Opening up a new pattern of ubiquitous power Internet of Things customer service

——Interview with Wu Xingping, Chairman and Party Secretary of the Customer Service Center of State Grid Corporation of China

Special Correspondent Ren Liguo

Reporter: What changes will the construction of ubiquitous power Internet of Things bring to customer service?

Wu Xingping: The company's second quarter work meeting in 2019 proposed to solidly promote the construction of ubiquitous power Internet of Things and fully launch various key construction tasks such as the customer service center. The impact of the construction of ubiquitous power Internet of Things on customer service is mainly reflected in the following three aspects.

The first is the change in service access methods. In the future, the company's business will extend to the entire scene and process of customer energy use, with more diverse ways of connecting with customers and wider points of connection. The company is accelerating the construction of "Online State Grid" and creating a unified online service platform, which requires the State Grid Customer Service Center to do a good job in the operation and management of "Online State Grid", establish a service system that supports ubiquitous connections, and quickly respond to customer demands.

The second is the change in service boundaries. With the construction of the ubiquitous power Internet of Things, the company's service objects will not only include traditional residents, corporate and institutional customers, but also industry partners, suppliers, third-party service platforms, etc. The service content will also extend from traditional power services to emerging smart energy services such as electric vehicles, distributed new energy, and integrated energy in parks. The State Grid Customer Service Center will actively respond to the demands of different service objects, strengthen service coordination with provincial companies and industrial units, and more widely integrate, open and share service resources.

The third is the change in service model. At present, customer service mainly solves customer demands such as fault repair and electricity consultation through telephone channels. As the business becomes more diversified, the company will provide comprehensive services such as data sharing, business diversion, platform operation, and value co-creation for the energy Internet ecosystem through online service channels to better meet customer needs. The State Grid Customer Service Center has changed its service concept, strengthened its platform operation capabilities, deeply mined data value, and continuously innovated service models to provide strong support for emerging smart energy businesses; further improve service capabilities to ensure that services are extended wherever the company's business develops.

Reporter: What characteristics do you think customer service work will have in the future?

Wu Xingping: The first feature is diversified demand and scenario-based services. With the construction of ubiquitous power Internet of Things, customer demand will no longer be limited to a single power consumption field, but will revolve around various scenario-based demands for people, life, and energy, such as electric vehicles, smart homes, photovoltaics, and electric heating. It is necessary to adapt to the demand scenarios of different customers and provide flexible, customized, precise, and intelligent services based on the energy consumption characteristics of customers.

The second feature is ubiquitous connection with customers, realizing connection as a service. With the deepening of the construction of ubiquitous power Internet of Things on the distribution network side, a real-time connection channel between the customer's Internet of Things terminal and the company's customer service background has also been established. As an energy service provider, the company can directly and efficiently perceive the real-time status of the customer side, conduct energy efficiency analysis and abnormal diagnosis, thereby greatly reducing the traditional service interaction links on the customer side, shortening the service link to the greatest extent, and realizing connection as a service.

The third feature is that services are more proactive, intelligent and accurate. The construction of the ubiquitous power Internet of Things enables the comprehensive and real-time collection and sharing of customer-side terminal equipment data and company-side service resource information. In addition, the same source, uniqueness, sharing and integration of marketing, distribution and dispatching professional data will make customer service more proactive, intelligent and accurate.

Reporter: Aiming at the goal of building a world-class energy Internet enterprise customer service center, what key measures will the State Grid Customer Service Center take?

Wu Xingping: The State Grid Customer Service Center is accelerating the construction of ubiquitous connectivity. It is accelerating the promotion and application of the "Online State Grid" network, promoting the establishment of a wider range of customer connections, increasing customer touchpoints, and achieving instant connection and data interaction with energy-using terminals. It is promoting the application of the results of the integration of marketing, distribution and dispatching in the customer service field, and expanding customer service for emerging businesses such as smart energy services, smart Internet of Vehicles, and energy e-commerce.

Focus on promoting the construction of sharing and co-creation. Focus on building an intelligent knowledge base that is shared across all channels and platforms, and realize the sharing and use of customer panoramic views, service demand libraries, and customer tag libraries within and outside the company. Accelerate the construction of intelligent customer service and provide the company with basic AI capabilities such as speech recognition, semantic understanding, and speech synthesis. Promote the sharing and reuse of "Online State Grid" business and data middle platform, provide the best service window for various innovative businesses and guide customer traffic, share service resources and data resources, and enable the development of energy Internet business.

Actively participate in the construction of ubiquitous power Internet of Things. Promote demonstration projects such as the construction of digital customer service based on panoramic customer insights and the integration of park-level energy Internet of Things smart service systems, carry out in-depth application of marketing and distribution integration results, customer portrait application, 95598 business linkage sharing, etc., promote the correlation and integration of 95598 data with marketing, operation and inspection, and power grid planning data, build a customer service middle platform, and promote the construction of ubiquitous power Internet of Things.

Reporter: What role will the State Grid Customer Service Center play in building the energy Internet service ecosystem?

Wu Xingping: The State Grid Customer Service Center will leverage the advantages of shared services. In terms of service portals, we will promote the deep integration of multi-channel and cross-business customer services, and enable one agent to support multi-business customer services; accelerate the connection between the "Online State Grid" service portal and government and multiple channels such as finance, communications, and public utilities, and achieve mutual drainage and openness. In terms of service resources, we will fully reuse the capabilities of the customer service middle platform to achieve intensive sharing and efficient regulation of the company's online service resources, and support the rapid iteration of innovative services. In terms of big data, we will gather the company's customer service data resources, build a dedicated data application model for smart energy business, explore and carry out social applications such as bank loan risk control models and third-party agency credit assessments, and promote social data sharing. In terms of service innovation, we will strive to make the "Online State Grid" a publishing and operation platform for innovative services of various units of the company, build an intelligent customer service platform, improve customer experience, and improve service quality and efficiency.

Empower the service ecosystem. In the field of traditional power business, deepen business sharing and integration through the customer service platform, break through cross-professional business barriers, realize "one-stop service" for business, and provide customers with one-stop service. Fully integrate and utilize data resources, build energy consumption views, customer portraits, energy efficiency assessments, data resource views and other products, and open them to provincial companies and industrial units for sharing, driving internal business innovation. In the field of emerging smart energy business, guide customers to innovative businesses in the energy Internet ecosystem through event operations and targeted advertising; tap into the value of customer traffic, and jointly carry out cross-channel traffic interaction and product linkage with emerging businesses to achieve a two-way win-win situation. Strengthen the openness of the customer service platform, formulate unified service standards and specifications, and provide comprehensive information query, energy cost payment, energy business processing and other public services for enterprises and third-party social channels. In the field of commercial business expansion, relying on a unified online service platform, we actively establish business cooperation with the financial, insurance and other industries, introduce third parties to jointly carry out data service operations such as energy efficiency analysis and certification services, and create commercial products such as the City Brightness Index, the Industrial Policy and Energy Consumption Correlation Index, the Power Grid Service Capability View, and the Enterprise Health Index to support the diversified development of the company's social service products.