CN111080081B - Power online customer service reception distribution method and system and power online customer service system - Google Patents

Power online customer service reception distribution method and system and power online customer service system Download PDF

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CN111080081B
CN111080081B CN201911170004.3A CN201911170004A CN111080081B CN 111080081 B CN111080081 B CN 111080081B CN 201911170004 A CN201911170004 A CN 201911170004A CN 111080081 B CN111080081 B CN 111080081B
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probability
variable
customer
occurrence
customer service
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CN111080081A (en
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许杰雄
祝永晋
尹飞
马吉科
王松云
葛崇慧
李昆明
李剑
武梦阳
孔峥
豆龙龙
龙玲莉
杨勤胜
曹卫青
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Jiangsu Fangtian Power Technology Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/06—Electricity, gas or water supply

Abstract

The invention discloses an on-line power customer service reception allocation method which comprises the steps of collecting customer service variable sets and customer scores of the variable sets, and constructing sample data sets; calculating the probability of each element in the sample data; calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data; calculating the probability of the occurrence of the customer scores in the variable set according to Bayes theorem and the probability of the occurrence of each variable in the variable set under the customer scores according to the probability of the occurrence of each element in the sample data; calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets; and performing reception allocation based on the ranking of the variable set scores. Meanwhile, a corresponding reception distribution system and an online customer service system are disclosed. The method calculates the customer service variable set score based on the customer score, performs reception allocation based on the ranking of the variable set score, reduces subjective human factors, and is more reasonable compared with the traditional method.

