CN106815709B - A service rapid response center support system and method - Google Patents

Abstract

The invention discloses a service quick response center support system and method. The system includes a communication-connected service demand intelligent judgment module, a service trajectory analysis module, and a business distribution cooperative application data sharing module; the method includes the use of electricity according to user request information. The user history information is retrieved from the information collection system, correlation analysis is performed on the user according to the user history information, and the business corresponding to the current user is generated according to the analysis result; Obtain at least one pending work order corresponding to the current user; classify the work order, and send each work order to the distribution network automation system, production management system or marketing system according to the type of the work order. By strengthening the support of the business judgment system, the present invention makes the business judgment in the power system more intelligent and accurate, and intelligently draws a business judgment conclusion, which provides a basis for formulating a differentiated service strategy.

Description

A service rapid response center support system and method

technical field

The invention relates to the technical field of power system sharing, in particular to a service quick response center support system and method.

Background technique

Customer service is an integral part of marketing work. In recent years, according to the division of labor in marketing business, we have continued to expand technology implementation methods, enrich and improve business functions, and improve the quality of marketing and service work to a certain extent. In order to adapt to the new situation of marketing development, State Grid proposed in the 12th Five-Year Plan to strengthen customer service monitoring and provide high-quality services to power customers, not only focusing on internal standards, but also external expectations. It not only insists on improving power quality and power supply service quality by improving internal work efficiency and work quality, but also insists on creating value for users and stakeholders to improve company quality and social comprehensive satisfaction.

However, the current customer services in the power grid are all single, and it is impossible to share information with the production management system, distribution network automation system, electricity consumption information collection system and marketing system, so it is impossible to quickly respond to user needs.

SUMMARY OF THE INVENTION

Aiming at the defects in the prior art, the present invention provides a service rapid response center support system and method. By strengthening the support of the business judgment system, it can quickly respond to user needs, and improve the processing efficiency of faulty power problems, so that the The business judgment in the power system is more intelligent and accurate, and the business judgment conclusion can be obtained intelligently, which provides a basis for the formulation of differentiated service strategies.

In order to solve the above-mentioned technical problems, the present invention provides the following technical solutions:

On the one hand, the present invention provides a service quick response center support system, the support system is communicatively connected with a preset production management system, a distribution network automation system, a power consumption information collection system and a marketing system, and the support system includes : Intelligent judgment module for service demands of communication connection, service trajectory analysis module, and data sharing module for cooperative application of operation and distribution;

The service request intelligent judgment module is used to retrieve the user history information of the current user who sent the user request information in the electricity consumption information collection system according to the user request information, and associate the user according to the user history information performance analysis, and generate a service corresponding to the current user according to the analysis result, and send the service to the service trajectory analysis module;

The service trajectory analysis module is used to analyze the service trajectory, user behavior, service channels and hot tasks in sequence on the received business, obtain at least one pending work order corresponding to the current user, and send the work order to the data sharing module for the cooperative application of marketing and distribution;

The data sharing module of the cooperative application for distribution and distribution is used to classify the received work orders, and send each of the work orders to the distribution network automation system, the production management system or the system according to the type of the work order. The marketing system enables the distribution network automation system, the production management system or the marketing system to process the received work orders respectively.

Further, the support system further includes: a sensitive work order identification monitoring module and an early warning monitoring large screen module;

A sensitive work order identification and monitoring module, used for identifying sensitive work orders in work orders according to sensitive information keywords, and sending the sensitive work orders to the early warning monitoring large-screen module;

The large-screen module for early warning monitoring is used to display the received sensitive work orders and processing information of other modules in the support system in real time, and issue early warning prompts according to the sensitive work orders.

Further, the support system further includes: a power outage information management module and a fault report management module;

The power outage information management module is used to obtain and enter the power outage condition in the work order, obtain a corresponding trigger emergency plan according to the power outage condition, and send a power outage notice to the area corresponding to the power outage condition;

The fault report management module is used for monitoring the process of distributing the fault work order in the work order to the production management system, the distribution network automation system, the electricity consumption information collection system or the marketing system.

Further, the intelligent judgment module for service demands includes:

The intelligent judgment rule management unit is used for retrieving the user history information of the current user who sent the user request information in the electricity consumption information collection system according to the user request information, wherein the user history information includes the acceptance keyword and the user service history records, and establish a judgment keyword database according to the user history information;

an intelligent judgment template management unit, configured to perform a correlation analysis on the user according to the judgment keyword library, and obtain a correlation analysis result;

The service intelligence judgment engine unit is configured to generate a service corresponding to the current user according to the analysis result, and send the service to the service track analysis module.

Further, the service trajectory analysis module includes:

a single-family service track reproduction unit, configured to perform service track analysis on the received service, where the service track includes: service channel, service content and service information of the service;

The customer behavior analysis unit is used to analyze the user behavior of the received business, and classify the users. The user types include: complaint preference customers, electricity bill inquiry preference customers, sensitive customer customers, WeChat preference customers, telephone Preferred customers, business hall preferred customers and Weibo preferred customer groups;

The service channel analysis unit is used to analyze the service channels of the received business, wherein the service channels include: the business processing volume, the number of users and the growth rate information of each service channel;

The hotspot business analysis unit is used to analyze the business history of customers in each channel and build a hotspot business model;

The analysis result summarization and sending unit is used for summarizing the analysis results of the single-user service track reproduction unit, customer behavior analysis unit, service channel analysis unit and hotspot business analysis unit to obtain at least one pending job corresponding to the current user. and send the work order to the data sharing module of the cooperative application of marketing and distribution.

Further, the data sharing module for the cooperative application of marketing and distribution includes:

The work order classification unit is used to classify the received work orders, and obtain non-faulty power distribution transformation work orders, non-faulty user power distribution demand work orders, faulty user power distribution demand work orders and marketing defects work order;

The non-fault type power distribution transformation plan viewing unit is used to filter the information of the non-fault type user power distribution request work orders;

The non-faulty user power distribution request transmission unit is used to perform non-faulty processing on non-faulty work orders and non-faulty work orders accepted by the marketing system. The non-faulty processing includes: business consultation, complaint, report, suggestion , comments and integrated business work orders;

The power distribution request transmission unit for fault users is used to judge whether the fault work order is in the power distribution system to determine whether the station area where the user number is located involves low voltage, three-phase imbalance and frequent power outages;

The work order distribution unit is used to send the non-fault type power distribution transformation work order and the non-fault type user power distribution request work order to the distribution network automation system, and directly send the fault type user power distribution request work order to the production management system, and send the marketing defect work order to the marketing system, so that the distribution network automation system, the production management system and the marketing system respectively process the work order.

