Energies, Vol. 19, Pages 808: Data-Driven Scheduling Optimization of Electricity Customer Service Based on Demand Analysis and Skill Matching

Energies, Vol. 19, Pages 808: Data-Driven Scheduling Optimization of Electricity Customer Service Based on Demand Analysis and Skill Matching

Energies doi: 10.3390/en19030808

Authors:
Hao Qin
Zhipeng Xu
Yingqi Yi
Shunda Wu
Ying Xue

To address surging and uncertain electricity customer demands, this paper proposes a data-driven electricity customer service scheduling (ECSS) optimization model to improve customer service quality and alleviate agent scheduling pressure. The method begins by building a demand analysis model based on customer feature extraction using the maximal information coefficient (MIC). An agent workforce sizing model is then developed by integrating the AHP–fuzzy comprehensive evaluation and Z-score standardization, accounting for call-volume proportion, hourly call-handling capacity, and time-period length. Furthermore, a demand–skill matching method is introduced between customer calls and agent skills. A particle swarm optimization (PSO)-based intelligent scheduling algorithm is established, with queuing time, skill level, and handling time as key objectives and constraints. Case-study validation shows that the model improves operational efficiency by approximately 26.28% and reduces annual labor costs by about 6.13%, thereby enhancing customer satisfaction, service center efficiency, and scheduling system economy.