Description

Power online customer service reception distribution method and system and power online customer service system
Technical Field
The invention relates to a power online customer service reception distribution method and system and a power online customer service system, and belongs to the technical field of power grids.
Background
With the technological progress, the dependence of economic society development on services is increasingly enhanced. The online customer service system is used as a platform to provide problems for users and effectively solve the problems, so that the running quality of the online customer service system influences the stability and reliability of power operation. The intelligent reception allocation module of the traditional online customer service system adopts a random allocation method, namely random allocation is carried out according to idle customer service, and the allocation formula has poor rationality and influences the operation of the system.
Disclosure of Invention
The invention provides a power online customer service reception distribution method, a power online customer service reception distribution system and a power online customer service system, which solve the problems disclosed in the background technology.
In order to solve the technical problems, the technical scheme adopted by the invention is as follows:
the power on-line customer service reception and distribution method comprises the following steps,
collecting a customer service variable set and customer scores of all the variable sets, and constructing a sample data set;
calculating the probability of each element in the sample data;
calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data;
Calculating the probability of the occurrence of the customer scores in the variable set according to Bayes theorem and the probability of the occurrence of each variable in the variable set under the customer scores according to the probability of the occurrence of each element in the sample data;
calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets;
and performing reception allocation based on the ranking of the variable set scores.
The probability formula for each element in the sample data to appear is calculated as,
Figure GDA0003579026700000021
where P (θ) is the probability of occurrence of the element θ, m is the number of the element θ, and v is the sample data number.
The probability formula for each variable in the variable set under the customer score is calculated as follows,
Figure GDA0003579026700000022
wherein, P (x | y) is the probability of the variable x appearing under the customer score y, P (y) is the probability of the customer score y, and P (xy) is the joint probability of the customer score y and the variable x.
The probability formula for the occurrence of the customer scores under the variable set is calculated as,
Figure GDA0003579026700000023
wherein, P (y)i|x1,x2,...,xn) For a set of variables { x1,x2,...,xnLower client score yiProbability of occurrence, n is a set of variables { x }1,x2,...,xnNumber of variables in P (y)i) Scoring customers by yiProbability of occurrence, P (x)j) Is a variable xjProbability of occurrence, P (x)j|yi) Scoring customers by yiLower variable xjThe probability of occurrence.
The scoring formula of the variable set is that,
Figure GDA0003579026700000024
wherein S is a variable set { x } 1,x2,...,xnScore of r is a set of variables { x }1,x2,...,xnThe fractional number of the (C) }.
A customer service and a customer service form a variable set, and a customer service variable set and a customer score form a sample data.
And under the condition of the same customer service, the higher the variable set score is, the higher the priority distribution level is.
An on-line power customer service reception and distribution system comprises,
an acquisition module: collecting a customer service variable set and customer scores of all the variable sets, and constructing a sample data set;
a first probability calculation module: calculating the probability of each element in the sample data;
a second probability calculation module: calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data;
a third probability calculation module: calculating the probability of the occurrence of the customer scores in the variable set according to Bayes theorem and the probability of the occurrence of each variable in the variable set under the customer scores according to the probability of the occurrence of each element in the sample data;
a scoring module: calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets;
a distribution module: and performing reception allocation based on the ranking of the variable set scores.
The power online customer service system comprises the power online customer service reception and distribution system.
A computer readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a computing device, cause the computing device to perform an online power customer service waiver distribution method.
The invention has the following beneficial effects: 1. the method calculates the customer service variable set score based on the customer score, and performs reception allocation based on the ranking of the variable set score, so that subjective human factors are reduced, and the method is more reasonable compared with the traditional method; 2. the system can be directly loaded in the existing online customer service system, realizes the customer service system reception allocation based on the customer score calculation, and is more reasonable.
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FIG. 1 is a flow chart of the method of the present invention.
Detailed Description
The invention is further described below with reference to the accompanying drawings. The following examples are only for illustrating the technical solutions of the present invention more clearly, and the protection scope of the present invention is not limited thereby.
As shown in fig. 1, the method for distributing the online customer service reception of power includes the following steps:
step 1, collecting customer service variable sets and customer scores of the variable sets, and constructing a sample data set.
And 2, calculating the probability of each element in the sample data.
