城市轨道交通智能客服系统研究与设计

国内城市轨道交通传统乘客服务模式耗费人力,智能客服系统能有效减少人工客服配置,节省运营成本。文章介绍了一种智能客服系统,对智能客服终端、乘客自助终端、客服机器人、移动式客服终端、轨道交通APP构成的系统架构和车站组网方案进行了有机整合,并探讨了智能语音识别技术在智能客服系统中的应用方案。本系统已在广州地铁示范性车站实施,效果良好。

The traditional passenger service mode of domestic urban rail transit consumes manpower, and the intelligent customer service system can effectively reduce the configuration of manual customer service and save operating costs. This paper introduces an intelligent customer service system, which organically integrates the system architecture and station networking scheme composed of intelligent customer service terminal, passenger self-service terminal, customer service robot, mobile customer service terminal and rail transit APP, and discusses the application scheme of intelligent speech recognition technology in intelligent customer service system.The system has been implemented in the demonstration station of Guangzhou Metro, and the effect is good.