Electric charge customer service work order grabbing and diagnosing method and device based on process automation

The invention provides an electric charge customer service work order grabbing and diagnosing method and device based on process automation, and the method and device can be used for carrying out thequick data obtaining, data recording and judgment through an RPA in a power supply service monitoring and processing process, and generating auxiliary appeal processing information. The method and device can achieve the automatic and quick collection of the basic data of the electric charge customer service work order, effectively improve the work efficiency, achieves the standardization and structuralization of a data mode, avoid the omission of manual processing, and provide data support for the subsequent quantitative data analysis, customer appeal reason analysis and customer portrait formation. 本发明提供一种基于流程自动化的电费类客服工单抓取与诊断方法及装置，可以用于供电服务监控和处置过程中，通过RPA进行数据快速获取、数据记录和判断，以及生成辅助诉求处理的信息。可以实现电费类客服工单基础数据的自动快速收集，有效提高工作效率，并使数据方式标准化、数据结构化，避免人工处理的遗漏，为后续量化数据分析、客户诉求原因分析、形成客户画像提供数据支撑。