"Now, if there's a problem with the electricity in my home, instead of calling the customer service hotline, I just need to send a message in the community WeChat group. The 'Xinjiang Power Assistant' will promptly report the problem to the power supply company, and then the staff members will come to provide on-site service. It's really convenient!" On Feb 7, Mirshat Alim, a resident of Jiayuan Community in Turpan, said happily.
The "Xinjiang Power Assistant" mentioned by Mirshat Alim is an intelligent customer service robot. Based on semantic understanding technology and an intelligent knowledge base, it can automatically identify and answer the electricity-related demands of power customers in WeChat groups. Based on a multi-professional data information database, the robot collects and feedback customers' electricity - using demands around the clock through WeChat text recognition and queries, changing the traditional manual follow-up method into a fully automatic handling approach.
To shorten the service radius, the State Grid Turpan Power Supply Company divides the 429,600 customers in its supply area into 66 power supply service grids. The "Xinjiang Power Assistant" AI robot is applied across the board to conduct 24-hour identification, detection and information push, enabling timely response to customer demands.
Up to now, the State Grid Turpan Power Supply Company has carried out on-site services more than 1,300 times through the "Xinjiang Power Assistant". It has processed 2,509 pieces of electricity-related information identified by the "Xinjiang Power Assistant", covering power outages, electricity bill payment, consultations, etc. As a result, the customer service satisfaction rate has increased from 98.89 percent to 99.52 percent.
