微型电脑应用2025，Vol.41Issue(9)：274-277,4.
基于多技术融合处理的国网坐席人员服务质量提升研究
Research on Service Quality Improvement of State Grid Seating Personnel Based on Multi-technological Convergence Processing
丁毛毛 1李玮 1信博翔 1何薇 2李杰2
作者信息
- 1. 国家电网有限公司客户服务中心,天津 300300
- 2. 北京中电普华信息技术有限公司,北京 100031
- 折叠
摘要
Abstract
In order to improve the service quality of the seating personnel in the 95598 online service system of the power grid,the work order text of the 95598 online service system is preprocessed based on the term frequency-inverse document frequency(TF-IDF)algorithm,and the work order text content is preprocessed into a digital language that can be read and processed by the computer.The work orders of the 95598 online service system are simplified and classified using the k-means clustering al-gorithm and the hierarchical clustering algorithm,a comparison is made between the work order processing service quality of the State Grid seating personnel before and after the streamlining process.The results show that after multi-tchnological con-vergence processing,the system work order categories are reduced from 32 to 24,and the work order reduction rate is 25％,which can greatly improve the work order processing efficiency of seating personnel and reduce the error rate.The average o-vertime rates of before and after work order processing of seating personnel are 7.02％and 3.02％,respectively.After multi-technological convergence,the service quality of the Sate Grid seating personnel is significantly improved.关键词
95598在线服务系统/坐席人员/服务质量/TF-IDF算法/聚类算法Key words
95598 online service system/seating personnel/service quality/TF-IDF algorithm/clustering algorithm分类
信息技术与安全科学引用本文复制引用
丁毛毛,李玮,信博翔,何薇,李杰..基于多技术融合处理的国网坐席人员服务质量提升研究[J].微型电脑应用,2025,41(9):274-277,4.
