客户服务知识库管理系统设计与实现

发布时间：2018-03-09 14:24

本文选题：电力　切入点：知识库管理系统　出处：《东北大学》2015年硕士论文　论文类型：学位论文

【摘要】：随着社会不断发展,客户服务水平已逐渐成为企业的核心竞争力。为此,国家电网公司于2013年开始组建完善全国范围的电力客户服务中心,建立一体化、客户化、智能化、互动化的知识库,提供知识管理、知识共享、知识学习和智能服务支撑等功能,方便电力客户服务中心座席代表统一、专业、准确的答复全国电力客户问题,为电力客户服务提供强有力的知识支撑。本文针对客户服务知识库管理系统的需求分析、系统设计、系统实现、系统测试等方面进行了详细的阐述,其中重点介绍知识征集管理部分。需求分析方面围绕管理功能需求和应用功能需求两个角度进行了分析,功能需求包括:中心知识征集、分中心知识征集、省级知识征集、分中心分派、分中心知识采编、省营销部分派、知识采编、规范性审核、分中心知识审核、中心知识审核、知识发布等工作内容。系统设计方面,结合智能全文搜索技术和J2EE技术体系,集成知识征集、采集、发布和知识搜索等多个应用环节;系统实现方面,基于面向电力行业的企业级应用系统SoTower开发平台进行设计开发,展现端应用HTML、JSP、javaScript等技术,后台采用Java语言开发,SoTower平台集成spring和Hibernate的成熟框架结构,应用与其配套研发的BPM流程引擎,采用Oracle作为后台数据库存储软件,实现了知识征集的流程化、系统化,实现了知识条目从录入到发布的全生命周期管理,确保知识点的真实、及时、有效。最后,对系统进行测试,系统性能符合设计要求,满足用户需求。
[Abstract]:With the development of society, the level of customer service has gradually become the core competitiveness of enterprises. In 2013, the State Grid Company began to set up and improve the national power customer service center, to establish integration, customization, intelligence, The interactive knowledge base provides the functions of knowledge management, knowledge sharing, knowledge learning and intelligent service support, so as to facilitate the unified, professional and accurate answers to national power customer questions. In this paper, the requirements analysis, system design, system implementation, system test and other aspects of customer service knowledge base management system are described in detail. It focuses on the part of knowledge collection management. The requirement analysis focuses on management functional requirements and application functional requirements. The functional requirements include: central knowledge collection, sub-center knowledge collection, provincial level knowledge collection. Sub-center assignment, sub-center knowledge acquisition and compilation, provincial marketing department assignment, knowledge acquisition and compilation, normative audit, sub-center knowledge audit, central knowledge audit, knowledge release, etc. System design, Combined with intelligent full-text search technology and J2EE technology system, integrated knowledge collection, collection, release and knowledge search and other application links, the system implementation, based on the electric power industry oriented enterprise application system SoTower development platform design and development, In the display end, the Java language is used to develop the mature framework of integrating spring and Hibernate, and the BPM process engine is developed with Oracle as the database storage software. The process of knowledge collection is realized. Systematization realizes the whole life cycle management of knowledge items from input to release to ensure that the knowledge points are true timely and effective. Finally the system is tested and the system performance meets the design requirements and meets the needs of users.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

【相似文献】