互联网工单业务智能小助手应用的设计与实现

Design and Implementation of Intelligent Assistant Application for Internet Work Order Business

为优化电力营商环境,完善供电服务和抢修指挥体系,按照人员集中、信息集成、管理集约的原则,各省电力公司建成地市级供电服务指挥中心,通过营配调专业协同、业务融合,实现24 h全天候服务管控和服务响应,开启营配调一体化供电服务新模式。而供电服务指挥中心日常处理互联网工单存在十分明显的不平衡特征,工单集中爆发或随机到达时有发生,通常需要专职人员频繁刷新工单页面,工作强度大、易出错遗漏,也容易造成工单处理不及时的问题。为解决上述问题,本文利用机器人流程自动化(RPA)技术形成工单在线督办与提醒,在不增加人员的情况下,提高效率与服务质量,从而实现降本、提质、增效。

In order to optimize the power business environment,improve the power supply service and emergency repair command system,and follow the principles of personnel concentration,information integration,and management intensification,each provincial power company has established a prefecture level power supply service command center.Through professional collaboration and business integration of operation,distribution,and dispatch,24 h service control and response are achieved,and a new model of integrated operation,distribution,and dispatch power supply service is launched.The daily processing of internet work orders in the power supply service command center has a very obvious imbalance feature,with concentrated or random occurrences of work orders.It usually requires dedicated personnel to frequently refresh the work order page,which is labor-intensive,prone to errors and omissions,and can also easily lead to the problem of delayed work order processing.To address the above issues,this paper utilizes robotic process automation(RPA)technology to form online supervision and reminders for work orders,improving efficiency and service quality without increasing personnel,thereby achieving cost reduction,quality improvement,and efficiency enhancement.