Bo Zhang
ABSTRACT
The power grid enterprise has established various electronic service channels to provide better services to the electric power customers, whose online requests are handled by the customer service personnel. The paper proposes the design of the intelligent robot of online customer services by adopting a variety of mature artificial intelligence technologies to enable more convenient and better service experience to the customers. The functional design of the intelligent robot engine is described first with business guidance rule management, engine support, knowledge graph support, service channel support, and operation management support, which could be the essential component of the collaborative channel management platform in the online channel management system. The working mechanism of the intelligent robot engine is elaborated, where the workflow is illustrated to provide the automatic online customer service and the corresponding business guidance rules are described, taking the ones for the electricity quantity inquiry as example. The electric power knowledge graph is established to locate the keywords of the electric power business consultation in the business request from the customers where the deep bidirectional LSTM-CRF model is adopted with word embeddings. The advantages of the intelligent robot engine are analyzed respectively from perspectives of the customers, the personnel and the power grid enterprise, the key points of developing and improving the engine in the future are finally discussed.
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Index Terms
- Research on Intelligent Robot Engine of Electric Power Online Customer Services Based on Knowledge Graph
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