新疆联通新一代智能引导型客户服务系统的设计与实现

发布时间：2018-05-06 23:17

本文选题：客服中心 + 服务流引擎　；参考：《电子科技大学》2012年硕士论文

【摘要】：本课题通过对国内电信行业具有代表性和权威性的客户服务系统进行有目的、有针对性的调查研究，结合中国联通集团新疆分公司客服服务系统的现状、业务特点，以及业务需要，提出一套完整的、具有先进性的新疆联通新一代智慧型客户服务系统的改造设计方案，使新疆联通客服系统成为一个综合的客户服务系统，满足目前及将来一段时间的客服服务需求。同时为了使客户服务系统能够更好的满足客户需求，为客户提供更方便、更快捷、更全面丰富的业务服务功能。本论文研究的内容主要包括以下几个方面： 1、为了扩展客户服务渠道，本课题采用了先进的华为软件换接入平台方案，为客户提供诸如语音、短信、邮件、视频等多种灵活的接入方式来满足不同接入需求的客户，提高客户服务系统的综合性。 2、设计并实现了一个“服务流引擎”，将此技术应用到前台坐席桌面系统中，以客户服务请求为导向，将客户服务请求所需要的知识体系解决方案和流程解决方案主动“推送”给坐席代表。 3、采用JBPM工作流方式实现电子工单模块的功能，通过对客服中心系统工单模块功能需求的分析，确定了电子工单模块功能模型，完成了工单模块体系结构等部分的概要设计。电子工单模块可以对整个工单的各环节的流程进行管理，同时，用户通过界面拖拽的方式定义和修改某个业务工单的流转方向、处理部门、处理时限，当业务部门和业务流程的不同时，通过工单管理模块可以灵活个性化定制和管理。 4、采用LUNCENE智能搜索引擎和Hibernate Search技术实现智能知识库模块的建设，通过此模块可以完成在海量数据中全文检索的功能，，通过全文检索策略提高检索速度。最后，整合新疆联通现有的客服中心系统的资源，采用C/S和B/S相结合的软件技术体系，对客服中心系统进行了设计与实现。让新疆联通客服系统从原来功能单一的系统，能够从运营商中各系统通过数据库接口获取数据和服务支持，丰富系统功能，提升成为为企业节约人工成本，转变为利润中心的客服中心系统。
[Abstract]:This subject through the representative and authoritative customer service system of the domestic telecommunications industry for a purposeful, targeted investigation and research, combined with the China Unicom Group Xinjiang Branch customer service system status, business characteristics, And business needs, put forward a set of complete, advanced Xinjiang Unicom new generation intelligent customer service system transformation design plan, make Xinjiang Unicom customer service system become a comprehensive customer service system, Meet current and future customer service requirements. At the same time, in order to make the customer service system can better meet the needs of customers, to provide customers with more convenient, faster, more comprehensive business service functions. The content of this thesis mainly includes the following aspects: 1. In order to expand the channel of customer service, this subject adopts the advanced Huawei software exchange access platform scheme to provide customers with a variety of flexible access methods, such as voice, short message, mail, video and so on, to meet different access needs. Improve the integration of customer service system. 2. A "service flow engine" is designed and implemented, which is applied to the front desk desktop system and is oriented by customer service request. Proactively "push" knowledge system solutions and process solutions required for customer service requests to delegates. 3. The function of electronic work order module is realized by JBPM workflow mode. By analyzing the function requirement of work order module in customer service center system, the function model of electronic work order module is determined, and the outline design of the system structure of work order module is completed. The electronic work order module can manage the flow of each link of the whole work order, at the same time, the user defines and modifies the flow direction, the processing department, the processing time limit of a business work order through the way of the interface drag and drop. When the business department and business process are different, the work order management module can be customized and managed flexibly. 4. LUNCENE intelligent search engine and Hibernate Search technology are adopted to realize the construction of intelligent knowledge base module. Through this module, the function of full-text retrieval in mass data can be completed, and the speed of full-text retrieval can be improved by the strategy of full-text retrieval. Finally, integrating the resources of the existing customer service center system of Xinjiang Unicom, using the C / S and B / S software technology system, the customer service center system is designed and implemented. To enable Xinjiang Unicom customer service system from the original function of a single system, from the operators of the system through the database interface to obtain data and service support, enrich the system functions, upgrade to save labor costs for enterprises, A customer service center system transformed into a profit center.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：TP311.52

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