CN111105248A - Client appeal automatic early warning system based on client portrait - Google Patents
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Abstract
The invention discloses a client appeal automatic early warning system based on a client portrait, which comprises a big data basic information base, a client portrait module, a short message generating module and a short message sending module, wherein the big data basic information base is used for storing a large data base; the big data information database is used for collecting the customer basic information of all electricity customers; the client portrait module is used for matching client basic information corresponding to the power consumption client which just receives the call from the big data information database so as to determine the emergency degree of the client appeal and set the sensitivity level of the power consumption client; the short message generating module is used for automatically generating an early warning short message according to the sensitivity level; the short message sending module is used for automatically matching the corresponding power supply service units and personnel needing to be notified according to the sensitivity levels of the power consumption customers who just come in, and pushing the early warning short messages to the matched power supply service units and personnel. The invention can distinguish the power utilization customers of the incoming call from the aspect of big data, provides differentiated services for the power utilization customers and is beneficial to the optimal configuration of service resources.
Description
Technical Field
The invention relates to the technical field of client service, in particular to a client appeal automatic early warning system based on a client portrait.
Background
A customer service hotline of a power grid company is an exchange channel for external services of the company and is mainly responsible for answering a customer call and recording customer appeal content, then the customer call is transmitted to a service scheduling team of a local power supply unit, and the service scheduling module transmits the problem to a local power supply station again according to a local processing principle to solve the customer problem.
At present, in the face of huge customer appeal, customer basic information and other data, a service dispatching team cannot distinguish incoming customers from the aspect of big data, each customer is treated as the same thing, differentiated services cannot be provided, and after receiving the customer appeal, a power supply department often cannot solve the emergency degree of the customer appeal problem, so that allocation and investment of service resources are influenced, for example, some less important problems input too much service resources, some emergency problems cannot effectively allocate the service resources, a series of problems such as customer complaint emotion rise, complaint upgrade and influence on customer satisfaction are caused, and uneven distribution or excessive waste of the service resources is also caused.
Disclosure of Invention
The invention provides a client appeal automatic early warning system based on a client portrait, which aims to overcome the defects of the prior art.
In order to achieve the above purpose, the present invention provides the following technical solutions:
a customer appeal automatic early warning system based on a customer portrait comprises a big data basic information base, a customer portrait module, a short message generation module and a short message sending module;
the big data information database is used for collecting the customer basic information of all electricity customers;
the client portrait module is used for matching client basic information corresponding to the power consumption client which just receives the call from the big data information database so as to determine the urgency degree of the client appeal of the power consumption client which just receives the call and set the sensitivity level of the power consumption client which just receives the call;
the short message generating module is used for automatically generating an early warning short message according to the sensitivity level of the calling customer;
the short message sending module is used for automatically matching the corresponding power supply service units and personnel needing to be notified according to the sensitivity level of the power consumption client who just receives the call, and pushing the early warning short message to the matched power supply service units and personnel so as to achieve differentiated management of client appeal and provide differentiated services.
Further, the client appeal automatic early warning system based on the client portrait also comprises a short message sending condition statistical analysis module;
and the short message sending condition statistical analysis module is used for summarizing and displaying the early warning short message sending conditions of all the sensitivity levels according to the power supply service units.
Further, the client appeal automatic early warning system based on the client portrait also comprises a user management module;
the user management module is used for providing functions of creating users, logging off users and modifying users.
Further, the client appeal automatic early warning system based on the client portrait also comprises a role management module;
the role management module is used for providing role management functions and defining roles for each established user.
Further, the client appeal automatic early warning system based on the client portrait also comprises a right management module;
the authority management module is used for providing an authority management function and distributing authority to each role.
Further, in the client appeal automatic early warning system based on the client portrait, the client basic information comprises electric quantity and electricity charge information, power failure and power restoration information and incoming call history.
The client appeal automatic early warning system based on the client portrait can distinguish the incoming electricity clients from the aspect of big data, automatically generate the early warning short messages corresponding to the sensitivity levels of the client appeal, enable related service personnel to provide differentiated services for the electricity clients according to the sensitivity levels after receiving the early warning short messages, facilitate optimal configuration of service resources, provide a quick and effective problem solving method for the clients, prevent the client appeal from being upgraded and improve the customer satisfaction.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without inventive exercise.
FIG. 1 is a schematic structural diagram of a client appeal automatic warning system based on a client portrait according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram of a client appeal automatic warning system based on a client portrait according to an embodiment of the present invention.
Reference numerals:
the system comprises a big data basic information base 1, a customer portrait module 2, a short message generating module 3, a short message sending module 4 and a short message sending condition statistical analysis module 5.
Detailed Description
In order to make the objects, features and advantages of the present invention more obvious and understandable, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention, and it is apparent that the embodiments described below are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In the description of the present invention, it is to be understood that when an element is referred to as being "connected" to another element, it can be directly connected to the other element or intervening elements may also be present. When a component is referred to as being "disposed on" another component, it can be directly on the other component or intervening components may also be present.
