综合客服业务及服务流程分析

Comprehensive Customer Service Business and Service Process Analysis

综合客服系统作为集人工话务、呼叫中心、在线客服等业务于一体的服务平台,应用发展趋势良好。依据行业用户的任务特点及应用环境,梳理了各要素的任务和业务关系,并在此基础上提出系统的主要业务流程和需要重点研究的问题,为后续推进行业体系化应用研究提供支撑和参考。

The integrated customer service system,as a service platform integrating artificial traffic,call center,online customer service and other services,has a good application development trend.Based on the task characteristics and application environment of industry users,the task and business relationship of each element are sorted out,and the main business processes of the system and the issues that need to be studied are put forward to provide support and reference for the follow-up promotion of industry systematic application research.