CN109740928A - Electric power consultation service treating method and apparatus - Google Patents

Electric power consultation service treating method and apparatus Download PDF

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Publication number
CN109740928A
CN109740928A CN201811642793.1A CN201811642793A CN109740928A CN 109740928 A CN109740928 A CN 109740928A CN 201811642793 A CN201811642793 A CN 201811642793A CN 109740928 A CN109740928 A CN 109740928A
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CN
China
Prior art keywords
power
business
service
target
user
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
CN201811642793.1A
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Chinese (zh)
Inventor
林鸿
张千福
***
刘迪
杨旭升
欧阳红
袁葆
吴佐平
赵加奎
黄晓光
邱镇
陈雁
张明珠
刘俊玲
曹璐
闫芙蓉
洪杨
刘玉玺
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
State Grid Corp of China SGCC
State Grid Information and Telecommunication Co Ltd
Beijing China Power Information Technology Co Ltd
Original Assignee
State Grid Corp of China SGCC
State Grid Information and Telecommunication Co Ltd
Beijing China Power Information Technology Co Ltd
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Application filed by State Grid Corp of China SGCC, State Grid Information and Telecommunication Co Ltd, Beijing China Power Information Technology Co Ltd filed Critical State Grid Corp of China SGCC
Priority to CN201811642793.1A priority Critical patent/CN109740928A/en
Publication of CN109740928A publication Critical patent/CN109740928A/en
Pending legal-status Critical Current

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    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
    • Y02E—REDUCTION OF GREENHOUSE GAS [GHG] EMISSIONS, RELATED TO ENERGY GENERATION, TRANSMISSION OR DISTRIBUTION
    • Y02E40/00—Technologies for an efficient electrical power generation, transmission or distribution
    • Y02E40/70—Smart grids as climate change mitigation technology in the energy generation sector
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
    • Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
    • Y02P80/00—Climate change mitigation technologies for sector-wide applications
    • Y02P80/10—Efficient use of energy, e.g. using compressed air or pressurized fluid as energy carrier
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
    • Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
    • Y04S10/00—Systems supporting electrical power generation, transmission or distribution
    • Y04S10/50—Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
    • Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
    • Y04S50/00—Market activities related to the operation of systems integrating technologies related to power network operation or related to communication or information technologies
    • Y04S50/14—Marketing, i.e. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards

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  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

This application discloses a kind of electric power consultation service treating method and apparatus, are applied to electric intelligent server, this method comprises: obtaining the power business consultation information that user is sent by user terminal；Determine the target power class of service of the power business consultation information；Successively at least one information input prompt corresponding with the target power class of service is exported to the user terminal；Target query parameter set of the user according at least one information input prompt input is obtained, which includes at least one target query parameter；From power business database obtain belong to the target power class of service and with the matched power business data of at least one target query parameter；The power business data are fed back to the user terminal.The scheme of the application is conducive to improve the timeliness of processing business consulting, and is conducive to improve the efficiency of the business consultation of power grid enterprises' processing power customer.

Description

Electric power consultation service treating method and apparatus
Technical field
This application involves intelligent Service technical field, more specifically to a kind of electric power consultation service processing method and Device.
Background technique
Power grid enterprises have been set up diversified electronic service channel to adapt to power customer service development trend, So as to more preferably power customer service.Such as, electrical power services channel can also include i.e. other than conventional phone and short message mode When communication, website etc..
Power customer (such as staff of power consumer or electricity consumption enterprise) can pass through these electronic service channels Business consultation is initiated to power grid enterprises, and corresponding to power customer feedback for business consultation from the attendant of power grid enterprises Seek advice from result.However, the attendant due to power grid enterprises is very limited, when there are the business of a large amount of power customers in the short time When consulting, attendant is difficult quick response business consultation, not in time so as to cause business consultation reflection, so that power customer etc. Time to problem feedback is longer.
Summary of the invention
The purpose of the application is to provide a kind of electric power consultation service treating method and apparatus, to be conducive to improve processing business The timeliness of consulting, and be conducive to improve the efficiency of the business consultation of power grid enterprises' processing power customer.
To achieve the above object, this application provides following technical solutions:
On the one hand, this application provides a kind of electric power consultation service processing methods, are applied to electric intelligent server, packet It includes:
It obtains user and passes through the power business consultation information that user terminal is sent to the electric intelligent server；
Determine that the power business consultation information requests the target power class of service of consulting；
Successively at least one information input corresponding with the target power class of service is exported to the user terminal to mention Show, the information input prompt is for prompting user to input needed for the business consultation for solving the target power class of service extremely One item missing query argument；
Obtain target query parameter set of the user according at least one information input prompt input, the target query Parameter set includes at least one target query parameter；
It is obtained from power business database and belongs to the target power class of service and looked into at least one described target Ask the matched power business data of parameter；
The power business data are fed back to the user terminal.
Preferably, it is described successively to the user terminal output it is corresponding with the target power class of service at least one Information input prompt, comprising:
From the business of preset multiple power business classifications guidance rule, it is corresponding to obtain the target power class of service Target service guide rule, target service guidance rule includes at least: solving the industry of the target power class of service At least one query argument information that user needed for business is seeked advice from submits；
Rule is guided according to the target service, successively at least one described query argument letter of user terminal output Cease corresponding information input prompt.
Preferably, described from power business database obtain belong to the target power class of service and with it is described to Before few matched power business data of a target query parameter, further includes:
To user terminal output identity input prompt, the identity input prompt is tested for prompting user to input identity Demonstrate,prove information；
Obtain the authentication information that user is inputted by the user terminal；
It is described from power business database obtain belong to the target power class of service and at least one described mesh Mark the matched power business data of query argument, comprising:
After the authentication information inputted to user is verified, is obtained from power business database and belong to institute State target power class of service and with the matched power business data of at least one target query parameter.
Preferably, the power business consulting for obtaining user and being sent by user terminal to the electric intelligent server Information, comprising:
It obtains user and passes through the service message that user terminal is sent to the electric intelligent server；
Detect the keyword whether seeked advice from comprising belonging to power business in the service message；
When the keyword in the service message comprising belonging to power business consulting, the content of the service message is determined For power business consultation information.
Preferably, the keyword whether seeked advice from comprising belonging to power business in the detection service message, comprising:
Determine the corresponding text sentence of the service message；
According to the electric power knowledge mapping constructed in advance, the text sentence is segmented, to obtain the text sentence At least one corresponding participle, wherein the electric power knowledge mapping is the knowledge mapping constructed based on power business data；
According to the electric power knowledge mapping, it whether there is at least one described participle of retrieval and belong to power business consulting Keyword.
Preferably, this method further include:
When not including the keyword for belonging to power business consulting in the service message, detecting in the service message is The no keyword comprising belonging to electric power knowledge；
When the keyword in the service message comprising belonging to electric power knowledge, belong to according to include in the service message The keyword of electric power knowledge detects at least one electricity with the Keywords matching for belonging to electric power knowledge from electric power knowledge base Power knowledge information, and at least one electric power knowledge information is fed back into the user terminal；
When not including the keyword for belonging to electric power knowledge in the service message, the service message is determined as chatting Class message, the matching return information corresponding with the service message from chat corpus, and the reply matched is believed Breath feeds back to the user terminal.
