CN113313271B - Power system fault repair method and device based on remote customer service - Google Patents

Power system fault repair method and device based on remote customer service Download PDF

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CN113313271B
CN113313271B CN202110619389.8A CN202110619389A CN113313271B CN 113313271 B CN113313271 B CN 113313271B CN 202110619389 A CN202110619389 A CN 202110619389A CN 113313271 B CN113313271 B CN 113313271B
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CN113313271A (en
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张才俊
张�浩
张晓慧
王锦志
王宏岩
姚国平
欧伟
江帆
刘爱生
邢巍
曹璐
田举
赵伟刚
张思雨
常超
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State Grid Co ltd Customer Service Center
Beijing China Power Information Technology Co Ltd
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Beijing China Power Information Technology Co Ltd
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Abstract

The invention discloses a method and a device for reporting and repairing a power system fault based on remote customer service, wherein the method comprises the following steps: constructing a fault declaration keyword identification database; first power failure declaration information; inputting the first power failure declaration information into a failure declaration keyword identification database to obtain first declaration keyword information; inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information; feeding back the first declaration response information to the first user to obtain a first interaction service result; judging whether the first power failure declaration information of the first user is solved; if not, obtaining a first manual service instruction; performing communication link between a first user client and an artificial customer service end to obtain a first communication link; first power failure declaration information for a first user is processed. The technical problem that the appeal of a user cannot be solved by the existing remote artificial intelligence client service, and then the fault processing efficiency is reduced is solved.

Description

Power system fault repair method and device based on remote customer service
Technical Field
The invention relates to the technical field of power system fault repair, in particular to a power system fault repair method and device based on remote customer service.
Background
In people's daily life, electric power resource is indispensable important energy, consequently, needs guarantee the stable supply of electric energy conscientiously, fully ensures electric power operational reliability and security, nevertheless various power failure can inevitably appear in the process of electric power system operation, and high-efficient quick long-range customer service trouble is reported and is repaired and provide very big facility for the user for the power failure problem can be solved fast.
However, in the process of implementing the technical solution of the invention in the embodiments of the present application, the inventors of the present application find that the above-mentioned technology has at least the following technical problems:
because the prior artificial intelligence client service which cannot be based on remote solves the appeal of users, the fault processing efficiency is further reduced.
Disclosure of Invention
The embodiment of the application provides a method and a device for reporting and repairing the fault of the power system based on remote customer service, solves the problem that the prior artificial intelligent customer service based on remote cannot solve the user requirements, further reduce the failure processing efficiency, by identifying and searching keywords for failure declaration of users based on a failure declaration keyword identification database, further matching corresponding intelligent customer service response service for the user to solve the fault declaration, meanwhile, constructing a communication link between the client and the artificial customer service terminal, being convenient for converting the intelligent customer service into the artificial customer service when the intelligent customer service cannot solve the fault declaration of the user, further solving the appeal of the user, achieving the aim of solving the appeal of the user by the remote artificial intelligent customer service, meanwhile, the efficient and quick power failure report is realized, and the technical effect of providing one-stop service for users is achieved.
The embodiment of the application provides a power system fault repair method based on remote customer service, wherein the method is applied to a power system fault repair device, and the method further comprises the following steps: constructing a fault declaration keyword identification database, wherein the fault declaration keyword identification database is formed by collecting fault declaration keyword data sets; obtaining first power failure declaration information of a first user; inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information; inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device; feeding back the first declaration response information to the first user to obtain a first interaction service result; judging whether the first power failure declaration information of the first user is solved or not according to the first interactive service result; if the first power failure declaration information of the first user is not solved, obtaining a first manual service instruction; according to the first manual service instruction, performing communication link between a first user client and a manual customer service end to obtain a first communication link; processing first power failure declaration information for the first user in accordance with the first communication link.
On the other hand, this application still provides a power system fault reports and repaiies device based on remote customer service, wherein, the device includes: a first building unit: the first construction unit is used for constructing a fault declaration keyword identification database, and the fault declaration keyword identification database is formed by collecting fault declaration keyword data sets; a first obtaining unit: the first obtaining unit is used for obtaining first power failure declaration information of a first user; a first input unit: the first input unit is used for inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information; a second input unit: the second input unit is used for inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device; a first feedback unit: the first feedback unit is used for feeding back the first declaration response information to the first user to obtain a first interactive service result; a first judgment unit: the first judging unit is used for judging whether the first power failure declaration information of the first user is solved or not according to the first interaction service result; a second obtaining unit: the second obtaining unit obtains a first manual service instruction if the first power failure declaration information of the first user is not solved; a first linking unit: the first linking unit is used for performing communication linking on a first user client and an artificial customer service end according to the first artificial service instruction to obtain a first communication link; a first processing unit: the first processing unit is configured to process first power failure declaration information of the first user according to the first communication link.
