CN111241253A - Electric power information technology service system - Google Patents
Electric power information technology service system Download PDFInfo
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- CN111241253A CN111241253A CN201811435363.2A CN201811435363A CN111241253A CN 111241253 A CN111241253 A CN 111241253A CN 201811435363 A CN201811435363 A CN 201811435363A CN 111241253 A CN111241253 A CN 111241253A
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention discloses an electric power information technology service system which comprises a control module, a database, a wireless communication module and a response module, wherein the control module is respectively connected with the database, the wireless communication module and the response module; the control module is used for analyzing the data and scheduling each module to work; the database is used for storing power information knowledge; the wireless communication module is used for receiving a user incoming call and updating knowledge in the database; the response module is used for responding to the consultation of the client; the response module comprises a guide module, an identification module and a response module, wherein the guide module is used for classifying the power information to guide the client to select, the identification module is used for identifying the problem of the client consultation, and the response module is used for responding to the consultation of the client. The invention solves the problem that the telephone is always on line and can not meet the requirements of the majority of users because the customer service staff is limited.
Description
Technical Field
The invention relates to an information technology service system, in particular to an electric power information technology service system.
Background
With the progress of the times and the development of scientific technology, people have more and more knowledge requirements, and many people do not know much knowledge about electric power information in life, so that electric power safety accidents often occur in life, and a power information 5186 service hotline is set for a power supply company of south China of the electric power company in Henan of the world network for answering the consultation of users. Since the operation, the electric power information 5186 service hotline is always a hotspot for information technology application consultation, but because customer service personnel are limited, the telephone is often busy and cannot meet the requirements of vast users, and a brand-new customer service system is urgently needed to serve the public, namely the modern information technology is used.
Patent document with an authorization notice number of CN 201657231U discloses an intelligent multistage call forwarding information technology service support system, which belongs to the technical field of communication engineering, in particular to an intelligent multistage call forwarding information technology service support system combining communication technology and network technology. The utility model discloses technical scheme's main points are: the system comprises a PBX program-controlled switchboard, a local area network switchboard and a plurality of telephones, and is characterized in that: connecting an industrial personal computer with the PBX program-controlled switch through a coaxial cable, wherein a digital voice card and an analog voice card are arranged in the industrial personal computer, the coaxial cable is connected to the input end of the digital voice card, and the output end of the analog voice card is connected with a plurality of telephones through telephone lines; the industrial personal computer is also connected with a local area network switch through a twisted pair, the local area network switch is connected with the PC corresponding to each telephone through the twisted pair, and multi-stage call forwarding is carried out according to the set flow. The utility model discloses a function such as recording and fax when can realize multistage call forwarding, nobody answer, but when using, a phone call leads to many people to receive to other incoming telegrams can not in time answer, have caused the wasting of resources, and are inconvenient to use.
The patent document with application publication number CN 102629958A discloses a life information service system based on modern information technology, the invention relates to a life information service system, which is characterized in that the system respectively allocates special information processing personnel for a demand side and a supply side of a product or service, wherein the special information processing personnel maintains a relatively stable service corresponding relation, and the information processing personnel uses one or more modern information means comprising a fixed telephone, a mobile telephone, the Internet, a digital television, a mobile short message, a mobile multimedia message, a mobile data service and a mobile e-mail according to a certain rule to realize the dynamic connection of supply and demand. However, the invention needs a large amount of consultation processing personnel during use, is not intelligent enough, has large manual workload, can not meet the consultation requirement in time, has poor customer experience, can not achieve the function of reducing manual work, and is inconvenient to use.
Disclosure of Invention
In view of this, the present invention provides an electric power information technology service system for overcoming the defects in the prior art, and solves the problem that the telephone is always busy due to limited customer service staff, so that the requirements of the users cannot be met.
In order to achieve the purpose, the invention adopts the following technical scheme: a power information technology service system comprises a control module, a database, a wireless communication module and a response module, wherein the control module is respectively connected with the database, the wireless communication module and the response module;
the control module is used for analyzing the data and scheduling each module to work;
the database is used for storing power information knowledge;
the wireless communication module is used for receiving a user incoming call and updating knowledge in the database;
the response module is used for responding to the consultation of the client;
the response module comprises a guide module, an identification module and a response module, the guide module classifies the power information to guide the client to select, the identification module is used for identifying the problem of client consultation, and the response module responds to the consultation of the client.
