人工智能驱动下供电营业厅服务水平多维评测方法  

Multi-dimensional evaluation method of service level of power supply business hall driven by Artificial Intelligence

作　　者：何容 段凯 李靖 钟爱 梁硕 HE Rong;DUAN Kai;LI Jing;ZHONG Ai;LIANG Shuo(Marketing Service Center of State Grid Chongqing Electric Power Company,Chongqing 400015,China;Beijing CLP Puhua Information Technology Co.,Ltd.,Beijing 100085,China)

机构地区：[1]国网重庆市电力公司营销服务中心,重庆400015 [2]北京中电普华信息技术有限公司,北京100085

出　　处：《信息技术》2025年第2期130-135,143,共7页Information Technology

摘　　要：为确保供电营业厅服务水平多维评测效果,提出研究人工智能驱动下供电营业厅服务水平多维评测方法。在人工智能驱动下,构建供电营业厅服务水平多维评测指标体系。采用主成分分析法,预处理供电营业厅服务水平多维评测指标数据。通过改进AHP算法,求解供电营业厅服务水平多维评测指标。按照最大隶属度规则,分析供电营业厅服务水平评测结果,选取最高隶属度,实现供电营业厅服务水平多维评测。实验结果显示:该方法一级和二级测评指标中最重要的指标分别为用户满意度和服务员工态度,且供电营业厅服务水平多维评测结果为优。To ensure the multi-dimensional evaluation effect of the service level of the power supply business hall,a multi-dimensional evaluation method for the service level of the power supply business hall driven by Artificial Intelligence(AI)is studied.Driven by AI,a multi-dimensional evaluation index system for the service level of power supply business halls is constructed.The principal component analysis is adopted to pre-process multi-dimensional evaluation index data of the service level of the power supply business hall,the AHP algorithm is improved to solve the multi-dimensional evaluation index of the service level of the power supply business hall.According to the maximum membership grade and rule,the service level evaluation results of the power supply business hall are analyzed,the maximum degree of membership is selected to achieve multi-dimensional evaluation of the service level of the power supply business hall.The experiment results show that the most important indicators in the primary and secondary evaluation indicators of this method are user satisfaction and service employee attitude,respectively,and the multi-dimensional evaluation results of the service level of the power supply business hall are excellent.

关 键 词：人工智能 供电营业厅 服务水平 多维评测 主成分分析 

分 类 号：TM715[电气工程—电力系统及自动化] F274[经济管理—企业管理]