current user according to the analysis result; conducts service track, user behavior, service channel and hot task analysis on the business in turn, Obtain at least one pending work order corresponding to the current user; classify the work orders, and send each work order to the distribution network automation system, the production management system or the marketing system according to the type of the work order. By strengthening the support of the business judgment system, the invention makes the business judgment in the electric power system more intelligent and accurate, intelligently obtains the business judgment conclusion, and provides a basis for formulating differentiated service strategies.
Description
Technical field
The present invention relates to power system technology of sharing field, and in particular to one kind service quick response center support system and
Method.
Background technology
Customer service is a part of marketing work, and the division of labor for being worked according to sales service in recent years is persistently expanded
Technology realization rate, it is abundant to improve business function, marketing and services quality are improved to a certain extent.In order to adapt to marketing
Development new situations, national grid proposes to strengthen customer service monitoring in being planned 12, for power customer provides good service,
Not only weigh internal standard, and the outside expectation of weight.Not only adhere to lifting electricity by improving internal work efficiency and craftmanship
Can quality and power supply quality；And adhere to from being user and shareholder's creation of value, lifting company's quality and
Social synthesis' satisfaction.
But the equal unification of customer service in current power network, it is impossible to realize with production management system, distribution automation system,
Information sharing between power information acquisition system and marketing system, therefore cannot fast reaction user needs.
The content of the invention
For defect of the prior art, the present invention provides a kind of service quick response center support system and method, leads to
Cross reinforcing business and judge that system is supported, quickly user's request can be made a response, and improve the place to failure electrical problems
Reason efficiency so that judge the business in power system more intelligent, more accurate, intelligently draw business judgement conclusion, be difference
Alienation service strategy is formulated and provides foundation.
In order to solve the above technical problems, the present invention provides following technical scheme：
On the one hand, the invention provides one kind service quick response center support system, the support system with it is default
The communication connection of production management system, distribution automation system, power information acquisition system and marketing system, and the support system
Including：Synergistic application data sharing mould is matched somebody with somebody by the service demand intelligent decision module of communication connection, service trajectory analysis module, battalion
Block；
It is described service demand intelligent decision module, for according to user request information in the power information acquisition system
The user history information of the active user for sending the user request information is transferred, according to the user history information to the user
Being associated property is analyzed, and according to the business of analysis result generation correspondence active user, and the business is sent to the clothes
Business trajectory analysis module；
The service trajectory analysis module, for carrying out service track, user behavior, clothes successively to the business for receiving
Business channel and focus task analysis, obtain correspondence active user at least one pending work order, and by the work order send to
Synergistic application data sharing module is matched somebody with somebody by the battalion；
Synergistic application data sharing module is matched somebody with somebody by the battalion, for classifying to the work order for receiving, and according to institute
The type for stating work order sends to the distribution automation system, production management system or marketing system each work order so that
The work order of the distribution automation system, production management system or marketing system respectively to receiving is processed.
Further, the support system also includes：Sensitive work order recognizes monitoring module and the big panel module of early warning monitoring；
Sensitive work order recognizes monitoring module, and sensitive work order is obtained for being recognized in work order according to sensitive information keyword,
And the sensitive work order is sent to the big panel module of the early warning monitoring；
The big panel module of early warning monitoring, for other modules in the sensitive work order and support system of display receiving in real time
Processing information, and early warning is sent according to the sensitive work order.
Further, the support system also includes：Outage information management module and troublshooting management module；
The outage information management module, for being obtained and typing power failure operating mode in the work order, and stops according to described
Electrician's condition obtains corresponding triggering emergency preplan, and sends power off notifying to the corresponding region of power failure operating mode；
The troublshooting management module, is distributed to production management system, matches somebody with somebody for the fault ticket in the work order
The process of automation system, power information acquisition system or marketing system is monitored.
Further, the service demand intelligent decision module includes：
Intelligent decision regulation management unit, for being transferred in the power information acquisition system according to user request information
The user history information of the active user of the user request information is sent, wherein, the user history information includes accepting pass
The service history record of key word and user, and keywords database is judged according to user history information foundation；
Intelligent decision Template Manager unit, for being analyzed the being associated property of user according to the judgement keywords database,
Obtain correlation analysis result；
Intelligent Service judges engine unit, for the business according to analysis result generation correspondence active user, and should
Business is sent to the service trajectory analysis module.
Further, the service trajectory analysis module includes：
Single household services track reproducing unit, for carrying out service trajectory analysis, service therein to the business for receiving
Track includes：The business information of services channels, service content and service；
Customer behavior analysis unit, for carrying out user behavior analysis to the business for receiving, user is classified,
The user type includes：Complain preference type client, electricity charge inquiry preference type client, sensitive client type client, wechat preference visitor
Family, phone preference client, business hall preference client and microblogging preference client group；
Services channels analytic unit, for carrying out services channels analysis, services channels therein to the business for receiving
Including：The business handling amount of each services channels, number of users and growth rate information；
Hot spot service analytic unit, the history for the client's transacting business according to each channel is analyzed, and builds focus
Business model；
Analysis result collects and transmitting element, for the single household to be serviced into track reproducing unit, customer behavior analysis list
The analysis result of unit, services channels analytic unit and hot spot service analytic unit is collected, and obtains correspondence active user extremely
A few pending work order, and the work order is sent to the battalion with synergistic application data sharing module.
Further, the battalion includes with synergistic application data sharing module：
Work order taxon, for classifying to the work order for receiving, and obtains non-faulting class distribution transformation work
List, non-faulting class user's distribution demand work order, failure classes user distribution demand work order and marketing defect work order；
Unit is checked in non-faulting class distribution transformation plan, for carrying out letter to the non-faulting class user distribution demand work order
Breath filtering；
Non-faulting class user's distribution demand transfer unit, for what is accepted to non-faulting class work order and the marketing system
Non-faulting class work order carries out non-faulting treatment, and the non-faulting treatment includes：Business consultation, complaint, report, suggestion, opinion and
Integrated service work order；
Failure classes user's distribution demand transfer unit, the Customs Assigned Number institute is judged for failure judgement work order in distribution system
Whether it is related to low-voltage, three-phase imbalance in platform area and frequently has a power failure；
Work order Dispatching Unit, for by the non-faulting class distribution transformation work order and non-faulting class user's distribution demand work order
Send to the distribution automation system, the failure classes user distribution demand work order is sent directly to the production management system
System, and the marketing defect work order is sent to the marketing system so that the distribution automation system, production management system
System and the marketing system are processed the work order respectively.
Further, the sensitive work order identification monitoring module includes：
Sensitive work order automatic identification unit, sensitive work order is obtained for being recognized in work order according to sensitive information keyword,
And judge the type of service of work order and accept the sensitive grade of content；
Sensitive work order puts unit on record automatically, for being configured according to flow, identified sensitivity work order information is sent into finger
Fix the number of workers and the big panel module of the early warning monitoring.
