城市轨道交通智能客服中心多服务应用与拓展研究

Research on Multi-service Application and Expansion of Urban Rail Transit Intelligent Customer Service Center

目前城市轨道交通运营中,乘客出行人数与日俱增,遇到无法正常进出站等各类票务问题越来越多,车站人工客服中心压力持续增加,客服工作效率急需提升。文章对智能客服中心多服务在车站的应用进行了研究,智能客服中心能同时面向多名乘客提供服务,可减轻车站客服人员压力,实现客服服务智能化、自助化,从多服务应用的角度出发构建合理架构,为乘客出行提供便捷,最后对智能客服中心服务业务进行了拓展研究。

At present,in the operation of urban rail transit,the number of passengers is increasing day by day,and there are more and more ticketing problems such as unable to enter or leave the station.The pressure of the station manual customer service center continues to increase,and the work efficiency of customer service needs to be improved urgently.This paper studies the application of multi-service of intelligent customer service center in the station.The intelligent customer service center can provide services to multiple passengers at the same time,which can reduce the pressure of station customer service personnel and realize intelligent and self-service customer service.From the perspective of multi-service applications,a reasonable structure was constructed to provide convenience for passengers to travel.Finally,the intelligent customer service center service business was expanded and studied.