CN110614642A - Cloud platform-based power supply business hall intelligent service robot and service method - Google Patents

Abstract

A cloud platform-based intelligent service robot and service method for power supply business halls, mainly including an intelligent robot body and a cloud platform, the intelligent robot body is composed of a head, a torso and a chassis, and the robot body includes: a central control module, a mobile Module, human-computer interaction module and charging device, realize the comprehensive perception of people, machines, and objects in the business hall, and provide good service interaction experience for power customers and business personnel in the business hall. Build a cloud service control platform to realize the interconnection of intelligent service robots in various business halls across the province, and comprehensively improve the intelligence level of business halls. Realize the collection, analysis and comprehensive sharing of information between business halls, and form a marketing customer service knowledge system with multi-source aggregation, intelligent classification, fast retrieval, and precise service. It makes the business handling of the business hall more convenient and accurate, improves the work efficiency of the business hall, and can realize 24-hour security supervision, which improves the safety in the business hall.

Description

A cloud platform-based intelligent service robot and service method for power supply business halls

technical field

The invention belongs to the field of service robots, and in particular relates to an intelligent service robot and a service method for a power supply business hall based on a cloud platform.

Background technique

In order to promote the implementation of the State Grid's "three types and two networks" strategy, it is necessary to change the business hall construction and development model, and promote the business hall to become the front desk of the company's marketing services and the main position of marketing promotion. In the management of electricity customers in the electric power business hall, there are problems such as large customer flow, difficult identification of customers, and untimely identification. Due to long waiting time or insufficient ability of service personnel, users are dissatisfied, and even unnecessary disputes or complaints are caused. It will inevitably have a greater negative impact on the customer experience in the business hall and the company's brand image. Therefore, in order to solve the service shortcomings of traditional business halls and continuously improve customer service experience, it is urgent to innovate service models, carry out intelligent applications in business halls, introduce intelligent service robots into the service field of business halls, enhance the differentiated service capabilities of business halls, and improve Power customer service experience.

On the one hand, it is necessary to accurately meet customer needs by providing differentiated services for users, effectively improve customer service experience, and solve problems such as long waiting time for customers, cumbersome identity verification, difficulty in differentiated services, and inaccurate recommendation services in traditional business hall services; On the other hand, it is necessary to establish a customer service knowledge base, use robots to realize on-site consultation and training functions for business personnel, assist business personnel in various business handling and inquiries, and improve the technical service capabilities of service personnel.

Since the business offices at all levels are distributed all over the province, the application of the traditional center-end centralized service model is difficult to meet the needs of the business halls for rapid response to on-site services.

With more and more businesses in power supply business halls, manual counters cannot accurately handle all businesses perfectly, and manual counters cannot check customer information in a timely manner, provide customers with professional business hall information and latest policies, and most business halls A maximum of two to three staff members can be deployed, which is far from being able to supply visiting customers. There is a backlog of customers and the waiting time is too long. How to achieve the goals of business hall function optimization, service upgrade, and comprehensive data storage, and realize the integration of online and offline, front-end and back-end The service process is highly in line with the needs of customers and the development needs of the company's business in the era of artificial intelligence, so as to improve the overall service level of the power supply business hall, which is an urgent problem to be solved at this stage.

Contents of the invention

In order to meet the new needs of customer service, create a good business service environment, strengthen business management, establish a normal business order, adapt to the new situation of service reform, and meet the new needs of customers, the patent of the present invention provides a cloud platform-based smart power supply business hall The service robot mainly includes an intelligent robot body and a cloud platform. The intelligent robot body is composed of a head, a torso and a chassis.

The robot body includes: a central control module, a mobile module, a human-computer interaction module and a charging device;

The central control module includes a central controller, a storage module and a communication module. The central controller is connected to the cloud platform to control the storage module, communication module, mobile module, human-computer interaction module, security module and charging device;

The moving module includes a moving wheel and a sensing device;

The human-computer interaction module includes a display module, a voice module, a recognition module and a printing module;

The cloud platform includes: an intelligent management system, a storage system, a statistical analysis system and a control system.

Further, the driving wheels are arranged at the bottom of the chassis and consist of four universal wheels and two driving wheels connected to the motor;

The sensing device includes an ultrasonic sensor and a laser radar. The ultrasonic sensor is arranged around the chassis for moving and avoiding obstacles; the laser radar is arranged directly in front of the chassis to scan the surrounding environment and plan a path.