One or more technical solutions provided in the embodiments of the present application have at least the following technical effects or advantages:
the method has the advantages that the fault declaration of the user is identified and retrieved through the fault declaration keyword identification database, the corresponding intelligent customer service response service is matched for the user to solve the fault declaration, meanwhile, a communication link between the client side and the artificial customer service side is constructed, the intelligent customer service is convenient to convert into the artificial customer service when the intelligent customer service cannot solve the fault declaration of the user, the appeal of the user is further solved, the appeal of the user is solved through the artificial intelligent customer service based on remote, meanwhile, efficient and rapid power fault repair is achieved, and the technical effect of one-to-one service is provided for the user.
The foregoing description is only an overview of the technical solutions of the present application, and the present application can be implemented according to the content of the description in order to make the technical means of the present application more clearly understood, and the following detailed description of the present application is given in order to make the above and other objects, features, and advantages of the present application more clearly understandable.
Drawings
Fig. 1 is a schematic flowchart illustrating a method for reporting and repairing a fault of an electrical power system based on remote customer service according to an embodiment of the present disclosure;
fig. 2 is a schematic structural diagram of a power system fault repair device based on remote customer service according to an embodiment of the present disclosure;
fig. 3 is a schematic structural diagram of an exemplary electronic device according to an embodiment of the present application.
Description of reference numerals: a first constructing unit 11, a first obtaining unit 12, a first input unit 13, a second input unit 14, a first feedback unit 15, a first judging unit 16, a second obtaining unit 17, a first linking unit 18, a first processing unit 19, a bus 300, a receiver 301, a processor 302, a transmitter 303, a memory 304, and a bus interface 305.
Detailed Description
The embodiment of the application provides a method and a device for reporting and repairing the fault of the power system based on remote customer service, solves the problem that the prior artificial intelligent customer service based on remote cannot solve the user requirements, further reducing the failure processing efficiency, by performing keyword identification and retrieval on the failure declaration of the user based on the failure declaration keyword identification database, further matching corresponding intelligent customer service response service for the user to solve the fault declaration, meanwhile, constructing a communication link between the client and the artificial customer service terminal, being convenient for converting the intelligent customer service into the artificial customer service when the intelligent customer service cannot solve the fault declaration of the user, further solving the appeal of the user, achieving the aim of solving the appeal of the user by the remote artificial intelligent customer service, meanwhile, the efficient and quick power failure report is realized, and the technical effect of providing one-stop service for users is achieved.
Hereinafter, example embodiments according to the present application will be described in detail with reference to the accompanying drawings. It should be apparent that the described embodiments are merely some embodiments of the present application and not all embodiments of the present application, and it should be understood that the present application is not limited to the example embodiments described herein.
Summary of the application
In people's daily life, electric power resource is indispensable important energy, consequently, needs guarantee the stable supply of electric energy conscientiously, fully ensures electric power operational reliability and security, nevertheless various power failure can inevitably appear in the process of electric power system operation, and high-efficient quick long-range customer service trouble is reported and is repaired and provide very big facility for the user for the power failure problem can be solved fast. Because the prior artificial intelligence client service which cannot be based on remote solves the appeal of users, the fault processing efficiency is further reduced.
In view of the above technical problems, the technical solution provided by the present application has the following general idea:
the embodiment of the application provides a power system fault repair method based on remote customer service, wherein the method is applied to a power system fault repair device, and the method further comprises the following steps: constructing a fault declaration keyword identification database, wherein the fault declaration keyword identification database is formed by collecting fault declaration keyword data sets; obtaining first power failure declaration information of a first user; inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information; inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device; feeding back the first declaration response information to the first user to obtain a first interaction service result; judging whether first power failure declaration information of the first user is solved or not according to the first interaction service result; if the first power failure declaration information of the first user is not solved, obtaining a first manual service instruction; according to the first manual service instruction, performing communication link between a first user client and a manual customer service end to obtain a first communication link; processing first power failure declaration information for the first user in accordance with the first communication link.
For better understanding of the above technical solutions, the following detailed descriptions will be provided in conjunction with the drawings and the detailed description of the embodiments.
Example one
As shown in fig. 1, an embodiment of the present application provides a method for reporting and repairing a fault of an electric power system based on remote customer service, where the method is applied to a device for reporting and repairing a fault of an electric power system, and the method further includes:
step S100: constructing a fault declaration keyword identification database, wherein the fault declaration keyword identification database is formed by collecting fault declaration keyword data sets;
particularly, in daily life of people, power resources are indispensable important energy sources, so that stable supply of electric energy needs to be practically guaranteed, and power operation reliability and safety are fully guaranteed, however, various power faults are inevitably generated in the operation process of a power system, and high-efficiency and quick remote customer service fault repair provides great convenience for users, so that the power fault problem can be quickly solved. Further, the fault declaration keyword data set can be understood as fault declaration keywords such as power failure, household appliance damage and payment, and then the fault declaration keyword identification database is constructed based on the fault declaration keyword data set, namely the fault declaration keyword identification database can identify and retrieve keywords for input fault declaration, so that the fault declaration of a user can be fed back quickly.
