The Research Of Online Customer Service System’s Witness Simulation Modeling And Optimization

With the development and popularity of mobile Internet, people’s dependent onthe network has gradually improved. For this reason, enterprises have set up their ownweb portal to launch branding and online marketing activities. The online customerservice system has become an important tool for enterprises to develop Internetmarketing and branding, because of its ease of use, sales of precision, real-timebusiness data, functional integration and other features. However, with the increasingof the amount of online services and customer’s requirement for service quality, theonline customer service system faces many problems, such as service distribution,customer service team management, process management and business systems toexchange data. How to improve customer satisfaction, rational use of resources andreduce online customer service system operating costs have become hot issues for theresearch.Firstly, this paper analyzes the background and the related research status aboutonline customer service system in order to determine the research contents. Secondly,the theoretical basis of online customer service system has been described in detail,such as online customer service system, queuing theory, Witness simulationtechnology, which lay a solid theoretical foundation for the study of this paper. Thirdly,this paper uses Witness2004simulation platform to build an online customer servicesystem simulation model based on queuing theory; through simulation running, we canget some system-related performance indicators, and the simulation results arecompared with the theoretical value, the validity of simulation results has been verified;and then proposed three ways to further analysis of the simulation model improvementwhich are namely queue capacity constraints, skills upgrading service agent, thenumber of service agent changed. Finally, the paper use cost minimization analysis ofstatic optimization method, based on a single objective function dynamic optimizationmethod and dynamic optimization analysis method based on multi-objective functionto optimize online customer service system. Additionally, this paper also studied theimpact of system parameters such as average customer arrival rate and the averageservice rate of the service agent.This paper studies the online customer service system modeling and simulationoptimization analysis, the whole process combines computer simulation technology,which making the optimization effect more obvious and faster. In addition, the proposed dynamic analysis method based on multi-objective function, thinks both fromthe perspective of consumers and businesses, which make up the defects in costminimization analysis of static optimization method and dynamic optimization methodbased on a single objective function, at the same time, it provides a morecomprehensive ideas to optimize the online customer service system, and the results ofthis study have very important practical significance to improve customer satisfactionand reduce operational costs.