CN112884609A - Intelligent voice handling system based on power supply service command system - Google Patents
Intelligent voice handling system based on power supply service command system Download PDFInfo
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- CN112884609A CN112884609A CN202110297507.8A CN202110297507A CN112884609A CN 112884609 A CN112884609 A CN 112884609A CN 202110297507 A CN202110297507 A CN 202110297507A CN 112884609 A CN112884609 A CN 112884609A
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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
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/06—Electricity, gas or water supply
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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
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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
- G06Q10/20—Administration of product repair or maintenance
Abstract
The invention belongs to the technical field of voice hastening, and particularly relates to an intelligent voice hastening system based on a power supply service command system, which comprises the power supply service command system, an automatic outbound voice system, a work order study and judgment knowledge base, a voice knowledge base, a manual dispatch notification module, a hastening information generation module, a central control module, a voice conversion module and a voice hastening strategy management module; the central control module performs information processing and program operation on the system; the work order study and judgment knowledge base stores the geographical information of the administration range of each emergency repair team group and is used for automatically studying and judging the responsibility emergency repair unit and team group to which the work order belongs; the invention utilizes the voice mode to carry out order notification and voice hastening, adds an automatic outbound voice system, realizes the automatic call notification and hastening functions, automatically dials the phone of the person responsible for the work order when the work order has the abnormity of overtime, unprocessed and the like, automatically broadcasts the content of the work order, and notifies the person responsible for the work order to complete the work order on time.
Description
Technical Field
The invention relates to the technical field of voice handling, in particular to an intelligent voice handling system based on a power supply service command system.
Background
The power supply service command center of a power supply company currently depends on repeated work of fault repair, non-emergency repair work order distribution, hastening and the like of a power supply service command platform, and occupies most time and energy of the power supply service command class, the work order distribution and hastening workload accounts for about 70% of the total daily work of power supply service command on-duty personnel, so that the work efficiency is greatly reduced, most of the current power supply service command systems do not have a voice hastening function, after short messages are sent to responsible persons, the problem that the short messages are not checked in time or not checked at all exists, whether the responsible persons check information or not can not be fed back, the work order hastening failure is caused, the work order processing is delayed, therefore, the voice mode is necessary to be used for dispatching notification and voice hastening, the timeliness of the hastening information sending to the responsible persons is improved, and the work order processing timeliness is improved.
Disclosure of Invention
The invention aims to provide an intelligent voice handling system based on a power supply service command system, which aims to solve the problems that most of the conventional power supply service command systems proposed in the background technology do not have a voice handling function, cannot check in time or cannot check at all after a short message is sent to a person in charge, and cannot feed back whether the person in charge checks information, so that work order handling is disabled and work order processing is delayed.
In order to achieve the purpose, the invention provides the following technical scheme: an intelligent voice hastening system based on a power supply service command system comprises the power supply service command system, an automatic outbound voice system, a work order study and judgment knowledge base, a voice knowledge base, a manual order sending notification module, a hastening information generation module, a central control module, a voice conversion module and a voice hastening strategy management module;
the central control module performs information processing and program operation on the system;
the work order study and judgment knowledge base stores the geographical information of the administration range of each emergency repair team group and is used for automatically studying and judging the responsibility emergency repair unit and team group to which the work order belongs;
the voice knowledge base is formed by combing the dispatching and handling processes of the daily service work order of the power supply service command class, and stores corresponding voice words for the treatment of the daily work order of the service command class;
the information generation module automatically generates information to be promoted according to the business logic to be promoted, and sends the information to be promoted to the automatic outbound voice system to promote the voice;
the manual order notification module generates order notification and word information for urging handling through a button clicking function mode, and sends the information to the automatic outbound voice system for voice order notification;
the voice conversion module converts the character menu and the handling information sent by the manual menu informing module and the handling information generating module into voice information;
the voice call-out strategy management module is used for realizing contact-based and time-based call-out strategy management, and when the voice notification and the call-out task are in parallel for more than eight hours or no answer is made to the voice menu notification and the call-out task, task scheduling management is carried out on the voice management task;
the power supply service command system is used for carrying out power supply service command on a power grid;
the automatic outbound voice system is used for outbound the information sent by the hastening information generation module and the manual order sending notification module:
wherein: the automatic outbound voice system comprises a controller, an outbound management server, a database server, an automatic outbound voice system server, a voice platform, a relay management module and a local fixed telephone;
the controller processes information and runs programs for the automatic outbound voice system;
the outbound management server is used for carrying out outbound management;
the database server is used for storing outbound information data;
the automatic outbound voice system server is used for carrying out voice outbound;
the voice platform comprises a fixed telephone, a mobile phone, a communication terminal and a fax machine, and parallel four-path analog digital/analog signal telephone calling is realized between the voice platform and the automatic outbound voice system server through a public telephone network;
the relay management module is used for realizing a telephone call relay service, and when one line in the voice platform is occupied, the relay management module automatically skips to the other line to call the other line;
the local fixed telephone is a computer and a telephone
Preferably, the central control module is connected with a voice hosting result counting module, and the voice hosting result counting module performs statistical analysis on voice order notification and result forcing business.
