城市轨道交通智能客服终端的应用研究

Research on the Application of Intelligent Customer Service Machine in Metro

智能客服终端的应用打破了地铁车站传统“人工服务为主”的服务模式,相比乘客自助终端,能为乘客提供更多自助客服功能,提高车站智慧化程度,进一步解放车站工作人员的劳动力。以广州地铁为例,针对智能客服终端的功能需求,提出智能客服终端的实现方案,并与乘客自助终端进行功能对比,最后对智能客服终端的应用所产生的社会效益、经济效益进行推算,以期为其他城市轨道交通应用智能客服终端提供参考。

The application of intelligent customer service machine breaks the traditional"manual service oriented'*service mode of metro stations.Compared with passenger self-service machine,it can provide more self-service customer service functions for passengers,improving the intelligence of stations,and further liberate the labor force of station staff.Taking Guangzhou metro as an example,in view of the functional requirements of intelligent customer service machine,this paper proposes the implementation scheme of intelligent customer service machine,compares them with passenger self-service machine in terms of functions,and finally calculates the social and economic benefits generated by the application of intelligent customer service machine,in order to provide reference for the application of intelligent customer service terminals in other urban rail transit.