Preferably, the target power class of service belong to preset electricity consumption inquiry business, electricity cost inquiry business, Electricity charge inquiry into balance business, step price inquiry business, paying electric charge inquiry business, power customer base profile inquiry business, Scheduled outage inquiry business and electric power apply to install one of process progress queries business；
When the target power class of service is that electricity consumption inquiry business, electricity cost inquiry business or paying electric charge are looked into When inquiry business, the target service guidance rule includes at least: prompt user inputs the account information of power customer to be checked And prompt user inputs Query Dates to be checked；
When the target power class of service is electricity charge inquiry into balance business, step price inquiry business or power customer When base profile inquiry business, the target service guidance rule includes at least: prompt user inputs power customer to be checked Account information；
When the target power class of service is scheduled outage inquiry business, the target service guidance rule is at least wrapped Include: prompt user inputs the address information of power failure plan to be checked；
When the target power class of service is that electric power applies to install process progress queries business, the target service guidance rule Then include at least: prompt user inputs the process encoding that electric power to be checked applies to install progress.
Preferably, this method further include:
When detect currently meet manual switching condition when, the user terminal of the user is directed to the clothes of manual service Business platform, to provide electric power consultation service by the user manually for the user terminal.
Another aspect, present invention also provides a kind of electric power consultation service processing units, are applied to electric intelligent server, Include:
Information acquisition unit passes through the electric power industry that user terminal is sent to the electric intelligent server for obtaining user Business consultation information；
Classification determination unit, for determining that the power business consultation information requests the target power service class of consulting Not；
Output unit is prompted, is exported for successively to the user terminal corresponding extremely with the target power class of service Few information input prompt, the information input prompt solve the target power class of service for prompting user to input Query argument at least one of needed for business consultation；
Parameter acquiring unit, for obtaining target query ginseng of the user according at least one information input prompt input Manifold, the target query parameter set include at least one target query parameter；
Data query unit, for from power business database obtain belong to the target power class of service and with institute State the matched power business data of at least one target query parameter；
Data feedback unit, for feeding back the power business data to the user terminal.
Preferably, the prompt output unit, comprising:
Rule match subelement, for being guided in rule from the business of preset multiple power business classifications, described in acquisition The corresponding target service guidance rule of target power class of service, the target service guidance rule include at least: described in solution At least one query argument information that user needed for the business consultation of target power class of service submits；
Prompt output subelement successively exports institute to the user terminal for guiding rule according to the target service State the corresponding information input prompt of at least one query argument information.
By above scheme it is found that user can be by user terminal to electric intelligent server in the embodiment of the present application Power business consultation information is sent, and the electric intelligent server can request consulting according to the power business consultation information Power business classification, at least one query argument needed for prompting user to input the business consultation for solving the power business classification, In this way, target query parameter and the electricity class of service that electric intelligent server is inputted according to user, can inquire Power business data needed for user, realizing through electric intelligent server is that user solves power business counseling services, from And power grid enterprises can be advantageously allowed while handling a large number of services consulting, be conducive to the efficiency for improving business consultation processing, subtract Waiting time needed for few power customer consultation service information.
Detailed description of the invention
In order to illustrate the technical solutions in the embodiments of the present application or in the prior art more clearly, to embodiment or will show below There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is only this Some embodiments of application for those of ordinary skill in the art without creative efforts, can be with It obtains other drawings based on these drawings.
Fig. 1 is a kind of a kind of flow diagram of electric power consultation service processing method provided by the embodiments of the present application；
Fig. 2 is a kind of another flow diagram of electric power consultation service processing method provided by the embodiments of the present application；
Fig. 3 is a kind of a kind of composed structure schematic diagram of electric power consultation service processing unit provided by the embodiments of the present application.
Specification and claims and term " first " in above-mentioned attached drawing, " second ", " third " " the 4th " etc. (if In the presence of) it is part for distinguishing similar, without being used to describe a particular order or precedence order.It should be understood that using in this way Data be interchangeable under appropriate circumstances, so that embodiments herein described herein can be in addition to illustrating herein Sequence in addition is implemented.
Specific embodiment
The electric power consultation service processing method of the embodiment of the present application can be applied to electric intelligent server, the electric intelligent Server can be the server that power grid enterprises are separately provided, and be also possible to the electric intelligent server of power grid enterprises' setting Any one server in cluster.It may be implemented to utilize one by the electric power consultation service processing method of the embodiment of the present application Or the business consultation that multiple servers processing power customer is sent, and the industry for handling multiple power customers that can be parallel simultaneously Business consultation information is conducive to the treatment effeciency for improving business consultation.
Meanwhile the business consultation information of power customer is handled using electric intelligent server, it can both reduce electric power visitor Wait in line the waiting time needed for manually providing counseling services in family；It can also substitute and manually reply what different power customers proposed Repeated problem advantageously reduces the workload of client personnel in power grid enterprises, and then reduces the consumption of human resources.
Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete Site preparation description, it is clear that described embodiments are only a part of embodiments of the present application, instead of all the embodiments.It is based on Embodiment in the application, those of ordinary skill in the art are obtained every other under that premise of not paying creative labor Embodiment shall fall in the protection scope of this application.
Such as Fig. 1, it illustrates a kind of flow diagrams of electric power consultation service processing method one embodiment of the application, originally Embodiment can be applied to the electric intelligent server in independent electric intelligent server or electric intelligent server cluster. The method of the present embodiment may include:
S101 obtains user and passes through the power business consultation information that user terminal is sent to electric intelligent server.
In the embodiment of the present application, user is by the user terminal access electric intelligent server, with to the electric intelligent Server sends the relevant power business consultation information of electric power, to realize the intelligent answer skill based on the electric intelligent server Art is user feedback data relevant to the power business that the user seeks advice from.
Wherein, user by way of user terminal access electric intelligent server can there are many, e.g., user can lead to The browser crossed on the user terminal logs in electric intelligent server, and sends the power business consultation information, such as pass through net The forms such as page or public platform log in electric intelligent server.Alternatively, being equipped on user terminal and electric intelligent server phase Corresponding electric intelligent is served by, and user is served by by the electric intelligent on the user terminal and logs in the electric intelligent Server.Certainly, in practical applications, other modes can also realize the communication link of user terminal and electric intelligent server It connects, the application is without restriction to specific implementation.
Wherein, which is the relevant consultation information of power business that user requests consulting.Such as, electric power Business consultation information can be for for electricity service condition, electricity charge service condition, electricity charge remaining sum, electricity remaining sum, paying electric charge feelings The consultation information of condition, the base profile information of power customer etc. business.
In the embodiment of the present application, user send power business consultation information form can there are many, such as can be The power business consultation information of speech form, power business consultation information of written form etc..
Wherein, in order to identify the particular content of power business consultation information, the application can use the power business of building Relevant knowledge mapping, and search engine is combined to carry out semantic analysis, the final power business consultation information for determining user and sending Particular content.
It should be noted that since power grid enterprises not only can provide electricity involved by the family for each family Take, the inquiry of the power businesses such as electricity, the electric power industry such as electricity, electricity, power construction progress can also be provided for enterprise, community etc. It is engaged in relevant inquiry, therefore, the user in the present embodiment can be the corresponding users of units such as family, enterprise or community.