Further, the big panel module of the early warning monitoring includes：
From monitoring and early warning unit, for being monitored to worksheet process；
Real-time display unit, for the treatment letter of other modules in the sensitive work order and support system of display receiving in real time
Breath, and view is formed, and early warning is sent according to the sensitive work order；Wherein, the view includes：Work order distribution is regarded
Figure, early warning work order monitoring watch circle, sensitive work order monitoring view, customer grouping view, monitoring view, outage information monitor in real time
View and priority support user monitoring view.
Further, the outage information management module includes：
Outage information typing unit, for being obtained and typing power failure operating mode in the work order, and judgement is in input
The no complaint work order for being related to power supply reliability to classify and frequently power failure；
Outage information reminding unit, for sending power off notifying to the corresponding region of power failure operating mode；
Triggering emergency preplan unit, for carrying out emergency preplan triggering to power failure operating mode by user class；
Power off notifying unit, in the management that power failure operating mode is informed corresponding user and power failure operating mode region
The heart.
On the other hand, present invention also offers one kind service quick response central supported method, methods described includes：
The current use for sending the user request information is transferred in power information acquisition system according to user request information
The user history information at family, analyzes the being associated property of user according to the user history information, and is given birth to according to analysis result
The business of active user is answered in pairs；
Carry out service track, user behavior, services channels and focus task analysis successively to the business, obtain to should
At least one pending work order of preceding user；
The work order is classified, and is sent to distribution automation each work order according to the type of the work order
System, production management system or marketing system so that the distribution automation system, production management system or marketing system are right respectively
The work order for receiving is processed.
As shown from the above technical solution, a kind of service quick response center support system and method for the present invention, should
System includes that synergistic application data sharing is matched somebody with somebody by the service demand intelligent decision module of communication connection, service trajectory analysis module, battalion
Module；Judge that system is supported by strengthening business, judge business more intelligent, more accurate, intelligently show that business judges knot
By, can auxiliary activities personnel's quick response client's demand, more accurately carry out business judgement to work order, accelerate business handling stream
Journey；By strengthening customer behavior analysis, service track record of the client in each channel is integrated, be that differentiated service policy development is carried
For foundation.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
The accompanying drawing to be used needed for having technology description is briefly described, it should be apparent that, drawings in the following description are the present invention
Some embodiments, for those of ordinary skill in the art, on the premise of not paying creative work, can also basis
These accompanying drawings obtain other accompanying drawings.
Fig. 1 is a kind of structural representation of service quick response center support system of the embodiment of the present invention one；
Fig. 2 is the embodiment of the present invention two including sensitive work order identification monitoring module 40 and the big panel module 50 of early warning monitoring
The structural representation of support system；
Fig. 3 is the support including outage information management module 60 and troublshooting management module 70 of the embodiment of the present invention three
The structural representation of system；
Fig. 4 be the embodiment of the present invention four above-mentioned support system in service the structural representation of demand intelligent decision module 10
Figure；
Fig. 5 be the embodiment of the present invention five above-mentioned support system in service the structural representation of trajectory analysis module 20；
Fig. 6 be the embodiment of the present invention six above-mentioned support system in battalion show with the structure of synergistic application data sharing module 30
It is intended to；
Fig. 7 be the embodiment of the present invention seven above-mentioned support system in sensitive work order recognize the structural representation of monitoring module 40
Figure；
Fig. 8 be the embodiment of the present invention eight above-mentioned support system in the big panel module 50 of early warning monitoring structural representation；
Fig. 9 be the embodiment of the present invention nine above-mentioned support system in outage information management module 60 structural representation；
Figure 10 is a kind of schematic flow sheet of service quick response central supported method of the embodiment of the present invention ten.
Specific embodiment
To make the purpose, technical scheme and advantage of the embodiment of the present invention clearer, below in conjunction with the embodiment of the present invention
In accompanying drawing, clear, complete description is carried out to the technical scheme in the embodiment of the present invention, it is clear that described embodiment is
A part of embodiment of the present invention, rather than whole embodiments.Based on the embodiment in the present invention, those of ordinary skill in the art
The every other embodiment obtained under the premise of creative work is not made, belongs to the scope of protection of the invention.
Embodiments of the invention one provide a kind of a kind of specific embodiment for servicing quick response center support system.
Referring to Fig. 1, support system and default production management system, distribution automation system, power information acquisition system and marketing are
System communication connection, the support system specifically includes following content：
The service demand intelligent decision module 10 of communication connection, service trajectory analysis module 20, battalion match somebody with somebody synergistic application data
Sharing module 30.
Service demand intelligent decision module 10, for transferring hair in power information acquisition system according to user request information
Go out the user history information of the active user of user request information, according to user history information to the being associated property of user point
Analysis, and according to the business of analysis result generation correspondence active user, and the business is sent to service trajectory analysis module 20.
In service demand intelligent decision module 10, for auxiliary judgment perfect in shape and function, intelligent decision is realized；By client
The Correlation Criterias such as address, caller client number, intelligent Matching analysis is carried out to client's industry electricity history service log, is obtained client and is gone through
Client in history service demand record writes, by client write automatically with power failure plan and outage information, subscriber arrearage state,
Subscriber arrearage outage information, user's demand feedback information, distribution transformation scheduled transfer information, real-time survey electric energy table status etc. of calling together are believed
The dependency relation association analysis of breath, by support function auxiliary judgment executing rule set condition, to above-mentioned incidence relation sequentially
Judgement information is performed, a result is automatically judged, and implementing result is judged that work order interface carries out synthesis in human assistance
Displaying, efficiently provides judgement information to judge personnel, and Business Processing is carried out for commanding provides information commanding.
Service trajectory analysis module 20, for carrying out service track, user behavior, services channels successively to the business for receiving
And focus task analysis, at least one pending work order of correspondence active user is obtained, and the work order is sent to battalion with association
With application data sharing module 30.
In service trajectory analysis module 20, by providing certain Customs Assigned Number, service is directly invoked in business
Track reproducing function, inquires about the history service track of user, comprising services channels, service content, the business information of service；According to
The information such as the preference of channel use habit, frequency and business client of client, analyze the behavior interesting of client, build client inclined
Good model, defines customer type.By customer behavior analysis, realize that the behavior of client is grasped and is grouped, define dividing for client
Class, such as：Complain preference type, electricity charge inquiry preference type, sensitive client type, wechat preference client, phone preference client, business hall inclined
Hospitable family, microblogging preference client group.
Synergistic application data sharing module 30 is matched somebody with somebody by battalion, for classifying to the work order for receiving, and according to the class of work order
Type sends to distribution automation system, production management system or marketing system each work order so that distribution automation system, production
The work order of management system or marketing system respectively to receiving is processed.
In battalion is with synergistic application data sharing module 30, for the non-faulting class work order and marketing system of state's hair off the net
The non-faulting class work order for accepting, including business consultation, complaint, report, suggestion, opinion, integrated service work order, by artificial judgment
Whether platform area where the Customs Assigned Number is related to low-voltage, three-phase imbalance, frequently has a power failure.If platform area exists where the Customs Assigned Number
The improvement plan information that distribution system has been related to low-voltage, three-phase imbalance, has frequently had a power failure, then in order sub-argument ring
Section, processing links, examination ＆ verification link, can click on platform area numbering and be linked to distribution system and check improvement plan information, be that failure is sentenced
It is disconnected that basic data support is provided.