Further, a wireless charging module and a main power switch of the robot are installed on the back of the chassis.

Further, the human-computer interaction module is set on the torso of the intelligent robot;

The display module is a display with a touch screen input function, and the display is installed on the mechanical arm of the robot trunk;

The voice module includes a voice input part and a voice output part, the voice input part is composed of a plurality of microphones, which are evenly distributed on the top of the display; the voice output part is composed of a plurality of loudspeakers, which are evenly distributed on the waist of the robot body;

The recognition module includes a face recognition module, an ID card recognition module, a two-dimensional code recognition module, a human body infrared recognition module and a security module;

The face recognition module includes a camera installed on the head of the robot;

The identity recognition module includes an ID card recognizer, and the ID card recognizer is installed on the mechanical arm of the robot trunk;

The human body infrared identification module is composed of a plurality of thermal infrared sensors, and the thermal infrared sensors are installed in the lower half of the robot torso for sensing the position of the human body;

The security module includes a camera device on the head of the robot, a binocular camera and a thermal imaging camera. The head of the robot can rotate flexibly, and the thermal imaging camera is installed on the chest of the intelligent robot's trunk;

The two-dimensional code recognition module is installed below the printing module, recognizes the customer's WeChat two-dimensional code to add customer friends, and can send the business and regulations consulted by the customer to the customer;

The printing module is arranged at the waist of the torso of the intelligent robot.

Further, the mechanical arm of the torso of the robot is provided with an angle rotation mechanism, and the angle of the display and the ID card reader can be changed by adjusting the angle rotation mechanism, which is suitable for customers of different heights, especially those who are handicapped in wheelchairs.

Further, the camera is a monocular camera, and there are fill lights on both sides of the camera. The camera is connected to the cloud platform through a communication module, obtains customer identity information by identifying customer facial information, and stores customer facial information and Identity Information.

Further, the intelligent robot is equipped with a plurality of LED light strips.

Further, the cloud platform interconnects the service robots of each business hall through the communication module, and the service robots of the business halls can be managed uniformly through the intelligent management system of the cloud platform.

A cloud platform-based intelligent service robot service method for power supply business halls, characterized in that it includes the following steps:

(1) When the customer walks into the business hall, the thermal infrared sensor senses the customer and sends an instruction to the central controller, which controls the movement of the mobile module, actively welcomes guests, turns on the voice module, greets the customer, and asks the customer's intention.

(2) The face recognition module recognizes the customer's face information and connects with the public security system of the cloud platform to obtain the customer's identity information, which can realize "zero certificate for electricity", and the intelligent management system compares the customer information in the cloud platform storage system Yes, differentiate customers with different star ratings and push relevant services. The face recognition module can recognize facial expressions of customers, provide comfort for angry customers, and select emergency response services.

(3) Understand the customer's intention through voice interaction, divert and guide the customer, business consultation and business inquiries are handled directly by the service robot, and can recognize the customer's WeChat QR code to send the consultation and query content to the customer, and the robot can reserve contact on the display The method is to make an appointment for business processing, WeChat and Alipay to pay; print invoices and bills to guide customers to the self-service area; for business expansion registration business, guide customers to take a number, print a receipt, and wait in the rest area.

(4) The display uses multimedia to push new services, policies, and regulations to customers in the rest area, introduce new services, guide customers to scan QR codes, and download related business APPs; invite customers to scan WeChat QR codes to add friends, Become a customer exclusive business manager, customers can make relevant complaints and consultations through WeChat, and the background staff will process the customer’s WeChat content; through the matching face information when taking the number, assist in calling the number, synchronously search for the called customer, and go to the customer Remind you to go to the designated counter to handle business.

(5) The central controller drives the mobile module to lead customers to the corresponding exhibition area to publicize national policies and the latest business trends of State Grid Corporation of China, and at the same time push pictures, videos and other content for auxiliary explanations, and comprehensively display the exhibits in the power supply business hall Features and related service content.

(6) After the customer completes the business, the robot sees the customer off, and evaluates the service quality of the window staff and other services in the business hall through the service evaluation on the robot display screen.

(7) It can automatically perform patrols, audio and video monitoring, environmental perception, fire hazard investigation, automatically take pictures and upload pictures to the fire safety management platform and call the police in case of abnormal situations, and realize 24-hour all-weather all-weather monitoring of power supply business halls. When the power is too low, it can automatically return to the charging area to charge.