Preferably, the controller is connected with a query module, and the query module is used for performing information query on the automatic outbound voice system through a local fixed telephone.
Preferably, the controller is connected with a maintenance management module, and the maintenance management module is a maintenance workstation and is used for maintenance management of the automatic outbound voice system by a worker.
Preferably, the power supply service command system is connected with the automatic outbound voice system through an interface mode of an intermediate database.
Compared with the prior art, the invention has the beneficial effects that:
1) the invention utilizes the voice mode to carry out order notification and voice hastening, adds an automatic outbound voice system, realizes the automatic call notification and hastening functions, automatically dials the phone of a person responsible for the work order when the work order has abnormity such as overtime, unprocessed and the like, automatically broadcasts the content of the work order, and notifies the person responsible for the work order to complete the work order on time;
2) the invention realizes the dispatching and handling of the full-automatic service work order, and the service work order dispatching and handling process is managed by the operator on duty, thereby being free from repeated fussy work of ordering and dispatching and reducing the number of the operators on duty required by the power supply service command;
3) the invention can monitor the number of the work orders and the condition of order receiving processing in the power supply service command system in real time, automatically dial voice calls for corresponding rush-repair teams and groups to dispatch and promote the work orders according to the voice knowledge base and the work order study and judgment knowledge base, and achieve the purpose of service work order dispatching and promotion.
Drawings
FIG. 1 is a logic block diagram of the present invention;
FIG. 2 is a logic block diagram of an automatic outbound speech system of the present invention.
In the figure: the system comprises a power supply service command system 1, an automatic outbound voice system 2, a work order study and judgment knowledge base 3, a voice hosting result statistical module 4, a voice knowledge base 5, a manual dispatch notification module 6, an information generation module 7, a central control module 8, a voice conversion module 9, a voice hastening strategy management module 10, a controller 11, an outbound management server 12, a database server 13, an automatic outbound voice system server 14, a local telephone 15, a query module 16, a maintenance management module 17, a relay management module 18 and a voice platform 19.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments 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 should be noted that the terms "upper", "lower", "inner", "outer", "top/bottom", and the like indicate orientations or positional relationships based on those shown in the drawings, and are only for convenience of description and simplification of description, but do not indicate or imply that the referred device or element must have a specific orientation, be constructed in a specific orientation, and be operated, and thus should not be construed as limiting the present invention. Furthermore, the terms "first" and "second" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance.
In the description of the present invention, it should be noted that, unless otherwise explicitly specified or limited, the terms "mounted," "disposed," "sleeved/connected," "connected," and the like are to be construed broadly, e.g., "connected," which may be fixedly connected, detachably connected, or integrally connected; can be mechanically or electrically connected; they may be connected directly or indirectly through intervening media, or they may be interconnected between two elements. The specific meanings of the above terms in the present invention can be understood in specific cases to those skilled in the art.