Furthermore, the control module is connected with a firewall.
Further, the control module is a processor.
Further, the reply module is a voice player.
Further, the response module further comprises a judging module, and the judging module is used for judging whether the questions of the client can be answered or not.
Further, the response module further comprises a manual module for manually responding to the customer's consultation.
Further, the control module is connected with an information collection module, and the information collection module is used for collecting questions which cannot be answered by the response module.
The invention has the beneficial effects that:
1. the electric power information technology service system is provided with the response module and the guide module, when the system is used, electric power information knowledge is divided into several types, such as electric power installation knowledge, electric power safety knowledge and the like, answers are preset according to the classification of the electric power information knowledge, a client is guided to select in the classification, information comparison is carried out in a database through a processor after the selection of the client is identified by the identification module, then the response module directly responds, the client can conveniently consult, and the response module can conveniently respond.
2. The invention is provided with an identification module for identifying and analyzing the voice information of the user, extracting questions, comparing the information in the database through a processor and replying through a reply module.
3. The response module of the invention also comprises a judgment module and a manual module, when in use, the voice of the user is identified through the identification module, then the identified question is compared with the information in the database through the judgment module through the processor, whether the answer of the question exists in the database is judged, and when the answer exists, the answer module directly plays the voice to answer; when the phone does not exist, the phone is switched to the manual module and the manual customer service replies, so that the condition that the image of a company is influenced because the user can not answer the question is avoided.
4. The control module is also connected with an information collection module, the questions which can not be answered by the answer module are collected, then the staff provides answers to the questions, and the database is supplemented and updated, so that the same questions can not be answered yet, the practicability is high, and the use is convenient.
5. The control module of the invention is connected with the firewall, which can protect the safety of the system and the information safety of the user so as to prevent the information of the user from being stolen. Meanwhile, the control module is connected with a wireless communication module, so that the system can be connected with a user call.
Drawings
Fig. 1 is a schematic structural diagram of an embodiment of the present invention.
Fig. 2 is a schematic structural diagram of a second embodiment of the present invention.
FIG. 3 is a schematic diagram of a third structure according to an embodiment of the present invention.
Detailed Description
The technical solution in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. It is to be understood that the described embodiments are merely exemplary of the invention, and not restrictive of the full scope of the invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Example one
As shown in fig. 1, an electric power information technology service system includes a control module, a database, a wireless communication module, and a response module, where the control module is connected to the database, the wireless communication module, and the response module, respectively;
the control module is a processor and is used for analyzing data and scheduling each module to work;
the database is used for storing power information knowledge;
the wireless communication module is used for receiving a user incoming call and updating knowledge in the database;
the response module is used for responding to the consultation of the client;
the response module comprises a guide module, an identification module and a response module, the guide module classifies the power information and guides a client to select in classification, when the response module is used, the power information knowledge is divided into several categories such as power installation knowledge, power safety knowledge and the like, meanwhile, answers are preset according to the classification of the power information knowledge, the client is guided to select in classification, information comparison is carried out in a database through a processor after the identification module identifies the selection of the client, then the response module directly responds, the client can conveniently consult, and the response module can conveniently respond. The recognition module is used for recognizing the questions consulted by the client, and when the system is used, the recognition module carries out recognition analysis on the voice information of the user, extracts the questions, then carries out information comparison in the database through the processor and replies through the reply module. The reply module is a voice player and replies aiming at the consultation of the client.
The control module is connected with a firewall, so that the safety of the system can be protected, and the information safety of a user can be protected, so that the user information can be prevented from being stolen.
Example two
As shown in fig. 2, the present embodiment has substantially the same structure as the first embodiment, except that: the response module also comprises a judgment module which is used for judging whether the questions of the client can be answered or not. The response module further comprises a manual module for manually responding to the customer's consultation.
The working principle is as follows: when the voice recognition device is used, the voice of a user is recognized through the recognition module, then the recognized question is compared with the information in the database through the processor through the judgment module, whether the answer of the question exists in the database is judged, and if the answer exists, the answer module directly plays the voice to answer; when the phone does not exist, the phone is switched to the manual module and the manual customer service replies, so that the condition that the image of a company is influenced because the user can not answer the question is avoided.