The advantages of the present invention are:

(1) Research and develop intelligent service robots, use artificial intelligence, machine vision, voice interaction and Internet of Things technologies to expand face recognition, intelligent human-computer interaction, one-scan business processing, operating status collection, and security that traditional service robots do not have On-duty and other functions, realize the comprehensive perception of people, machines, and objects in the business hall, and provide a good service interaction experience for power customers and business personnel in the business hall.

(2) Build a cloud service control platform to realize the interconnection of intelligent service robots in various business halls across the province. Based on cloud computing and cloud storage technology, provide centralized technical services such as user identity authentication, service intelligent recommendation, and service quality evaluation. On the basis of satisfying the convenient and fast interaction of users, it provides consulting and training services for the service personnel of the business hall, and comprehensively improves the intelligence level of the business hall.

(3) Establish a customer service knowledge base for the province's marketing service content, collect customer service knowledge, cases, risks, processes and other comprehensive information through various means such as system synchronization, on-site collection, and public opinion crawling, and realize the business hall The collection, analysis and comprehensive sharing of information among them form a marketing customer service knowledge system with multi-source aggregation, intelligent classification, fast retrieval and precise service.

(4) In addition to functions such as simple greetings, guidance, and business inquiries, the present invention utilizes artificial intelligence, machine vision, voice interaction, big data, cloud storage, and Internet of Things technologies, as well as synchronous positioning and hybrid map construction technologies, to expand service robots in Value-added functions such as face recognition, human-computer interaction, business processing, cloud platform management, cloud data background analysis, on-duty security, etc., realize online and offline, front-end and back-end integrated service processes, and meet customer needs and grid company business in the era of artificial intelligence Development needs make the business handling in the business hall more convenient and accurate, improve the work efficiency of the business hall, and realize 24-hour security supervision, improving the safety in the business hall.

Description of drawings.

Fig. 1 is a structural representation of the present invention;

Fig. 2 is a detailed view of the head structure of the present invention;

Fig. 3 is a detailed view of the trunk structure of the present invention;

Fig. 4 is a structural detail diagram of another angle of the torso of the present invention;

Fig. 5 is a detailed view of the chassis structure of the present invention;

Fig. 6 is a structural detail diagram of another angle of the chassis of the present invention.

Detailed ways

The specific embodiment of the present invention will be described in further detail below in conjunction with the form of the accompanying drawings, but the following examples only enumerate preferred embodiments, which only serve as an explanation to help understand the present invention, It should not be understood as limiting the present invention.

Embodiments of the present invention will now be described in detail, examples of which are shown in the drawings, wherein the same or similar reference numerals designate the same or similar elements or elements having the same or similar functions throughout.

The embodiments described below by referring to the figures are exemplary and are intended to explain the present invention and should not be construed as limiting the present invention.

In the present invention, unless otherwise clearly specified and limited, terms such as "installation", "connection", "connection" and "fixation" should be understood in a broad sense, for example, it can be a fixed connection or a detachable connection , or integrally connected; it may be mechanically connected or electrically connected; it may be directly connected or indirectly connected through an intermediary, and it may be the internal communication of two components. Those of ordinary skill in the art can understand the specific meanings of the above terms in the present invention according to specific situations.

In the present invention, unless otherwise clearly specified and limited, a first feature being "on" or "under" a second feature may include direct contact between the first and second features, and may also include the first and second features Not in direct contact but through another characteristic contact between them. Moreover, "above", "above" and "above" the first feature on the second feature include that the first feature is directly above and obliquely above the second feature, or simply means that the first feature is horizontally higher than the second feature. "Below", "beneath" and "under" the first feature to the second feature include that the first feature is directly below and obliquely below the second feature, or simply means that the first feature has a lower level than the second feature.

Example 1

As shown in Figure 1-6, an intelligent service robot for a power supply business hall based on a cloud platform mainly includes an intelligent robot body and a cloud platform. The intelligent robot body is composed of a head 1, a torso 2 and a chassis 3, and is characterized in that:

The robot body includes: a central control module, a mobile module, a human-computer interaction module and a charging device;

The central control module includes a central controller, a storage module and a communication module, and the central controller is connected to the cloud platform to control the storage module, communication module, mobile module, human-computer interaction module, security module and wireless charging module 4;

The moving module includes a moving wheel 51 and a sensing device 52;

The human-computer interaction module includes a display module 61, a voice module 62, a recognition module and a printing module 63;

The cloud platform includes: an intelligent management system, a storage system, a statistical analysis system and a control system.

