客户诉求下的服务风险自动化防控平台设计  

Design of Service Risk Automatic Prevention and Control Platform Based on Customer Appeal Modeling and Analysis

作　　者：张运 王馨嫣 张松 史江凌 王峥[2] ZHANG Yun;WANG Xin-yan;ZHANG Song;SHI Jiang-ling;WANG Zheng(State Grid Beijing Tongzhou Power Supply Company,Beijing 100027 China;State Grid Beijing Electric Power Company,Beijing 100032 China)

机构地区：[1]国网北京通州供电公司,北京100027 [2]国网北京市电力公司,北京100032

出　　处：《自动化技术与应用》2024年第1期174-177,共4页Techniques of Automation and Applications

摘　　要：目前的服务风险自动化防控平台没有考虑客户诉求,无法满足性能指标要求。为此提出客户诉求分析下的服务风险自动化防控平台设计方法。采用角色模板、模糊聚类和角色分析等方法建立用户需求模型,对用户的诉求进行分析;设计服务风险自动化防控平台的整体架构,并利用J2EE技术设计服务风险自动化防控平台的物理架构,实现服务风险的自动化防控。测试结果表明,设计的平台在混合压力下平均响应时间低于1.958 s,稳定性测试下平均响应时间低于3 s,两种测试的交易成功率均为100%。该平台符合性能指标要求。The current service risk automation prevention and control platform does not account customer demands and cannot meet the requirements of performance indicators.This paper proposes the design method of service risk automation prevention and control platform under customer demand modeling and analysis.Establish role template,fuzzy clustering and role analysis to analyze user demands,design the overall architecture of service risk prevention and control platform,and use J2EE technology to design the physical architecture of control platform to realize automatic prevention and control of service risk.The test results show that the designed platform had an average response time below 1.958s under mixed pressure,below 3s under stability tests,and a transaction success rate of 100%for both tests.The platform meets the performance indicator requirements.

关 键 词：客户诉求 用户需求模型 服务风险 防控平台设计 J2EE技术 

分 类 号：TP181[自动化与计算机技术—控制理论与控制工程] TP391[自动化与计算机技术—控制科学与工程]