The probability formula for calculating the appearance of each element in the sample data is as follows:
Figure GDA0003579026700000041
where P (θ) is the probability of occurrence of the element θ, m is the number of the element θ, and v is the sample data number.
And 3, calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data.
The probability formula for calculating the occurrence of each variable in the variable set under the customer score is as follows:
Figure GDA0003579026700000042
wherein, P (x | y) is the probability of the variable x appearing under the customer score y, P (y) is the probability of the customer score y, and P (xy) is the joint probability of the customer score y and the variable x.
And 4, calculating the probability of the occurrence of the customer scores in the variable set according to the Bayes theorem and the probability of the occurrence of each variable in the variable set under the customer scores according to the probability of the occurrence of each element in the sample data and the probability of the occurrence of each variable in the variable set under the customer scores.
The probability formula for the occurrence of the customer scores under the calculation variable set is as follows:
Figure GDA0003579026700000043
wherein, P (y)i|x1,x2,...,xn) For a set of variables { x1,x2,...,xnLower client score yiProbability of occurrence, n is a set of variables { x }1,x2,...,xnNumber of variables in P (y)i) Scoring customers by yiProbability of occurrence, P (x)j) Is a variable xjProbability of occurrence, P (x)j|yi) Scoring customers by yiLower variable xjThe probability of occurrence.
And 5, calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets.
The scoring formula of the variable set is as follows:
Figure GDA0003579026700000051
wherein S is a variable set { x }1,x2,...,xnR is a set of variables { x }1,x2,...,xnThe fractional number of the (C) }.
And 6, performing reception allocation based on the ranking of the variable set scores.
Examples are: the variables in the variable set comprise customer service and customer service business, wherein one customer service and one customer service form a variable set, and one customer service variable set and one customer score form sample data; the constructed sample data set is shown in table 1, one sample data per behavior.
TABLE 1 sample data set
Figure GDA0003579026700000052
Figure GDA0003579026700000061
The probability of occurrence of each element is calculated as shown in table 2.
TABLE 2 probability of occurrence of each element
P(A) 0.3
P(B) 0.433333
P(C) 0.266667
P(4) 0.2
P(5) 0.366667
P(6) 0.233333
P(7) 0.2
P (electric charge) 0.266667
P (expansion) 0.4
P (metering) 0.333333
The probability of each variable in the set of variables appearing under the customer score is shown in table 3.
TABLE 3 probability of occurrence of each variable in the set of variables under customer score
Figure GDA0003579026700000071
Figure GDA0003579026700000081
The probability of occurrence of the customer scores under the variable set is shown in table 4.
TABLE 4 probability of occurrence of customer scores under variable set
Figure GDA0003579026700000082
The scores for each set of variables are shown in table 5.
TABLE 5 Scoring of variable sets
Figure GDA0003579026700000091
The ordering of the variable set scores is shown in table 6.
TABLE 6 ordering of variable set scores
Figure GDA0003579026700000092
Figure GDA0003579026700000101
And under the condition of the same customer service, the higher the variable set score is, the higher the priority distribution level is. Based on the above ordering, it can be seen that when the traffic is electricity, the order of distribution is in turn customer service C, A, B; when the service is metering, the distribution sequence is customer service B, C, A in turn; when the traffic is business, the allocation order is in turn customer service B, A, C.
According to the method, the customer service variable set scores are calculated based on the customer scores, and the receptions are distributed based on the ranking of the variable set scores, so that subjective human factors are reduced, and the method is more reasonable compared with the traditional method.
An on-line power customer service reception and distribution system comprises,
an acquisition module: collecting a customer service variable set and customer scores of all the variable sets, and constructing a sample data set;
a first probability calculation module: calculating the probability of each element in the sample data;
a second probability calculation module: calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data;
a third probability calculation module: calculating the probability of the occurrence of the customer scores in the variable set according to Bayes theorem and the probability of the occurrence of each variable in the variable set under the customer scores according to the probability of the occurrence of each element in the sample data;
A scoring module: calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets;
a distribution module: and performing reception allocation based on the ranking of the variable set scores.
The power online customer service system comprises the power online customer service reception and distribution system.
The electric power online customer service reception distribution system can be directly loaded in the existing online customer service system, and the online customer service system reception distribution is realized based on the customer score calculation, so that the system is more reasonable.
A computer readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a computing device, cause the computing device power online customer service waiver distribution method.
A computing device comprising one or more processors, memory, and one or more programs stored in the memory and configured to be executed by the one or more processors, the one or more programs including instructions for performing an online customer service provisioning method for power.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The present invention is not limited to the above embodiments, and any modifications, equivalent replacements, improvements, etc. made within the spirit and principle of the present invention are included in the scope of the claims of the present invention which are filed as the application.