Further, the sensitive work order identification monitoring module includes:

The automatic identification unit for sensitive work orders is used to identify sensitive work orders in work orders according to the keywords of sensitive information, and judge the business type of the work order and the sensitivity level of the accepted content;

The sensitive work order automatic reporting unit is used to send the identified sensitive work order information to the designated personnel and the large-screen early warning monitoring module according to the process configuration.

Further, the large-screen module for early warning monitoring includes:

Self-monitoring and early warning unit, which is used to monitor the work order processing process;

The real-time display unit is used to display the accepted sensitive work orders and the processing information of other modules in the support system in real time, form a view, and issue a warning prompt according to the sensitive work order; wherein, the view includes: work order distribution view, Early warning work order monitoring monitoring map, sensitive work order monitoring view, customer grouping view, monitoring view, real-time monitoring view of power outage information and monitoring view of key protection users.

Further, the power outage information management module includes:

The power outage information input unit is used to obtain and enter the power outage condition in the work order, and judge whether the complaint work order and frequent power outage are involved in the classification of power supply reliability when inputting;

The power outage information reminder unit is used to send a power outage notice to the area corresponding to the power outage condition;

Trigger emergency plan unit, which is used to trigger emergency plan for power outage conditions according to user level;

The power outage notification unit is used to inform the corresponding users and the management center of the area where the power outage condition is located.

On the other hand, the present invention also provides a service quick response center support method, the method includes:

According to the user request information, the user history information of the current user who sent the user request information is retrieved in the electricity consumption information collection system, the correlation analysis is performed on the user according to the user history information, and the corresponding current user is generated according to the analysis result. business;

Perform analysis of service track, user behavior, service channel and hot task on the business in turn, and obtain at least one pending work order corresponding to the current user;

Classify the work order, and send each work order to the distribution automation system, production management system or marketing system according to the type of the work order, so that the distribution automation system, production management system or marketing system The received work orders are processed respectively.

As can be seen from the above technical solutions, a service quick response center support system and method according to the present invention includes a communication-connected service demand intelligent judgment module, a service trajectory analysis module, and a business distribution collaborative application data sharing module; Judgment system support makes business judgments more intelligent and accurate, and intelligently draws business judgment conclusions, which can assist business personnel to quickly respond to customer demands, make more accurate business judgments on work orders, and speed up business processing processes; by strengthening customer behavior analysis, integration The service track records of customers in various channels provide the basis for the formulation of differentiated service strategies.

Description of drawings

In order to illustrate the embodiments of the present invention or the technical solutions in the prior art more clearly, the following briefly introduces the accompanying drawings that need to be used in the description of the embodiments or the prior art. Obviously, the drawings in the following description are For some embodiments of the present invention, for those of ordinary skill in the art, other drawings can also be obtained according to these drawings without creative efforts.

1 is a schematic structural diagram of a service rapid response center support system according to Embodiment 1 of the present invention;

2 is a schematic structural diagram of a support system including a sensitive work order identification monitoring module 40 and an early warning monitoring large screen module 50 according to Embodiment 2 of the present invention;

3 is a schematic structural diagram of a support system including a power outage information management module 60 and a fault report management module 70 according to Embodiment 3 of the present invention;

4 is a schematic structural diagram of an intelligent judgment module 10 for service demands in the above-mentioned support system according to Embodiment 4 of the present invention;

5 is a schematic structural diagram of the service trajectory analysis module 20 in the above-mentioned support system according to Embodiment 5 of the present invention;

FIG. 6 is a schematic structural diagram of the data sharing module 30 for the collaborative application of marketing and distribution in the above-mentioned support system according to Embodiment 6 of the present invention;

7 is a schematic structural diagram of a sensitive work order identification monitoring module 40 in the above-mentioned support system according to Embodiment 7 of the present invention;

8 is a schematic structural diagram of an early warning monitoring large screen module 50 in the above-mentioned support system according to Embodiment 8 of the present invention;

9 is a schematic structural diagram of a power outage information management module 60 in the above-mentioned support system according to Embodiment 9 of the present invention;

FIG. 10 is a schematic flowchart of a method for supporting a service rapid response center according to Embodiment 10 of the present invention.

Detailed ways

In order to make the purposes, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions 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. Obviously, the described embodiments These are some embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

Embodiment 1 of the present invention provides a specific implementation of a service quick response center support system. Referring to Figure 1, the support system is in communication with the preset production management system, distribution network automation system, electricity consumption information collection system and marketing system. The support system specifically includes the following contents:

The service demand intelligent judgment module 10 , the service trajectory analysis module 20 , and the cooperative application data sharing module 30 of the communication connection are connected.

The service demand intelligent judgment module 10 is used for retrieving the user history information of the current user who sent the user request information in the electricity consumption information collection system according to the user request information, and performing correlation analysis on the user according to the user history information, and according to the analysis result A service corresponding to the current user is generated, and the service is sent to the service track analysis module 20 .

In the service demand intelligent judgment module 10, it is used to assist the improvement of the judgment function and realize intelligent judgment; according to the relevant conditions such as customer address, customer caller number, etc., intelligently match and analyze the customer's business electricity historical service record, and obtain the customer's historical service request record. It is written by customers, and is automatically related to the power outage plan and power outage information, user arrears status, user arrears and power outage information, user appeal feedback information, power distribution transformation plan transmission information, real-time call and test electric energy meter status and other information. Analysis, according to the conditions set by the support function to assist judgment execution rules, execute judgment information on the above-mentioned relationship in sequence, automatically judge a result, and comprehensively display the execution result on the manual assisted judgment work order interface, which is quick for judges Provide judgment information and provide information for commanders to conduct business processing.

The service trajectory analysis module 20 is used to analyze the service trajectory, user behavior, service channel and hot task of the received business in turn, obtain at least one pending work order corresponding to the current user, and send the work order to the marketing and distribution coordination Application data sharing module 30 .

In the service track analysis module 20, it is used to directly call the service track reproduction function by providing a certain user number in the business, and query the user's historical service track, including service channels, service contents, and service business information; according to the customer's channel Use information such as habits, frequencies, and business customer preferences to analyze customer behavioral orientations, build customer preference models, and define customer types. Through customer behavior analysis, realize the grasp and grouping of customer behavior, and define the classification of customers, such as: complaint preference type, electricity bill inquiry preference type, sensitive customer type, WeChat preference customer, telephone preference customer, business hall preference customer, Weibo preference customer group.

The operation and distribution collaborative application data sharing module 30 is used to classify the received work orders, and send each work order to the distribution network automation system, production management system or marketing system according to the type of the work order, so that the distribution network automation system, The production management system or the marketing system respectively processes the received work order.

