"Great for business data analysis, semantic recognition do understand electrical information, log in directly to the brush face intelligent service terminals EFM ......" December 30, this series of intelligent power to do new experience in the China Southern Power Grid, Guangzhou Power Supply Bureau launched " POWER museum experience "come true. This is also the Guangzhou Power Supply Bureau in 2019 built the first 12 intelligent power supply business Hall. Day, Guangzhou Power Supply Bureau held a "new experience, service upgrades, help Guangzhou new color" Electricity Service Experience Tour event. The Experience Tour invited from well-known think tanks, CPPCC members, service industry business models, news media, five power service experience officer of Guangzhou Power Supply Bureau powered full-service channel to experience. Full service channels including the new wisdom of the operating room (Chuangzhan center POWER museum), Guangzhou Power Supply 95598 hotline service.
AI technology to make services more convenient
Located in Guangzhou Tianhe South Road Chuangzhan POWER museum is the center of Guangzhou Power Supply Bureau to implement the optimization and upgrading service channel strategy, online and offline service channels comprehensive upgrade of the year wrap up. This year, Guangzhou has built 12 intelligent service experience hall, entities operating room transition to a smart, hands-on. And "in accordance with the customer of any age can without the guidance of the staff, can freely transact any business power" is a major goal of wisdom operating room transition. POWER museum and take full advantage of convenience "Internet + AI" technology brings, realized from the traditional counter to the accepted "Scene of experience, self-handling" shift in the way.
Walked into the museum, where the guide screen through big data analytics to automatically push customer often handle the business, intelligent assistant equipped with a semantic recognition tool that can carry out intelligent response with customers, answer questions quickly push. 4th generation full-service business intelligence terminal EFM can brush face login with OCR text recognition technology, customers throughout Miantian single. There are electronic independently designed by the Guangzhou Power Supply Bureau call center service experience and develop software installed channels Tablet PC experience, so that customers can smoothly travel on the supply of electronic service channels, the real "time not running." The entire operating room is controlled by the intelligent system, realize the regional mutual interaction devices, allow customers to experience better for optimizing the business environment in Guangzhou, Guangzhou new color to contribute.
Diversified products and services to make more peace of mind
为满足客户多元化的需求，秉承着为客户创造价值的服务理念，POWER体验馆还积极传递绿色低碳的生活理念，积极拓展综合能源服务。在POWER体验馆內，6大类共18项综合能源服务可供客户了解和办理，如针对某些对电能质量敏感的工业用户，广州供电局研发推出电压暂降综合治理增值服务产品，2018年至今已为使用该产品的客户减少直接经济损失超过60万元。
广东省社情民意调查中心的冯胜平主任在参观时说：“作为体验官，真切地感受到了POWER体验馆内高新科技云集所带来的快捷便利，相信客户在实际使用过程中也能感受到客户服务体验的全新升级。”
高效运营让服务更可靠
广州供电95598自2001年成立至今，陪伴广州用电客户走过了18年，已成为广州供电局连接沟通羊城千家万户的连心线。在广州供电95598十八周年之际，旭日大厦运营场地的正式投运，与创展中心的运营场地实行双场地运营，为广州用电客户提供更可靠稳定的服务保障。新运营场地一共设置有200个坐席位置，藉此广州供电95598坐席规模可达280个，不仅满足日常的话务高峰热线客服的需求，还可以丰富在线客服、视频客服，满足客户在电子渠道服务日益增长的需要。
智能全景式应用让服务更舒心
广州供电95598以智能技术促服务提升。通过语音转译、人工智能、信息融合等技术，建设客户标签、智能知识库、智能机器人、停电地图等应用，快速响应市民的用电需求。95598热线通过研究客户行为特征，通过系统自动标签的形式，坐席可以快速认知客户特点，更有策略和针对性地提供客户个性化服务。智能知识库可以主动向坐席推送知识点，结合了语音转译、模糊搜索等智能方式，帮助坐席快速搜寻到客户关心的问题答案。对于客户比较关注、集中来电咨询的故障停电问题，热线针对性升级了可视化的“停电地图”，可以让坐席根据客户提供的模糊地址，快速定位到地图上具体故障事件，答复客户停电原因以及预计恢复供电时间，让客户提前做好工作和生活安排。今年广州供电95598还重点打造了视频客服，为全市各区供电服务营业厅、各合作渠道放置的全业务智能终端提供可视化的支持服务，通过视频与市民面对面交互，将“听得见的微笑”变为“看得见的笑脸”。
“想客户之所想，急客户之所急，95598热线真正做到了以客户为中心。”中国电力传媒集团广东分公司总经理周妍说道。
智能服务的应用为提升服务质量及转型带来了智能经济时代的新机遇，广州供电局将持续打造智能服务生态，加速智能化升级，始终坚持优化营商环境，优化全方位服务体系，为客户创造价值，助力广州出新出彩。