The moving wheel 51 is located at the bottom of the chassis 3 and consists of four universal wheels 511 and two driving wheels 512 connected to the motor; the sensing device 52 includes an ultrasonic sensor 521 and a laser radar 522, and the ultrasonic sensor 521 is located on The surroundings of the chassis 3 are used for moving and avoiding obstacles; the laser radar 522 is located directly in front of the chassis 3 to scan the surrounding environment and plan paths.

A wireless charging module 4 and a main robot power switch 7 are installed on the back of the chassis 3 .

The human-computer interaction module is located on the torso 2 of the intelligent robot;

The display module 61 is a display with a touch screen input function, and the display is installed on the mechanical arm 21 of the robot trunk 2;

The voice module 62 includes a voice input part and a voice output part, and the voice input part is made up of a plurality of microphones 621, which are evenly distributed on the top of the display; the voice output part is made up of a number of speakers 622, which are evenly distributed in the robot waist of torso 2;

The identification module includes a face recognition module, an ID card identification module, a two-dimensional code identification module 64, a human body infrared identification module and a security module;

The face recognition module includes a camera 8 arranged on the robot head 1; the identity recognition module includes an ID card recognizer 9, and the ID card recognizer 9 is installed on the mechanical arm 21 of the robot trunk 2; The face recognition module is set on the face and eyes of the robot body to connect with the public security system, obtains customer identity information by identifying the customer's facial information, and stores the customer's facial information and identity information to realize "zero-certificate electricity"; the robot holds the ID card in its right hand for identification The module assists in identifying the customer's identity information and taking the number, and prints the customer receipt through the printing module installed at the bottom of the display screen.

The human body infrared recognition module is composed of multiple thermal infrared sensors 10, the thermal infrared sensors 10 are installed in the lower half of the robot torso 2, and connected to the central controller, the customer enters the business hall to automatically sense, and drives the mobile mechanism to actively welcome guests ;

The security module comprises a camera 8 of the robot head 1 and an infrared thermal imager 11, the robot head 1 can rotate flexibly, and the infrared thermal imager 11 is arranged on the chest of the intelligent robot trunk 2; The on-duty security module is composed of a monocular camera at the position between the eyebrows of the robot body and a chest infrared thermal imager. The head of the robot patrols can be flexibly rotated. The monocular camera can monitor the business hall for audio and video monitoring. The infrared thermal imager It can carry out environmental perception and fire hidden danger investigation, automatically take pictures and upload pictures to the fire safety management platform and call the police in case of abnormal situations, and monitor the power supply business hall 24 hours a day.

The two-dimensional code identification module 64 is installed below the printing module 63, recognizes the customer's WeChat two-dimensional code to add customer friends, and can send the business and regulations of customer consultation to the customer;

The printing module 63 is arranged at the waist of the torso 2 of the intelligent robot.

The mechanical arm 21 of the robot torso 2 is provided with an angle rotation mechanism. By adjusting the angle rotation mechanism, the angle of the display and the ID card validator 9 is changed, which is suitable for customers of different heights, especially those with mobility issues in wheelchairs.

The camera 8 is a monocular camera, and the camera 8 is connected to the cloud platform through a communication module, obtains customer identity information by identifying customer facial information, and stores customer facial information and identity information.

The cloud platform interconnects the service robots of each business hall through the communication module, and the service robots of the business halls can be managed uniformly through the intelligent management system of the cloud platform.

Example 2

The functional architecture of the intelligent robot is

(1) Welcome guide

When customers walk into the business hall, they can automatically sense customers, take the initiative to welcome guests, say hello to customers and introduce themselves, ask customers about their visits, recognize customers' facial features, and accept service recommendations. Say goodbye to customers when they leave, and record the time when customers enter and leave.

(2) Facial feature recognition

It can accurately capture the customer's facial information, calculate the user's facial feature code according to the facial feature recognition algorithm issued by the cloud service control platform, and upload the feature code to the platform. Receive user service recommendation information pushed from the cloud service control platform and display it to customers. After receiving the customer's selection, the selection result is fed back to the platform.

(3) Business judgment diversion

Through the user's menu selection or language interaction, it can understand the customer's intention and classify the business handled by the customer.

For those that support online processing, users are allowed to directly scan the QR code displayed by the robot, and complete the business processing in the rainbow business hall on the mobile terminal by downloading the APP or by following the WeChat official account.