S102 determines that the power business consultation information requests the target power class of service of consulting.
It is understood that the Category of consulting for the power business that the electric intelligent server is serviced can there are many, and The treatment process of the business consultation of every kind of power business classification and the foundation information for needing user to provide needed for inquiring also have Institute is different, and therefore, it is necessary to first determine power business classification corresponding to the power business consultation information currently got.
Wherein, for the ease of distinguishing, in the embodiment of the present application, the corresponding electric power of power business consultation information that will acquire Class of service is known as target power class of service.
It, can there are many draw it is understood that according to the difference of provided business consultation information in power industry Separate service class otherwise, can specifically be set according to practical application scene.
Optionally, the information type of inquiry is requested business consultation to be divided into four according to the business consultation of power industry Big classification is respectively as follows: the inquiry of electricity class, the inquiry of archives class, the inquiry of outage information class and the inquiry of business progress class.
Wherein, electricity class inquiry may include: electricity consumption inquiry business, electricity cost inquiry business, electricity charge inquiry into balance Business, step price inquiry business and paying electric charge inquiry business etc..Such as, electricity consumption inquiry business is for inquiring power customer Electricity consumption or the user volume situation of designated time period etc.；Electricity cost inquiry business be used for inquire power customer it is specified when Between electricity cost in section situations such as；The electricity charge inquiry into balance business can be used for inquiring the current electricity charge remaining sum etc. of power customer Relevant information；The step price inquiry business can be used for inquiring the step price and step price that power customer is presently in The relevant informations such as surplus；The paying electric charge inquiry business can be used for inquiring paid-up electricity charge record etc. in designated time period Information.
Archives class inquiry may include: power customer base profile inquiry business.The power customer basis current queries Business can inquire the related current information for the power customer that power customer is retained in power grid enterprises.
Outage information class inquiry may include: scheduled outage inquiry business.The scheduled outage inquiry business can be used for Inquire the scheduled outage situation of power customer position region or specified location area.
Business progress class inquiry may include: that electric power applies to install process progress queries business.The electric power applies to install process progress Inquiry business can inquire the relevant informations such as the process progress of power construction process that power customer has been applied to install.
Correspondingly, the target power class of service can be to belong to preset electricity consumption inquiry industry in the embodiment of the present application Business, electricity cost inquiry business, electricity charge inquiry into balance business, step price inquiry business, paying electric charge inquiry business, electric power visitor Family base profile inquiry business, scheduled outage inquiry business and electric power apply to install one of process progress queries business.
S103 successively exports at least one information input corresponding with the target power class of service to the user terminal and mentions Show.
Wherein, information input prompt is for prompting user to input the business consultation institute of the solution target power class of service At least one query argument needed.
Wherein, which is inquiry and foundation needed for the matched data of business consultation of the target power class of service Parameter.Such as, query argument can be the customer ID of power customer, the time segment information of required inquiry or required inquiry report The process encoding etc. of threading degree.
It is understood that the parameter of the foundation as needed for the business consultation of processing different target power business classification is not Together, therefore, the prompt of information input corresponding to different power business classifications would also vary from, e.g., some power business classifications It may only need according to some query argument, data needed for the business consultation of the power business classification can be got；And Some power business classifications may then need to refer to multiple queries parameter, can just inquire required data.
Correspondingly, each power business classification can correspond to the prompt of one or more information input, and an information is defeated Entering prompt can prompt user to input one or more query argument.
It is understood that electric intelligent server can be sequentially output at least one information input prompt in order, So that user successively inputs corresponding query argument according at least one information input prompt.Optionally, in order to improve interaction Property, electric intelligent system can determine current target to be output according to the output sequence that at least one information input prompts Information input prompt, and target information input prompt is output to user terminal；And the target information is based on getting user After the query argument of input prompt feedback, then determine that next target information input to be output is prompted and exported to user's end End, until all information input prompts of institute are exported.
Optionally, it is contemplated that query argument needed for handling different power business classifications and processing power business classification Process handled by business consultation also difference can also can be directed to different power businesses in the embodiment of the present application in advance Classification is arranged business and guides rule.Wherein, the corresponding business guidance rule of every kind of power business classification includes at least: solving the electricity At least one query argument information that user needed for the business consultation of power class of service submits.
Correspondingly, can guide in rule from the business of preset multiple power business classifications, the target power industry is obtained The corresponding target service guidance rule of classification of being engaged in.Then, rule is guided according to the target service, it successively should to user terminal output Information input needed for being somebody's turn to do at least one query argument information in target service guidance rule prompts.
It is understood that target service guidance rule not only may include for prompting the information input of user's input to mention Show, can also include should at least one of information input prompt corresponding output sequence, and control to export information input prompt The dependency rules such as specific steps.
S104 obtains target query parameter set of the user according at least one information input prompt input.
Wherein, which includes at least one target query parameter.
Wherein, for the ease of distinguishing, the query argument that user inputs is known as target query parameter.Such as, target query is joined Number can be the identification number of the power customer of user's input, service inquiry targeted period etc..
S105 is obtained from power business database and is belonged to the target power class of service and look into at least one target Ask the matched power business data of parameter.
Wherein, electricity consumption, electricity cost involved in power grid enterprises can store, more than the electricity charge in the power business database Business datum involved by the power businesses such as volume.
The power business database can be located in the electric intelligent server, be also possible to be located at independently of the electric power intelligence Can server and in the storage equipment that is separately provided.
It is understood that according to the corresponding target power class of service of the power business consultation information, it can be from the electricity All business datums for belonging to the target power class of service are determined in power service database, meanwhile, it is inputted in conjunction with user At least one target query parameter can obtain the power business for meeting user query demand under the target power class of service Data.
Such as, by taking target power class of service is electricity charge inquiry into balance business as an example, the power business data can be inquired The electricity charge remaining sum of all power customers recorded in library records, in this way, in the use of the power customer inputted according to the current user Family mark and query time section, can inquire the power customer corresponding electricity charge remaining sum number in the query time section According to.
It optionally,, should before inquiring the power business data in order to guarantee the different respective data-privacies of power customer Electric intelligent server can also export identity input prompt to the user terminal, and identity input prompt is for prompting user defeated Enter authentication information.Correspondingly, the electric intelligent server can obtain the authentication that user is inputted by the user terminal Information, and after the authentication information inputted to the user is verified, acquisition belong to the target power class of service and with The matched power business data of at least one target query parameter.
Wherein, authentication information can for the verifying password of power customer of power business data to be checked, identity card, Fingerprint, vocal print etc. can characterize the information of power customer identity.Correspondingly, the electric intelligent server authentication authentication information The information for belonging to the power customer authorization of power business data to be checked, then be verified.
S106 feeds back the power business data to the user terminal.
Such as, the power business data are exported into the display interface of user terminal, so that user can view the electricity Power business datum.
As it can be seen that user can send power business to electric intelligent server by user terminal in the embodiment of the present application Consultation information, and the electric intelligent server can request the power business class of consulting according to the power business consultation information Not, at least one query argument needed for prompt user inputs the business consultation for solving the power business classification, in this way, electric power intelligence The target query parameter and the electricity class of service that energy server is inputted according to user, electricity needed for user can be inquired Power business datum, realizing through electric intelligent server is that user solves power business counseling services, so as to be conducive to So that power grid enterprises handle a large number of services consulting simultaneously, be conducive to the efficiency for improving business consultation processing, reduce power customer and consult Waiting time needed for asking business information.