Step S200: acquiring first power failure declaration information of a first user;
step S300: inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information;
specifically, the first user is a user performing fault declaration, the first power fault declaration information is power fault information declared to a national power grid by the first user, and includes faults such as power failure, line interruption and the like, the first declaration keyword information is corresponding to power failure, line interruption and the like, and the corresponding solution can be quickly matched for the user by obtaining declaration keywords of the user.
Step S400: inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device;
specifically, the remote customer service intelligent response system comprises a plurality of power failure solutions, wherein each solution corresponds to a power failure keyword, for example, a power failure corresponds to a scheme such as line inspection, power statistics, power fee payment and the like, the first declaration response information can be understood as a customer service page, and after a user sends information, the online customer service can automatically reply prompt information according to preset keyword information, reply numbers or click links to perform customer service consultation operation.
Step S500: feeding back the first declaration response information to the first user to obtain a first interaction service result;
specifically, the fault declaration of the first user can be effectively solved based on the quick response of the remote customer service, the first interaction service result can be understood as a processing result of the fault declaration, further, if the power failure is caused by the payment of the power charge of the user, the power charge only needs to be paid in time, if the power failure is caused by other sudden problems, the first interaction service result can be finished until the fault processing is finished by the customer service personnel, and the satisfactory service of one station to the bottom is provided for the user.
Step S600: judging whether the first power failure declaration information of the first user is solved or not according to the first interactive service result;
step S700: if the first power failure declaration information of the first user is not solved, obtaining a first manual service instruction;
specifically, if the first power failure declaration information is power failure caused by simpler power arrearage, the failure declaration of the user can be solved by paying for the user through the user side or the power system background side, and if the problem is complex and cannot be solved through the intelligent customer service, the manual service can be linked to the client side of the first user according to the first manual service instruction, so that the failure declaration of the first user is further realized.
Step S800: according to the first manual service instruction, performing communication link between a first user client and a manual customer service end to obtain a first communication link;
step S900: processing first power failure declaration information for the first user in accordance with the first communication link.
Specifically, the first communication link connects the user side and the manual customer service side, so that the intelligent customer service is changed into the manual customer service, and the problem of fault repair fed back by the user is further solved conveniently. The method comprises the steps that keyword identification and retrieval are carried out on fault declarations of users through a fault declaration keyword identification database, then corresponding intelligent customer service response services are matched for the users to solve the fault declarations, meanwhile, a communication link between a client side and an artificial customer service side is constructed, the intelligent customer service is convenient to convert into the artificial customer service when the fault declarations of the users cannot be solved by the intelligent customer service, the appeal of the users is further solved, the appeal of the users is solved by the artificial intelligent customer service based on remote, meanwhile, efficient and rapid power fault repair is achieved, and the technical effect of one-stop service is provided for the users.
Further, the embodiment of the application further comprises:
step S1010: acquiring first reporting voice information according to the first power failure reporting information;
step S1020: inputting the first declaration voice information into a semantic recognition database to obtain first service requirement information of the first user, wherein the semantic recognition database is contained in the remote customer service intelligent response system;
step S1030: constructing a first VR interactive scene according to the first service demand information and the remote customer service intelligent response system;
step S1040: obtaining a first service processing result according to the first VR interactive scene;
step S1050: monitoring the interaction information in the first VR interaction scene in real time to obtain an actual interaction result;
step S1060: judging whether the first service processing result is consistent with the actual interaction result or not;
step S1070: if the first service processing result is consistent with the actual interaction result, obtaining a first end instruction;
step S1080: according to the first end instruction, ending the first VR interaction scene.