In the operation and distribution collaborative application data sharing module 30, for non-faulty work orders issued by the State Grid and non-faulty work orders accepted by the marketing system, including business consultation, complaints, reports, suggestions, opinions, and comprehensive business work orders, Manually judge whether the station area where the user number is located involves low voltage, three-phase unbalance, and frequent power outages. If the station area where the user number is located already has information on rectification plans for low voltage, three-phase unbalance, and frequent power outages in the power distribution system, you can click the station area number to link to The power distribution system checks the rectification plan information to provide basic data support for fault diagnosis.

It can be seen from the above description that the embodiment of the present invention is suitable for the development of marketing business and new management mode, and is suitable for the business processing mode of 95598 centralized acceptance of all services, and deploys a customer-centric and customer-demand-oriented service rapid response center Support system, horizontally coordinate the marketing, inspection, and regulation business departments, vertically undertake the business of the State Grid Customer Service Center, accept work orders, connect the business execution department (team), and horizontally coordinate the deployment of marketing, power distribution, dispatching and other service resources to provide customer service. The center realizes the rapid response of the service and provides strong background support.

Embodiment 2 of the present invention provides a specific implementation of the above-mentioned support system. The support system also includes a sensitive work order identification monitoring module 40 and an early warning monitoring large-screen module 50. Referring to FIG. 2, the sensitive work order identification monitoring module 40 and the early warning monitoring large screen module 50 include the following contents:

The sensitive work order identification and monitoring module 40 is used for identifying the sensitive work order in the work order according to the sensitive information keyword, and sending the sensitive work order to the early warning monitoring large screen module 50 .

The large-screen module 50 for early warning monitoring is used to display the received sensitive work orders and processing information of other modules in the support system in real time, and issue early warning prompts according to the sensitive work orders.

It can be seen from the above description that the embodiment of the present invention establishes information sharing with the production management system, distribution network automation system, and electricity consumption information collection system through sharing mechanisms such as data centers and enterprise service buses, and establishes information sharing with the above systems at the application layer. The integrated interactive application realizes business functions such as operation of business or complaint work orders, quick repair of electricity, panoramic view of services, comprehensive display, and support applications for operation and distribution.

Embodiment 3 of the present invention provides a specific implementation of the above-mentioned support system. The support system further includes a power outage information management module 60 and a fault repair report management module 70. Referring to FIG. 3, the power outage information management module 60 and the fault repair report management module 70 include the following contents:

The power outage information management module 60 is used for acquiring and entering the power outage condition in the work order, acquiring the corresponding trigger emergency plan according to the outage condition, and sending a power outage notice to the area corresponding to the power outage condition.

The fault report management module 70 is used for monitoring the process of distributing the fault work order in the work order to the production management system, the distribution network automation system, the electricity consumption information collection system or the marketing system.

As can be seen from the above description, the embodiment of the present invention deepens the data sharing and utilization between information systems: obtains the corresponding data in real time, so as to facilitate the application in the business processing process, and perform accurate appeal processing.

The fourth embodiment of the present invention provides a specific implementation of the service demand intelligent judgment module 10 in the above-mentioned support system. Referring to FIG. 4 , the service demand intelligent judgment module 10 specifically includes the following contents:

The intelligent judgment rule management unit 11 is used to retrieve the user history information of the current user who sent the user request information in the electricity consumption information collection system according to the user request information, wherein the user history information includes the acceptance keyword and the user's service history record, And according to the user's historical information, a judgment keyword database is established.

The intelligent judgment template management unit 12 is configured to perform a correlation analysis on the user according to the judgment keyword database, and obtain a correlation analysis result.

The service intelligence judgment engine unit 13 is configured to generate a service corresponding to the current user according to the analysis result, and send the service to the service track analysis module 20 .

It can be seen from the above description that the embodiment of the present invention provides a specific implementation of the intelligent judgment module for service demands, which ensures that the user history information of the current user who sends the user request information can be retrieved in the electricity consumption information collection system according to the user request information , perform a correlation analysis on the user according to the user history information, and generate a service corresponding to the current user according to the analysis result.

The fifth embodiment of the present invention provides a specific implementation of the service trajectory analysis module 20 in the above-mentioned support system. Referring to FIG. 5 , the service trajectory analysis module 20 specifically includes the following contents:

The single-family service track reproduction unit 21 is configured to analyze the service track of the received service, where the service track includes: service channel, service content and service information of the service.

The customer behavior analysis unit 22 is used to analyze the user behavior of the received service and classify the users. The user types include: complaint-preferred customers, electricity bill inquiry-preferred customers, sensitive customers, WeChat preference customers, telephone preference customers, Business hall preferred customers and Weibo preferred customer groups.

The service channel analysis unit 23 is configured to perform service channel analysis on the received business, wherein the service channels include: business processing volume, number of users and growth rate information of each service channel.

The hotspot business analysis unit 24 is configured to analyze the business history of customers in each channel, and construct a hotspot business model.

The analysis result summarization and sending unit 25 is used for summarizing the analysis results of the single-user service track reproduction unit, the customer behavior analysis unit, the service channel analysis unit and the hot business analysis unit to obtain at least one pending work order corresponding to the current user , and send the work order to the data sharing module 30 of the cooperative application of marketing and distribution.

It can be seen from the above description that the embodiments of the present invention provide a specific implementation of the service trajectory analysis module, which realizes that the received services can be analyzed in sequence by service trajectory, user behavior, service channels and hot tasks, and at least one corresponding to the current user can be obtained. A pending ticket.

Embodiment 6 of the present invention provides a specific implementation of the data sharing module 30 for the cooperative application of business distribution in the above-mentioned support system. Referring to FIG. 6 , the data sharing module 30 of the cooperative application of marketing and distribution specifically includes the following contents:

The work order classification unit 31 is used to classify the received work orders, and obtain non-faulty power distribution transformation work orders, non-faulty user power distribution demand work orders, faulty user power distribution demand work orders and marketing defect work orders. one.

The non-fault type power distribution transformation plan viewing unit 32 is used to filter information on the non-fault type user power distribution request work orders.

The non-fault type user power distribution demand transmission unit 33 is used to perform non-fault processing on non-fault type work orders and non-fault type work orders accepted by the marketing system. Non-fault processing includes: business consultation, complaint, report, suggestion, opinion and Integrated business work order.

The power distribution request transmission unit 34 for fault-type users is used for judging whether the fault work order in the power distribution system determines whether the station area where the user number is located involves low voltage, three-phase imbalance and frequent power outages.

The work order distribution unit 35 is used to send the non-fault type power distribution transformation work order and the non-fault type user power distribution request work order to the distribution network automation system, and directly send the fault type user power distribution request work order to the production management system, And send the marketing defect work order to the marketing system, so that the distribution network automation system, the production management system and the marketing system process the work order separately.

