基于智能问答的充电站智能交互终端技术研究

Research on Intelligent Interactive Terminal Technology of Charging Station Based on Intelligent Question Answering

近年来,多用途充电设施投资建设快速稳步增长,充电设施和充电服务对很多新能源车主来说是新事物,存在大量的业务咨询和操作咨询需求。目前,大多数充电站是无人值守充电站,车主用户在现场遇到充电相关问题时,主要通过拔打客服电话获取咨询辅助,其中的技术问题需由客服人员派单给技术支持人员来解答,这就导致在现有的服务方式下,用户等待时间长、客服及运维工作量比较大且效率较低。本文以此为出发点,对智能问答的充电站智能交互终端进行研究,以推动充电服务知识体系构建,充电智能问答交互服务应用构建,以及加快智能交互终端研制及试点应用。

In recent years,investment and construction of multi-purpose charging facilities has grown rapidly and steadily.Charging facilities and charging services are new to many new energy vehicle owners,and there is a large demand for business consulting and operation consulting.At present,most charging stations are unattended charging stations.When car owners encounter charging-related problems at the scene,they mainly get help by calling customer service telephones.The technical problems need to be dispatched by customer service staff to technical support staff to answer.This leads to the long service waiting time,large customer service and operation and maintenance workload and low efficiency in the existing service methods.This paper uses this as a starting point to study the intelligent interactive terminal of charging station for intelligent question answering,to promote the construction of charging service knowledge system,the construction of charging intelligent question answering interactive service application,and to accelerate the development and pilot application of intelligent interactive terminal.