Specifically, in order to realize fault declaration based on remote customer service by different users, including users who are not good for typing, users who have poor eyesight, and the like, voice fault declaration is possible, and fault declaration by the users cannot be realized through online text communication. Further, the first declaration voice information is used for voice declaration of a power failure by a user, the semantic recognition database can perform relevant semantic recognition on input user voice, and then a corresponding business processing scheme is matched for the user according to the recognized semantic, for example, when the first declaration voice information is' good you, i have suddenly power failure and do not receive power failure notification of a cell, because the network-off i cannot inquire whether power failure caused by arrearage exists at present, can you help i check the balance of the power charge? If the identified relevant semantics are power failure, network disconnection, power charge underpayment, power charge query and the like, the first service demand information is power charge query, and then a first VR interaction scene is constructed based on the first service demand information and the remote customer service intelligent response system, the first VR interaction scene realizes the interaction scene of the user and the remote customer service, if the power failure is not caused by the arrearage, the reason of the power failure needs to be redetermined, the user can explain relevant voice or video according to the first VR interaction scene, so that the remote customer service end can quickly know the reason of the power failure and solve the problem, the first service processing result is the power failure processing result after the user and the remote customer service end communicate and the after-sale evaluation of the user, and meanwhile, the real-time monitoring can be carried out on the interaction process, namely, the voice, the power failure and the power charge during the communication process, And monitoring the video in real time, wherein the actual interaction result is a result obtained according to an actual interaction process, and further judging whether the first service processing result is consistent with the actual interaction result, for example, displaying according to the actual interaction result that the fault declaration of the user is solved, displaying by the remote customer service end to end the current session, indicating that the two are consistent, and ending the session according to the first ending instruction, so as to effectively solve the appeal of the client.
Further, the embodiment of the application further comprises:
step S1011: constructing a voice semantic conversion system which is in communication connection with the remote customer service intelligent response system;
step S1012: acquiring first voice characteristic information of the first user according to the first declaration voice information;
step S1013: judging whether the first voice characteristic information meets preset voice characteristic information or not;
step S1014: if the first voice characteristic information does not meet the preset voice characteristic information, inputting the first declared voice information into the voice semantic conversion system to obtain first conversion declared semantic information;
step S1015: and according to the first conversion declaration semantic information, the first user can report the first power failure information.
Specifically, if the mandarin of the first user is not standard, the system cannot recognize the voice declaration of the user, the declaration voice of the user can be converted, further, the voice semantic conversion system realizes the conversion between the dialect and the mandarin, the first voice feature information can be understood as the accent of the first user, when the difference between the accent and the mandarin is large, the accent can be converted into the standard mandarin, the preset voice feature information can be understood as the standard mandarin tone, the first conversion declaration semantic information is the standard mandarin declaration voice information of the first user after the conversion based on the voice semantic conversion system, and therefore the first user can report the first power failure information, and the declaration requirements of various clients are met.
Further, the determining whether the first service processing result is consistent with the actual interaction result, step S1060 further includes:
step S1061: if the first service processing result is not consistent with the actual interaction result, actual interaction voice information is obtained according to the actual interaction result;
step S1062: acquiring first voice information of the first user and second voice information of the artificial customer service end according to the actual interactive voice information;
step S1063: inputting the first voice information and the second voice information into a voice semantic retrieval model, and training the voice semantic retrieval model by using the identified preset voice semantic information to obtain a first retrieval result;
step S1064: judging whether the first retrieval result meets the requirement of preset language expression or not;
step S1065: if the first retrieval result does not meet the preset language expression requirement, obtaining a first correction instruction;
step S1066: and correcting the first service processing result according to the first correction instruction.
Specifically, if the first service processing result and the actual interaction result fail to be consistent, it indicates that a problem occurs in the process of interaction between the user and the customer service end, further, the actual interaction voice information may be understood as voice information of the user and the customer service end in the actual interaction process, the first voice information corresponds to the voice of the first user, the second voice information corresponds to the voice of the artificial customer service, and then the semantic retrieval is performed on the voice information based on a voice semantic retrieval model, further it may be understood that whether or not an unvoiced phrase appears between the user and the artificial customer service in the process of interaction between the user and the artificial customer service, the predetermined voice semantic information is an unvoiced or unsciented speech, and the first retrieval result is whether or not the predetermined voice semantic information appears in the first voice information and/or the second voice information, and then according to the first retrieval result, judging whether the two parties have inexplicable terms or not, if so, correcting the first service processing result according to the first correction instruction, in other words, the manual customer service end displays that the current call is ended, but because the service of the manual customer service is not in place, the client-side does not display the current call end state due to customer service complaint, correcting the current call end state displayed by the manual customer service end into an unfinished state until the actual appeal of the user is solved, and realizing the service of the user on one site to the end.
Further, if the first search result does not meet the requirement of the preset language expression, step S1065 further includes:
step S10651: obtaining first preset semantic information and first time information according to the first voice information;
step S10652: obtaining second preset semantic information and second time information according to the second voice information;
step S10653: judging whether the second time information is before the first time information;
step S10654: and if the second time information is before the first time information, uploading the second preset semantic information to a client evaluation system to obtain first evidence obtaining information.
Specifically, if the first retrieval result does not meet the preset language expression requirement, it indicates that in the process of interaction between the user and the artificial customer service, the two parties have an illiterate term, the first predetermined semantic information is the words spoken by the user, the first time information is the time when the first user speaks the illiterate words, similarly, the second predetermined semantic information is the illiterate words spoken by the artificial customer service end, the second time information is the time when the artificial customer service end speaks the illiterate words, and further, the time sequence of the two is judged, if the artificial customer service end speaks the illiterate words before the user, the second predetermined semantic information is uploaded to a customer evaluation system to obtain first evidence obtaining information, the first user can complain the artificial customer service end according to the first evidence obtaining information to standardize the service level of the artificial customer service end, and the service quality is improved.
