CN-115908056-B - Meta universe-based intelligent processing method and system for heat supply system customer service

CN115908056BCN 115908056 BCN115908056 BCN 115908056BCN-115908056-B

Abstract

The invention discloses an intelligent processing method of a heat supply system customer service based on a metauniverse, which comprises the steps of building a heat supply system metauniverse platform comprising a physical fusion layer, a model fusion layer, a data fusion layer and a service fusion layer, building a customer virtual image and a service personnel virtual image in the same metauniverse virtual space based on the heat supply system metauniverse platform, carrying out business communication in real time, determining the customer business type according to a customer virtual image, a business communication result and a customer heat supply requirement, carrying out passive processing of the customer service, and carrying out active customer service, wherein the active customer service is based on the heat supply system metauniverse platform, fusion analyzing multi-source heterogeneous data related to the heat supply system customer service, building a customer portrait and supervising the running state of the heat supply system, and carrying out active contact with a customer before the customer gives the business requirement.

Inventors

LUO XIANG
CHEN JIAMING
MU PEIHONG
XIE JINFANG

Assignees

北京英集慧联科技有限公司

Dates

Publication Date: 20260512
Application Date: 20221114

Claims (9)

1. The intelligent processing method for the heat supply system customer service based on the meta universe is characterized by comprising the following steps of: the building of a heating system meta-universe platform comprises the steps of building a heating system meta-universe platform comprising a physical fusion layer, a model fusion layer, a data fusion layer and a service fusion layer, and performing ubiquitous sensing, virtual mapping, simulated simulation and intelligent management on heating system equipment entities and meta-universe space; The building of the heating system meta-universe platform comprising a physical fusion layer, a model fusion layer, a data fusion layer and a service fusion layer comprises the following steps: The physical fusion layer is used for effectively connecting physical entity resources of the heating system to construct an intelligent Internet of things sensing network of the heating system in a global full period, and is also used for acquiring, fusing and transmitting multi-source heterogeneous data acquired in the intelligent Internet of things sensing network of the heating system in real time, and monitoring and controlling acquired multi-mode data in real time; The system comprises a model fusion layer, a model verification layer, a semantic association and real-time mapping relation establishment layer, a model fusion layer, a data fusion layer and a data fusion layer, wherein the model fusion layer is used for constructing a digital model of a physical entity resource of a heating system in a metaspace and a business logic, attribute characteristics and association relation digital model related in the operation process of the metaspace of the heating system; the data fusion layer is used for collecting, storing, processing, iterating, optimizing, integrating and fusing the data of the physical entity of the heating system and the meta space model of the physical entity of the heating system; the service fusion layer is used for carrying out service resource collaborative interaction, intelligent supervision of a service process, service content simulation and service rule self-optimization; Based on the said heat supply system meta-universe platform, setting up customer virtual image and service personnel virtual image in the same meta-universe virtual space to make real-time business communication, and according to customer virtual image, business communication result and customer heat supply requirement determining customer business type to make passive treatment of customer service; the active customer service is to integrate and analyze multi-source heterogeneous data related to the customer service of the heating system based on the meta-universe platform of the heating system, establish customer portraits and monitor the running state of the heating system and heat consumption data of the customer, actively contact the customer before the customer gives out service appeal, treat potential problems and perform the active and accurate service of the customer; the customer service at least comprises business acceptance, intelligent dispatch, work order tracking, temperature measurement management, operation and maintenance diagnosis, heat supply inspection and charge management businesses.
2. The intelligent processing method for heat supply system customer service according to claim 1, wherein the establishing a customer avatar comprises: the method comprises the steps of shooting a customer through an image acquisition device to obtain a customer image, acquiring the working state and the room temperature of heating equipment in the customer home by adopting a data acquisition device arranged in the customer home, or acquiring the running state of a heating station by adopting a data acquisition device arranged in a subordinate heating station, and obtaining basic attribute information of the customer through a heating system background, wherein the customer at least comprises a heat user and subordinate heating station management personnel, and the basic attribute of the customer at least comprises the name of the heat user, the name of a affiliated cell, the number of a unit building and the number of a room, and the name of the subordinate heating station management personnel, the name of the subordinate heating station and the number of the heating station; And establishing a customer virtual three-dimensional image based on the customer image by adopting a three-dimensional reconstruction technology, and marking the customer virtual three-dimensional image through the working state, the room temperature and the customer basic attribute information of the customer home heating equipment to obtain the customer virtual image.