As can be seen from the above description, the embodiment of the present invention provides a specific implementation of the data sharing module for the cooperative application of business distribution, which realizes the classification of the received work orders, and sends each work order to the distribution network according to the type of the work order. The automation system, production management system or marketing system enables the distribution network automation system, production management system or marketing system to process the received work orders respectively.

Embodiment 7 of the present invention provides a specific implementation of the sensitive work order identification monitoring module 40 in the above-mentioned support system. Referring to FIG. 7 , the sensitive work order identification monitoring module 40 specifically includes the following contents:

The sensitive work order automatic identification unit 41 is used for identifying the sensitive work order in the work order according to the sensitive information keyword, and judging the business type of the work order and the sensitivity level of the accepted content.

The sensitive work order automatic reporting unit 42 is used for sending the identified sensitive work order information to the designated personnel and the early warning monitoring large screen module 50 according to the process configuration.

It can be seen from the above description that the embodiment of the present invention provides a specific implementation of the sensitive work order identification monitoring module, which realizes the sensitive work order identified in the work order according to the sensitive information keyword.

The eighth embodiment of the present invention provides a specific implementation of the large-screen module 50 for early warning and monitoring in the above-mentioned support system. Referring to FIG. 8 , the large-screen module 50 for early warning monitoring specifically includes the following contents:

The self-monitoring and early warning unit 51 is used to monitor the work order processing process.

The real-time display unit 52 is used to display the received sensitive work orders and the processing information of other modules in the support system in real time, form a view, and issue an early warning prompt according to the sensitive work order; wherein, the views include: work order distribution view, early warning work order Monitoring monitoring map, sensitive work order monitoring view, customer grouping view, monitoring view, real-time monitoring view of power outage information and monitoring view of key protection users.

It can be seen from the above description that the embodiments of the present invention can display the received sensitive work orders and processing information of other modules in the support system in real time.

The ninth embodiment of the present invention provides a specific implementation of the power outage information management module 60 in the above-mentioned support system. Referring to FIG. 9 , the power outage information management module 60 specifically includes the following contents:

The power outage information input unit 61 is used to obtain and enter the power outage condition in the work order, and to judge whether the complaint work order and frequent power outage are involved in the classification of power supply reliability when inputting.

The power failure information reminding unit 62 is configured to send a power failure notification to an area corresponding to a power failure condition.

The triggering emergency plan unit 63 is used for triggering the emergency plan for the power outage condition according to the user level.

The power outage notification unit 64 is used for notifying the corresponding user and the management center of the area where the power outage condition is located.

As can be seen from the above description, the embodiment of the present invention realizes the acquisition and entry of the power outage condition in the work order, obtains the corresponding trigger emergency plan according to the outage condition, and sends a power outage notice to the area corresponding to the power outage condition.

In order to further illustrate this solution, the present invention provides a specific application example of a service quick response center support system, and the design principles of the support system are as follows:

(1) Strengthen the hierarchical processing of work orders to realize intelligent judgment of faults.

Through the classification and hierarchical management of work orders, the hierarchical processing of work orders is strengthened, and the processing of important work orders and the implementation of service work are guaranteed from the mechanism. In fault judgment, intelligent judgment methods and strategies are introduced to assist in the realization of rapid fault judgment work.

(2) Establish a multi-method service monitoring display and form a sensitive information reporting mechanism

Integrate a variety of monitoring and display technologies to form a 95598 operation auxiliary platform, build an integrated workbench, large-screen visual display, and based on the customer service data center to fully support the development of customer service monitoring business. Automatic identification of sensitive work orders, automatic work order classification, and information reporting of sensitive information found in monitoring and early warning, business anomalies, and indicator warnings, etc., upgrade supervision, and form an information reporting and processing mechanism for responsible leaders to further strengthen business processing. collaboration mechanism.

(3) Monitoring, early warning, notification, and closed-loop processing

It provides early warning for indicators such as the overtime limit and other monitoring thresholds of the work order, and supports various message mechanisms, such as SMS, WeChat, and email for notification tracking. In terms of monitoring and early-warning processing, the system guarantees the process-based analysis and attribution of monitoring and early-warning through the work order process-based processing mechanism, strengthens business collaboration, and formulates solutions and other closed-loop processing.

(4) Service trajectory analysis

According to the historical business order volume, customer basic information, customer service track and other information, analyze the customer's business preferences, service channel preferences and hot business carried out by power supply services in different age and education levels.

1) Strengthen the support of the business judgment system to make business judgments more intelligent and accurate, and intelligently draw business judgment conclusions, assist business personnel to quickly respond to customer demands, make business judgments on business work orders more accurately, and speed up business processing processes.

2) Strengthen customer behavior analysis, integrate customer service track records in various channels, subdivide and mine customer service behavior, analyze customer behavior characteristics and preferences, and provide a basis for the formulation of differentiated service strategies.

3) Deepen the early warning management of business work orders, and strengthen the analysis of overdue reasons and service shortcomings of early warning overdue business work orders.

4) Deepen the data sharing and utilization between information systems (with the distribution GPMS system and the electricity consumption information collection system): more real-time capture of the data collected by the station area and metering devices, and deepen the application of the integrated data in the business processing process , to accurately identify the fault address.

The specific functional architecture of the support system is as follows:

1 Intelligent judgment of service demands:

The auxiliary judgment function is perfect to realize intelligent judgment. Through the customer address, customer call number and other related conditions, intelligently match and analyze the customer's business electricity historical service records, obtain the customer writing in the customer's historical service appeal record, and automatically and the power outage plan and power outage information, user arrears status, Relevant relationship analysis of user arrears and power outage information, user appeal feedback information, power distribution transformation plan transmission information, real-time call and test electric energy meter status and other information, according to the conditions set by the support function auxiliary judgment execution rules, the above relationship relationship is executed in sequence Judgment information, automatically judge a result, and comprehensively display the execution result on the manual assisted judgment work order interface, quickly provide judgment information for judges, and provide information for commanders to conduct business processing.

1.1 Intelligent judgment rule management:

Intelligent judgment rule management provides the definition and maintenance of judgment rules, and realizes intelligent judgment according to certain business rules.

(1) Judgment thesaurus management: establish a judgment keyword library, and obtain relevant pre-judgment information through the judgment keyword library and user information when the work order is issued.

(2) Judgment and matching rule management: Construct keyword database and intelligent matching search rules to realize intelligent search of historical data value through key information.

1.2 Intelligent judgment template management:

The intelligent judgment template management realizes the template definition of judgment results, divides judgment templates according to the judgment results, and realizes the flexible display of judgment results.