Example (b):
referring to fig. 1-2, the present invention provides a technical solution: an intelligent voice hastening system based on a power supply service command system comprises a power supply service command system 1, an automatic outbound voice system 2, a work order study and judgment knowledge base 3, a voice knowledge base 5, a manual order sending notification module 6, a hastening information generation module 7, a central control module 8, a voice conversion module 9 and a voice hastening strategy management module 10;
the central control module 8 processes information and runs programs for the system;
the work order study and judgment knowledge base 3 stores the geographical information of the administration range of each emergency repair team group and is used for automatically studying and judging the responsibility emergency repair unit and team group to which the work order belongs;
the voice knowledge base 5 is formed by combing the dispatching and handling processes of the daily service work orders of the power supply service command classes, stores corresponding voice vocabularies and is required by the treatment of the daily work orders of the service command classes;
the hasten information generating module 7 automatically generates hasten information according to the hasten business logic and sends the hasten information to the automatic outbound voice system 2 for voice hasten;
the manual order notification module 6 generates order notification and word information for urging handling by clicking a button function, and sends the information to the automatic outbound voice system 2 for voice order notification;
the voice conversion module 9 converts the text order dispatching and the information hastening sent by the manual order informing module 6 and the information hastening generation module 7 into voice information;
the voice call-out strategy management module 10 is used for realizing contact-based and time-based call-out strategy management, and when the voice notification and the call-out task are in parallel for more than eight hours or no answer is made to the voice menu notification and the call-out task, task scheduling management is carried out on the voice management task;
the power supply service command system 1 is used for carrying out power supply service command on a power grid;
the automatic outbound voice system 2 is used for outbound the information sent by the hastening information generating module 7 and the manual order informing module 6:
wherein: the automatic outbound voice system 2 comprises a controller 11, an outbound management server 12, a database server 13, an automatic outbound voice system server 14, a voice platform 19, a relay management module 18 and a local fixed telephone 15;
the controller 11 processes information and runs programs for the automatic outbound voice system 2;
the outbound management server 12 is used for outbound management;
the database server 13 is used for storing outbound information data;
the automatic outbound voice system server 14 is used for making voice outbound calls;
the voice platform 19 comprises a fixed telephone, a mobile phone, a communication terminal and a fax machine, and parallel four-path analog digital/analog signal telephone calling is realized between the voice platform 19 and the automatic outbound voice system server 14 through a public telephone network;
the relay management module 18 is used for implementing a telephone call relay service, and when one line in the voice platform 19 is occupied, automatically jumping to another line for external calling;
the local fixed telephone 15 is a computer and a telephone.
The central control module 8 is connected with a voice hosting result counting module 4, and the voice hosting result counting module 4 performs statistical analysis on voice order notification and result handling services.
The controller 11 is connected with an inquiry module 16, and the inquiry module 16 carries out information inquiry on the automatic outbound voice system 2 through a local fixed telephone 15.
The controller 11 is connected with a maintenance management module 17, and the maintenance management module 17 is a maintenance workstation and is used for maintenance management of the automatic outbound voice system 2 by a worker.
The power supply service command system 1 is connected with the automatic outbound voice system 2 through an interface mode of an intermediate database, the power supply service command system 1 pushes the order notification and the hastening information to the automatic outbound voice system 2, and the automatic outbound voice system 2 feeds back result information such as success or failure of an outbound call, call progress and the like to the power supply service command system 1.