3. The intelligent processing method for the customer service of the heating system according to claim 1, wherein the determining the customer service type according to the customer avatar, the service communication result and the customer heating demand, and performing the passive processing of the customer service, comprises: The method comprises the steps of taking customer virtual images, customer-described home heat supply appeal information and business communication results with customers as customer service requirement information, extracting keywords from the customer service requirement information by adopting expert algorithms arranged in a heat supply system meta-universe platform, carrying out customer service next-step processing aiming at directly intuitively-solved customer appeal, and predicting a customer service processing mode of the next-step processing aiming at intuitively-solved customer appeal by inputting the keywords into a trained machine learning algorithm for business recognition.
4. The intelligent processing method for customer service of heating system according to claim 3, wherein said method further comprises obtaining similar data between the customer and customer appeal in the history database by using a pre-established similarity model, and recommending a post-customer service processing mode of the similar customer with similarity greater than a preset value for reference by a heating service manager.
5. The intelligent processing method for heat supply system customer service according to claim 1, wherein the fusion analysis of multi-source heterogeneous data related to the heat supply system customer service to create a customer representation comprises: Acquiring initial data information of a target client related to the service of a heat supply system client, preprocessing and extracting identification to acquire initial attribute data and initial behavior data; performing standardization processing on the initial attribute data to obtain target attribute data, and generating a client attribute tag according to the target attribute data; the initial behavior data is normalized to obtain target behavior data, and the target behavior data is input into a trained neural network model to obtain a client behavior label, wherein the client behavior label at least comprises a heating behavior, a charging behavior and an interactive behavior, the heating behavior comprises a heating characteristic and a load characteristic, the charging behavior comprises a charging mode and charging time, and the interactive behavior at least comprises a appeal behavior, an interactive characteristic, channel preference and a notification mode; performing label mining on the client attribute labels and the client behavior labels by adopting a preset algorithm to obtain label mining results, and obtaining client portraits of target clients according to the label mining results, wherein the preset algorithm comprises a cluster analysis algorithm, a classification analysis algorithm and a regression analysis algorithm, the cluster analysis algorithm comprises a K-means algorithm and a hierarchical clustering algorithm, the classification analysis algorithm comprises a decision tree algorithm, a principal component analysis method and a convolutional neural network algorithm, and the regression analysis algorithm comprises linear regression analysis and nonlinear regression analysis.
6. The intelligent processing method for customer service of heating system according to claim 1, wherein the steps of establishing customer portrait and supervising the running state of the heating system, and the heat consumption data of the customer, actively contacting the customer before the customer makes service appeal, processing potential problems, and performing the customer active accurate service include: According to the generated customer service work order, obtaining heat supply operation data of a heating power station of a district with high-frequency demand service, obtaining customer heat data of a typical floor of a corresponding district, combining weather factors to form a data sample, and respectively establishing a heating power station water supply temperature prediction model and a customer room temperature prediction model by adopting a CNN-BiGRU network based on an attention mechanism; According to the heating station water supply temperature prediction model and the client room temperature prediction model, predicting the heating station water supply temperature and the client room temperature, if the error exceeds a threshold value compared with the preset heating station water supply temperature and the client room temperature, performing active dispatching to perform heat supply inspection, diagnosis analysis and active temperature measurement, performing adjustment of corresponding heat supply parameters, treating potential risk problems, and performing client active accurate service; And carrying out customer service by adopting a communication mode and a service mode which accord with customer labels according to the customers of different thermal behaviors, payment behaviors and interaction behaviors of the customer image pairs.