Business consultation service is provided to power customer simultaneously as can use electric intelligent server, can be conducive to It reduces artificial customer service to repeat to reply the repeated problem that different power customers provide, and since part can be improved in electrical power services device Artificial customer service reduces human resources consumption from the quantity for advantageously reducing artificial customer service.
In order to facilitate understanding in embodiment, user input query information is prompted based on target power class of service, and obtain The process of the query information of user's input illustrates that this 8 kinds are inquired so that power business classification includes 8 kinds of inquiry businesses as an example below Business be respectively as follows: electricity consumption inquiry business, electricity cost inquiry business, electricity charge inquiry into balance business, step price inquiry business, Paying electric charge inquiry business, power customer base profile inquiry business, scheduled outage inquiry business and electric power apply to install process into Spend inquiry business.
Correspondingly, target power class of service may belong to one in above eight kinds of inquiry businesses in the embodiment of the present application Kind.
Wherein, when target power class of service difference, target service guidance rule be would also vary from.Divide feelings below Condition explanation:
(1), electricity consumption inquiry business:
When target power class of service is electricity consumption inquiry business, target service guidance rule is included at least: prompt User inputs the account information of power customer to be checked and prompt user inputs Query Dates to be checked.Certainly, the mesh Mark business guidance rule further comprises the sequence and prompt output condition that prompt user inputs account information and Query Dates, It can also include the rule searching etc. of the inquiry power business data after getting query argument.
It such as, can be successively after determining that the power business consultation information of user's input belongs to electricity consumption inquiry business It performs the following operations:
Firstly, inputting prompt information to user terminal output account, account input prompt information is for prompting user defeated Enter the account information of the power customer of electricity consumption to be checked.
Wherein, if electric intelligent server detects that the user belongs to the power customer of registered binding, the account Input prompt information can be confirmed whether the electricity consumption of the power customer of inquiry binding for prompt user.And if user's confirmation is looked into Ask the electricity consumption for the power customer bound, then the electric power visitor that the account for the power customer bound the user is inputted as user The account information at family；If it is confirmed that user needs to inquire the electricity consumption of other power customers, then electric intelligent server can prompt User inputs the account information of power customer to be checked.
Wherein, the account information of the power customer can be the equal identification informations in family number of power customer.
Secondly, electric intelligent server confirmation get user input power customer account information when, can to Family terminal exports the prompt information for prompting the input inquiry date.
Such as, electric intelligent server obtain user binding power customer account information or user input other not After the account information of the power customer of binding, output prompts the prompt information of the date informations such as user input query year, moon.
Finally, the electricity consumption data that electric intelligent server can be recorded from power business database, inquiry and electric power visitor Electricity consumption data of the corresponding power customer of the account information at family in the Query Dates.
(2), electricity cost inquiry business:
When target power class of service is electricity cost inquiry business, target service guidance rule is included at least: mentioning Show that user inputs the account information of power customer to be checked and prompt user inputs Query Dates to be checked.With front class Seemingly, target service guidance rule further comprises prompt user and inputs the sequence of account information and Query Dates and prompt defeated Condition out can also include the rule searching etc. of the inquiry power business data after getting query argument.
Such as, after determining that the power business consultation information of user's input belongs to electricity cost inquiry business, Ke Yiyi It is secondary to perform the following operations:
Firstly, inputting prompt information to user terminal output account, account input prompt information is for prompting user defeated Enter the account information of the power customer of electricity cost to be checked.
Wherein, if electric intelligent server detects that the user belongs to the power customer of registered binding, the account Input prompt information can be confirmed whether the electricity cost of the power customer of inquiry binding for prompt user, and if user confirms Inquire the electricity cost for the power customer bound, the then electricity that the account for the power customer bound the user is inputted as user The account information of power client；If it is confirmed that user needs to inquire the electricity cost of other power customers, then electric intelligent server User can be prompted to input the account information of power customer to be checked.
Secondly, electric intelligent server confirmation get user input power customer account information when, can to Family terminal exports the prompt information for prompting the input inquiry date.
The specific process such as the inquiry of front electricity consumption is similar.
Finally, in the electricity cost data that electric intelligent server can be recorded from power business database, inquiry and electricity Electricity cost data of the corresponding power customer of the account information of power client in the Query Dates.
(3), electricity charge inquiry into balance business
When target power class of service is electricity charge inquiry into balance business, target service guidance rule is included at least: mentioning Show that user inputs the account information of power customer to be checked.Certainly, target service guidance rule, which further comprises to get, looks into Ask the rule searching etc. of the inquiry electricity charge balance data after parameter.
It such as, can be with after determining that the power business consultation information of user's input belongs to electricity charge remaining sum inquiry business Successively perform the following operations:
Firstly, inputting prompt information to user terminal output account, account input prompt information is for prompting user defeated Enter the account information of the power customer of electricity charge remaining sum to be checked.
Wherein, if electric intelligent server detects that the user belongs to the power customer of registered binding, the account Input prompt information can be confirmed whether the electricity charge remaining sum of the power customer of inquiry binding for prompt user, and if user confirms Inquire the electricity charge remaining sum for the power customer bound, the then electricity that the account for the power customer bound the user is inputted as user The account information of power client；If it is confirmed that user needs to inquire the electricity cost of other power customers, then electric intelligent server User can be prompted to input the account information of power customer to be checked.
Secondly, electric intelligent server can be inquired from power business database it is corresponding with the account information of the power customer Electricity charge balance data.
(4), step price inquiry business:
When target power class of service is step price inquiry business, target service guidance rule is included at least: prompt User inputs the account information of power customer to be checked.
Wherein, the account information of power customer needed for prompting user query step price, and based on power customer The process that account information inquires the step price data of the power customer is similar to the processing process of electricity charge remaining sum business, herein not It repeats again.
Wherein, step price data may include: to add up electricity consumption, step price remaining sum and electricity price information etc. in year.
(5), paying electric charge inquiry business:
When the target power class of service is paying electric charge inquiry business, target service guidance rule is included at least: mentioning Show that user inputs the account information of power customer to be checked and prompt user inputs Query Dates to be checked.
Correspondingly, behaviour performed by target service guidance rule of the electric intelligent server based on electric power payment inquiry business It is similar to treatment process of the front to electricity consumption inquiry business to make process, details are not described herein.
(6), power customer base profile inquiry business:
When target power class of service is power customer base profile inquiry business, target service guidance rule is at least It include: the account information for prompting user to input power customer to be checked.
Wherein, the process that electric intelligent server prompts user inputs the account information of the power customer of archives to be checked can It is similar with the process for inputting the account information of the power customer of electricity charge remaining sum to be checked referring to front prompt user, it is no longer superfluous herein It states.
Correspondingly, electric intelligent server can inquire the electricity of the power customer according to the account information of power customer The base profiles information such as power customer number, the electricity consumption address of power customer, electricity consumption classification, electricity price classification, and feed back to the user Terminal.
(7), scheduled outage inquiry business:
When target power class of service is scheduled outage inquiry business, target service guidance rule is included at least: mentioning Show that user inputs the address information of power failure plan to be checked.
