| 新一代铁路客户服务系统的研究与探讨 |
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| 引用本文： | 张伯驹.新一代铁路客户服务系统的研究与探讨[J].铁路计算机应用,2017,26(6):20-23. |
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| 作者姓名： | 张伯驹 |
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| 作者单位： | 中国铁路总公司 信息化部,北京 100844 |
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| 基金项目： | 中国铁路总公司2015年度科技研究开发计划课题（Z2015-X005） |
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| 摘 要： | 为进一步体现以客户为中心的服务理念,解决原有铁路客户服务系统存在的不能支持资源共享、业务协作、集中管控等突出问题,综合吸纳铁路客货运输改革和客服中心运营管理要求,研究探讨新一代铁路客户服务系统的建设思路、总体架构与发展方向。论文从管理、技术和业务3个方面,提出新一代铁路客户服务系统建设目标、技术规范与推进策略;融合第5代呼叫中心和云计算、大数据、人工智能等先进技术,设计新一代铁路客户服务系统的逻辑分层架构、云部署架构、多媒体服务架构;初步探讨智能铁路客服中心的发展方向。论文研究成果可为建设新一代铁路客户服务系统提供参考。
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| 关 键 词： | 铁路客户服务系统 云呼叫中心 多媒体呼叫中心 |
| 收稿时间： | 2017-02-01 |
New generation of railway customer service system |
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| Affiliation: | Information Department of China Railway, Beijing 100844, China |
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| Abstract: | To further reflect the customer centric service concept, solve the outstanding problems that the existing railway customer service system cannot support resource sharing, business collaboration, centralized control, comprehensively absorb requirements about the reform of railway passenger and freight transportation as well as customer service center operation management, this article deeply studied on the construction idea, overall framework and development direction of the new generation of railway customer service system, proposed objectives, principles, technical specifications and strategies of the new generation system from three aspects of management, technology and business, fused advanced technologies including fifth generation call centers, cloud computing, big data, artificial intelligence and so on, researched and designed the logical hierarchical architecture, cloud deployment framework, multimedia service architecture, discussed the strategy and direction to build an intelligent railway customer service center. The research results could provide reference for the construction of new generation of railway customer service system. |
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