For those that can be handled in the business hall, it is linked with the number of people waiting at the counter and the usage of VTM to queue up for customers or guide them to the corresponding VTM machine for business processing.

Customers can choose to reserve contact information through the robot according to their needs, and arrange staff offline to provide door-to-door service

Customers can handle business through robots as needed, including payment, application for business expansion, application for inspection and acceptance, etc.

(4) New business recommendation

The robot uploads the facial features and behavior tracks collected through cameras and other means to the cloud service control platform, and the platform gives customers who may be free at present. Bots introduce new business to idle customers. Guide customers to scan the QR code, download the relevant business handling APP, register customer information, and complete online business handling. You can also actively invite customers to scan the WeChat QR code, add friends, and become the customer's exclusive business manager by bringing your own WeChat QR code. Customers can make relevant complaints, consult business, consult policies and regulations, etc. through WeChat.

(5) Policy and other information display

The robot is equipped with a display screen that integrates LED display, TV and other multimedia terminal functions in the guide area or near the guide platform of the business hall. A variety of ways to promote national policies, the latest business trends of State Grid Corporation of China, etc.

If the customer wants to know more about the relevant business, the robot can take the initiative to lead the customer to the corresponding display area to explain. The content of the explanation can be customized, and at the same time push the content in the form of pictures, videos, etc. Relevant service content and can be responsible for the interpretation work of the business hall.

(6) Service quality supervision and evaluation

During the process of customers handling business and inspecting various counters, it can recognize the facial expressions of customers, provide comfort to angry customers, and report the service quality risk situation to the cloud service control platform in time, and the platform will select appropriate emergency response service information to push.

After the customer completes the business, the robot sees the customer off, and can evaluate the service quality of the window staff and other service conditions of the business hall through the service evaluation function, or through the downloaded app, WeChat, etc., and upload the evaluation results to the cloud service control platform. Gradually improve the quality of service to customers.

(7) Monitoring of the flow of people in the business hall

Use your own camera or use the camera in the business hall to monitor the data and find out the hotspots where the flow of people is. The situation of waiting for customers at the VTM machine, counter or rest area is uploaded to the cloud service control platform, and the cloud service control platform analyzes the business congestion or long-term waiting situation and pushes it to relevant personnel for processing.

(8) Expert training in the business hall

Aiming at the problem that most of the business halls are staffed by outsiders, and lack of business knowledge and business ability, robots are used to build a business expert training system for the business hall.

The robot receives the knowledge base pushed by the cloud service control platform, supports users to select the knowledge content that needs training through voice, panel selection, etc., and displays and explains it. Provide typical case support for business handling issues.

(9) Morning newspaper broadcast

Support broadcasting the morning newspaper information pushed by the platform according to the configuration.

(10) Security on duty

The robot can automatically perform patrols, audio and video monitoring, environmental perception, fire hazard investigation, automatically take pictures and upload pictures to the fire safety management platform and call the police when encountering abnormal situations, realizing 24-hour all-weather comprehensive monitoring of power supply business halls.

(11) Automatic charging

When the power is too low, it can automatically return to the charging area to charge.

Example 3

Customer site business scenarios

1. Pay the electricity bill

Mode one:

Customers enter the payment online processing page through the robot screen or scan the QR code on their body to complete the self-service payment

Mode two:

(1) The customer submits identity information through facial recognition or ID card, and the robot submits the facial feature code or ID card information to the platform.

(2) The platform forms a customer recommendation business through facial feature matching or ID card information, and returns the TopN recommendation business to the robot for customers to choose.

(3) Customers choose to recommend or choose to pay by themselves.

(4) The customer scans the QR code or swipes the card to complete the payment.

2. Application for business expansion

(1) The customer submits identity information through facial recognition or ID card, and the robot submits the facial feature code or ID card information to the platform.

(2) The platform forms a customer recommendation business through facial feature matching or ID card information, and returns the TopN recommendation business to the robot for customers to choose.

(3) The customer chooses to recommend or self-selects the application for business expansion.

(4) The handling process includes 3 modes

Mode 1: The robot guides customers to use their own mobile devices to complete online processing through the screen display;

Mode 2: Link with the VTM machine, and obtain the queuing status of the VTM machine, realize the VTM to handle the queuing reservation, and guide the user to the VTM machine to submit the application.

Mode 3: Use robots to complete the packaging business

1) The robot supports access to the online business expansion and installation page, and customers use the robot to carry out business processing.