Such as, after determining that the power business consultation information of user's input belongs to scheduled outage inquiry business, Ke Yiyi It is secondary to perform the following operations:
It is prompted firstly, being inputted to user terminal output address, address input prompt is for prompting user's input electric power objective The address information at family.
Wherein, if electric intelligent server detects that the user belongs to the power customer of registered binding, the address Input prompt information can be confirmed whether the corresponding power failure plan of power customer address of inquiry binding for prompt user.And If user confirms the corresponding power failure plan of power customer address that inquiry has been bound, the electric power which is bound is objective The address information for the power customer that the address information at family is inputted as user；If it is confirmed that user needs to inquire stopping for other addresses Electricity plan, then electric intelligent server can prompt user to input address information to be checked.
Secondly, electric intelligent server confirmation get user input address information when, then from power business data The power failure of library record in the works, inquires the power failure planning data in address area pointed by the address information.
Wherein, which may include scheduled outage information, fault outage information and temporary interruption information Etc..
(8), electric power applies to install process progress queries business:
When target power class of service is that electric power applies to install process progress queries business, target service guidance rule is at least It include: that prompt user inputs the process encoding that electric power to be checked applies to install progress.
Such as, determine user input power business consultation information belong to electric power apply to install process progress queries business it Afterwards, following operation can be executed sequentially:
Firstly, exporting to user terminal for prompting the coding input of user input flow journey application numbers to prompt.
Wherein, it may include power circuit laying, electric power facility installation etc. that electric power, which applies to install process, wherein each electric power A process application coding can be corresponded to by applying to install process, can identify that an electric power applies to install process by process application coding.
Process is applied to install due to each electric power and requires the regular hour, and is related to multiple steps flow charts, power customer passes through Input process application numbers can trigger the inquiry that the associated schedule of process is applied to install to the electric power.
Secondly, electric intelligent server is then looked into from power business database when confirming the process encoding of user's input It askes corresponding electric power and applies to install the electric power such as link that process is presently in and apply to install progress data.
It is understood that in practical applications, power customer to electric intelligent server send a service message it Afterwards, electric intelligent server needs to detect whether the service message belongs to power business advisory message, if the power customer is sent out The service message sent belongs to power business advisory message, can just execute the corresponding power business class of determining power business advisory message Other operation.
Further, the service message that power customer is sent is also possible to be inquiry electric power knowledge or common chat class letter Breath, then electric intelligent server can also execute different operations according to the different type of service message.
Such as, referring to fig. 2, it illustrates a kind of processes of another embodiment of electric power consultation service processing method of the application to show It is intended to, the method for the present embodiment can be applied equally to above-mentioned electric intelligent server, and the present embodiment may include:
S201 obtains user and passes through the service message that user terminal is sent to the electric intelligent server.
In the present embodiment, user is referred to as service message to the message that electric intelligent server is sent, which disappears Breath can be the message of speech form, textual form, without restriction to this.
S202 detects the keyword whether seeked advice from comprising belonging to power business in the service message, if it is, executing step Rapid S203；If not, thening follow the steps S207.
It is understood that service message might not be all the message of power business consulting class, in that case, In order to determine whether the service message is message that Client-initiated seeks advice from power business, then need to detect in the service message The keyword whether seeked advice from comprising belonging to power business.
Wherein it is determined that whether the service message includes that the specific implementation of keyword of power business consulting can have It is a variety of.Optionally, in order to accurately and efficiently orient belong in service message power business consulting keyword, this Shen Please embodiment can also construct electric power knowledge mapping in advance, wherein the electric power knowledge mapping is based on power business data The knowledge mapping constructed.
Correspondingly, the corresponding text sentence of the service message can first be determined, and according to the electric power knowledge constructed in advance Map segments the text sentence of the service message, to obtain at least one participle that text sentence segments out.So Afterwards, it according to the electric power knowledge mapping, detects at least one participle with the presence or absence of the keyword for belonging to power business consulting.
Wherein, when service message is the message of textual form, then the text sentence of the service message can be directly obtained； If the service message is the message of speech form, need to be converted to the service message of speech form the language of text form Sentence message.
Wherein, knowledge mapping is intended to describe various entities present in real world or concept and its relationship, constitutes one Huge semantic network figure is opened, node presentation-entity or concept, side are then made of attribute or relationship.In the embodiment of the present application, The electric power knowledge mapping that electric intelligent server is constituted be based on various entities, concept involved by power business scene and The knowledge mapping of its relationship.
In the embodiment of the present application, the support of electric intelligent knowledge mapping provided by the server can be related to knowledge structure It builds, knowledge extracts the functions such as model management, knowledge mapping management.Letter is carried out to several parts below and answers introduction:
(1), knowledge architecture
According to electric intelligent server in data such as existing power specialty knowledge base, power supply service question and answer corpus Middle extraction entity, attribute, relationship etc. construct electric power knowledge mapping by knowledge fusion after extraction, improve electricity by inference method Power knowledge mapping.
Wherein, knowledge architecture mainly includes extracting Template Manager, data pick-up, knowledge fusion and knowledge reasoning.Wherein, it mentions Modulus board management is when carrying out Knowledge Extraction, the method for extraction to be managed by way of template, including expression parsing The methods of extraction, natural language processing parsing extraction, full-text search storage.
Data pick-up refers to, to multi-source heterogeneous data, on the basis of electric power knowledge mapping model, according to extract template into Row data pick-up specifically includes the data sources such as file, database, crawler, API.
Knowledge fusion refers to, the knowledge extracted is handled, using the similarity calculating method based on term, according to The hierarchical relationship and background knowledge of entity merge calculated result weighted sum and user-defined weight to find attribute With the corresponding relationship of entity；To have ambiguous entity link into given knowledge, solves entity in different context environmentals The different meaning of middle correspondence；Item is censured according to given entity, one group of candidate's entity object is chosen from electric power knowledge mapping, is led to Similarity calculation is crossed to be linked in correct entity object denotion item.
Knowledge reasoning refers to that, since data source is insufficient, there is also implicit relationships in extracted explicit relation, therefore On the basis of having constructed electric power knowledge mapping, the relationship etc. entity, entity attributes, entity is made inferences, is further dug Tacit knowledge is dug, electric power knowledge mapping is enriched.
(2), knowledge extracts model management
It mainly include that tuple extracts mould when knowledge is extracted according to the extraction for extracting model progress entity, attribute, relationship etc. Type, entity extraction model, attributes extraction model, relationship extract model.
Wherein, tuple is extracted model management and is referred to, when according to model extraction tuple, needs to safeguard the extraction mould of tuple Type, including newly-increased model, modification model, case-deleted models, parameter configuration.
Entity extraction model management refers to, when according to model extraction entity, needs the extraction model of maintenance entity, including Newly-increased model, modification model, case-deleted models, parameter configuration.
Attributes extraction model management refers to, when according to model extraction attribute, needs to safeguard the extraction model of attribute, including Newly-increased model, modification model, case-deleted models, training information, inferencing information, parameter etc..Using the training method of machine learning, obtain Obtain attributes extraction model.