Further, the uploading the second predetermined semantic information to a client evaluation system, in step S10654, further includes:
step S106541: setting a predetermined context to acquire time information;
step S106542: acquiring time information and the second preset semantic information according to the preset context to acquire second preset semantic context information;
step S106543: obtaining personal ID information of the first user;
step S106544: performing block chain encryption on the second preset semantic context information and the personal ID information to obtain a first user complaint block;
step S106545: and uploading the first user complaint block to the customer evaluation system.
Specifically, in order to improve the feedback rate of complaint reporting, further, the predetermined context obtains time information as context information for setting a target sentence, so that the actual situation can be grasped comprehensively, the second predetermined semantic context information can be understood as that, if an illiterate term appears at the manual customer service end, current front and back context information can be obtained, the personal ID information is the personal ID of a complaint user, and the two are matched, so that the specific complaint information corresponds to the specific user, thereby ensuring that the complaint of the user can be traced, and meanwhile, block chain encryption is performed on the two to prevent data from being lost or disordered to influence the customer service after sale, so that the complaint block of the first user is uploaded to the customer evaluation system, and then the feedback rate of complaint reporting of the user is improved.
Further, the step S1063 of inputting the first speech information and the second speech information into a speech semantic retrieval model further includes:
step S10631: inputting the first voice information and the second voice information into a voice semantic retrieval model, wherein the voice semantic retrieval model is obtained by training multiple groups of training data, and each group of training data in the multiple groups of training data comprises: the first voice information, the second voice information and identification information for identifying preset voice semantics;
step S10632: and obtaining a first retrieval result of the voice semantic retrieval model, wherein the first retrieval result is whether the predetermined voice semantic information appears in the first voice information and/or the second voice information.
Specifically, in order to obtain a more accurate first search result, the first speech information and the second speech information may be input into a speech semantic search model for training. The speech semantic retrieval model is a neural network model, namely a neural network model in machine learning, and is described on the basis of a mathematical model of a neuron. Briefly, it is a mathematical model. In the embodiment of the application, the first voice information and the second voice information are input into a voice semantic retrieval model for training, and a neural network model is trained by using the identified predetermined voice semantics.
Further, the process of the speech semantic retrieval model is essentially a process of supervised learning. The plurality of groups of training data are specifically: the first voice information, the second voice information and identification information for identifying predetermined voice semantics. And outputting a first retrieval result by the voice semantic retrieval model through inputting the first voice information and the second voice information. Checking the output information and the predetermined voice semantic playing the identification function, if the output information is consistent with the predetermined voice semantic playing the identification function, finishing the data supervised learning, and then performing the next group of data supervised learning; if the output information is inconsistent with the preset voice semantic requirement playing the identification role, the neural network learning model adjusts itself until the output result of the neural network learning model is consistent with the preset voice semantic requirement playing the identification role, and then the supervised learning of the next group of data is carried out. The neural network learning model is continuously corrected and optimized through training data, the accuracy of the neural network learning model in processing the information is improved through the process of supervised learning, and the technical effect that the first retrieval result is more accurate is achieved.
To sum up, the method and the device for electric power system fault repair based on remote customer service provided by the embodiment of the application have the following technical effects:
1. the method has the advantages that the fault declaration of the user is identified and retrieved through the fault declaration keyword identification database, the corresponding intelligent customer service response service is matched for the user to solve the fault declaration, meanwhile, a communication link between the client side and the artificial customer service side is constructed, the intelligent customer service is convenient to convert into the artificial customer service when the intelligent customer service cannot solve the fault declaration of the user, the appeal of the user is further solved, the appeal of the user is solved through the artificial intelligent customer service based on remote, meanwhile, efficient and rapid power fault repair is achieved, and the technical effect of one-to-one service is provided for the user.
