城市轨道交通车站智慧客服系统的研究与实践

Research and Application of Smart Customer Service System for Urban Rail Transit

各城市地铁线网的不断发展和各种新技术在地铁的应用,乘客对地铁提供的服务要求越来越高。如何快速有效为乘客提供高质量的服务,是当前地铁亟待探索的课题。基于南京地铁,首先利用相关出行数据分析乘客的行为,从而引出智慧客服系统的概念,阐述智慧客服系统设计理念,通过系统层、应用层、管理层3个层次的改造,车站现场逐步向“无人化”值守转变,形成“一站式”快捷的智慧客服系统。节约车站运营人力,降低运营成本。

With the continuous development of subway networks in various cities and the application of new technologies in subways,passengers have increasingly high requirements for subway services.There is an urgent need to explore how subways can quickly and eff ectively provide quality services for passengers.Taking Nanjing Subway as an example,this paper first analyzes the behavior of passengers by using relevant travel data,to introduce the concept of smart customer service system,and then describes the design concept of smart customer service system.Through the transformation at three layers,i.e.system layer,application layer and management layer,the station is gradually changed to the"unmanned"operation mode,so that a"one-stop"convenient smart customer service system is created.In this way,the station operation staff and operation cost are reduced.