1.3 Service intelligence judgment engine:

When the work order is issued, the keyword of the accepted content is obtained, and the service intelligent judgment engine obtains the accepted business information, the historical information of the event, and the historical service information of the customer according to the judgment rules, and predicts the business event information according to the matching rules. Push the judgment result information to the agents or other departments for reference through template assembly.

2 Service Trajectory Analysis

2.1 Single-family service track reproduction:

In the business, you can directly call the service track reproduction function by providing a certain user number to query the user's historical service track, including service channels, service content, and service business information.

2.2 Analysis of customer behavior:

According to the customer's channel usage habits, frequency and business customer preferences and other information, analyze the customer's behavior orientation, build a customer preference model, and define customer types. Through customer behavior analysis, realize the grasp and grouping of customer behavior, and define the classification of customers, such as: complaint preference type, electricity bill inquiry preference type, sensitive customer type, WeChat preference customer, telephone preference customer, business hall preference customer, Weibo preference customer group.

2.3 Analysis of service channels:

Analyze the business transaction volume, number of users, growth rate and other information of each service channel, analyze the reasons for customers' preference for each service channel, and build a channel development trend model according to the customer's inclination to various service channels, in order to meet the customer population structure. Provide satisfactory service.

2.4 Hot business analysis:

Analyze the business history of customers in each channel, build a hot business model, analyze the preferences of different channels and different customer groups for business development, and sort out the suggested work orders, opinion work orders, and user feedback volumes, and analyze customers' expectations for power supply The business carried out by the service.

3 Collaborative application data sharing of marketing and distribution

3.1 Check the non-fault distribution transformation plan:

Non-faulty work orders issued by the State Grid and non-faulty work orders accepted by the marketing system, including business consultation, complaints, reports, suggestions, opinions, and comprehensive business work orders, manually determine whether the station area where the user number is located involves low Voltage, three-phase unbalance, frequent power outages. If the station area where the user number is located already has information on rectification plans for low voltage, three-phase unbalance, and frequent power outages in the power distribution system, you can click the station area number to link to The power distribution system checks the rectification plan information to provide basic data support for fault diagnosis.

3.2 Transmission of power distribution demands of non-fault users:

1. The non-faulty work orders issued by the State Grid and the non-faulty work orders accepted by the marketing system, including business consultation, complaints, reports, suggestions, opinions, and comprehensive business work orders, manually determine whether the user number is located in the station area. Involves low voltage, three-phase unbalance, and frequent power outages.

2. If there is no rectification plan information about low voltage, three-phase unbalance, and frequent power failures in the power distribution system in the station area where the user number is located, the rectification information for low voltage, three-phase unbalance, and frequent power failures can be sent to the power distribution system. .

3. If the work order does not have user number information, then in the processing link, the information of the station area and user number can be fed back, and the rectification information of low voltage, three-phase unbalance, and frequent power outages can be sent to the power distribution system. View the rectification plan information by clicking on the station number link to the power distribution system. The information of station area and user number is a new field and will not be transmitted to the State Grid system.

4. The information transmitted when the rectification plan is initiated includes: marketing work order number, acceptance time, station number, user number, etc.

3.3 Transmission of power distribution demands of fault users:

For the fault work order issued by the State Grid and the fault work order accepted by the marketing system, the power distribution system determines whether the station area where the user number is located involves low voltage, three-phase imbalance, and frequent power outages. If the station area where the user number is located involves low voltage, three-phase imbalance, and frequent power outages, the power distribution system can trigger the generation of a tracking and supervision work order from the marketing system.

4 Sensitive work order identification and monitoring

4.1 Automatic identification of sensitive work orders:

According to the keyword rules of sensitive information, when the order is received in the prefecture and city, the business type and acceptance content of the work order are automatically retrieved to determine whether it is a sensitive work order, identify the sensitive work order level, and automatically mark whether the work order is a sensitive work order one.

Work orders that have been identified as sensitive, according to the configuration rules, whether to initiate the reporting of work orders, and automatically associate sensitive work orders, and send them to the designated configuration personnel; support system reminders, SMS notifications, etc., and push them to the large-screen monitoring station in real time, work tower.

4.2 Automatic reporting of sensitive work orders:

According to the process configuration, the identified sensitive work order information is automatically initiated and sent to the designated person, and the reviewer can correct the sensitivity level, cancel the sensitive work order identification and other operations during the review and processing of the reported work order.

Conspicuously identify each processing link of a sensitive work order, automatically notify the reporting personnel when the processing is completed or an early warning, and grasp the processing status of the sensitive work order in real time.

5 Power outage information management

Power outage information management includes power outage information entry, outage information reminder, trigger emergency plan, and outage notification.

5.1 Power outage information entry:

When entering the power outage information in the marketing system, it is necessary to judge whether the complaint work order related to the reliability of power supply is involved, whether there is frequent power outage, and if so, it is necessary to give a prompt.

5.2 Power outage information reminder:

1. When the GPMS transmits the power outage information to the marketing system, there must be a prompt box on the Kuaisheng platform. After clicking OK, the operating system can be continued. Whether a prompt box pops up can be configured according to individual needs.

2. Fault and power outage information When the estimated power delivery time arrives, there should be desktop messages and ringtone reminders.

3. The power failure information is expected to have desktop messages and ringtone reminders 45 minutes before the expected power delivery time.

5.3 Trigger emergency plan:

You can view the list of important users involved in the outage information, as well as important user level information, and you can manually trigger emergency plans. The triggered emergency plans are triggered according to the highest level of important users.

5.4 Power outage notice:

1. Make outbound call notification for special users. Display the user information related to the power outage information, and display the phone numbers related to the user profile, and the operator can choose which number to dial.

2. The relevant recording and phone information after dialing need to be bound with the power outage information, and the recording can be listened to.

3. It is necessary to enter the remarks information to record the information that can be exchanged with customers, so as to facilitate the next viewing.

Note: This function can only be realized after the construction of the softphone platform is completed.

6 Fault report management

6.1 Defect ticket initiation:

1. The GPMS fault repair work order can call the marketing defect input interface to initiate a marketing defect work order.

2. For non-faulty marketing systems, the defect entry interface of the GPMS system can be invoked in the prefecture-level review process to initiate a GPMS defect work order, as well as a marketing defect work order.

6.2 Reminder on arrival:

The fault report work order arrival reminder function. In the fast ring platform, if the fault report has not entered the arrival time at the scene, it needs to send a desktop message and ringtone to remind it 10 minutes before the promised time limit.

6.3 Work order quantity monitoring:

1. The satisfaction survey results of the State Grid's fault work order return visit need to be transmitted to the GPMS system.