Furthermore, the terms "long", "short", "inner", "outer", and the like indicate orientations or positional relationships based on those shown in the drawings, and are only for convenience of describing the present invention, but do not indicate or imply that the referred devices or elements must have the specific orientations, be configured to operate in the specific orientations, and thus are not to be construed as limitations of the present invention.
The technical scheme of the invention is further explained by the specific implementation mode in combination with the attached drawings.
Example one
Referring to fig. 1-2, an embodiment of the invention provides a client appeal automatic early warning system based on a client portrait, including a big data basic information base 1, a client portrait module 2, a short message generation module 3 and a short message sending module 4;
the big data information database is used for collecting the customer basic information of all electricity customers; the client basic information comprises electric quantity and electricity charge information, power failure and restoration information and incoming call history records;
the client portrait module 2 is used for matching client basic information corresponding to the power consumption client which just receives the call from the big data information database so as to determine the urgency degree of the client appeal of the power consumption client which just receives the call and set the sensitivity level of the power consumption client which just receives the call; specifically, for example, hot problems mainly concerned by the client and the urgency of client appeal fed back by the client are analyzed according to the history of incoming calls in the matched client basic information.
The short message generating module 3 is used for automatically generating an early warning short message according to the sensitivity level of the calling customer;
the short message sending module 4 is used for automatically matching the corresponding power supply service units and staff needing to be notified according to the sensitivity levels of the power consumption clients who just come in, and pushing the early warning short messages to the matched power supply service units and staff, so that differentiated management of client appeal is achieved, and differentiated services are provided.
Preferably, the client appeal automatic early warning system based on the client portrait further comprises a short message sending condition statistical analysis module 5;
and the short message sending condition statistical analysis module 5 is used for summarizing and displaying the early warning short message sending conditions of all the sensitivity levels according to the power supply service units.
Preferably, the client appeal automatic early warning system based on the client portrait further comprises a user management module;
the user management module is used for providing functions of creating users, logging off users and modifying users.
Preferably, the client appeal automatic early warning system based on the client portrait further comprises a role management module;
the role management module is used for providing role management functions and defining roles for each established user.
Preferably, the client appeal automatic early warning system based on the client portrait further comprises a right management module;
the authority management module is used for providing an authority management function and distributing authority to each role.
The client appeal automatic early warning system based on the client portrait can distinguish the incoming electricity clients from the aspect of big data, automatically generate the early warning short messages corresponding to the sensitivity levels of the client appeal, enable related service personnel to provide differentiated services for the electricity clients according to the sensitivity levels after receiving the early warning short messages, facilitate optimal configuration of service resources, provide a quick and effective problem solving method for the clients, prevent the client appeal from being upgraded and improve the customer satisfaction.
The foregoing description of the embodiments has been presented for the purposes of illustration and description. It is not intended to be exhaustive or to limit the disclosure. Individual elements or features of a particular embodiment are generally not limited to that particular embodiment, but, where applicable, are interchangeable and can be used in a selected embodiment, even if not specifically shown or described. The same elements or features may also vary in many respects. Such variations are not to be regarded as a departure from the disclosure, and all such modifications are intended to be included within the scope of the disclosure.
Example embodiments are provided so that this disclosure will be thorough and will fully convey the scope to those skilled in the art. Numerous details are set forth, such as examples of specific parts, devices, and methods, in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent to those skilled in the art that specific details need not be employed, that example embodiments may be embodied in many different forms and that neither should be construed to limit the scope of the disclosure. In certain example embodiments, well-known processes, well-known device structures, and well-known technologies are not described in detail.
The terminology used herein is for the purpose of describing particular example embodiments only and is not intended to be limiting. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. The terms "comprises" and "comprising" are intended to be inclusive and therefore specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. The method steps, processes, and operations described herein are not to be construed as necessarily requiring their performance in the particular order discussed and illustrated, unless explicitly indicated as an order of performance. It should also be understood that additional or alternative steps may be employed.
When an element or layer is referred to as being "on" … … "," engaged with "… …", "connected to" or "coupled to" another element or layer, it can be directly on, engaged with, connected to or coupled to the other element or layer, or intervening elements or layers may also be present. In contrast, when an element or layer is referred to as being "directly on … …," "directly engaged with … …," "directly connected to" or "directly coupled to" another element or layer, there may be no intervening elements or layers present. Other words used to describe the relationship of elements should be interpreted in a similar manner (e.g., "between … …" and "directly between … …", "adjacent" and "directly adjacent", etc.). As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items. Although the terms first, second, third, etc. may be used herein to describe various elements, components, regions, layers and/or sections, these elements, components, regions, layers and/or sections should not be limited by these terms. These terms may be only used to distinguish one element, component, region or section from another element, component, region or section. Unless clearly indicated by the context, use of terms such as the terms "first," "second," and other numerical values herein does not imply a sequence or order. Thus, a first element, component, region, layer or section discussed below could be termed a second element, component, region, layer or section without departing from the teachings of the example embodiments.