Relationship is extracted model management and is referred to, when according to model extraction relationship, needs to safeguard the extraction model of relationship, including Newly-increased model, modification model, case-deleted models, parameter configuration.
(3), knowledge mapping management
Knowledge mapping management is managed to the essential information of electric power knowledge mapping, mainly includes map management, entity Management and knowledge statistics.
Wherein, map management include creation electric power knowledge mapping, connection electric power knowledge mapping, electric power knowledge mapping information, Delete electric power knowledge mapping.The information of electric power knowledge mapping includes essential information, storage information, application message and configuration information Deng.
Entity management is to be managed to entity, including newly-increased entity, modification entity, data update, delete entity.
Knowledge statistics is for statistical analysis to knowledge data to need after the building of electric power knowledge mapping, including knowledge quantity Statistics, knowledge increment statistics etc..
In an optional implementation manner, based on the electric power knowledge mapping constructed in advance, retrieval belongs to power business official communication The keyword of inquiry can be the correlation word seeked advice from according to power business each in the electric power knowledge mapping, and be drawn using search It holds up and scans for, to match the keyword for belonging to power business consulting from the text sentence of the service message.
Wherein, the search engine in the embodiment of the present application in electric intelligent server can be based on electric power knowledge mapping, right The text sentence of the service message of user's input is handled, and can specifically include: semantic understanding and context understanding.
Wherein, semantic understanding be using natural language processing technique to user input the problem of segment, syntactic analysis, The processing such as Entity recognition is named, and intention understanding is carried out by the methods of classification map, sentence vector, term vector, dissects user Language is constituted, and understands that semanteme expressed by the text sentence of service message is intended to.
Context understanding is the natural language that electric intelligent server carries out multiple step format based on context understanding and power customer Speech interaction is linked up, and is understood and is extracted by active question, key message, focuses the actual demand of power customer, and finally push Or it completes task and executes operation.Pass through the power customers behavior numbers such as analysis user information, history demand information, conversation recording According in conjunction with power customer portrait, power industry knowledge architecture, accurately semantic analysis and being intended to understand, allow electric intelligent service Device accurate understanding power customer is intended to, and provides support for session interaction.
Meanwhile electric intelligent server is also based on search engine and completes above-mentioned business guidance and for use The functions such as the artificial automatic switchover of triggering can also be performed in the answer optimization that family problem carries out.
S203 confirms the interior of the service message when the keyword in the service message comprising belonging to power business consulting Holding is power business consultation information, and determines that the power business consultation information requests the target power class of service of consulting.
It is understood that the business is disappeared if the service message belongs to the keyword comprising power business consulting Breath is determined as power business consultation information, in that case, then the power business consultation information that can be proposed for user Relevant treatment is carried out, to finally obtain the relevant power business data of power business that user requests consulting, is as previously mentioned Electricity cost, electricity charge remaining sum etc..
S204 successively exports at least one information input corresponding with the target power class of service to the user terminal and mentions Show.
Wherein, information input prompt is for prompting user to input the business consultation institute of the solution target power class of service At least one query argument needed.
S205 obtains target query parameter set of the user according at least one information input prompt input.
Wherein, which includes at least one target query parameter.
S206 is obtained from power business database and is belonged to the target power class of service and look into at least one target The matched power business data of parameter are ask, and feed back to user terminal.
Above step S203 to S206 may refer to the related introduction of preceding embodiment, and details are not described herein.
S207 is detected in the service message when not including the keyword for belonging to power business consulting in the service message It whether include the keyword for belonging to electric power knowledge, if so, thening follow the steps S208；If not, thening follow the steps S209.
It is understood that if the service message and be not belonging to power business consulting class message, can be further Detect whether the service message includes the keyword for belonging to electric power knowledge.Such as, it detects in the text sentence of service message and whether deposits In the keyword for belonging to preset electric power knowledge, specifically, can also come in conjunction with the electric power knowledge mapping for including electric power knowledge Determine in service message whether include the keyword for belonging to electric power knowledge.
Wherein, electric power knowledge can be understood as the relevant noun of power industry, concept, term and power construction operation side The knowledge of formula etc..
S208 belongs to when the keyword in the service message comprising belonging to electric power knowledge according to include in service message The keyword of electric power knowledge, from electric power knowledge base detect with the service message in belong to electric power knowledge Keywords matching to Few electric power knowledge information, and at least one electric power knowledge information is fed back into the user terminal.
Wherein, details corresponding to different electric power knowledge, e.g., the solution of electric power concept are stored in the electric power knowledge base It releases or introduces.The agent knowledge bases can be located in electric intelligent server, be also possible to be located at independently of electric intelligent In the storage equipment of server specific installation.
The service message is determined as chatting by S209 when not including the keyword for belonging to electric power knowledge in the service message Its class message, the matching return information corresponding with the service message from chat corpus, and the return information matched is anti- It feeds user terminal.
In order to improve user experience, the electric intelligent server of the application can also provide chatting service, correspondingly, if Do not include the keyword for belonging to electric power knowledge and power business consulting in service message, then can be determined that the industry that user sends Business message belongs to chat class message.In that case, electric intelligent server can then be searched from preset chat corpus The matched information of rope and service message feeds back to user as replying message so that user and electric intelligent server it Between chat messages interaction.
It is understood that in the application above embodiments, it is contemplated that electric intelligent server may all solve electricity The power business consultation information or power customer that power client proposes prefer to manual service.In that case, the application works as It detects when meeting manual switching condition, the user terminal of user can be directed to the service platform of manual service, to pass through Manually electric power consultation service is provided for the user of user terminal.
Wherein, the condition for meeting manual switching can be set as needed.Such as, triggering is switched to the people of manual service platform Work switching condition may include following several:
(1), detect that sensitive word quantity is more than preset quantity in the service message of user terminal transmission.
Wherein, sensitive word can be set as needed, and can be reflection user feeling more impatient word or anti-e.g. It mirrors user and thinks that problem is unable to get word of solution etc..Correspondingly, electric intelligent server people detects that user passes through Sensitive word quantity is concentrated and is more than preset quantity in the message that user terminal is sent, then triggering is transferred to manual service platform.
2) in this session for detecting user and electric intelligent server, unidentified customer service consultation information out is corresponding Power business data number be more than preset threshold values.
In that case, in order to avoid the number that not can solve the problem of user proposes is excessive, and cause user and be discontented with, Electric intelligent server can be automatically forwarded to manual service platform.
3) the problem of multiple power business consultation informations with user's consulting match is got in electric intelligent server to answer Case and it can not determine which problem answers is taken by user, it is determined that meet manual switching condition.
Such as, server finds the consistent knowledge of multiple and user intention from electric power knowledge mapping, and which cannot be distinguished One is that user is taken, and electric intelligent server engine is automatically forwarded to manually.
Certainly, in practical applications, other artificial switching conditions can also be set as needed, the application this is not added limit System.
It is understood that in the embodiment of the present application, electric intelligent server can also monitor electric intelligent server Session interaction information between user simultaneously stores, and so as to the service scenario to analyze electric intelligent server, and improves electric power Service provided by intelligent server provides foundation.It such as, is that Analysis Service satisfaction, service sales volume etc. provide statistical data, To analyze user behavior, preferably to provide service providing data foundation for user.
For example, the electric intelligent server of the application may include monitoring session, data statistic analysis and user The data processing services such as behavioural analysis.