Knowable to foregoing description, embodiments of the invention are applied to the development of sales service and new management mode, fit
The service processing mode that accepts is concentrated for 95598 full-services, it is customer-centric, deploy service by guiding of customer demand
Quick response center support system, horizontal coordination marketing, fortune inspection, regulation and control business department, accepts Guo Wang client service centers industry on longitudinal direction
Business accepts work order, and second line of a couplet business executive arm (teams and groups) cooperates with the Service Sources such as allotment marketing, distribution, scheduling in transverse direction, be visitor
Take center and realize that service quick response provides powerful background support.
Embodiments of the invention two provide a kind of specific embodiment of above-mentioned support system.Support system also includes quick
Sense work order identification monitoring module 40 and the big panel module 50 of early warning monitoring, referring to Fig. 2, sensitive work order identification monitoring module 40 and pre-
Police commissioner controls big panel module 50 includes following content：
Sensitive work order recognizes monitoring module 40, and sensitive work is obtained for being recognized in work order according to sensitive information keyword
It is single, and sensitive work order is sent to the big panel module 50 of early warning monitoring.
The big panel module 50 of early warning monitoring, for the place of other modules in the sensitive work order and support system of display receiving in real time
Reason information, and early warning is sent according to sensitive work order.
Knowable to foregoing description, embodiments of the invention are set up by shared mechanisms such as data center, ESBs
With production management system, distribution automation system, power information acquisition system information sharing, set up with above-mentioned each system should
With the integrated interactive application of layer, realize business or complain work order operating, rapid rush-repair telegram in reply, service panoramic view, comprehensive exhibition
Show, seek with business functions such as support applications.
Embodiments of the invention three provide a kind of specific embodiment of above-mentioned support system.Support system also includes stopping
Power information management module 60 and troublshooting management module 70, referring to Fig. 3, the outage information management module 60 and troublshooting pipe
Reason module 70 includes following content：
Outage information management module 60, for being obtained and typing power failure operating mode in work order, and obtains according to power failure operating mode
Corresponding triggering emergency preplan, and power off notifying is sent to the corresponding region of power failure operating mode.
Troublshooting management module 70, is distributed to production management system, distribution automatic for the fault ticket in work order
The process of change system, power information acquisition system or marketing system is monitored.
Knowable to foregoing description, embodiments of the invention have deepened the data sharing and utilization between information system：It is more real
When obtain should match somebody with somebody data, be beneficial to the application in business procession, carry out accurate demand treatment.
Embodiments of the invention four service a kind of specific of demand intelligent decision module 10 in providing above-mentioned support system
Implementation method.Referring to Fig. 4, the service demand intelligent decision module 10 specifically includes following content：
Intelligent decision regulation management unit 11, for transferring hair in power information acquisition system according to user request information
Go out the user history information of the active user of user request information, wherein, user history information includes accepting keyword and user
Service history record, and according to user history information set up judge keywords database.
Intelligent decision Template Manager unit 12, for according to judge keywords database to the being associated property of user analyze, obtain
To correlation analysis result.
Intelligent Service judges engine unit 13, for the business according to analysis result generation correspondence active user, and will
The business is sent to service trajectory analysis module 20.
Knowable to foregoing description, embodiments of the invention give the side of implementing of service demand intelligent decision module
Formula, it is ensured that the current use for sending user request information can be transferred in power information acquisition system according to user request information
The user history information at family, analyzes the being associated property of user according to user history information, and right according to analysis result generation
Answer the business of active user.
Embodiments of the invention five provide a kind of specific implementation of service trajectory analysis module 20 in above-mentioned support system
Mode.Referring to Fig. 5, the service trajectory analysis module 20 specifically includes following content：
Single household service track reproducing unit 21, for carrying out service trajectory analysis, service rail therein to the business for receiving
Mark includes：The business information of services channels, service content and service.
Customer behavior analysis unit 22, for carrying out user behavior analysis to the business for receiving, user is classified, and is used
Family type includes：Complain preference type client, electricity charge inquiry preference type client, sensitive client type client, wechat preference client, phone
Preference client, business hall preference client and microblogging preference client group.
Services channels analytic unit 23, for carrying out services channels analysis, services channels bag therein to the business for receiving
Include：The business handling amount of each services channels, number of users and growth rate information.
Hot spot service analytic unit 24, the history for the client's transacting business according to each channel is analyzed, and builds heat
Point business model.
Analysis result collects and transmitting element 25, for by single household service track reproducing unit, customer behavior analysis unit,
The analysis result of services channels analytic unit and hot spot service analytic unit is collected, and obtains at least the one of correspondence active user
Individual pending work order, and the work order is sent to battalion with synergistic application data sharing module 30.
Knowable to foregoing description, embodiments of the invention give the specific implementation of service trajectory analysis module, real
Having showed can successively carry out service track, user behavior, services channels and focus task analysis to the business for receiving, and obtain correspondence
At least one pending work order of active user.
Embodiments of the invention six provide the one kind of battalion with synergistic application data sharing module 30 in above-mentioned support system
Specific embodiment.Referring to Fig. 6, the battalion specifically includes following content with synergistic application data sharing module 30：
Work order taxon 31, for classifying to the work order for receiving, and obtain non-faulting class distribution transformation work order,
Non-faulting class user's distribution demand work order, failure classes user distribution demand work order and marketing defect work order.
Unit 32 is checked in non-faulting class distribution transformation plan, for entering row information to non-faulting class user's distribution demand work order
Filtering.
Non-faulting class user's distribution demand transfer unit 33, it is non-for what is accepted to non-faulting class work order and marketing system
Failure classes work order carries out non-faulting treatment, and non-faulting treatment includes：Business consultation, complaint, report, suggestion, opinion and comprehensive industry
Work list.
Failure classes user's distribution demand transfer unit 34, the Customs Assigned Number is judged for failure judgement work order in distribution system
Whether place platform area is related to low-voltage, three-phase imbalance and frequently has a power failure.
Work order Dispatching Unit 35, for non-faulting class distribution transformation work order and non-faulting class user's distribution demand work order to be sent out
Distribution automation system is delivered to, failure classes user's distribution demand work order is sent directly to production management system, and will marketing
Defect work order is sent to marketing system so that distribution automation system, production management system and marketing system are entered to work order respectively
Row treatment.
Knowable to foregoing description, embodiments of the invention give battalion's implementing with synergistic application data sharing module
Mode, realizes the work order to receiving and classifies, and is sent to distribution automation each work order according to the type of work order
System, production management system or marketing system so that distribution automation system, production management system or marketing system are respectively to receiving
Work order processed.