2. The three links of the fault work order processed by GPMS (order dispatch, fault handling, and fault handling review) should be monitored in real time on the Kuaishou platform. Real-time monitoring of trouble tickets (marketing system)

3. According to the link and the personnel, the number of work orders processed in each link of faults and non-faults is displayed on the large screen. The fault work order needs to be refined into 3 links of GPMS (order dispatch, fault handling, fault handling) Audit), the non-fault category is mainly the amount of dispatching and auditing work orders.

7 Early warning monitoring large screen

7.1 Self-monitoring and early warning:

7.1.1 Work order processing process monitoring display:

A comprehensive panoramic view of the relevant indicators of the 95598 work order processing process, showing the timely dispatch rate, business processing satisfaction rate, State Grid work order return rate, failure reporting commitment fulfillment rate, complaint handling quality, and timely reporting of production power outage information rate, complaint volume, service behavior complaints and other indicators.

7.1.2 Work order distribution view:

Display the number of sensitive work orders to be done in each region, the number of work orders to be done at important levels, fault repairs, business consultations, complaints, reports, suggestions, opinions, the number of to-do work orders for the type of praise business, the number of early warning to-do work orders, Information trends such as the number of work orders exceeding expectations and a line chart of the year-on-year trend.

7.1.3 Early warning work order monitoring monitoring chart:

Displays the number of early warning work orders, the type of early warning work orders, the progress of the early warning work order process, the number of early warning work orders in transit, and the warning level board.

1. In the distribution process, if the remote personnel determines that it is a sensitive work order, check the warning level and type before dispatching, and automatically trigger SMS (fixed SMS template) according to different warning levels and types.

2. Early warning work order: After dispatching to the processing link, the processing department is required to fill in the stage progress within one working day. After the department to be processed has the stage feedback information saved within one working day, it will be listed as a timely response, and the stage progress that has not been saved for more than 24 hours will be listed as a timely response. Failure to respond in time (the information feedback method can be bound to the temporary storage stage information of the work order, feedback the early warning text message to the fixed number and read it to the work order, such as calling Kuaising feedback, the Kuaising can fill in the response status).

3. In the review process, the quality of the response will be judged manually on the final feedback content of the combined work order, and the “unqualified, qualified, good” will be performed. If the work order is subsequently associated with repeated demands or repeated complaints, it should be prompted for manual evaluation.

7.1.4 Sensitive work order monitoring view:

Provides the number of sensitive work orders, the distribution of business types, sensitive key information, the processing progress of sensitive work orders, and the monitoring and early warning of sensitive work order reporting status information.

When the number of sensitive work orders reaches a certain threshold, an early warning notification will be sent through text messages and ringtones.

7.1.5 Customer segment view:

Provides customer distribution of groups such as electricity bill preference users, sensitive customers, complaint preference customers, and business consulting customers, and drills through customers to relevant historical service information.

When a certain type of customer reaches a certain proportion, it will provide early warning and prompt through SMS.

7.1.6 Service channel monitoring view:

Provides information monitoring views such as the number of users, the number of work orders for each type of business, and customer satisfaction through channels such as WeChat channels, Weibo channels, telephone channels, automatic terminal channels, and physical business halls.

7.1.7 Real-time monitoring view of power outage information:

Comprehensive display of the number of power outages of various types, the number of affected customers, the number of stations, the number of important and guaranteed users, and the number of power failures on the day.

7.1.8 Monitoring views of important, high-risk, key-guaranteed users:

The important and high-risk levels of monitoring sources (power outage work orders, GPMS, and collection) are displayed in pie charts as special, first-level, second-level, and important security user information, and emergency response procedures can be initiated on the detailed list page.

7.1.9 Real-time monitoring - monitoring of arrears and recovery of electricity:

For the original arrears recovery monitoring, add rules: the current day's marketing system arrears recovery process is archived for more than one hour after the negative control collection corresponding account number meter current result is zero, it is counted as arrears warning, if it is 24 hours Expired.

7.1.10 Real-time monitoring - monitoring of frequent power outages:

Modification of the original frequent power failure monitoring: frequent power failure monitoring, divided into 2 columns to display (common change, special change), frequent power failure rule modification (3 times in 60 days, 2 times in 7 days).

7.1.11 Real-time monitoring - industry expansion process over-limit warning:

Modification of the original business expansion process over-limit early warning: the business expansion order is divided into 4 types of low-voltage new installations and capacity expansion. The histogram display is divided into overdue and early warning displays. In the detailed list, you can click on the selection link to alert and manually remind and supervise the work order, and the overdue work order will automatically trigger a text message to be sent to the respective maintenance group.

7.1.12 Real-time monitoring - workload monitoring:

Display the workload of the employees on the day. Display information such as the dispatch volume, audit volume, rollback volume, overtime volume, outbound call volume, and answer volume.

7.2 Monitoring and warning notification:

When monitoring "to-do task distribution" and "in-transit work order time limit monitoring" scenarios meet the planning requirements of early warning and warning time limit, it will be notified of early warning.

8 System Support Management

8.1 Sensitive work order definition management:

8.1.1 Sensitive Information Management:

Provides the maintenance function of sensitive keywords, defines keywords as sensitive information according to business types, and establishes the correspondence between business types and sensitive words.

8.1.2 Sensitive Information Collection:

According to the current real-time hotspots, complaint work orders, etc., the business type, sensitive words, user numbers, caller numbers, etc. are collected and sorted, and sent to the review process.

8.1.3 Sensitive Information Review:

Collect work orders based on sensitive information, review, determine, and approve whether to establish a sensitive thesaurus.

8.2 Service track data management:

Extract various information left by customers in the process of contacting power companies through various channels. The main information is: customer contact history: including contact time, contact type, contact channel, contact date, etc.; customer service history: including service reasons, service Channels, service priorities, service dates, etc.; customer access history: including customer operations, access dates, whether there is an abnormal error report, etc.; sensitive customer information: including sensitive reasons, setting dates, etc., to realize automatic reminders for sensitive customers; customer appeal information: return Class analysis receives various appeal hotspots, key points, and response time for various appeals.

8.3 Common queries:

Added common queries for non-pass details of industry expansion termination work orders and details of school schedule appointment dispatch, and improved early warning overdue work orders, service return visit queries, and industry expansion termination work order queries.

8.4 New workbench functions:

Added the function of approval and processing of appointment dispatch and task termination for industry expansion, that is, the termination work order for applying for appointment dispatch in the low-voltage industry expansion report and installation process is transferred to the Kuaisheng platform, and the Kuaixiang platform adds the functions of appointment dispatch and termination approval for industry expansion.

8.5 New business support report:

Added the statistics of low-voltage industry expansion appointments, school meter appointment dispatching statistics, remote agent comprehensive statistics business support report, and industry expansion termination work order failure report.