Wherein, monitoring session includes the overview of the session content of user and electric intelligent server, satisfaction monitoring, efficiency Monitoring and panorama are shown.
Wherein, the overview of session content realizes that session overview is shown, can check general view in different time periods, such as electric power visitor The information such as number, robot access quantity, artificial access quantity are accessed at family.
Electronic service channel access satisfaction statistics is realized in satisfaction monitoring, can check general view in different time periods, such as Session satisfaction, robot satisfaction, knowledge satisfaction etc..
Efficiency monitoring realizes electric intelligent server working efficiency statistics, can check electric intelligent clothes in different time periods The response time of business device answers the information such as accuracy rate.
Panorama, which is shown, realizes that knowledge production between different regions application distribution situation is shown, support shows knowledge production between different regions application distribution feelings Condition supports hot spot block, and by date, area, number of users, mobility, Statistical Area intra domain user enlivens situation.
Wherein, statistical analysis includes session log detail, the automatic question answering detail, user's operation day of electric intelligent server Will detail, user's message detailed data, access time data statistics, access channel data statistics.
The session log detail is for realizing checking robot session log detail.
The automatic question answering detail is for realizing checking automatic question answering detail.
The User operation log detail is for realizing inquiry User operation log detail.
The user leaves a message detailed data for realizing user's message detailed data inquiry.
The access time data statistics is for realizing counting access data from time dimension.
The access time data statistics is grouped according to access time, counts each channel access request amount, principal statistical channel Source, access request amount, request accounting, dialogue amount, dialogue amount accounting.
The access channel data statistics be according to access channel, statistics the channel period in access request amount, always put question to number, Isolated user number, always log in number, standard is replied, general chat, without replying number, turn manually to ask number.
Wherein, user behavior analysis is information and the daily click track etc. by collecting statistics power customer search key entry Content, research keyword search trend see clearly user interest and feature.User behavior analysis includes user behavior record, user Action trail is shown, user behavior statistics and user behavior are shown.
User behavior record is that record electricity client consults historical viewings record, records user's search behavior data.
It is to search for reading behavior basic data based on user's odd-numbered day that the user behavior track, which is shown, and user is facilitated to search history Knowledge record and user's search behavior record.
User behavior statistics is that accumulative searching times, reading knowledge quantity, entirety are using ranking, use to counting user recently The per day searching times in family.
User behavior displaying is to support graphical power customer behavior.
By Analysis of Satisfaction, all sessions of electric intelligent server are completely recorded and analyzed, in conjunction with electric power Customer satisfaction scoring, can be very good to be monitored service quality and targetedly be improved.To user's interaction Content is analyzed and is clustered, the typical way to put questions of hot issue seniority among brothers and sisters and hot issue power customer in analytical cycle.To electric power Knowledge, the electricity charge, electricity, power failure, electricity consumption the hot spots such as are handled and are analyzed, and power customer potential demand and trend can be sufficiently excavated Variation.
Another aspect, a kind of electric power consultation service processing method of corresponding the application, present invention also provides a kind of electric power Consultation service processing unit.
Such as, referring to Fig. 3, it illustrates a kind of a kind of signals of composed structure of electric power consultation service processing unit of the application Figure, the device of the present embodiment can be applied to electric intelligent server, comprising:
Information acquisition unit 301 passes through the electricity that user terminal is sent to the electric intelligent server for obtaining user Power business consultation information；
Classification determination unit 302, for determining that the power business consultation information requests the target power business of consulting Classification；
Output unit 303 is prompted, is exported for successively to the user terminal corresponding with the target power class of service The prompt of at least one information input, information input prompt solves the target power service class for prompting user to input Query argument at least one of needed for other business consultation；
Parameter acquiring unit 304 is looked into for obtaining user according to the target of at least one information input prompt input Parameter set is ask, the target query parameter set includes at least one target query parameter；
Data query unit 305, for from power business database obtain belong to the target power class of service and With the matched power business data of at least one target query parameter；
Data feedback unit 306, for feeding back the power business data to the user terminal.
Optionally, the prompt output unit, comprising:
Rule match subelement, for being guided in rule from the business of preset multiple power business classifications, described in acquisition The corresponding target service guidance rule of target power class of service, the target service guidance rule include at least: described in solution At least one query argument information that user needed for the business consultation of target power class of service submits；
Prompt output subelement successively exports institute to the user terminal for guiding rule according to the target service State the corresponding information input prompt of at least one query argument information.
In the embodiment of apparatus above, can also include:
Identity prompt unit is used for before the data query unit obtains the power business data, to the use Family terminal exports identity input prompt, and the identity input prompt is for prompting user to input authentication information；
Identity acquiring unit, the authentication information inputted for obtaining user by the user terminal；
The data query unit, after being verified in the authentication information inputted to user, from It is obtained in power business database and belongs to the target power class of service and matched at least one described target query parameter Power business data.
Optionally, the information acquisition unit, comprising:
Message retrieval unit is disappeared by user terminal to the business that the electric intelligent server is sent for obtaining user Breath；
First detection unit, for detecting the keyword whether seeked advice from comprising belonging to power business in the service message；
Determination unit is seeked advice from, for determining when the keyword in the service message comprising belonging to power business consulting The content of the service message is power business consultation information.
Optionally, the first detection unit, comprising:
Text determines subelement, for determining the corresponding text sentence of the service message；
Text segments subelement, for being segmented to the text sentence according to the electric power knowledge mapping constructed in advance, To obtain at least one corresponding participle of the text sentence, wherein the electric power knowledge mapping is based on power business data The knowledge mapping constructed；
Keyword retrieval subelement, for according to electric power knowledge mapping, retrieving to whether there is at least one described participle Belong to the keyword of power business consulting.
Optionally, which can also include:
Second detection unit, for belonging to electric power when the first detection unit detects not including in the service message Whether when the keyword of business consultation, detecting in the service message includes the keyword for belonging to electric power knowledge；
Knowledge feedback unit, for working as comprising the keyword for belonging to electric power knowledge in the service message, according to the industry The keyword for belonging to electric power knowledge for including in business message, detection and the key for belonging to electric power knowledge from electric power knowledge base The matched at least one electric power knowledge information of word, and at least one electric power knowledge information is fed back into the user terminal；
It chats interactive unit, it, will be described for when not including the keyword for belonging to electric power knowledge in the service message Service message is determined as class message of chatting, the matching return information corresponding with the service message from chat corpus, and will The return information matched feeds back to the user terminal.
Optionally, in the application apparatus above embodiment, the target power that the classification determination unit is determined Class of service belongs to preset electricity consumption inquiry business, electricity cost inquiry business, electricity charge inquiry into balance business, step price and looks into Inquiry business, paying electric charge inquiry business, power customer base profile inquiry business, scheduled outage inquiry business and electric power are applied to install One of process progress queries business；
The rule match subelement is specifically used for, when the target power class of service is electricity consumption inquiry business, uses When electricity charge inquiry business or paying electric charge inquiry business, the target service guidance rule got is included at least: mentioning Show that user inputs the account information of power customer to be checked and prompt user inputs Query Dates to be checked；
When the target power class of service is electricity charge inquiry into balance business, step price inquiry business or power customer When base profile inquiry business, the target service guidance rule got includes at least: prompt user inputs to be checked The account information of power customer；
When the target power class of service is scheduled outage inquiry business, the target service guidance got is advised Then include at least: prompt user inputs the address information of power failure plan to be checked；
When the target power class of service is that electric power applies to install process progress queries business, the target industry that gets Business guidance rule includes at least: prompt user inputs the process encoding that electric power to be checked applies to install progress.