One kind that embodiments of the invention seven provide sensitive work order identification monitoring module 40 in above-mentioned support system is specific
Implementation method.Referring to Fig. 7, the sensitive work order identification monitoring module 40 specifically includes following content：
Sensitive work order automatic identification unit 41, sensitive work is obtained for being recognized in work order according to sensitive information keyword
It is single, and judge the type of service of work order and accept the sensitive grade of content.
Sensitive work order puts unit 42 on record automatically, for being configured according to flow, identified sensitivity work order information is sent to
Designated person and the big panel module 50 of early warning monitoring.
Knowable to foregoing description, embodiments of the invention give the side of implementing that sensitive work order recognizes monitoring module
Formula, realizes and is recognized in work order according to sensitive information keyword and obtain sensitive work order.
Embodiments of the invention eight provide a kind of specific implementation of the big panel module 50 of early warning monitoring in above-mentioned support system
Mode.Referring to Fig. 8, the big panel module 50 of the early warning monitoring specifically includes following content：
From monitoring and early warning unit 51, for being monitored to worksheet process.
Real-time display unit 52, for the treatment letter of other modules in the sensitive work order and support system of display receiving in real time
Breath, and view is formed, and early warning is sent according to sensitive work order；Wherein, view includes：Work order arrangement view, early warning work
Single monitoring watch circle, sensitive work order monitoring view, customer grouping view, monitoring view, outage information monitor in real time view and weight
Point ensures user monitoring view.
Knowable to foregoing description, embodiments of the invention can in real time show in the sensitive work order and support system of receiving it
The processing information of his module.
Embodiments of the invention nine provide a kind of specific implementation of outage information management module 60 in above-mentioned support system
Mode.Referring to Fig. 9, the outage information management module 60 specifically includes following content：
Outage information typing unit 61, for being obtained and typing power failure operating mode in work order, and judges whether in input
It is related to complaint work order and frequently have a power failure that power supply reliability is classified.
Outage information reminding unit 62, for sending power off notifying to the corresponding region of power failure operating mode.
Triggering emergency preplan unit 63, for carrying out emergency preplan triggering to power failure operating mode by user class.
Power off notifying unit 64, in the management that power failure operating mode is informed corresponding user and power failure operating mode region
The heart.
Knowable to foregoing description, embodiments of the invention are realized and obtained and typing power failure operating mode in work order, and according to
Power failure operating mode obtains corresponding triggering emergency preplan, and sends power off notifying to the corresponding region of power failure operating mode..
It is further description this programme, the specific of quick response center support system is serviced the invention provides a kind of
Application examples, the design principle of the support system is as follows：
(1) reinforcing work order classification treatment, realizes the intellectual determination of failure.
By the classified and graded management of work order, strengthen the classification treatment of work order, the treatment of important work order ensured from mechanism,
With implementing for services.Breakdown judge aspect introduces the method and strategy of intellectual determination, and auxiliary realizes that quick failure is sentenced
Disconnected work.
(2) the service monitoring displaying of many means is set up, sensitive information is formed and is put mechanism on record
Various monitoring display techniques are merged, 95598 is formed and is runed assistance platform, integration construct workbench, large-size screen monitors are visual
Change displaying, and based on Customer Service Information center, carried out with comprehensive support customer service monitoring business.Automatic identification sensitivity work
Single, automatic work unit classification, while the information such as sensitive information, service exception and forewarning index found to monitoring and early warning carries out letter
Breath is put on record, upgrading supervisor, forms the listed information of responsibility leader and puts treatment mechanism on record, further the collaboration machine of reinforcing Business Processing
System.
(3) monitoring and early warning, notice, and closed-loop process
Very abundant etc. index of grade monitoring threshold value over time limit for work order carries out early warning, and supports various message mechanisms, short
The modes such as letter, wechat, mail carry out notice tracking.In terms of monitoring and early warning treatment, system passes through work order procedure treatment mechanism
Procedure analysis, the attribution of monitoring and early warning are ensured, strengthens business cooperation, the landing for formulating the closed-loop process such as solution is realized.
(4) trajectory analysis is serviced
For information such as history service work order amount, client's essential information, customer service tracks, client is in not the same year for analysis
Hot spot service carried out to the preference of business, the preference of services channels and electric service in age, the composition of schooling etc..
1) reinforcing business judges that system is supported, and judges business more intelligent, more accurate, intelligently show that business judges knot
By auxiliary activities personnel's quick response client's demand more accurately carries out business judgement to business work order, accelerates business handling stream
Journey.
2) strengthen customer behavior analysis, integrate client in the service track record of each channel, customer service behavior is carried out
Subdivision and mining analysis, analyze behavioral characteristic, the preference of client, for differentiated service policy development provides foundation.
3) deepen business work order forewarning management, strengthen exceed the time limit to early warning the exceed the time limit analysis of causes and the service short slab of business work order
Analysis.
4) in-depth information system between (with distribution GPMS systems and power information acquisition system) data sharing with utilize：More
Plus the data that capturing table area gathers with metering device in real time, deepen battalion and match somebody with somebody application of the integrated data in business procession,
Accurately identify fail address.
The exact functionality framework of the support system is as follows：
The intelligent decision of 1 service demand：
Auxiliary judgment perfect in shape and function, realizes intelligent decision.By customer address, the Correlation Criteria such as caller client number is right
Client's industry electricity history service log carries out intelligent Matching analysis, and the client obtained in customer historical service demand record writes, and leads to
Cross client and write and fed back with power failure plan and outage information, subscriber arrearage state, subscriber arrearage outage information, user's demand automatically
Information, distribution transformation scheduled transfer information, the dependency relation association analysis for calling the information such as survey electric energy table status together in real time, by support work(
The condition of energy auxiliary judgment executing rule setting, judgement information is performed to above-mentioned incidence relation order, automatically judges one
As a result, and by implementing result judge that work order interface carries out overview display in human assistance, efficiently provide judgement to judge personnel
Information, Business Processing is carried out for commanding provides information commanding.
1.1 intelligent decision regulation managements：
Intelligent decision regulation management provides the definition and maintenance to judgment rule, realizes intelligent decision by certain business rule
The information such as anticipation, the regular service history record by accepting keyword, client of intelligent decision formulate judgment rule.
(1) grammatical term for the character library management：Foundation judges keywords database, when work order is issued, by judging keywords database and user
The related anticipation information of acquisition of information.
(2) judge that matched rule is managed：Keywords database and intelligent Matching search rule are built, realizes passing through key message intelligence
Can search history data value.
1.2 intelligent decision Template Managers：
Intelligent decision Template Manager realizes the template definition of judged result, and judge templet is divided according to the result for judging, real
Existing judged result flexibly represents.
1.3 Intelligent Services judge engine：
When work order is issued, acquisition accepts content-keyword, and Intelligent Service judges engine according to judgment rule, and acquisition accepts
Business information and event historical information, the history information on services of client, and according to the event of matched rule anticipation business
Information, and will determine that object information is pushed to seat personnel by template assemblies or reference is used as in other departments.
