"Digital Duty Officers" Deployed at 31 Power Supply Units in Chongqing

On September 17, Xiao Longfang, a staff member at the Power Supply Service Command Center of State Grid Chongqing Shibei Power Supply Company, received a phone call inquiring about electricity charges and consumption. With the support of the "Digital Duty Officer" application, it took him only 2 minutes to provide a one-stop answer to all of the customer's questions, sparing the customer from repeated inquiries and multiple calls. Currently, the "Digital Duty Officer" has been put into use at 31 power supply units across the city.

Employees of State Grid Chongqing Shibei Power Supply Company use the "Digital Duty Officer" application to answer customer inquiries

Photo by Zhong Xue

In the past, various types of electricity consumption data were scattered across multiple systems such as PMS3.0, Marketing 2.0, and the electricity consumption collection system. When dealing with complex requests such as inquiries about electricity consumption and charges, fault repairs, and business handling, customer service personnel needed to manually retrieve information across systems. Complex requests even required dispatching work orders and multi-level transfers, which not only affected the customer's electricity service experience but also increased the burden on grassroots staff.

To address these service bottlenecks, since 2023, the Power Supply Service Command Center of State Grid Chongqing Shibei Power Supply Company has deepened the reform of "multi-center integration." On the basis of its original 95598 work order business, it has expanded functions such as distribution network dispatching, production control, and grid-based fallback support, precisely responding to customers' diverse electricity needs.

Relying on AI large model technology, the center has built a professional knowledge base covering marketing and distribution regulations, technical standards, and power policies, integrated real-time data such as customer electricity consumption, electricity charges, and work order dynamics, and innovatively constructed a dual-engine intelligent question-answering system featuring "large-model semantic understanding + small-model intent recognition," providing comprehensive intelligent support for customer service. In addition to efficiently handling customer inquiries, the "Digital Duty Officer" is also equipped with a mobile application available to power grid managers, supporting on-demand retrieval of marketing and distribution data to facilitate quick answers to user questions.

Since the "Digital Duty Officer" was put into operation, it has cumulatively handled more than 63,000 grid-related electricity inquiries, efficiently processed an average of 524 public requests per day, increased the one-time resolution rate of customer requests by 53%, and reduced work order completion time by 33%, effectively reducing the burden on grassroots staff and improving service quality.