移动座席技术在故障停电95598报修流程中应用的初步探究

The mobile agent technology in power failure repair process in the application of the 95598 preliminary inquiry

95598服务热线作为企业与客户的桥梁,目前承载着咨询查询、业务办理、用电缴费、投诉抱怨等各种类型的话务,此外还担任着重要的故障停电报修及抢修协调者的角色,一方面座席需要接入客户的呼入电话,另一方面还要与抢修人员取得联络跟进抢修,而抢修人员只能与95598话机接通,服务场地严重受限,且形成了较为顽固的话务压力。为解决这一问题,引入移动座席技术,扩充座席人数,提升抢修服务效率和客户满意度。本文在阐述前述内容基础上,简略研究了移动座席技术接入95598故障停电报修流程的技术实现方案。

Service hotline 95598 serves as a bridge between enterprises and customers, the current carrying consulting inquiries, business management, electronic payment, complaints and various types of traffic, in addition also served as an important power failure repair and repair coordinator role. A seat need to access the customer calls, on the other hand also and repair personnel made contact and follow up repair, and repair personnel can only with 95598 telephone connected, service site is severely restricted,and the formation of a more stubborn traffic pressure. In order to solve this problem, the introduction of mobile agent technology, the number of seats to expand, improve repair service efficiency and customer satisfaction. The in this paper on the basis of the above contents briefly study the technical implementation schemes for a mobile seat technology access 95598 fault outage repair process.