2 service trajectory analysises
2.1 single households service track reproducing：
Service track reproducing function can be directly invoked by providing certain Customs Assigned Number in business, inquiry user's
History services track, comprising services channels, service content, the business information of service.
2.2 customer behavior analysis：
The information such as the preference of channel use habit, frequency and business client according to client, the behavior for analyzing client takes
To, customer priorities model is built, define customer type.By customer behavior analysis, realize that the behavior of client is grasped and is grouped,
The classification of client is defined, such as：Complain preference type, electricity charge inquiry preference type, sensitive client type, wechat preference client, phone preference
Client, business hall preference client, microblogging preference client group.
2.3 services channels are analyzed：
The information such as the business handling amount of each services channels, number of users, growth rate are analyzed, client is to each services channels for analysis
Preference the reason for, according to client to the tendency of various services channels, channel development trend model is built, to meet each client
Group structure provides satisfied service.
2.4 hot spot services are analyzed：
The history of the client's transacting business according to each channel is analyzed, structure hot spot service model, the different channels of analysis,
The preference that different clients group carries out to business, and combing is carried out according to suggestion work order, opinion work order, user's return visit questionnaire, point
Analysis client expects the business that electric service is carried out.
Synergistic application data sharing is matched somebody with somebody by 3 battalion
3.1 non-faulting class distribution transformation plans are checked：
The non-faulting class work order that the non-faulting class work order and marketing system of state's hair off the net accept, including business consultation, throwing
Tell, report, advising, opinion, integrated service work order, by platform area where the artificial judgment Customs Assigned Number whether be related to low-voltage,
Three-phase imbalance, frequently power failure.If it is uneven that platform area where the Customs Assigned Number has been related to low-voltage, three-phase in distribution system
Weighing apparatus, the improvement plan information frequently having a power failure, then in order sub-argument link, processing links, examination ＆ verification link, platform area volume can be clicked on
Number being linked to distribution system checks improvement plan information, for breakdown judge provides basic data support.
3.2 non-faulting class user's distribution demands are transmitted：
1st, the non-faulting class work order that the non-faulting class work order and marketing system of state's hair off the net accept, including business consultation,
Whether complaint, report, suggestion, opinion, integrated service work order, low electricity is related to by artificial judgment Customs Assigned Number place platform area
Pressure, frequently three-phase imbalance, power failure.
If the 2nd, platform area where the Customs Assigned Number in distribution system on low-voltage, frequently three-phase imbalance, power failure
Improvement plan information, then the rectification information for can initiate low-voltage, three-phase imbalance, frequently having a power failure is to distribution system.
If the 3, the work order does not have Customs Assigned Number information, then can feed back typing platform area, Customs Assigned Number in processing links
Information, and the rectification information of low-voltage, three-phase imbalance, frequently power failure can be initiated to distribution system, can in examination ＆ verification link
It is linked to distribution system and checks improvement plan information is numbered by clicking on platform area.Platform area, Customs Assigned Number information are new field
State's net system is not transmitted to.
4th, the information for initiating improvement plan transmission includes：Marketing work order number, handling time, platform area numbering, Customs Assigned Number
Deng.
3.3 failure classes user's distribution demands are transmitted：
The fault ticket that the fault ticket and marketing system of state's hair off the net accept, the Customs Assigned Number is judged in distribution system
Whether place platform area is related to low-voltage, three-phase imbalance, frequently has a power failure.If platform area where the Customs Assigned Number be related to low-voltage,
Three-phase imbalance, frequently power failure, distribution system can trigger tracking supervisor's work order of generation marketing system.
4 sensitive work order identification monitoring
4.1 sensitive work order automatic identifications：
According to sensitive information keyword rule, in districts and cities' order sub-argument, type of service automatic to work order, content is accepted
Carry out retrieval and determine whether the sensitive work order grade of sensitive work order, identification, and whether mark work order is sensitive work order automatically.
Identified is sensitive work order, according to configuration rule, if work order, and auto-associating sensitivity work order are put in initiation on record,
It is sent to specified configuration personnel；Support system alert, SMS notification etc., and real time propelling movement is to large-size screen monitors control and monitor console, workbench.
4.2 sensitive work orders are put on record automatically：
Configured according to flow, identified sensitivity work order information is automatically initiated and is put work order on record and is sent to designated person, examined
Core personnel can put the sensitive grade of work order examination ＆ verification treatment amendment on record, cancel the operations such as sensitive work order mark.
It is automatic in the eye-catching mark of each processing links of sensitive work order, treatment completion or early warning to notify to put personnel on record, it is real
When grasp the disposition of sensitive work order.
5 outage informations are managed
Outage information management includes that outage information typing, outage information are reminded, trigger emergency preplan, power off notifying.
5.1 outage information typings：
In marketing system outage information typing, it is necessary to judge whether the complaint work order for being related to power supply reliability to classify, be
It is no to there is generation frequently to have a power failure, if it has, needs provide prompting.
5.2 outage informations are reminded：
1st, when GPMS is delivered to the fault outage information of marketing system, there need to be prompting frame in the fast platform that rings, click on after determining,
Operating system could be continued.Whether ejecting prompting frame can be configured according to individual demand.
2nd, when the estimated electric power feeding time of fault outage information is reached desktop message, the tinkle of bells is needed to remind.
3rd, the estimated electric power feeding time of fault outage information is reached needs desktop message, the tinkle of bells prompting for first 45 minutes.
5.3 triggering emergency preplans：
The responsible consumer inventory that outage information is related to, and responsible consumer class information can be checked, can manually be triggered
Emergency preplan, the emergency preplan of triggering is triggered by responsible consumer highest level.
5.4 power off notifying：
1st, phone dialing is done for specially change user to notify.The special change user profile that displaying outage information is related to, will specially become
Files on each of customers related telephone shows, and which number operating personnel oneself selection dials.
2nd, the related recording after dialing, phone information need to be bound with outage information, audible to enroll sound.
3rd, needing remark information typing can record information with customer communication, facilitate check next time.
Note：The function is based on soft telephony platform construction and completes to realize.
6 troublshootings are managed
6.1 defect work orders are initiated：
1st, GPMS troublshootings work order can call marketing defect input interface, initiate marketing defect work order.
2nd, marketing system non-faulting class, in districts and cities, examination ＆ verification link can call GPMS system defect input interfaces, initiate
GPMS defect work orders, while can also initiate defect work order of marketing.
6.2 remind to hilllock：
Troublshooting work order is rung in platform to hilllock prompting function fast, and troublshooting is not entered into also up to situ time,
Transmission desktop message, the tinkle of bells is needed within 10 minutes before commitment time to be reminded.
6.3 work order amounts are monitored：
1st, state's net fault ticket is paid a return visit satisfaction investigation result and needs to pass to GPMS systems.
2nd, will be fast in 3 links (order sends work, troubleshooting, troubleshooting to be audited) of the fault ticket of GPMS treatment
Ringing platform carries out monitor in real time.Fault ticket link monitor in real time (marketing system)
3rd, by link, by personnel, statistics failure, the amount of each link of non-faulting treatment work order are illustrated on large-size screen monitors, failure
Work order needs to refine to 3 links (order sends work, troubleshooting, troubleshooting to be audited) of GPMS, non-faulting class mainly
The amount of distribute leaflets, examination ＆ verification work order.
