Addressing shortcomings in the current customer service system,including low awareness of passenger service needs,limited service channels,high costs,and inefficient operation control,this study starts by examining high-quality and efficient travel demand in the modern era and analyzing diverse passenger group travel needs.We advocate for new service goals centered on timeliness,convenience,accuracy,and proactivity.The proposed smart passenger service architecture for urban rail transit embraces the multitude of online and offline demands,overcoming existing system limitations in data integration,equipment platform unification,service quality,and efficiency.Emphasizing adherence to passenger service schedules,it also prioritizes efficient last-meter service delivery.By showcasing representative Beijing subway lines,we present a replicable technological system and application model that can comprehensively enhance the intelligent service and management processes of China's urban rail transit system.
关键词
城市轨道交通/智慧客服/多元需求/两级管控/双线服务
Key words
urban rail transit/intelligent customer service/multiple needs/two levels of control/two-track service
维普
万方数据