The construction of smart customer service system for urban rail transit under the new operation mode
Against the background of the era of high-quality development,the operation management mode and passenger service form have undergone profound changes,and a new customer service system needs to be built to match said changes.This article first analyzes the current new operation mode,such as station area coordination,passenger service optimization and mobile operation,etc.,and concludes that current station management tends to be less manned,self-service,and automated.Thus,the entire process of passenger travel scenarios is broken down,and the service demands of passengers in different scenarios are analyzed.To meet these demands,the three-level smart customer service system of self-service,remote customer service,and on-site response is proposed,and the overall architecture and technical solutions of the smart customer service system are designed,focusing on the functional construction of the voice service backend,the knowledge management platform,the audio-video interaction,and the intelligent seat system,which will provide references to the subsequent construction of smart customer service in the respective cities.
urban rail transithigh-quality developmentnew operation modesmart customer service
NETL
NSTL
万方数据
维普