7 early warning monitoring large-size screen monitors
7.1 from monitoring and early warning：
7.1.1 worksheet process monitoring displaying：
Index of correlation to 95598 worksheet processes carries out comprehensive panoramic view, and displaying connects sends promptness rate, Business Processing
Satisfaction rate, state net work order rollback rate, troublshooting promise to undertake that encashment ratio, complaint handling quality, production class outage information are reported and submitted in time
The indication informations such as rate, complaint amount, service behavior complaint.
7.1.2 work order arrangement view：
Show the pending quantity of sensitive work order, the pending quantity of important level work order, troublshooting, the business of each department by unit
Consulting, complaint, report, suggestion, opinion, pending work order number, the pending work order number of early warning, the pending work order of exceeding the time limit of praise type of service
The information trends such as number and on year-on-year basis trend broken line graph.
7.1.3 early warning work order monitors watch circle：
Displaying early warning work order amount, early warning work order amount type, early warning work order flow progress, in way early warning work order number, early warning etc.
Level billboard.
1st, link is distributed, remote personnel is confirmed as sensitive work order, distributed after choosing advanced warning grade and type, root after judging
Short message (fixed message template) is triggered automatically according to different advanced warning grade and type.
2nd, early warning work order：Distribute to processing links, a working day pressure treatment department need to fill in stage advance, wait to locate
After reason department has stage feedback information to preserve on one working day, it is classified as and timely responds to, surpasses 24 hours and do not preserve stage advance and be classified as
Do not timely respond to that (feedback of the information mode can be read extremely to fixed number using binding work order register stage information, feedback early warning short message
Work order, such as send a telegraph it is fast ring feedback stage response situation can be filled in by fast sound).
3rd, the final feedback content of the examination ＆ verification artificial pairing work order of link judges response quality, carries out " unqualified, qualified, good ",
If the work order subsequent association should be pointed out to repeating demand or repeating to complain, so as to artificial evaluation.
7.1.4 sensitive work order monitors view：
There is provided the work order quantity of sensitive work order, type of service distribution, sensitive keys information, the processing progress of sensitivity work order,
Sensitive work order puts the monitoring and early warning of status information on record.
Sensitive work order number then carries out pre-alert notification when reaching certain threshold values by short message, the tinkle of bells mode.
7.1.5 customer grouping view：
Electricity charge inquiry preference type user, responsive type client are provided, point realm type such as preference type client, business consultation type is complained
Client distribution and by client drill through correlation history information on services.
When certain type customer being provided reaching certain accounting value, early warning and prompting are carried out by short message mode.
7.1.6 services channels monitor view：
Each user of the channels such as wechat channel, microblogging channel, phone channel, automatic terminal channel, entity business hall is provided
The information monitoring views such as work order amount, the CSAT of several, each type of service.
7.1.7 outage information monitor in real time view：
The same day all kinds of power failure bar numbers, influence client number, platform area, important and guarantee number of users, the same day non-power transmission number etc. are entered
Row overview display.
7.1.8 important high-risk, priority support user monitors view：
To when with pie chart displaying monitoring source (power failure work order, GPMS, collection) important high-risk grade as superfine, one-level,
Two grades and important leverage user profile, and can initiate emergency response flow in detailed original list.
7.1.9 monitor in real time-arrearage telegram in reply monitoring：
Original arrearage is sent a telegram in reply and is monitored, increase rule：Surpass one hour after same day marketing system arrearage telegram in reply flow filing to bear
It is arrearage early warning to control the situation statistics that collection correspondence family meter results of weak current is zero, is to exceed the time limit if 24 hours.
7.1.10 monitor in real time-frequently have a power failure monitoring：
To original frequent monitoring modification that has a power failure：Frequently have a power failure monitoring, is divided into 2 row and shows (public affairs become, specially become), and frequently have a power failure rule
Then change (60 days 3 times, 7 days 2 times).
7.1.11 monitor in real time-industry expands flow early warning over time limit：
Expand original industry flow early warning modification over time limit：Industry expands work order, is divided into low pressure new clothes, the displaying of the class block diagram of increase-volume 4
Be divided into exceed the time limit, early warning displaying.Selection link early warning can be clicked in detailed list and manually urges supervisor's work order, work order of exceeding the time limit is triggered automatically
Short message is issued and each safeguards group.
7.1.12 monitor in real time-workload monitoring：
Displaying same day person works on duty amount displaying connects the amount of group, examination ＆ verification amount, rollback amount, connects and send overtime amount, outgoing call amount, answer
The information such as amount.
7.2 monitoring and early warnings are notified：
When the reach early warning, alarm time limit in monitoring " Pending tasks distribution ", " in the monitoring of way work order time limit " scene are planned
It is required that when, pre-alert notification is carried out to it.
8 system support and managements
8.1 sensitive work order definition management：
8.1.1 sensitive information management：
The maintenance function of sensitive keys word is provided, keyword is defined as sensitive information according to type of service, set up business
The corresponding relation of type and sensitive word.
8.1.2 sensitive information is collected：
According to current focus in real time, work order etc. is complained, type of service, sensitive word, Customs Assigned Number, caller ID etc. are carried out
Compile, and be issued to examination ＆ verification link.
8.1.3 sensitive information examination ＆ verification：
Work order is collected according to sensitive information, is audited, judged, and whether examination ＆ approval set up sensitive dictionary.
8.2 service track data management：
Extraction client has by the various information that are left in all kinds of channels and electric power enterprise contact process, main information：Visitor
Family contacts history：Including contact time, relationship type, contact channel, contact date etc.；Customer service history：It is former including service
Cause, services channels, service priority, service date etc.；Client accesses history：Including guest operation, access date, whether occur
Exception reports an error；Sensitive client information：Including sensitive reason, the date etc. is set, realizes that sensitive client is automatically reminded to；Client's demand
Information：Classification analysis receive all kinds of demand focuses, emphasis and all kinds of demand response times.
8.3 conventional inquiries：
Increase industry and expand and terminate work order and the conventional inquiry for send work detail is not preengage by detailed, calibration, work order of exceeding the time limit to early warning,
Service return visit inquiry, industry expansion termination work order inquiry carry out perfect.
8.4 workbench functions are increased newly：
Increase industry expansion reservation and send work and task termination examination ＆ approval processing function, be i.e. work is sent in low pressure Business Process System flow application reservation
Termination trouble ticket dispatch ring platform to fast, it is fast ring platform and increase industry and expand reservation send work, termination examination ＆ approval function.
8.5 Added Business support form：
Increase low pressure industry expansion reservation situation statistics, calibration reservation and send work situation statistics, long-range seat comprehensive statistics business branch
Support form, industry expand and terminate work order not by detailed form.
Service quick response center support system relies on marketing system, shared by data center, ESB etc.
