直播卫星综合客服系统多元智能服务优化与实现

Optimization and Realization of Multiple Intelligent Services of Live Satellite Integrated Customer Service System

直播卫星综合客服系统作为卫星直播呼叫中心服务广大用户的业务系统,承载了直播卫星用户、售后服务人员等群体的业务咨询及故障处理。随着卫星直播业务的发展及用户规模的不断壮大,现有综合客服系统已难以快速有效响应用户多样化的诉求。因此,详细分析客服系统使用中存在的局限性,并对系统的智能化服务提出了优化方案及予以实现,提升了系统的主动开放性和便捷高效性,实现了智慧客服,显著提升了服务效率和服务感知。

The inegrated customer service system of live satllite,as a business system of live satelite call center serving the majority of users,carries the business consultation and fault handling of live sallite users,afer-sales service personnel and other groups.With the development of live sallite service and the continuous expansion of the user scale,the existing integrated customer service system has been dificult to respond quickly and efctively.In addition,the optimization scheme and implementation method for the itelligent service of the system are proposed to improve the initiative,openness,convenience and efficiency of the system,realize intelligent customer service,significantly improve service efficiency and enhance service perception.As a service system for the majority of users in the live broadeast satellite call center,the integrated customer service system of live broadcast satellite carries the business consultation and troubleshooting of live broadcast saellitle users,after-sales service personnel and other groups.With the development of live broadeast satellite service and the continuous expansion of the user scale,the existing integrated customer service system has been unable to respond quickly and fctivele to the diversified demands of users.This paper analyzes the limitations in the use of customer service system in detail,and puts forward the optimization plan and implementation of the itelligent service of the system.s0 as to improve the nitiative,openness,convenience and ficiency of the system,realize iteligent customer service,sgnifcanly improve service efficiency and service perception.