一种基于用电采集综合信息的客户侧低压用户故障辅助研判方法  

Auxiliary Study and Judgment of Customer-side Low-voltage User FaultsBased on Electricity Consumption Information

作　　者：刘勃 李玮 张莉 何学东 宋鹏飞 LIU Bo;LI Wei;ZHANG Li;HE Xuedong;SONG Pengfei(Customer Service Center of State Grid Co.,Ltd.,Tianjin 300000,China)

机构地区：[1]国家电网有限公司客户服务中心,天津300000

出　　处：《微型电脑应用》2023年第10期114-117,共4页Microcomputer Applications

摘　　要：随着用电信息采集系统的功能完善和广泛应用,为了进一步提高问题分类准确性和问题在线解决能力,提升客户服务质量,构建了电力行业呼叫中心低压用户故障辅助研判模型。基于采集系统的综合信息,实现辅助分析客户报修话务问题、智能研判客户一段时间内实际停电次数、协助客户排查欠费停电及复电情况、准确定位客户停电原因等客户诉求。为客户服务提供一种快速响应模式,提升客户服务能效、降低服务成本。With the improvement and wide application of electricity information acquisition system,in order to further improve the accuracy of problem classification and online problem-solving ability,improve customer service quality,we construct a fault auxiliary model in the power industry call center for low voltage uses.The comprehensive information acquisition system realizes the auxiliary analysis customer service traffic problems,and to analyzes customer actual outage times over a period of time,helps customers to understand owed payment and complex situation,accurate positions customer caused the outage of customer demands.It may provide a quick response mode for customer service,improve the efficiency of customer service and reduce service cost.

关 键 词：电力行业 呼叫中心 低压用户 故障报修 

分 类 号：TM732[电气工程—电力系统及自动化]