ElectriQ: A Benchmark for Assessing the Response Capability of Large Language Models in Power Marketing

Electric power marketing telephone customer service primarily communicates with customers via phone calls to understand their electricity usage needs, provide consultations, process service applications, and handle complaints [1]. Ensuring timely and effective responses is essential throughout the service process. However, current systems (e.g., 95598, the customer service hotline of State Grid Corporation of China) often suffer from poor user experience, delayed responses, and inaccurate information[2] [3]. These traditional systems rely heavily on fixed procedures and templates, lacking the flexibility to address complex and diverse customer demands. This limitation is particularly pronounced in the highly specialized field of electric power marketing, where slow response times and insufficiently tailored solutions negatively impact service quality. Although human agents can complement these systems by managing more complex issues, they also face significant challenges, such as high workloads during peak periods, delayed response times, and inconsistent levels of professional knowledge and expertise. As a result, it is difficult to guarantee consistent and high-quality service for all customers.