Spatially relative terms, such as "inner," "outer," "below," "… …," "lower," "above," "upper," and the like, may be used herein for ease of description to describe a relationship between one element or feature and one or more other elements or features as illustrated in the figures. Spatially relative terms may be intended to encompass different orientations of the device in addition to the orientation depicted in the figures. For example, if the device in the figures is turned over, elements described as "below" or "beneath" other elements or features would then be oriented "above" the other elements or features. Thus, the example term "below … …" can encompass both an orientation of facing upward and downward. The device may be otherwise oriented (rotated 90 degrees or at other orientations) and the spatially relative descriptors used herein interpreted.
Claims (6)
1. A customer appeal automatic early warning system based on a customer portrait is characterized by comprising a big data basic information base, a customer portrait module, a short message generating module and a short message sending module;
the big data information database is used for collecting the customer basic information of all electricity customers;
the client portrait module is used for matching client basic information corresponding to the power consumption client which just receives the call from the big data information database so as to determine the urgency degree of the client appeal of the power consumption client which just receives the call and set the sensitivity level of the power consumption client which just receives the call;
the short message generating module is used for automatically generating an early warning short message according to the sensitivity level of the calling customer;
the short message sending module is used for automatically matching the corresponding power supply service units and personnel needing to be notified according to the sensitivity level of the power consumption client who just receives the call, and pushing the early warning short message to the matched power supply service units and personnel so as to achieve differentiated management of client appeal and provide differentiated services.
2. The client appeal automatic warning system based on a client portrait, according to claim 1, further comprising a short message sending condition statistical analysis module;
and the short message sending condition statistical analysis module is used for summarizing and displaying the early warning short message sending conditions of all the sensitivity levels according to the power supply service units.
3. A client portrait-based client appeal automatic alert system as claimed in claim 1, further comprising a user management module;
the user management module is used for providing functions of creating users, logging off users and modifying users.
4. A client portrait-based client appeal automatic alert system as claimed in claim 3, further comprising a role management module;
the role management module is used for providing role management functions and defining roles for each established user.
5. The client facade-based automatic client appeal warning system of claim 4, further comprising a rights management module;
the authority management module is used for providing an authority management function and distributing authority to each role.
6. The client appeal automatic warning system of claim 1, wherein the client basis information includes electricity charge information, power off and restoration information, and incoming call history.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201911223314.7A CN111105248A (en) | 2019-12-03 | 2019-12-03 | Client appeal automatic early warning system based on client portrait |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201911223314.7A CN111105248A (en) | 2019-12-03 | 2019-12-03 | Client appeal automatic early warning system based on client portrait |
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Citations (6)
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| JP2002077399A (en) * | 2000-09-04 | 2002-03-15 | Nec Infrontia Corp | Supporting tool for telephone response service |
| CN104809548A (en) * | 2015-04-01 | 2015-07-29 | 国家电网公司 | Client appeal work order automatically issuing method |
| CN106373026A (en) * | 2016-08-24 | 2017-02-01 | 国网冀北电力有限公司电力科学研究院 | User portrait construction method for power industry |
| CN106530127A (en) * | 2016-11-09 | 2017-03-22 | 国网江苏省电力公司南京供电公司 | Complaint early warning and monitoring analysis system based on text mining |
| CN106815709A (en) * | 2016-12-06 | 2017-06-09 | 国网福建省电力有限公司 | One kind service quick response center support system and method |
| CN108038727A (en) * | 2017-12-11 | 2018-05-15 | 囯网河北省电力有限公司电力科学研究院 | A kind of method, system and terminal device that differentiated service is provided |
-
2019
- 2019-12-03 CN CN201911223314.7A patent/CN111105248A/en active Pending
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2002077399A (en) * | 2000-09-04 | 2002-03-15 | Nec Infrontia Corp | Supporting tool for telephone response service |
| CN104809548A (en) * | 2015-04-01 | 2015-07-29 | 国家电网公司 | Client appeal work order automatically issuing method |
| CN106373026A (en) * | 2016-08-24 | 2017-02-01 | 国网冀北电力有限公司电力科学研究院 | User portrait construction method for power industry |
| CN106530127A (en) * | 2016-11-09 | 2017-03-22 | 国网江苏省电力公司南京供电公司 | Complaint early warning and monitoring analysis system based on text mining |
| CN106815709A (en) * | 2016-12-06 | 2017-06-09 | 国网福建省电力有限公司 | One kind service quick response center support system and method |
| CN108038727A (en) * | 2017-12-11 | 2018-05-15 | 囯网河北省电力有限公司电力科学研究院 | A kind of method, system and terminal device that differentiated service is provided |
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