摘要
随着智能电网业务逐步发展,国家电网各条电子渠道承载的业务量越来越大,电子渠道的运营复杂度与日常监管难度也随之提高,现有电子渠道监管模式所面临的压力也不断增加。如何整合现有资源提高客户满意度是国网电子渠道亟待解决的问题。本文基于用户感知层面与应用服务层面进行研究,利用人工智能与数据挖掘技术,对国网各电子渠道用户感知数据与运维监控指标数据进行分析,通过构建多维异构电子渠道服务监管模型,达到提高业务质量与客户满意度的目的。
With the gradual development of the smart grid business, business volume of the each State Grid E-Channel would be more and more large, operation complexity and daily supervision difficulty would increase, the existing E-Channel supervision mode facing the pressure is increasing.How to integrate existing resources to improve customer satisfaction index is an urgent problem to be solved in the each State Grid E-Channel. Based on user perception level and application service level, this paper uses artificial intelligence and data mining technology to analyze user perception data and operation-maintenance monitoring index data on various electronic channels which belong to State Grid Corporation of China. And multidimensional heterogeneous electronic channel service regulatory model is constructed in order to improve quality of service and customer satisfaction.
作者
荣文钊
朱承治
周春
刘路峰
RONG Wen-zhao;ZHU Cheng-zhi;ZHOU Chun;LIU Lu-feng(Beijing GuoDianTong Network Technology Co.,Ltd.,Beijing 100070;State Grid Zhejiang Province Electric Power Corporation,Hangzhou Zhejiang 310000)
出处
《数字技术与应用》
2018年第5期154-156,共3页
Digital Technology & Application
基金
国电电网科技项目"基于"互联网+"营销服务电子渠道统一身份认证及服务监管关键技术研究"资助
项目编号:No.52110417001D
关键词
人工智能
电子渠道监管
面向应用监控
用户感知
客户满意度
artificial intelligence
e-channel supervision
application oriented monitoring
user perception
customer satisfaction index