7. The intelligent processing method for customer service of heating system according to claim 6, wherein the method further comprises obtaining customer service work order data of complaints, preprocessing the data in combination with corresponding heat supply operation data, extracting data features and establishing a customer complaint tendency prediction model by a machine learning method, applying the customer complaint tendency prediction model to a customer group without complaint, identifying target identification of a customer group with complaint tendency, calculating potential complaint risk probability, and actively contacting customers to provide service.
8. The intelligent processing method for customer service of heating system according to claim 6, wherein the adopting CNN-BiGRU network based on attention mechanism to respectively build the heating station water supply temperature prediction model and the customer room temperature prediction model comprises: the data vector is input into a CNN network model to be subjected to convolution operation, maximum pooling operation and full connection layer output respectively to obtain an extracted data feature vector, and the extracted data feature vector is input into a BiGRU network model structure to be subjected to model training; adopting an attention mechanism to obtain probabilities corresponding to different data feature vectors according to a weight distribution principle by adopting the data feature vectors processed by BiGRU networks, continuously updating and iterating out a better weight parameter matrix, and obtaining a CNN-BiGRU mixed network model formed by a CNN network and a BiGRU network; predicting by adopting a trained CNN-BiGRU mixed network model to obtain a prediction result of the water supply temperature of the heating station and a prediction result of the room temperature of a client; the probability corresponding to the different data feature vectors is obtained according to the weight distribution principle and is expressed as follows: ; ; ; ; ; ; for the time t, vector is output by BiGRU network layer The corresponding attention probability distribution value; And Is a weight coefficient; Is a bias coefficient; to output at time t using an attention mechanism; Matching weights for the vectors; Time is; a certain time before the time t; is in a forward hidden layer state; Is in a backward hidden layer state; Is that Corresponding weights; Is that Corresponding weights; The bias quantity of the hidden layer state at the moment t; Is an input vector; the function is to translate the input vector into a corresponding GRU hidden layer state.
9. The utility model provides a heating system customer service intelligent processing system based on metauniverse which characterized in that, heating system customer service intelligent processing system includes: The heating system meta-cosmic platform building unit is used for building a heating system meta-cosmic platform comprising a physical fusion layer, a model fusion layer, a data fusion layer and a service fusion layer and performing ubiquitous sensing, virtual mapping, simulated simulation and intelligent management on equipment entities and meta-cosmic spaces of the heating system; The building of the heating system meta-universe platform comprising a physical fusion layer, a model fusion layer, a data fusion layer and a service fusion layer comprises the following steps: The physical fusion layer is used for effectively connecting physical entity resources of the heating system to construct an intelligent Internet of things sensing network of the heating system in a global full period, and is also used for acquiring, fusing and transmitting multi-source heterogeneous data acquired in the intelligent Internet of things sensing network of the heating system in real time, and monitoring and controlling acquired multi-mode data in real time; The system comprises a model fusion layer, a model verification layer, a semantic association and real-time mapping relation establishment layer, a model fusion layer, a data fusion layer and a data fusion layer, wherein the model fusion layer is used for constructing a digital model of a physical entity resource of a heating system in a metaspace and a business logic, attribute characteristics and association relation digital model related in the operation process of the metaspace of the heating system; the data fusion layer is used for collecting, storing, processing, iterating, optimizing, integrating and fusing the data of the physical entity of the heating system and the meta space model of the physical entity of the heating system; the service fusion layer is used for carrying out service resource collaborative interaction, intelligent supervision of a service process, service content simulation and service rule self-optimization; The passive customer service unit is used for establishing a customer virtual image and a service personnel virtual image in the same meta-universe virtual space based on the heat supply system meta-universe platform, carrying out service communication in real time, determining the type of customer service according to the customer virtual image, a service communication result and customer heat supply requirements and carrying out passive treatment on customer service; The active customer service unit is used for integrating and analyzing multi-source heterogeneous data related to the customer service of the heating system based on the heating system meta-universe platform, establishing customer portraits, supervising the running state of the heating system and the heat consumption data of the customer, actively contacting the customer before the customer gives out service appeal, treating potential problems and carrying out active accurate service of the customer; the customer service at least comprises business acceptance, intelligent dispatch, work order tracking, temperature measurement management, operation and maintenance diagnosis, heat supply inspection and charge management businesses.