2) The robot transmits the customer processing request to the platform, and the platform sends the user profile and similar instructions to the platform based on the identity authentication information.

The imported cases or templates are pushed to the robot.

3) The robot automatically fills in part of the data information based on the file information, and prompts the user to confirm, and prompts the user to fill in other materials according to the case.

4) After the customer fills in, submit it to the platform through the robot.

5) The platform completes the application submission process through the same marketing business application interface, and feedbacks the application results to users through robots.

(5) The user can check the progress of the application through various channels, and the key links that require user confirmation will be notified to the user through various methods such as WeChat and SMS.

3. On-site self-service business consultation

(1) Customers choose business consultation when interacting with robots.

(2) The robot submits the facial information feature code information to the platform through facial recognition.

(3) The platform obtains user identity information through facial feature matching.

(4-1) When the customer identity authentication is successful, the platform recommends service consultation according to the customer label, and returns the recommended consultation content to the robot for the customer to choose.

(4-2) If the identity of the customer cannot be confirmed, the platform will return the most frequently used business consulting content to the robot for the customer to choose.

(5) The customer selects the content to be consulted according to the recommended consultation category.

(6-1) When the appropriate consultation content cannot be selected, the customer can make a consultation by voice.

(6-2) The robot converts the customer's voice appeal into a text content submission platform through voice recognition.

(6-3) The platform matches the closest consulting service content through semantic analysis, and returns the recommended consulting content to the robot for customers to choose.

(7) If the customer fails to complete the consultation after repeated attempts, he can push the notification to the on-site manual service in the business hall or connect to the 95598 manual service through the robot.

4. Reservation service

(1) Customers can make an appointment in the following two modes:

Mode 1: The customer enters the appointment processing page through the screen display of the robot or scans the QR code on the body to complete the appointment service.

Mode 2: Make an appointment by interacting with the robot

1) The customer submits identity information through facial recognition or ID card, and the robot will provide the facial feature code or ID card information

Pay the platform.

2) The platform forms a customer recommendation business through facial feature matching or ID card information, and returns the TopN recommendation business to the robot for customers to choose.

3) Customers choose to recommend or self-select the business they need to handle.

4) When the customer cannot complete the business process due to incomplete information, he can switch to the appointment service, and leave the venue after making an appointment with the service information.

(2) After the platform receives the user's reservation information, it will record relevant information such as the reservation item, time, service location, and contact information.

(3) According to the user's reservation information, the platform plans personnel arrangements and routes, and pushes them to the service personnel.

Example 4

Service personnel technical support scenario

1. Information consultation for service personnel

(1) The service personnel inquire about the content of the consultation by voice or by inputting keywords.

(2) The robot converts the service personnel's voice appeals into text content through voice recognition, and submits the converted text content or input keywords to the platform.

(3) The platform matches the closest consulting service content through semantic analysis, and returns the recommended consulting content to the robot for service personnel to choose. For business consultation, the platform will also search for the most similar case from the knowledge base based on the business content, and push the case to the robot for service personnel to consult.

(4) Service personnel can further refine the content of consultation by screening or continuing to provide voice and text retrieval until the consultation needs are met.

2. Business scenario training for service personnel

(1) The robot collects the customer handling process, records the service process, and sends the records to the platform.

(2) According to the service process records, the platform classifies the business content, combines manual screening and algorithm elimination, and finally forms a typical service case library for various types of business.

(3) The platform builds simulated business scenarios based on the typical service case library.

(4) Service personnel use simulated business scenarios to complete on-site service training.

3. Analysis and handling of equipment/environment abnormalities in the business hall

(1) The robot detects possible equipment failures or environmental abnormalities (such as fire hazards) through on-site equipment information perception or inspection, and sends the failures or abnormalities to the platform in real time.

(2) Handling of faults or abnormalities, including the following steps:

1) After the platform finds an abnormality, it evaluates the risk according to the time and situation of the abnormality.

2) The background management personnel can conduct remote surveys on the scene by remotely controlling the robot camera or controlling the movement of the robot.

3) When it is confirmed that there is an abnormality and may cause risks, the abnormal situation will be pushed to the on-site personnel for processing by means of push information.

(3) After the on-site personnel have completed the processing, the robot will re-perceive the equipment operating status or patrol inspection, and confirm that the abnormality has been resolved and processed.