Optionally, in the application apparatus above embodiment, can also include:
Manual switching unit, for when detect currently meet manual switching condition when, by the user terminal of the user It is directed to the service platform of manual service, to provide electric power consultation service by the user manually for the user terminal.
The foregoing description of the disclosed embodiments makes professional and technical personnel in the field can be realized or use the application. Various modifications to these embodiments will be readily apparent to those skilled in the art, as defined herein General Principle can be realized in other embodiments without departing from the spirit or scope of the application.Therefore, the application It is not intended to be limited to the embodiments shown herein, and is to fit to and the principles and novel features disclosed herein phase one The widest scope of cause.

Claims (10)

1. a kind of electric power consultation service processing method, which is characterized in that be applied to electric intelligent server, comprising:
It obtains user and passes through the power business consultation information that user terminal is sent to the electric intelligent server；
Determine that the power business consultation information requests the target power class of service of consulting；
Successively at least one information input prompt corresponding with the target power class of service, institute are exported to the user terminal Information input prompt is stated for prompting user to input at least one needed for the business consultation for solving the target power class of service Item query argument；
Obtain target query parameter set of the user according at least one information input prompt input, the target query parameter Collection includes at least one target query parameter；
It is obtained from power business database and belongs to the target power class of service and join at least one described target query The matched power business data of number；
The power business data are fed back to the user terminal.
2. electric power consultation service processing method according to claim 1, which is characterized in that described successively whole to the user End exports at least one information input prompt corresponding with the target power class of service, comprising:
From the business of preset multiple power business classifications guidance rule, the corresponding mesh of the target power class of service is obtained Mark business guidance rule, the target service guidance rule include at least: the business for solving the target power class of service is consulted At least one query argument information that user needed for asking submits；
Rule is guided according to the target service, successively at least one described query argument information pair of user terminal output The information input prompt answered.
3. electric power consultation service processing method according to claim 1 or 2, which is characterized in that described from power business In database obtain belong to the target power class of service and with the matched electric power industry of at least one target query parameter Before data of being engaged in, further includes:
To user terminal output identity input prompt, the identity input prompt is for prompting user to input authentication letter Breath；
Obtain the authentication information that user is inputted by the user terminal；
Described obtain from power business database belongs to the target power class of service and looks into at least one described target Ask the matched power business data of parameter, comprising:
After the authentication information inputted to user is verified, is obtained from power business database and belong to the mesh Mark power business classification and with the matched power business data of at least one target query parameter.
4. electric power consultation service processing method according to claim 1, which is characterized in that the acquisition user passes through user The power business consultation information that terminal is sent to the electric intelligent server, comprising:
It obtains user and passes through the service message that user terminal is sent to the electric intelligent server；
Detect the keyword whether seeked advice from comprising belonging to power business in the service message；
When the keyword in the service message comprising belonging to power business consulting, determine the content of the service message for electricity Power business consultation information.
5. electric power consultation service processing method according to claim 4, which is characterized in that the detection service message In whether comprising belong to power business consulting keyword, comprising:
Determine the corresponding text sentence of the service message；
According to the electric power knowledge mapping constructed in advance, the text sentence is segmented, it is corresponding to obtain the text sentence At least one participle, wherein the electric power knowledge mapping is the knowledge mapping constructed based on power business data；
According to the electric power knowledge mapping, with the presence or absence of the key for belonging to power business consulting at least one described participle of retrieval Word.
6. electric power consultation service processing method according to claim 4 or 5, which is characterized in that further include:
When not including the keyword for belonging to power business consulting in the service message, detects in the service message and whether wrap Containing the keyword for belonging to electric power knowledge；
When the keyword in the service message comprising belonging to electric power knowledge, belong to electric power according to include in the service message The keyword of knowledge detects from electric power knowledge base and knows at least one electric power of the Keywords matching for belonging to electric power knowledge Know information, and at least one electric power knowledge information is fed back into the user terminal；
When not including the keyword for belonging to electric power knowledge in the service message, the service message is determined as chat class and is disappeared Breath, the matching return information corresponding with the service message from chat corpus, and the return information matched is anti- It feeds the user terminal.
7. electric power consultation service processing method according to claim 2, which is characterized in that the target power class of service Belong to preset electricity consumption inquiry business, electricity cost inquiry business, electricity charge inquiry into balance business, step price inquiry business, Paying electric charge inquiry business, power customer base profile inquiry business, scheduled outage inquiry business and electric power apply to install process into Spend one of inquiry business；
When the target power class of service is that electricity consumption inquiry business, electricity cost inquiry business or paying electric charge inquire industry When business, target service guidance rule is included at least: prompt user input power customer to be checked account information and Prompt user inputs Query Dates to be checked；
When the target power class of service is electricity charge inquiry into balance business, step price inquiry business or power customer basis When document query business, the target service guidance rule includes at least: prompt user inputs the account of power customer to be checked Number information；
When the target power class of service is scheduled outage inquiry business, the target service guidance rule is included at least: Prompt user inputs the address information of power failure plan to be checked；
When the target power class of service is that electric power applies to install process progress queries business, the target service guidance rule is extremely It less include: that prompt user inputs the process encoding that electric power to be checked applies to install progress.
8. electric power consultation service processing method according to claim 1, which is characterized in that further include:
When detect currently meet manual switching condition when, the service that the user terminal of the user is directed to manual service is put down Platform, to provide electric power consultation service by the user manually for the user terminal.
9. a kind of electric power consultation service processing unit, which is characterized in that be applied to electric intelligent server, comprising:
Information acquisition unit is consulted for obtaining user by the power business that user terminal is sent to the electric intelligent server Ask information；
Classification determination unit, for determining that the power business consultation information requests the target power class of service of consulting；
Output unit is prompted, for successively to user terminal output corresponding with the target power class of service at least one A information input prompt, the information input prompt is for prompting user to input the business of the solution target power class of service Query argument at least one of needed for consulting；
Parameter acquiring unit, for obtaining target query parameter of the user according at least one information input prompt input Collection, the target query parameter set includes at least one target query parameter；
Data query unit, for from power business database obtain belong to the target power class of service and with it is described to Few matched power business data of a target query parameter；
Data feedback unit, for feeding back the power business data to the user terminal.
10. electric power consultation service processing unit according to claim 9, which is characterized in that the prompt output unit, packet It includes:
Rule match subelement, for obtaining the target from the business of preset multiple power business classifications guidance rule The corresponding target service guidance rule of power business classification, the target service guidance rule include at least: solving the target At least one query argument information that user needed for the business consultation of power business classification submits；
Prompt output subelement, it is successively described extremely to user terminal output for guiding rule according to the target service The corresponding information input prompt of one item missing query argument information.
CN201811642793.1A 2018-12-29 2018-12-29 Electric power consultation service treating method and apparatus Pending CN109740928A (en)

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