The service quick response center support system relies on the marketing system, establishes information sharing with the production management system, distribution network automation system, and electricity consumption information collection system through sharing mechanisms such as data centers and enterprise service buses, and establishes the application layer with the above systems. The integrated interactive application realizes business functions such as business or complaint power supply operation, quick repair of power supply, service panoramic view, comprehensive display, and operation and distribution support applications.

By strengthening the support of the business judgment system, business judgments are made more intelligent and accurate, and business judgment conclusions can be obtained intelligently, assisting business personnel to quickly respond to customer demands, making business judgments on business work orders more accurately, and speeding up the business processing process.

By strengthening customer behavior analysis and integrating customer service track records in various channels, it provides a basis for the formulation of differentiated service strategies.

Deepen the data sharing and utilization between information systems: obtain the corresponding data in real time, so as to facilitate the application in the business processing process, and carry out accurate appeal processing.

The platform is based on SOA architecture and adopts J2EE technology, and conducts research from the following perspectives and contents:

1. Realize intelligent judgment of service demands: When the work order is issued, the keywords of the accepted content are obtained, and the service intelligent judgment engine obtains the accepted business information, the historical information of events, and the historical service information of customers according to the judgment rules, and predicts according to the matching rules. The event information of the business is judged, and the judgment result information is pushed to the judgment record through the template assembly, so as to provide accurate reference information for the agents or other processing departments to process the work order. Judgment rules are: fault repair, power quality, wrong SMS, abnormal power, recharge after arrears, copy reminder service, six judgment types.

2. Data sharing of cooperative application of operation and distribution: regularly through data analysis, collect the demand information of marketing users such as low voltage, three-phase unbalance, frequent power outages, etc., and regularly transmit the power distribution system. Demand distribution network analysis. The Kuaixiang platform can query the rectification plan for low voltage and three-phase unbalance of the distribution network according to the household number, and can initiate the process of distribution defect, and accurately query the fault handling situation on the distribution side.

3. Sensitive work order identification and monitoring: According to the keyword rules of sensitive information, when the order is received in the prefecture and city, the business type and acceptance content of the work order are automatically retrieved to determine whether it is a sensitive work order, identify the sensitive work order level, and Automatically mark whether a work order is a sensitive work order. Remind handlers to focus on tracking this sensitive ticket to improve customer service satisfaction.

4. Real-time monitoring and control of 95598 customer demands and power outages. The large-screen monitoring mode is adopted to realize multi-machine combination and comprehensive management and control, and to centrally display the service quality of the business processing process, including: indicator dynamics, power outage dynamics, demand dynamics, and demand control.

1. Realize intelligent judgment of service demands. By sorting out the influencing factors of customer appeals, customer consultation, and business handling, and establishing appeal handling prejudgment rules, the 95598 business (fault, service application, opinion, complaint, comprehensive, etc.) appeal work order can be intelligently judged, accurately and quickly resolved. appeal.

2. Realize the two-way interaction of customer demand information between the marketing service Kuaixiang platform and the power distribution production system. Real-time transmission of low voltage, frequent power outages and other demands of marketing acceptance customers to the production system as an auxiliary basis for power distribution transformation and power outage arrangements; the marketing service Kuaishou platform can share the progress of the transformation of the distribution station area in real time, and when it involves power supply quality demands, For stations that have not been renovated, the defect process of the power distribution production system can be initiated on the Kuaishou platform to realize closed-loop management and control of customer demands in the operation and distribution system.

It can be seen from the above description that the application example of the present invention adapts to the development of marketing business and new management mode, adapts to the business processing mode of 95598 centralized acceptance of all services, is customer-centric and customer-demand-oriented, and was deployed online in 2013. Service Quick Response Center Support System, horizontally coordinate marketing, transportation inspection, and regulation business departments, vertically undertake the business of State Grid Customer Service Center, accept work orders, connect business execution departments (teams), and horizontally coordinate deployment of marketing, power distribution, scheduling and other services resources to provide strong background support for the customer service center to achieve rapid service response. The support system of the service quick response center relies on the marketing system, and establishes information sharing with the production management system, distribution network automation system, and electricity consumption information collection system through sharing mechanisms such as data centers and enterprise service buses, and establishes the application layer with the above systems. The integrated interactive application realizes business functions such as operation of business or complaint work orders, quick repair of electricity, panoramic view of services, comprehensive display, and support applications for operation and distribution. Relying on the capture of low voltage, unbalanced load, overload and other states in the Taiwan area, the real-time call and test of the operation information of the electric energy meter, the acquisition of the marketing payment data, the accurate judgment and analysis of the cause of the power outage can be realized, and the accurate fault rescue dispatch can be realized. Work to support the rapid rescue and recovery of power failures. Realize a panoramic view of customer service, comprehensively display customer service records, customer files, and electricity consumption behavior data, and assist business personnel to quickly respond to business work orders. Realize the monitoring and management of the whole process of 95598 customer service on one screen, and carry out monitoring of business topics such as power outage monitoring, power outage impact, power outage telegram monitoring, on-site emergency repair process monitoring, work order processing monitoring, power recovery monitoring, and service breach monitoring.

The tenth embodiment of the present invention provides a specific implementation of a method for supporting a service rapid response center. Referring to FIG. 10 , the method for supporting a service rapid response center specifically includes the following contents:

Step 100: retrieve the user history information of the current user who sent the user request information in the electricity consumption information collection system according to the user request information, perform a correlation analysis on the user according to the user history information, and generate a service corresponding to the current user according to the analysis result .

Step 200: Perform analysis of service track, user behavior, service channel and hot task on the business in sequence, and obtain at least one pending work order corresponding to the current user.

Step 300: Classify the work orders, and send each work order to the distribution automation system, production management system or marketing system according to the type of the work order, so that the distribution automation system, production management system or marketing system respectively single for processing.

It can be seen from the above description that the embodiment of the present invention is suitable for the development of marketing business and new management mode, and is suitable for the business processing mode of 95598 centralized acceptance of all services, and deploys a customer-centric and customer-demand-oriented service rapid response center Support system, horizontally coordinate the marketing, inspection, and regulation business departments, vertically undertake the business of the State Grid Customer Service Center, accept work orders, connect the business execution department (team), and horizontally coordinate the deployment of marketing, power distribution, dispatching and other service resources to provide customer service. The center realizes the rapid response of the service and provides strong background support.

The above embodiments are only used to illustrate the technical solutions of the present invention, but not to limit them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: The recorded technical solutions are modified, or some technical features thereof are equivalently replaced; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions in the embodiments of the present invention.