Example two
Based on the same inventive concept as the method for reporting and repairing the fault of the power system based on the remote customer service in the foregoing embodiment, the present invention further provides a device for reporting and repairing the fault of the power system based on the remote customer service, as shown in fig. 2, the device includes:
the first building unit 11: the first construction unit 11 is configured to construct a fault declaration keyword recognition database, where the fault declaration keyword recognition database is formed by collecting fault declaration keyword datasets;
the first obtaining unit 12: the first obtaining unit 12 is configured to obtain first power failure declaration information of a first user;
first input unit 13 units: the first input unit 13 is configured to input the first power failure declaration information into the failure declaration keyword recognition database, so as to obtain first declaration keyword information;
second input unit 14: the second input unit 14 is configured to input the first declaration keyword information into a remote customer service intelligent response system, and obtain first declaration response information matched with the first declaration keyword information, where the remote customer service intelligent response system is in communication connection with the power system fault repair device;
the first feedback unit 15: the first feedback unit 15 is configured to feed back the first declaration response information to the first user, so as to obtain a first interactive service result;
the first judgment unit 16: the first judging unit 16 is configured to judge whether the first power failure declaration information of the first user is resolved according to the first interaction service result;
the second obtaining unit 17: the second obtaining unit 17 obtains a first manual service instruction if the first power failure declaration information of the first user is not solved;
the first linking unit 18: the first linking unit 18 is configured to perform communication linking on the first user client and the manual customer service end according to the first manual service instruction, so as to obtain a first communication link;
the first processing unit 19: the first processing unit 19 is configured to process the first power failure declaration information of the first user according to the first communication link.
Further, the apparatus further comprises:
a third obtaining unit: the third obtaining unit is used for obtaining first reporting voice information according to the first power failure reporting information;
a third input unit: the third input unit is configured to input the first declaration voice information into a semantic recognition database to obtain first service requirement information of the first user, where the semantic recognition database is included in the remote customer service intelligent response system;
a second building element: the second construction unit is used for constructing a first VR interactive scene according to the first service demand information and the remote customer service intelligent response system;
a fourth obtaining unit: the fourth obtaining unit is configured to obtain a first service processing result according to the first VR interaction scenario;
a first monitoring unit: the first monitoring unit is used for monitoring the interaction information in the first VR interaction scene in real time to obtain an actual interaction result;
a second judgment unit: the second judging unit is used for judging whether the first service processing result is consistent with the actual interaction result;
a fifth obtaining unit: the fifth obtaining unit is configured to obtain a first end instruction if the first service processing result is consistent with the actual interaction result;
a first end unit: the first end unit is configured to end the first VR interactive scene according to the first end instruction.
Further, the apparatus further comprises:
a third building element: the third construction unit is used for constructing a voice semantic conversion system, and the voice semantic conversion system is in communication connection with the remote customer service intelligent response system;
a sixth obtaining unit: the sixth obtaining unit is configured to obtain first voice feature information of the first user according to the first declaration voice information;
a third judging unit: the third judging unit is used for judging whether the first voice characteristic information meets preset voice characteristic information or not;
a fourth input unit: the fourth input unit is used for inputting the first declaration voice information into the voice semantic conversion system to obtain first conversion declaration semantic information if the first voice feature information does not meet the preset voice feature information;
a first repair unit: the first reporting unit is used for reporting and repairing first power failure information by the first user according to the first conversion reporting semantic information.
Further, the apparatus further comprises:
a seventh obtaining unit: the seventh obtaining unit is configured to obtain actual interactive voice information according to the actual interactive result if the first service processing result fails to be consistent with the actual interactive result;
an eighth obtaining unit: the eighth obtaining unit is configured to obtain first voice information of the first user and second voice information of the artificial customer service end according to the actual interactive voice information;
a fifth input unit: the fifth input unit is used for inputting the first voice information and the second voice information into a voice semantic retrieval model, and training the voice semantic retrieval model by using the identified preset voice semantic information to obtain a first retrieval result;
a fourth judging unit: the fourth judging unit is used for judging whether the first retrieval result meets the requirement of preset language expression;
a ninth obtaining unit: the ninth obtaining unit is used for obtaining a first correction instruction if the first retrieval result does not meet the preset language expression requirement;
a first correction unit: the first correcting unit is used for correcting the first service processing result according to the first correcting instruction.
Further, the apparatus further comprises:
a tenth obtaining unit: the tenth obtaining unit is configured to obtain first predetermined semantic information and first time information according to the first voice information;
an eleventh obtaining unit: the eleventh obtaining unit is configured to obtain second predetermined semantic information and second time information according to the second voice information;
a fifth judging unit: the fifth judging unit is used for judging whether the second time information is before the first time information;
a first uploading unit: the first uploading unit is used for uploading the second preset semantic information to a client evaluation system to obtain first evidence obtaining information if the second time information is before the first time information.
Further, the apparatus further comprises:
a first setting unit: the first setting unit is used for setting the preset context acquisition time information;
a twelfth obtaining unit: the twelfth obtaining unit is configured to obtain second predetermined semantic context information according to the predetermined context obtaining time information and the second predetermined semantic information;
a thirteenth obtaining unit: the thirteenth obtaining unit is configured to obtain personal ID information of the first user;
a first encryption unit: the first encryption unit is used for carrying out block chain encryption on the second preset semantic context information and the personal ID information to obtain a first user complaint block;
a second uploading unit: the second uploading unit is used for uploading the first user complaint block to the customer evaluation system.