While there have been shown and described the fundamental principles and essential features of the invention and advantages thereof, it will be apparent to those skilled in the art that the invention is not limited to the details of the foregoing exemplary embodiments, but is capable of other specific forms without departing from the spirit or essential characteristics thereof; the present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein, and any reference signs in the claims are not intended to be construed as limiting the claim concerned.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (5)
1. The utility model provides an intelligence pronunciation system of handling hastening based on power supply service command system which characterized in that: the system comprises a power supply service command system (1), an automatic outbound voice system (2), a work order study and judgment knowledge base (3), a voice knowledge base (5), a manual order sending notification module (6), an information-handling generation module (7), a central control module (8), a voice conversion module (9) and a voice handling strategy management module (10);
the central control module (8) performs information processing and program operation on the system;
the work order study and judgment knowledge base (3) stores the geographical information of the jurisdiction range of each emergency repair team group and is used for automatically studying and judging the responsibility emergency repair unit and team group to which the work order belongs;
the voice knowledge base (5) is formed by combing the dispatching and handling processes of the daily service work order of the power supply service command class, and stores corresponding voice words for the treatment of the daily work order of the service command class;
the hasten information generating module (7) automatically generates hasten information according to the hasten business logic and sends the hasten information to the automatic outbound voice system (2) for voice hasten;
the manual order notification module (6) generates order notification and word information for urging handling by clicking a button function, and sends the information to the automatic outbound voice system (2) for voice order notification;
the voice conversion module (9) converts the text order dispatching and the hastening information sent by the manual order dispatching notification module (6) and the hastening information generation module (7) into voice information;
the voice call-out strategy management module (10) is used for realizing contact-based and time-based call-out strategy management, and when the voice notification and the call-out task are in parallel for more than eight hours or no answer is made to the voice menu notification and the call-out task, task scheduling management is carried out on the voice management task;
the power supply service command system (1) is used for carrying out power supply service command on a power grid;
the automatic outbound voice system (2) is used for outbound the information sent by the hastening information generation module (7) and the manual order informing module (6):
wherein: the automatic outbound voice system (2) comprises a controller (11), an outbound management server (12), a database server (13), an automatic outbound voice system server (14), a voice platform (19), a relay management module (18) and a local fixed telephone (15);
the controller (11) performs information processing and program operation on the automatic outbound voice system (2);
the outbound management server (12) is used for carrying out outbound management;
the database server (13) is used for storing outbound information data;
the automatic outbound voice system server (14) is used for carrying out voice outbound;
the voice platform (19) comprises a fixed telephone, a mobile phone, a communication terminal and a fax machine, and parallel four-path analog digital/analog signal telephone calling is realized between the voice platform (19) and the automatic outbound voice system server (14) through a public telephone network;
the relay management module (18) is used for realizing a telephone call relay service, and when one line in the voice platform (19) is occupied, the other line is automatically jumped to make an external call;
the local fixed telephone (15) is a computer and a telephone.
2. The intelligent voice hastening system based on the power supply service command system according to claim 1, characterized in that: the central control module (8) is connected with a voice hosting result counting module (4), and the voice hosting result counting module (4) performs statistical analysis on voice order notification and result handling business.
3. The intelligent voice hastening system based on the power supply service command system according to claim 1, characterized in that: the controller (11) is connected with an inquiry module (16), and the inquiry module (16) carries out information inquiry on the automatic outbound voice system (2) through a local fixed telephone (15).
4. The intelligent voice hastening system based on the power supply service command system according to claim 1, characterized in that: the controller (11) is connected with a maintenance management module (17), and the maintenance management module (17) is a maintenance workstation and is used for maintenance management of the automatic outbound voice system (2) by workers.
5. The intelligent voice hastening system based on the power supply service command system according to claim 1, characterized in that: the power supply service command system (1) is connected with the automatic outbound voice system (2) through an interface mode of the intermediate database.
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| CN202110297507.8A CN112884609A (en) | 2021-03-19 | 2021-03-19 | Intelligent voice handling system based on power supply service command system |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN206807567U (en) * | 2017-06-19 | 2017-12-26 | 上海汉傲电信科技有限公司 | A kind of task work order automatic speech notice and feedback device |
| CN111062677A (en) * | 2018-10-17 | 2020-04-24 | 国网江苏省电力有限公司南京供电分公司 | Emergency repair overtime automatic handling system for power supply service command center |
| CN111898913A (en) * | 2020-08-04 | 2020-11-06 | 国网浙江杭州市余杭区供电有限公司 | Automatic management method for power line repair |
| CN112132295A (en) * | 2020-09-02 | 2020-12-25 | 曹鹏 | Distribution network fault emergency repair command voice calling device |
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- 2021-03-19 CN CN202110297507.8A patent/CN112884609A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN206807567U (en) * | 2017-06-19 | 2017-12-26 | 上海汉傲电信科技有限公司 | A kind of task work order automatic speech notice and feedback device |
| CN111062677A (en) * | 2018-10-17 | 2020-04-24 | 国网江苏省电力有限公司南京供电分公司 | Emergency repair overtime automatic handling system for power supply service command center |
| CN111898913A (en) * | 2020-08-04 | 2020-11-06 | 国网浙江杭州市余杭区供电有限公司 | Automatic management method for power line repair |
| CN112132295A (en) * | 2020-09-02 | 2020-12-25 | 曹鹏 | Distribution network fault emergency repair command voice calling device |
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