Claims (8)

1. The online customer service reception and distribution method for the electric power is characterized by comprising the following steps: comprises the steps of (a) preparing a mixture of a plurality of raw materials,
collecting a customer service variable set and customer scores of all the variable sets, and constructing a sample data set;
calculating the probability of each element in the sample data;
calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data;
calculating the probability of the occurrence of the customer score under the variable set according to the probability of the occurrence of each element in the sample data and the probability of the occurrence of each variable in the variable set under the customer score and Bayesian theorem, wherein,
The probability formula for the occurrence of the customer score under the variable set is calculated as follows,
Figure FDA0003579026690000011
wherein, P (y)i|x1,x2,...,xn) For a set of variables { x1,x2,...,xnLower client score yiProbability of occurrence, n is a set of variables { x }1,x2,...,xnNumber of variables in P (y)i) Scoring customers by yiProbability of occurrence, P (x)j) Is a variable xjProbability of occurrence, P (x)j|yi) Scoring customers by yiLower variable xjThe probability of occurrence;
and calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets, wherein,
the scoring formula of the variable set is that,
Figure FDA0003579026690000012
wherein S is a variable set { x }1,x2,...,xnR is a set of variables { x }1,x2,...,xnThe fractional number of the fingers;
and performing reception allocation based on the ranking of the variable set scores.
2. The online power customer service reception distribution method according to claim 1, characterized in that: the probability formula for each element in the sample data to appear is calculated as,
Figure FDA0003579026690000021
where P (θ) is the probability of occurrence of the element θ, m is the number of the element θ, and v is the sample data number.
3. The online power customer service reception distribution method according to claim 1, characterized in that: the probability formula for each variable in the variable set under the customer score is calculated as follows,
Figure FDA0003579026690000022
wherein, P (x | y) is the probability of the variable x appearing under the customer score y, P (y) is the probability of the customer score y, and P (xy) is the joint probability of the customer score y and the variable x.
4. The online power customer service reception distribution method according to claim 1, wherein: a customer service and a customer service form a variable set, and a customer service variable set and a customer score form a sample data.
5. The online power customer service reception distribution method according to claim 1, wherein: under the condition that the customer service is the same, the higher the variable set score is, the higher the priority assignment level is.
6. Electric power online customer service reception distribution system, its characterized in that: comprises the steps of (a) preparing a substrate,
an acquisition module: collecting a customer service variable set and customer scores of all the variable sets, and constructing a sample data set;
a first probability calculation module: calculating the probability of each element in the sample data;
a second probability calculation module: calculating the probability of each variable in the variable set under the customer score according to the probability of each element in the sample data;
a third probability calculation module: calculating the probability of the occurrence of the customer score under the variable set according to the probability of the occurrence of each element in the sample data and the probability of the occurrence of each variable in the variable set under the customer score and Bayesian theorem, wherein,
the probability formula for the occurrence of the customer scores under the variable set is calculated as,
Figure FDA0003579026690000031
Wherein, P (y)i|x1,x2,...,xn) For a variable set { x1,x2,...,xnLower customer score yiProbability of occurrence, n is a set of variables { x }1,x2,...,xnNumber of variables in P (y)i) Scoring customers by yiProbability of occurrence, P (x)j) Is a variable xjProbability of occurrence, P (x)j|yi) Scoring customers by yiLower variable xjThe probability of occurrence;
a scoring module: and calculating the scores of all the variable sets according to the probability of the occurrence of the customer scores under the variable sets, wherein,
the scoring formula of the variable set is that,
Figure FDA0003579026690000032
wherein S is a variable set { x }1,x2,...,xnR is a set of variables { x }1,x2,...,xnThe fractional number of the fingers;
a distribution module: and performing reception allocation based on the ranking of the variable set scores.
7. Electric power on-line customer service system, its characterized in that: comprising the online power customer service distribution system of claim 6.
8. A computer readable storage medium storing one or more programs, characterized in that: the one or more programs include instructions that, when executed by a computing device, cause the computing device to perform any of the methods of claims 1-5.
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CN106600455A (en) * 2016-11-25 2017-04-26 国网河南省电力公司电力科学研究院 Electric charge sensitivity assessment method based on logistic regression
CN107968897A (en) * 2017-11-03 2018-04-27 平安科技（深圳）有限公司 Customer service session distribution method, electronic device and computer-readable recording medium
CN109272402A (en) * 2018-10-08 2019-01-25 深圳市牛鼎丰科技有限公司 Modeling method, device, computer equipment and the storage medium of scorecard

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Publication number Priority date Publication date Assignee Title
CN106600455A (en) * 2016-11-25 2017-04-26 国网河南省电力公司电力科学研究院 Electric charge sensitivity assessment method based on logistic regression
CN107968897A (en) * 2017-11-03 2018-04-27 平安科技（深圳）有限公司 Customer service session distribution method, electronic device and computer-readable recording medium
CN109272402A (en) * 2018-10-08 2019-01-25 深圳市牛鼎丰科技有限公司 Modeling method, device, computer equipment and the storage medium of scorecard

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