Name
Title | ||
|---|---|---|
Research and Application of Intelligent Order Making System for Electric Power Customer Service |
Abstract | ||
|---|---|---|
Electric power is the most important energy power in production and life, and electric power customer service is the window of external service communication for electric power enterprises. The customer service center of State Grid Co., Ltd. is responsible for accepting the demands of more than 1 billion customers in provinces and municipalities within the power supply scope of the company, such as electricity business consultation, fault report, complaints, reports and opinions. The accepted contents will be transferred to the follow-up processing personnel in the form of work orders, and the number of documents made is huge. At present, after a customer calls 95598, the customer service specialist needs to record the customer's personal information and his or her demands while answering the phone. In order to reduce the working pressure of customer service specialists, improve the quality and efficiency of work, and achieve the purpose of reducing cost and increasing efficiency, this paper proposes an automatic order making method, which can help achieve the loading of work orders by classifying the businesses of service dialogues, and then realizes the generation of work orders through the slot filling method of work order elements. The method proposed in this paper significantly improves the accuracy of business classification, and finally achieves 75.5% accuracy of production work order, which is helpful to simplify the service process of front-line personnel and save work costs. |
Year | DOI | Venue |
|---|---|---|
2021 | 10.1145/3469213.3470419 | PROCEEDINGS OF 2021 2ND INTERNATIONAL CONFERENCE ON ARTIFICIAL INTELLIGENCE AND INFORMATION SYSTEMS (ICAIIS '21) |
Keywords | DocType | Citations |
Electric power customer service, Business classification, Work order, Hierarchical attention model, Transfer learning, Multitask learning | Conference | 0 |
PageRank | References | Authors |
0.34 | 0 | 6 |