Description

Meta universe-based intelligent processing method and system for heat supply system customer service Technical Field The invention belongs to the technical field of intelligent heat supply customer service, and particularly relates to an intelligent heat supply system customer service processing method based on a meta universe. Background With the rapid development of economy, the urban central heating scale is continuously increased, and various customer service demands are frequently generated every heating season, so that the intelligent heat supply customer service system is generated, and the intelligent heat supply customer service system mainly solves the problems of business such as charge management, customer complaints, temperature measurement, inspection, dispatching and the like, and for example, a customer repair or complaint and the like request work order is unified by a customer service center, so that quick response to the customer demands is realized. The meta universe is a virtual world which is linked and created by utilizing a scientific and technological means, is mapped and interacted with the real world, and has a digital living space of a novel social system. The metauniverse is essentially a real-world virtualization, digitizing process that requires extensive modification of content production, economic systems, user experience, and physical world content, etc. But the development of the metauniverse is progressive, and is finally formed by continuous fusion and evolution of a plurality of tools and platforms under the support of shared infrastructure, standards and protocols. The method provides immersive experience based on an augmented reality technology, generates a mirror image of the real world based on a digital twin technology, builds an economic system based on a blockchain technology, integrates the virtual world with the real world closely on an economic system, a social system and an identity system, and allows each user to conduct content production and world editing. However, in the actual customer service application, the service communication effect between the customer and the customer service center is poor, the service processing is not timely, and meanwhile, some service demands of the customer cannot be analyzed in advance, so that active service is difficult to achieve, and the problems of poor heat supply satisfaction degree of the customer, more customer appeal and the like are faced. Based on the technical problems, a new intelligent processing method for the customer service of the heating system based on the meta universe needs to be designed. Disclosure of Invention The invention aims to solve the technical problems, and overcome the defects of the prior art, and provides an intelligent processing method for customer service of a heating system based on metauniverse, which can realize business communication between customers and service centers in the same metauniverse virtual space, and can dispatch personnel to participate in customer service scenes and virtual sites in a real application at any time and any place according to actual business requirements, so as to realize passive service of the customers, thereby improving satisfaction and working efficiency of customer service; on the other hand, the customer portrait, the supervision heating system running state and the customer heat data can be established based on the heating system meta-universe platform, the historical customer service work order data, the historical system running data and the customer heat information are analyzed by adopting a machine learning algorithm, the heating risk problem and the target customer with the customer service requirement are found in advance, the customer is actively contacted to provide service, and the active accurate service of the customer is performed. In order to solve the technical problems, the technical scheme of the invention is as follows: the invention provides a heat supply system customer service intelligent processing method based on meta universe, which comprises the following steps: the building of a heating system meta-universe platform comprises the steps of building a heating system meta-universe platform comprising a physical fusion layer, a model fusion layer, a data fusion layer and a service fusion layer, and performing ubiquitous sensing, virtual mapping, simulated simulation and intelligent management on heating system equipment entities and meta-universe space; Based on the said heat supply system meta-universe platform, setting up customer virtual image and service personnel virtual image in the same meta-universe virtual space to make real-time business communication, and according to customer virtual image, business communication result and customer heat supply requirement determining customer business type to make passive treatment of customer service; the active customer service is to integrate and analyze multi-source heter