Mechanism, set up with production management system, distribution automation system, the information sharing of power information acquisition system, set up with it is above-mentioned
Each system realizes business or complains power supply operating, rapid rush-repair telegram in reply, service aphorama in the integrated interactive application of application layer
Figure, overview display, battalion are with business functions such as support applications.
Judge that system is supported by strengthening business, judge business more intelligent, more accurate, intelligently show that business judges
Conclusion, auxiliary activities personnel's quick response client's demand more accurately carries out business judgement to business work order, accelerates business handling
Flow.
By strengthening customer behavior analysis, service track record of the client in each channel is integrated, be differentiated service strategy
Formulate and foundation is provided.
Data sharing and utilization between in-depth information system：More obtaining in real time should match somebody with somebody data, be beneficial in Business Processing
During application, carry out accurate demand treatment.
The platform is studied based on SOA architectural frameworks, using J2EE technologies from following angle and content：
1st, service demand intelligent decision is realized：When work order is issued, acquisition accepts content-keyword, and Intelligent Service judges to draw
Hold up according to judgment rule, business information and historical information, the history information on services of client of event that acquisition accepts, according to
Event information with regular anticipation business, and will determine that object information is pushed in judgement record by template assemblies, to attend a banquet
Personnel or other treatment department treatment work orders provide accurate reference information.Judgment rule has：Troublshooting, the quality of power supply, mistake
Send short messages, electricity is abnormal, arrearage is sent a telegram in reply, copies service of urging, six judge type.
2nd, synergistic application data sharing is matched somebody with somebody by battalion：Periodically by data analysis, low-voltage, the three-phase for collecting marketing user are uneven
Weighing apparatus, the demand information such as frequently have a power failure, and periodically transmits distribution system, and distribution according to user's demand situation can work out improvement plan or enter
Row demand distribution is analyzed.Think that platform can carry out distribution low-voltage, the inquiry of three-phase imbalance improvement plan, Yi Jineng according to family number soon
It is enough to initiate to match somebody with somebody electric defect flow, accurately inquire distribution side troubleshooting situation.
3rd, sensitive work order identification monitoring：According to sensitive information keyword rule, in districts and cities' order sub-argument, automatically to work order
Type of service, accept content and carry out retrieval and determine whether the sensitive work order grade of sensitive work order, identification, and mark work order automatically
Whether it is sensitive work order.Treatment people is reminded to focus on to be tracked the sensitive work order, to improve customer satisfaction with services.
4th, monitor in real time and management and control are carried out to 95598 client's demands, power-off condition.Using large-size screen monitors monitoring mode, realize many
Machine combination, comprehensive management and control, concentration represent business procession service quality, including：Index dynamic, power failure dynamic, demand
Dynamic, demand management and control.
1st, service demand intelligent decision is realized.The influence associated with client's consulting, business handling by combing client demand
The factor, sets up demand disposal anticipation rule, realizes 95598 business (failure, service request, opinion, complaint, synthesis etc.) demand work
Single intelligent decision, accurate, quick solution client's demand.
2nd, the fast two-way interaction to client's demand information between platform and distribution production system of marketing service is realized.Will marketing
Accept the demands such as the low-voltage of client, frequent power failure and be transferred to production system in real time, as distribution transformation, the auxiliary of the arrangement that has a power failure
Foundation；Marketing service soon ring platform can Real-Time Sharing power distribution station transformation progress, when being related to power supply quality demand, to not arranging to change
Zao Tai areas, the defect flow of distribution production system can be initiated in the fast platform that rings, and realized that client's demand is seemed in battalion's match system and closed
Endless tube control.
Knowable to foregoing description, application examples of the invention is the development for adapting to sales service and new management mode, is fitted
Answer 95598 full-services to concentrate the service processing mode that accepts, it is customer-centric, with customer demand be guiding, on 2013
Line deploys service quick response center support system, and state is accepted on longitudinal direction by horizontal coordination marketing, fortune inspection, regulation and control business department
Netter takes center service and accepts work order, and second line of a couplet business executive arm (teams and groups) cooperates with allotment marketing, distribution, scheduling etc. in transverse direction
Service Source, for client service center realizes that service quick response provides powerful background support.Service quick response central supported system
System relies on marketing system, by shared mechanisms such as data center, ESBs, sets up with production management system, distribution certainly
The information sharing of dynamicization system, power information acquisition system, sets up the integrated interactive application in application layer with above-mentioned each system,
Realize business or complain work order operating, rapid rush-repair telegram in reply, service panoramic view, overview display, battalion with business such as support applications
Function.The capture to states such as platform area low-voltage, load unbalanced, excess loads is relied on, to calling together in real time for electric energy meter operation information
Survey, the accurate discriminatory analysis to safety at power cut is realized in the acquisition to marketing payment data, is realized that accurate failure is speedily carried out rescue work and is sent work,
Support to be carried out with the work of electric fault rapid rescue telegram in reply.Customer service panoramic view is realized, customer service record, visitor are shown comprehensively
Family archives, electricity consumption behavioral data, auxiliary activities personnel's quick response business worksheet.Realize the 95598 clients clothes of a screen
Business whole process supervision management, carries out the monitoring that has a power failure, the influence that has a power failure, has a power failure and report and submit monitoring, scene rush to repair process monitoring, worksheet
The monitoring of the business-subjects such as monitoring, telegram in reply monitoring, the separated promise monitoring of service.
Embodiments of the invention ten provide a kind of a kind of specific embodiment for servicing quick response central supported method.
Referring to Figure 10, one kind service quick response central supported method specifically includes following content：
Step 100：Transferred in power information acquisition system according to user request information and send working as user request information
The user history information of preceding user, analyzes the being associated property of user according to user history information, and is given birth to according to analysis result
The business of active user is answered in pairs.
Step 200：Carry out service track, user behavior, services channels and focus task analysis successively to business, obtain right
Answer at least one pending work order of active user.
Step 300：Work order is classified, and according to the type of work order by each work order send to distribution automation system,
Production management system or marketing system so that distribution automation system, production management system or marketing system are respectively to reception
Work order is processed.
Knowable to foregoing description, embodiments of the invention are applied to the development of sales service and new management mode, fit
The service processing mode that accepts is concentrated for 95598 full-services, it is customer-centric, deploy service by guiding of customer demand
Quick response center support system, horizontal coordination marketing, fortune inspection, regulation and control business department, accepts Guo Wang client service centers industry on longitudinal direction
Business accepts work order, and second line of a couplet business executive arm (teams and groups) cooperates with the Service Sources such as allotment marketing, distribution, scheduling in transverse direction, be visitor
Take center and realize that service quick response provides powerful background support.
Above example is merely to illustrate technical scheme, rather than its limitations；Although with reference to the foregoing embodiments
The present invention has been described in detail, it will be understood by those within the art that：It still can be to foregoing each implementation
Technical scheme described in example is modified, or carries out equivalent to which part technical characteristic；And these are changed or replace
Change, do not make the spirit and scope of the essence disengaging various embodiments of the present invention technical scheme of appropriate technical solution.