Claims (10)

1. The utility model provides a service quick response center braced system, its characterized in that, braced system and predetermined production management system, distribution network automation system, power consumption information acquisition system and marketing system communication connection, just braced system includes: the system comprises a service appeal intelligent judgment module, a service track analysis module and a marketing and distribution cooperative application data sharing module which are in communication connection;

the service appeal intelligent judgment module is used for calling user history information of a current user sending the user request information from the electricity utilization information acquisition system according to the user request information, performing relevance analysis on the user according to the user history information, generating a service corresponding to the current user according to an analysis result, and sending the service to the service track analysis module;

the service track analysis module is used for analyzing the service track, the user behavior, the service channel and the hot spot task of the received service in sequence to obtain at least one to-be-processed work order corresponding to the current user and sending the work order to the marketing and distribution cooperative application data sharing module;

and the marketing and distribution cooperative application data sharing module is used for classifying the received work orders and sending the work orders to the distribution network automation system, the production management system or the marketing system according to the types of the work orders, so that the distribution network automation system, the production management system or the marketing system respectively processes the received work orders.

2. The support system of claim 1, further comprising: a sensitive work order identification monitoring module and an early warning monitoring large screen module;

the sensitive work order identification monitoring module is used for identifying a sensitive work order in the work order according to a sensitive information keyword to obtain the sensitive work order and sending the sensitive work order to the early warning monitoring large-screen module;

and the early warning monitoring large-screen module is used for displaying the received sensitive work order and the processing information of other modules in the support system in real time and sending an early warning prompt according to the sensitive work order.

3. The support system of claim 1, further comprising: the power failure information management module and the fault repair management module;

the power failure information management module is used for acquiring and recording a power failure working condition in the work order, acquiring a corresponding trigger emergency plan according to the power failure working condition and sending a power failure notice to an area corresponding to the power failure working condition;

and the fault repair management module is used for monitoring the process of distributing the fault work orders in the work orders to a production management system, a distribution network automation system, a power utilization information acquisition system or a marketing system.

4. The support system of claim 1, wherein the service appeal intelligence determination module comprises:

the intelligent judgment rule management unit is used for calling user history information of a current user sending the user request information in the electricity utilization information acquisition system according to the user request information, wherein the user history information comprises acceptance keywords and service history records of the user, and a judgment keyword library is established according to the user history information;

the intelligent judgment template management unit is used for carrying out relevance analysis on the user according to the judgment keyword library to obtain a relevance analysis result;

and the service intelligent judgment engine unit is used for generating a service corresponding to the current user according to an analysis result and sending the service to the service track analysis module.

5. The support system of claim 1, wherein the service trajectory analysis module comprises:

a single-user service track reproduction unit, configured to perform service track analysis on the received service, where the service track includes: service channel, service content and service information of the service;

a client behavior analysis unit, configured to perform user behavior analysis on the received service, and classify users, where the user type includes: complaint preference type customers, electric charge inquiry preference type customers, sensitive customer type customers, WeChat preference customers, telephone preference customers, business hall preference customers and microblog preference customer groups;

a service channel analysis unit, configured to perform service channel analysis on the received service, where a service channel includes: business handling capacity, user number and growth rate information of each service channel;

the hotspot service analysis unit is used for analyzing according to the history of business handling of the clients of each channel and constructing a hotspot service model;

and the analysis result summarizing and sending unit is used for summarizing the analysis results of the single-user service track reproducing unit, the client behavior analysis unit, the service channel analysis unit and the hotspot service analysis unit to obtain at least one to-be-processed work order corresponding to the current user, and sending the work order to the marketing and distribution cooperative application data sharing module.

6. The support system of claim 1, wherein the marketing and collaboration application data sharing module comprises:

the work order classifying unit is used for classifying the received work orders and obtaining non-fault power distribution transformation work orders, non-fault user power distribution demand work orders, fault user power distribution demand work orders and marketing defect work orders;

the non-fault power distribution transformation plan checking unit is used for carrying out information filtering on the non-fault user power distribution demand work order;

the non-fault user power distribution demand transfer unit is used for performing non-fault processing on a non-fault work order and the non-fault work orders accepted by the marketing system, and the non-fault processing comprises the following steps: service consultation, complaint, report, suggestion and comprehensive service work order;

the fault user power distribution appeal transfer unit is used for judging whether a fault work order in a power distribution system judges whether a distribution area where the user number is located relates to low voltage, three-phase imbalance and frequent power failure;

and the work order distribution unit is used for sending the non-fault type power distribution transformation work order and the non-fault type user power distribution demand work order to the distribution network automation system, directly sending the fault type user power distribution demand work order to the production management system, and sending the marketing defect work order to the marketing system, so that the distribution network automation system, the production management system and the marketing system respectively process the work orders.

7. The support system of claim 2, wherein the sensitive work order identification monitoring module comprises:

the sensitive work order automatic identification unit is used for identifying the sensitive work order in the work order according to the sensitive information key words and judging the service type of the work order and the sensitivity level of the accepted content;

and the sensitive work order automatic reporting unit is used for sending the identified sensitive work order information to appointed personnel and the early warning monitoring large-screen module according to the process configuration.

8. The support system of claim 2, wherein the early warning monitoring large screen module comprises:

the self-monitoring early warning unit is used for monitoring the processing process of the work order;

the real-time display unit is used for displaying the received sensitive work order and the processing information of other modules in the support system in real time, forming a view and sending out an early warning prompt according to the sensitive work order; wherein the view comprises: the system comprises a work order distribution view, an early warning work order monitoring view, a sensitive work order monitoring view, a client grouping view, a monitoring view, a power failure information real-time monitoring view and a key guarantee user monitoring view.

9. The support system of claim 3, wherein the outage information management module comprises:

the power failure information input unit is used for acquiring and inputting power failure working conditions in the work order and judging whether complaint work orders related to power supply reliability classification and frequent power failure exist during input;

the power failure information reminding unit is used for sending a power failure notice to the area corresponding to the power failure working condition;

the triggering emergency plan unit is used for triggering emergency plans on the power failure working conditions according to the user level;

and the power failure notification unit is used for notifying the corresponding user of the power failure working condition and the management center of the area where the power failure working condition is located.

10. A method of serving fast response center support, the method comprising:

calling user history information of a current user sending the user request information in a power utilization information acquisition system according to the user request information, performing relevance analysis on the user according to the user history information, and generating a service corresponding to the current user according to an analysis result;

analyzing a service track, user behaviors, a service channel and a hot spot task of the service in sequence to obtain at least one to-be-processed work order corresponding to the current user;

and classifying the work orders, and sending each work order to a distribution network automation system, a production management system or a marketing system according to the type of the work order, so that the distribution network automation system, the production management system or the marketing system respectively processes the received work orders.

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