人工智能在电力服务领域中的应用前景

以深度学习和自主智能为特征的新一代人工智能技术，已成为推动电力客服中心领域技术进步的重要手段。人工智能技术在提高计算能力、增强人机互动、基层减负、提升电力客服中心智能化应用水平等方面可发挥积极作用，为建设“全景监测、智能预警、科学调控”新一代智慧客服系统提供支撑。研究了人工智能当前应用现状，并分析了电力客服中心的应用需求，提出了人工智能在电力客服中心的人机交互服务、舆情监测防护、话务峰涌预警、应急指挥调控等方面的具体应用场景，给出了电力客服中心发展人工智能的重点建议。

Analysis of application prospect of artificial intelligence in power customer service center

The new generation of artificial intelligence technology characterized by deep learning and autonomous intelligence has become an important means to promote the technical progress in the field of power customer service center.Artificial intelligence technology can play a positive role in improving the computing ability，enhancing human-computer interaction，reducing the burden at the grass-roots level，and improving the intelligent application level of power customer service center，providing support for the construction of a new generation of intelligent customer service system of "panoramic monitoring，intelligent early warning，scientific regulation".This paper studied the current application status of artificial intelligence and analyzed the application requirements of power customer service center，to put forward the specific application scenarios of artificial intelligence in the aspects of human-computer interaction service，public opinion monitoring and protection，traffic peak and surge warning，emergency command and control，and to provide the key suggestions for the development of artificial intelligence in power customer service center.