呼叫中心系统在智慧图书馆建设发展中的应用探析——以国家图书馆为例

Application of Call Center System in the Construction and Development of Smart Library——Taking National Library of China as an Example

为了提升电话咨询服务能力,国家图书馆建设了呼叫中心系统。本文通过分析国家图书馆呼叫中心系统的建设始末、功能设置以及实践应用情况,肯定了呼叫中心系统在在智慧图书馆建设发展过程中所发挥的重要作用,并对建设智慧AI+型呼叫中心系统进行了展望。

In order to improve the ability of telephone consultation service,the National Library of China has built a call center system.By analyzing the construction,function setting and practical application of call center system in the National Library of China,the paper affirms the important role of call center system in the construction and development of smart library and looks forward to the construction of intelligent AI+call center system.