摘要
随着售电市场的进一步开放,立足当前电力改革形势,进一步挖掘用户价值,提升供电服务质量已经成为电网企业转型的必要手段。提出利用电力业务数据以及多模态双向交互信息融合、大数据分析等信息技术,抽取出存在于电力营销数据、客户语言、情绪等信息中的相关特征,实现对电力营业厅客户用电行为、用电习惯的分析,提供针对性、差异化的服务方案,满足客户需求,让电力客户感受更舒适、更优质的服务体验,提高营业厅的服务质量、服务效率。
With the further opening of the electricity market,based on the current situation of electricity reform,it has become a necessary means for the transformation of power grid enterprises to further tap the user value and improve the quality of power supply services.This paper proposes to use the power business data and multi-modal two-way interactive information fusion technology to extract the relevant features stored in the power marketing data,customer language,emotion and other information,so as to realize the in-depth analysis of power customer’s electricity use behavior and habits,to provide targeted and differentiated service programs,to meet customers needs and make them feel better service experience,and to improve the service quality and efficiency of the business hall.
作者
乔克
颜红
江熙
QIAO Ke;YAN Hong;JIANG Xi(State Grid Information and Communication Industry Group Co.,Ltd.,Beijing 102211,China;Beijing Guodiantong Network Technology Co.,Ltd.,Beijing 100070,China)
出处
《供用电》
2020年第6期27-32,共6页
Distribution & Utilization
基金
国家电网有限公司总部科技项目“电力营业厅智能机器人应用系统关键技术”(5210EG20000G)。
关键词
电力数据
双向交互
客户行为
多模态信息融合
大数据技术
power data
bidirectional interaction
customer behavior
multimodal information fusion
big data technology