EXAMPLE III
As shown in fig. 3, the structure of this embodiment is substantially the same as that of the second embodiment, except that: the control module is connected with an information collection module, and the information collection module is used for collecting questions which cannot be answered by the response module.
The working principle is as follows: when the system is used, after the judgment module judges that the questions of the user consultation do not exist in the database, the questions of the user which cannot be answered by the answer module are collected, then the workers provide answers to the questions, and the database is supplemented and updated in time, so that the problems which are the same as the questions cannot be answered still can be avoided, and the system is high in practicability and convenient to use.
Finally, the above embodiments are only used for illustrating the technical solutions of the present invention and not for limiting, and other modifications or equivalent substitutions made by the technical solutions of the present invention by those of ordinary skill in the art should be covered within the scope of the claims of the present invention as long as they do not depart from the spirit and scope of the technical solutions of the present invention.
Claims (6)
1. An electric power information technology service system, characterized in that: the system comprises a control module, a database, a wireless communication module and a response module, wherein the control module is respectively connected with the database, the wireless communication module and the response module;
the control module is used for analyzing the data and scheduling each module to work;
the database is used for storing power information knowledge;
the wireless communication module is used for receiving a user incoming call and updating knowledge in the database;
the response module is used for responding to the consultation of the client;
the response module comprises a guide module, an identification module and a response module, wherein the guide module is used for classifying the power information to guide the client to select, the identification module is used for identifying the problem of the client consultation, and the response module is used for responding to the consultation of the client.
2. The electric power information technology service system according to claim 1, wherein: the control module is connected with a firewall.
3. The electric power information technology service system according to claim 1, wherein: the control module is a processor.
4. The electric power information technology service system according to claim 1, wherein: the reply module is a voice player.
5. The electric power information technology service system according to claim 1, wherein: the response module also comprises a judgment module which is used for judging whether the questions of the client can be answered or not.
6. The electric power information technology service system according to claim 5, wherein: the response module further comprises a manual module for manually responding to the customer's consultation.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811435363.2A CN111241253A (en) | 2018-11-28 | 2018-11-28 | Electric power information technology service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811435363.2A CN111241253A (en) | 2018-11-28 | 2018-11-28 | Electric power information technology service system |
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| CN111241253A true CN111241253A (en) | 2020-06-05 |
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| CN201811435363.2A Pending CN111241253A (en) | 2018-11-28 | 2018-11-28 | Electric power information technology service system |
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Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2003030540A (en) * | 2001-07-11 | 2003-01-31 | Socueus Co Ltd | Service guiding system and method therefor |
| CN105895101A (en) * | 2016-06-08 | 2016-08-24 | 国网上海市电力公司 | Speech processing equipment and processing method for power intelligent auxiliary service system |
| CN106378781A (en) * | 2016-10-20 | 2017-02-08 | 国网山东省电力公司菏泽供电公司 | Service robot guide system and method |
| CN108108900A (en) * | 2017-12-22 | 2018-06-01 | 中山市榄商置业发展有限公司 | A kind of customer service system based on information technology |
-
2018
- 2018-11-28 CN CN201811435363.2A patent/CN111241253A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2003030540A (en) * | 2001-07-11 | 2003-01-31 | Socueus Co Ltd | Service guiding system and method therefor |
| CN105895101A (en) * | 2016-06-08 | 2016-08-24 | 国网上海市电力公司 | Speech processing equipment and processing method for power intelligent auxiliary service system |
| CN106378781A (en) * | 2016-10-20 | 2017-02-08 | 国网山东省电力公司菏泽供电公司 | Service robot guide system and method |
| CN108108900A (en) * | 2017-12-22 | 2018-06-01 | 中山市榄商置业发展有限公司 | A kind of customer service system based on information technology |
Non-Patent Citations (1)
| Title |
|---|
| 凌永玉: "省级电力公司客户服务中心***分析与设计", 《中国优秀硕士学位论文全文数据库(信息科技辑)》 * |
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Application publication date: 20200605 |