4. Analysis and handling of business abnormalities in the business hall

(1) Use the robot camera or the camera of the business hall to obtain the gathering of people in each area, emotional changes, etc., and upload the gathering situation, emotional changes and other information as well as the current queuing machine situation of the business hall to the platform.

(2) The platform combines the VTM machine and counter business handling conditions in the business hall to analyze whether there are various emergencies that may exist such as long waiting times for processing.

(3) The platform pushes the analysis results to the person in charge of the business hall, and the person in charge handles it on the spot. For emergencies, the platform will promptly notify the relevant personnel to handle them.

(4) According to the robot camera and the camera of the business hall, the flow of people and emotions in the business hall are analyzed again, and uploaded to the platform.

(5) The platform analyzes the changing trend of the flow of people and the emotional situation, judges whether the abnormal problem has been gradually resolved, and notifies the person in charge of the business hall.

5. Recommendation of new electric power business

(1) Identify the facial features of the people entering the business hall through the robot camera or the business hall camera, and submit the facial feature code to the platform.

(2) The platform completes the identity authentication of personnel and forms a recommended new service recommendation list.

(3) Record the user's action track in the business hall through the robot camera or the business hall camera user, and upload it to the platform.

(4) The platform obtains the user's business behavior by obtaining the user's business handling information from various systems.

(5) The platform identifies the users who are waiting or have not processed the business in combination with the action track and business behavior, and sends the new service recommendation list to the robot.

(6) The robot provides new business recommendations for customers by tracking customer behavior trajectories.

6. Morning newspaper in the business hall

(1) The platform obtains recent major events and complaint information through the 95598 customer service system, and obtains service public opinion information of electric power business halls by crawling Internet information.

(2) For different business halls, the platform screens personalized matters and complaints according to their business characteristics, forms morning newspapers for each business hall, and pushes them to the robots of each business hall.

(3) The robot in the business hall completes the broadcast of the morning newspaper.

Although the embodiments of the present invention have been shown and described above, it can be understood that the above embodiments are exemplary and cannot be construed as limitations on the present invention. Under the circumstances, within the scope of the present invention, changes, modifications, substitutions and modifications can be made to the above-mentioned embodiments, and simple combination changes thereof are all included in the protection of the present invention.

Claims (9)

1. The utility model provides a power supply business office intelligent service robot based on cloud platform mainly includes intelligent robot body and cloud platform, the intelligent robot body comprises head (1), truck (2) and chassis (3), its characterized in that:

the robot body includes: the charging system comprises a central control module, a mobile module, a man-machine interaction module and a charging device;

the central control module comprises a central controller, a storage module and a communication module, the central controller is connected with the cloud platform, and is used for controlling the storage module, the communication module, the mobile module, the human-computer interaction module, the security module and the wireless charging module (4);

the moving module comprises a moving wheel (51) and a sensing device (52);

the human-computer interaction module comprises a display module (61), a voice module (62), a recognition module and a printing module (63);

the cloud platform includes: the system comprises an intelligent management system, a storage system, a statistical analysis system and a control system.

2. The cloud platform-based power supply business hall intelligent service robot of claim 1,

the driving wheel (51) is arranged at the bottom of the chassis (3) and consists of four universal wheels (511) and two driving wheels (512) connected with a motor;

the induction device (52) comprises an ultrasonic sensor (521) and a laser radar (522), wherein the ultrasonic sensor (521) is arranged around the chassis (3) and used for moving and avoiding obstacles; the laser radar (522) is arranged right in front of the chassis (3) to scan the surrounding environment and plan a path.

3. The cloud platform-based power supply business hall intelligent service robot is characterized in that a wireless charging module (4) and a robot power main switch (7) are installed on the back of the chassis (3).

4. The cloud platform-based power supply business hall intelligent service robot is characterized in that a human-computer interaction module is arranged on the intelligent robot body (2);

the display module (61) is a display with a touch screen input function, and the display is mounted on a mechanical arm (21) of the robot body (2);

the voice module (62) comprises a voice input part and a voice output part, wherein the voice input part consists of a plurality of microphones (621) and is uniformly distributed on the top of the display; the voice output part consists of a plurality of loudspeakers (622) which are uniformly distributed at the waist of the robot trunk (2);

the identification module comprises a face identification module, an identity card identification module, a two-dimensional code identification module (64), a human body infrared identification module and a security module;

the face recognition module comprises a camera device (8) arranged on the head (1) of the robot;