Further, the apparatus further comprises:
a sixth input unit: the sixth input unit is configured to input the first voice information and the second voice information into a voice semantic retrieval model, where the voice semantic retrieval model is obtained by training multiple sets of training data, and each set of training data in the multiple sets of training data includes: the first voice information, the second voice information and identification information for identifying preset voice semantics;
a fourteenth obtaining unit: the fourteenth obtaining unit is configured to obtain a first retrieval result of the speech semantic retrieval model, where the first retrieval result is whether the predetermined speech semantic information appears in the first speech information and/or the second speech information.
Various changes and specific examples of the power system fault repair method based on remote customer service in the first embodiment of fig. 1 are also applicable to the power system fault repair device based on remote customer service in the present embodiment, and through the foregoing detailed description of the power system fault repair method based on remote customer service, those skilled in the art can clearly know the implementation method of the power system fault repair device based on remote customer service in the present embodiment, so for the brevity of the description, detailed description is not repeated again.
EXAMPLE III
The electronic device of the embodiment of the present application is described below with reference to fig. 3.
Fig. 3 illustrates a schematic structural diagram of an electronic device according to an embodiment of the application.
Based on the inventive concept of the method for reporting and repairing the fault of the power system based on the remote customer service in the embodiment, the invention further provides a device for reporting and repairing the fault of the power system based on the remote customer service, wherein a computer program is stored on the device, and when the program is executed by a processor, the steps of any method of the device for reporting and repairing the fault of the power system based on the remote customer service are realized.
Where in fig. 3 a bus architecture (represented by bus 300), bus 300 may include any number of interconnected buses and bridges, bus 300 linking together various circuits including one or more processors, represented by processor 302, and memory, represented by memory 304. The bus 300 may also link together various other circuits such as peripherals, voltage regulators, power management circuits, and the like, which are well known in the art, and therefore, will not be described any further herein. A bus interface 305 provides an interface between the bus 300 and the receiver 301 and transmitter 303. The receiver 301 and the transmitter 303 may be the same element, i.e., a transceiver, providing a means for communicating with various other apparatus over a transmission medium. The processor 302 is responsible for managing the bus 300 and general processing, and the memory 304 may be used for storing data used by the processor 302 in performing operations.
The embodiment of the application provides a power system fault repair method based on remote customer service, wherein the method is applied to a power system fault repair device, and the method further comprises the following steps: constructing a fault declaring keyword identification database, wherein the fault declaring keyword identification database is formed by collecting fault declaring keyword data sets; obtaining first power failure declaration information of a first user; inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information; inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device; feeding back the first declaration response information to the first user to obtain a first interaction service result; judging whether the first power failure declaration information of the first user is solved or not according to the first interactive service result; if the first power failure declaration information of the first user is not solved, obtaining a first manual service instruction; according to the first manual service instruction, performing communication link between a first user client and a manual customer service end to obtain a first communication link; processing first power failure declaration information for the first user in accordance with the first communication link.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention 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 invention has been described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. 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.
While preferred embodiments of the present invention have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including preferred embodiments and all such alterations and modifications as fall within the scope of the invention.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present invention without departing from the spirit and scope of the invention. Thus, if such modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include such modifications and variations.

Claims (8)

1. A power system fault repair method based on remote customer service is applied to a power system fault repair device, and the method further comprises the following steps:
constructing a fault declaration keyword identification database, wherein the fault declaration keyword identification database is formed by collecting fault declaration keyword data sets;
obtaining first power failure declaration information of a first user;
inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information;
inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device;
feeding back the first declaration response information to the first user to obtain a first interaction service result;
judging whether first power failure declaration information of the first user is solved or not according to the first interaction service result;
if the first power failure declaration information of the first user is not solved, obtaining a first manual service instruction;
according to the first manual service instruction, performing communication link between a first user client and a manual customer service end to obtain a first communication link;
processing first power failure declaration information for the first user in accordance with the first communication link;
acquiring first reporting voice information according to the first power failure reporting information;
inputting the first declaration voice information into a semantic recognition database to obtain first service requirement information of the first user, wherein the semantic recognition database is contained in the remote customer service intelligent response system;
constructing a first VR interactive scene according to the first service demand information and the remote customer service intelligent response system;
obtaining a first service processing result according to the first VR interaction scene;
monitoring the interaction information in the first VR interaction scene in real time to obtain an actual interaction result;
judging whether the first service processing result is consistent with the actual interaction result or not;
if the first service processing result is consistent with the actual interaction result, obtaining a first end instruction;
according to the first end instruction, ending the first VR interaction scene.