Claims (10)
1. it is a kind of to service quick response center support system, it is characterised in that the support system and default production management system
System, distribution automation system, power information acquisition system and marketing system are communicated to connect, and the support system includes：Communication
Synergistic application data sharing module is matched somebody with somebody by the service demand intelligent decision module of connection, service trajectory analysis module, battalion；
The service demand intelligent decision module, for being transferred in the power information acquisition system according to user request information
The user history information of the active user of the user request information is sent, the user is carried out according to the user history information
Correlation analysis, and according to the business of analysis result generation correspondence active user, and the business is sent to the service rail
Mark analysis module；
The service trajectory analysis module, for carrying out service track, user behavior, service canal successively to the business for receiving
Road and focus task analysis, obtain at least one pending work order of correspondence active user, and the work order is sent to described
Synergistic application data sharing module is matched somebody with somebody by battalion；
Synergistic application data sharing module is matched somebody with somebody by the battalion, for classifying to the work order for receiving, and according to the work
Single type sends to the distribution automation system, production management system or marketing system each work order so that described
The work order of distribution automation system, production management system or marketing system respectively to receiving is processed.
2. support system according to claim 1, it is characterised in that the support system also includes：Sensitive work order identification
Monitoring module and the big panel module of early warning monitoring；
Sensitive work order recognizes monitoring module, and sensitive work order is obtained for being recognized in work order according to sensitive information keyword, and right
The sensitive work order is sent to the big panel module of the early warning monitoring；
The big panel module of early warning monitoring, for the treatment of other modules in the sensitive work order and support system of display receiving in real time
Information, and early warning is sent according to the sensitive work order.
3. support system according to claim 1, it is characterised in that the support system also includes：Outage information is managed
Module and troublshooting management module；
The outage information management module, for being obtained and typing power failure operating mode in the work order, and according to the power failure work
Condition obtains corresponding triggering emergency preplan, and sends power off notifying to the corresponding region of power failure operating mode；
The troublshooting management module, production management system, distribution are distributed to certainly for the fault ticket in the work order
The process of dynamicization system, power information acquisition system or marketing system is monitored.
4. support system according to claim 1, it is characterised in that the service demand intelligent decision module includes：
Intelligent decision regulation management unit, sends for being transferred in the power information acquisition system according to user request information
The user history information of the active user of the user request information, wherein, the user history information includes accepting keyword
And the service history record of user, and keywords database is judged according to user history information foundation；
Intelligent decision Template Manager unit, for being analyzed the being associated property of user according to the judgement keywords database, obtains
Correlation analysis result；
Intelligent Service judges engine unit, for the business according to analysis result generation correspondence active user, and by the business
Send to the service trajectory analysis module.
5. support system according to claim 1, it is characterised in that the service trajectory analysis module includes：
Single household services track reproducing unit, for carrying out service trajectory analysis, service track therein to the business for receiving
Including：The business information of services channels, service content and service；
Customer behavior analysis unit, for carrying out user behavior analysis to the business for receiving, user is classified, described
User type includes：Complain preference type client, electricity charge inquiry preference type client, sensitive client type client, wechat preference client, electricity
Words preference client, business hall preference client and microblogging preference client group；
Services channels analytic unit, for carrying out services channels analysis to the business for receiving, services channels therein include：
The business handling amount of each services channels, number of users and growth rate information；
Hot spot service analytic unit, the history for the client's transacting business according to each channel is analyzed, and builds hot spot service
Model；
Analysis result collects and transmitting element, for the single household to be serviced into track reproducing unit, customer behavior analysis unit, clothes
The analysis result of business channel analysis unit and hot spot service analytic unit is collected, and obtains at least one of correspondence active user
Pending work order, and the work order is sent to the battalion with synergistic application data sharing module.
6. support system according to claim 1, it is characterised in that synergistic application data sharing module bag is matched somebody with somebody by the battalion
Include：
Work order taxon, for classifying to the work order for receiving, and obtains non-faulting class distribution transformation work order, non-
Failure classes user's distribution demand work order, failure classes user distribution demand work order and marketing defect work order；
Unit is checked in non-faulting class distribution transformation plan, for entering row information mistake to the non-faulting class user distribution demand work order
Filter；
Non-faulting class user's distribution demand transfer unit, for the non-event accepted to non-faulting class work order and the marketing system
Barrier class work order carries out non-faulting treatment, and the non-faulting treatment includes：Business consultation, complaint, report, suggestion, opinion and synthesis
Business work order；
Failure classes user's distribution demand transfer unit, for failure judgement work order where distribution system judges the Customs Assigned Number platform
Whether area is related to low-voltage, three-phase imbalance and frequently has a power failure；
Work order Dispatching Unit, for the non-faulting class distribution transformation work order and non-faulting class user's distribution demand work order to be sent
To the distribution automation system, the failure classes user distribution demand work order is sent directly to the production management system,
And send to the marketing system marketing defect work order so that the distribution automation system, production management system
And the marketing system is processed the work order respectively.
7. support system according to claim 2, it is characterised in that the sensitive work order identification monitoring module includes：
Sensitive work order automatic identification unit, obtains sensitive work order, and sentence for being recognized in work order according to sensitive information keyword
The type of service of disconnected work order and accept the sensitive grade of content；
Sensitive work order puts unit on record automatically, for being configured according to flow, identified sensitivity work order information is sent into nominator
Member and the big panel module of the early warning monitoring.
8. support system according to claim 2, it is characterised in that the big panel module of early warning monitoring includes：
From monitoring and early warning unit, for being monitored to worksheet process；
Real-time display unit, for the processing information of other modules in the sensitive work order and support system of display receiving in real time, and
View is formed, and early warning is sent according to the sensitive work order；Wherein, the view includes：Work order arrangement view, early warning
Work order monitoring watch circle, sensitive work order monitoring view, customer grouping view, monitoring view, outage information monitor in real time view and
Priority support user monitors view.
9. support system according to claim 3, it is characterised in that the outage information management module includes：
Outage information typing unit, for being obtained and typing power failure operating mode in the work order, and judges whether to relate in input
And complaint work order and the frequently power failure of power supply reliability classification；
Outage information reminding unit, for sending power off notifying to the corresponding region of power failure operating mode；
Triggering emergency preplan unit, for carrying out emergency preplan triggering to power failure operating mode by user class；
Power off notifying unit, the administrative center for power failure operating mode to be informed corresponding user and power failure operating mode region.
10. it is a kind of to service quick response central supported method, it is characterised in that methods described includes：
Transfer the active user's that sends the user request information in power information acquisition system according to user request information
User history information, analyzes the being associated property of user according to the user history information, and right according to analysis result generation
Answer the business of active user；
Carry out service track, user behavior, services channels and focus task analysis successively to the business, obtain the current use of correspondence
At least one pending work order at family；
The work order is classified, and according to the type of the work order by each work order send to distribution automation system,
Production management system or marketing system so that the distribution automation system, production management system or marketing system are docked respectively
The work order received is processed.
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