| 丁嘉涵,张 爽,林少娃.基于潜在投诉用户识别的频繁停电治理方法[J].电力需求侧管理,2019,21(S1):61-62 |
| 基于潜在投诉用户识别的频繁停电治理方法 |
| Frequent blackouts government based on distinguishment of potential complaint user |
| 投稿时间：2019-08-01 修订日期：2019-09-03 |
| DOI：10. 3969 / j. issn. 1009-1831. 2019. S1. 017 |
| 中文关键词: 频繁停电 投诉治理 用户识别 |
| 英文关键词: frequent blackouts complaint management use identification |
| 基金项目: |
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| 摘要点击次数: 329 |
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| 中文摘要: |
| 针对停电事件频发导致用电客户不良感知的问题，综合运用故障报修、停电发布、客服工单多渠道海量信息，挖掘潜在频繁停电投诉用户，并提出将其应用于停电工单预警、停电计划风险管控、差异化用户服务策略套餐，为电力企业采取精准高效的服务提升措施提供支撑。 |
| 英文摘要: |
| In view of the problem of bad perception of power customers caused by frequent blackouts, the potential users of frequent blackouts complaints are excavated by comprehensive use of multi - channel information of fault reporting, blackouts issuance and customer service orders, and a set of strategies for early warning of blackouts, risk management and control of blackouts, and differentiated user services are proposed. Electric power enterprises take precise and efficient service promotion measures to provide support. |
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