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                      首頁 > 新聞中心 > 綜合新聞

                      供電服務人工智能指揮員小艾在江蘇“入職”

                              發布時間:2019-07-19        

                      工作人員與人工智能指揮員“小艾”現場互動。

                      “尊敬的客戶,停電范圍:錦旺苑12幢501室。停電時間:2019年7月15日15時03分。溫馨提示:因突發故障,造成您戶所在區域出現停電現象,工作人員正在沿線排查并積極搶修,給您帶來不便敬請諒解。”

                        7秒鐘后,正在揚州某商場工作的李女士接到了這條微信。與常規的人工發布信息不同,這條微信是供電服務人工智能指揮員小艾感知到供電故障后,經由系統智能發出至停電區域內電力客戶手機上的。

                        當天,在江蘇揚州供電公司供電服務指揮中心,經過半年的試用,小艾正式“入職”。

                        “2018年,臺風‘溫比亞’來襲,揚州電網當時遭遇重創。為了解決在處理過程中出現的故障信息發布慢、報修電話多到接不過來等問題,我們開始了人工智能‘電力超腦’的研發,希望在提高工作效率的同時避免人為失誤。”揚州供電服務指揮中心負責人趙越說。

                        按照傳統的工作流程,一旦配電網線路發生故障,調度員先根據監控系統確認故障信息,然后用電話依次通知巡視人員與工單受理員,由工單受理員錄入并發布停電信息,從判斷到發布最快也要花十來分鐘。

                        而融合了語音識別、對話管理、實時通信、圖像識別、流程自動化、專業知識聚合等基礎能力的小艾上崗后,能夠代替配電網搶修指揮人員對配電網設備異常進行自動感知,在發現故障后,經過智能研判,能立即指揮搶修。

                        “以前,像李女士家這種故障,需要居民報修后,我們才能發現故障,再開始搶修。而現在,在李女士上班期間,我們就能自動研判并完成搶修過程。如果不是那條微信,客戶完全不會感知到停電的發生。”揚州供電公司當值調度員汪波說。

                        在提升供電搶修效率的同時,小艾還具備人機對話功能,能夠直接與電力客戶對話,相當于一個虛擬的接線員,能準確回答客戶對于停電搶修的各種咨詢。小艾還具備強大的多線程處理能力,最多能夠同時處理上萬個客戶來電。

                        揚州供電公司有關人員介紹,小艾的“誕生”基于對客戶數據的感知、內部各業務數據共享以及與電網設備的高度互聯。該項目是國網江蘇省電力有限公司應用人工智能技術推動泛在電力物聯網落地的一次創新實踐。此外,對于面向社會公眾的公共服務行業,例如水、氣、交通運輸等,都可以應用這項人工智能技術,提升勞動效率和客戶滿意度。

                      信息來源:國家電網報

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