基于标签共享的重要事项报备研究及应用

由于在电力客服业务中,各省公司通过附件方式向国网客服中心报送重要服务事项。客服专员受理客户来电时,通过人工查询的方式来判断该客户是否属于重要服务事项报备用户,查询效率较低,并且容易造成客服专员错误派单。针对该情况,提出基于标签共享的重要事项报备研究及应用。利用国网客服中心标签库、大数据平台、统一数据发布服务以及省公司标签库、统一数据发布服务前置节点,建立标签数据共享通道,实现各省公司与国网客服中心的标签共享。在国网客服中心设计开发基于标签共享的重要服务事项通过数据解析、维护、策略管理、数据查询、报表分析等功能,实现在客户来电时将结果实时推送至95598业务支持系统,支撑客服专员开展客户服务工作,有效提升客户服务能力与水平,降低工单的错误派发率等。

RESEARCH AND APPLICATION OF IMPORTANT SERVICE ITEMS REPORTING BASED ON TAG SHARING

In the power customer service business,the provincial companies report important service items to the State Grid Customer Service Center by sending attachments.When the customer service commissioner accepts a customer s call,he judges whether the customer is the important service item reporting user by manual search.The search efficiency is low and it is easy to cause the customer service commissioner s error of distribution.In view of this situation,this paper proposed the research and application of the important item reporting based on tag sharing.We used the tag library,big data platform,unified data publishing service,tag library of provincial companies and front-end nodes of unified data publishing service to establish tag data sharing channels to realize tag sharing between provincial companies and State Grid Customer Service Center.Through the functions of data analysis,maintenance,strategy management,data query and report analysis,the results can be pushed to 95598 business support system in real time when customers call,which supports the customer service commissioner to carry out customer service work,effectively improves the ability and level of customer service,and reduces the work order error distribution rate.