the identity identification module comprises an identity card recognizer (9), and the identity card recognizer (9) is arranged on a mechanical arm (21) of the robot trunk (2);

the human body infrared recognition module is composed of a plurality of thermal infrared sensors (10), and the thermal infrared sensors (10) are arranged on the lower half part of the trunk (2) of the robot and used for sensing the position of a human body;

the safety module comprises a camera device (8) of the robot head (1), a binocular camera (13) and a thermal infrared imager (11), the robot head (1) can flexibly rotate, and the thermal infrared imager (11) is arranged at the chest of the intelligent robot body (2);

the two-dimensional code recognition module (64) is arranged below the printing module (63) and is used for recognizing the WeChat two-dimensional code of the client and adding friends of the client, and sending the business and the rules consulted by the client to the client;

print module (63) locate intelligent robot truck (2) waist.

5. The cloud platform-based power supply business hall intelligent service robot is characterized in that an angle rotating mechanism is arranged on a mechanical arm (21) of a robot trunk (2), and the angle of a display and an identity card identifier (9) is changed by adjusting the angle rotating mechanism, so that the robot is suitable for clients with different heights, particularly clients with inconvenient movement when sitting in a wheelchair.

6. The cloud platform-based power supply business hall intelligent service robot is characterized in that the camera device (8) is a monocular camera, light supplement lamps (14) are arranged on two sides of the camera, the camera device (8) is in butt joint with the cloud platform through a communication module, customer identity information is obtained by identifying the customer face information, and the customer face information and the identity information are stored.

7. The cloud platform-based power supply business hall intelligent service robot as recited in claim 1, wherein a plurality of led light strips (12) are mounted on the intelligent robot.

8. The cloud platform-based power supply business hall intelligent service robot as claimed in claim 1, wherein the cloud platform intercommunicates and interconnects the business hall service robots through the communication module, and the business hall service robots can be uniformly managed through the cloud platform intelligent management system.

9. A service method of a power supply business hall intelligent service robot based on a cloud platform is characterized by comprising the following steps:

(1) when a client walks into a business hall, the thermal infrared sensor senses the client and sends an instruction to the central controller, the central controller controls the mobile module to move, actively welcome a guest, starts the voice module, asks the client for a good idea, and inquires about the client;

(2) the face recognition module recognizes face information of a client and is connected with a public security system of a cloud platform to acquire client identity information and realize zero certificate service, the intelligent management system compares the client information in a cloud platform storage system, distinguishes different star-class clients and pushes related services, and the face recognition module can recognize facial expressions of the client, provide peaceful treatment for an angry client and select emergency treatment service;

(3) the service robot can know the customer's intention through voice interaction, and shunt and guide the customer, service consultation service inquiry is directly handled by the service robot, and can identify the WeChat two-dimensional code of the customer and send the contents of the inquiry and the inquiry to the customer, and the robot can reserve a contact way on a display, reserve the service handling, and pay fees by WeChat and payment; printing the invoice and the bill to guide the client to a self-service area; the business expansion business guides the client to take a number and print a receipt, and waits in a rest area;

(4) the display pushes new services, policies and regulations for the clients in the rest area in a multimedia mode, introduces the new services, guides the clients to scan the two-dimensional codes, and downloads the related services to handle the APP; inviting the client to scan the WeChat two-dimensional code, adding friends to become a client exclusive service manager, enabling the client to perform related complaints and consultation services through WeChat, and enabling background staff to process WeChat content of the client; the method comprises the steps of assisting in number calling through face information matched during number taking, synchronously searching called customers, and prompting to a specified counter to handle business when the customers are near the customers;

(5) the central controller drives the mobile module to lead the client to a corresponding display area to publicize the national policy and the latest business dynamics of the national power grid company, and simultaneously pushes contents in the forms of pictures, videos and the like to perform auxiliary explanation, so that the exhibition characteristics and the related service contents of the power supply business hall are displayed in an all-round manner;

(6) after the client transacts the business, the robot sends the client, and evaluates the service quality of window workers and other service conditions of the business hall through the service evaluation of the robot display screen;

(7) the system can automatically perform patrol, audio and video monitoring, environment sensing, fire hazard troubleshooting, automatic shooting and picture uploading to a fire safety management platform in case of abnormal conditions, alarming and the like, and realizes 24-hour all-weather and all-dimensional monitoring of a power supply business hall;

when the electric quantity is too low, the charging area can be automatically charged.