2. The method of claim 1, wherein the method further comprises:
constructing a voice semantic conversion system which is in communication connection with the remote customer service intelligent response system;
acquiring first voice characteristic information of the first user according to the first declaration voice information;
judging whether the first voice characteristic information meets preset voice characteristic information or not;
if the first voice characteristic information does not meet the preset voice characteristic information, inputting the first declaration voice information into the voice semantic conversion system to obtain first conversion declaration semantic information;
and according to the first conversion declaration semantic information, the first user can report the first power failure information.
3. The method of claim 1, wherein the determining whether the first business process result and the actual interaction result are consistent further comprises:
if the first service processing result is not consistent with the actual interaction result, actual interaction voice information is obtained according to the actual interaction result;
acquiring first voice information of the first user and second voice information of the artificial customer service end according to the actual interactive voice information;
inputting the first voice information and the second voice information into a voice semantic retrieval model, and training the voice semantic retrieval model by using the identified preset voice semantic information to obtain a first retrieval result;
judging whether the first retrieval result meets the requirement of preset language expression or not;
if the first retrieval result does not meet the preset language expression requirement, obtaining a first correction instruction;
and correcting the first service processing result according to the first correction instruction.
4. The method of claim 3, wherein if the first search result does not meet the predetermined linguistic expression requirement, further comprising:
obtaining first preset semantic information and first time information according to the first voice information;
obtaining second preset semantic information and second time information according to the second voice information;
judging whether the second time information is before the first time information;
and if the second time information is before the first time information, uploading the second preset semantic information to a client evaluation system to obtain first evidence obtaining information.
5. The method of claim 4, wherein uploading the second predetermined semantic information to a customer rating system further comprises:
setting a predetermined context to acquire time information;
acquiring time information and the second preset semantic information according to the preset context to acquire second preset semantic context information;
obtaining personal ID information of the first user;
block chain encryption is carried out on the second preset semantic context information and the personal ID information to obtain a first user complaint block;
uploading the first user complaint block to the customer evaluation system.
6. The method of claim 3, wherein said inputting the first speech information and the second speech information into a speech semantic retrieval model, further comprises:
inputting the first voice information and the second voice information into a voice semantic retrieval model, wherein the voice semantic retrieval model is obtained by training multiple groups of training data, and each group of training data in the multiple groups of training data comprises: the first voice information, the second voice information and identification information for identifying preset voice semantics;
and obtaining a first retrieval result of the voice semantic retrieval model, wherein the first retrieval result is whether the predetermined voice semantic information appears in the first voice information and/or the second voice information.
7. A remote customer service based power system fault repair device, wherein the device comprises:
a first building unit: the first construction unit is used for constructing a fault declaration keyword identification database, and the fault declaration keyword identification database is formed by collecting fault declaration keyword data sets;
a first obtaining unit: the first obtaining unit is used for obtaining first power failure declaration information of a first user;
a first input unit: the first input unit is used for inputting the first power failure declaration information into the failure declaration keyword identification database to obtain first declaration keyword information;
a second input unit: the second input unit is used for inputting the first declaration keyword information into a remote customer service intelligent response system to obtain first declaration response information matched with the first declaration keyword information, wherein the remote customer service intelligent response system is in communication connection with the power system fault repair device;
a first feedback unit: the first feedback unit is used for feeding back the first declaration response information to the first user to obtain a first interactive service result;
a first judgment unit: the first judging unit is used for judging whether the first power failure declaration information of the first user is solved or not according to the first interactive service result;
a second obtaining unit: the second obtaining unit obtains a first manual service instruction if the first power failure declaration information of the first user is not solved;
a first linking unit: the first linking unit is used for performing communication linking on a first user client and an artificial customer service end according to the first artificial service instruction to obtain a first communication link;
a first processing unit: the first processing unit is used for processing first power failure declaration information of the first user according to the first communication link;
a third obtaining unit: the third obtaining unit is used for obtaining first reporting voice information according to the first power failure reporting information;
a third input unit: the third input unit is configured to input the first declaration voice information into a semantic recognition database to obtain first service requirement information of the first user, where the semantic recognition database is included in the remote customer service intelligent response system;
a second building element: the second construction unit is used for constructing a first VR interactive scene according to the first service demand information and the remote customer service intelligent response system;
a fourth obtaining unit: the fourth obtaining unit is configured to obtain a first service processing result according to the first VR interaction scenario;
a first monitoring unit: the first monitoring unit is used for monitoring the interaction information in the first VR interaction scene in real time to obtain an actual interaction result;
a second judgment unit: the second judging unit is used for judging whether the first service processing result is consistent with the actual interaction result;
a fifth obtaining unit: the fifth obtaining unit is configured to obtain a first end instruction if the first service processing result is consistent with the actual interaction result;
a first end unit: the first end unit is configured to end the first VR interactive scene according to the first end instruction.
8. A remote customer service based power system troubleshooting apparatus comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein the processor implements the steps of the method of any one of claims 1-6 when executing the program.
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