Customer Service Department Of Xinjiang Unicom New Generation Of Intelligent Guide The Design And Realization Of The System

The thesis focuses on the investigation of the representative customer servicesystem.Combining the current situation, characters and requirement of CNC(Xinjiang)customer service system, we raise a total improvement solution to build the system asan integrated customer service to meet the requirement in the close future. At the sametime to provide the more convenient, more quickly,more comprehensive service for theend-user. Article primary following four aspects:1、To expand the customer service method, this solution uses the advanced MSPservice platform,bearing the multiple service access way,such as,SMS,instantmassage,mail and so on,to meet the various needs and solid the system integration.2、The thesis designs a new service workflow technology which has applied tothe Service telephonist, Oriented to customer service requests, the knowledge requiredby the customer which’s system solutions and process solutions will be initiative took tothe seat representatives.3、According to the workflow de Through the analysis of functional requirementsof worksheets management subsystem of China Unicorn IDC traffic flow and resourcemanagement platform by JBPM workflow engine developed, the thesis deternmined mefunctional model, completed the outline of the system architecture. The user canthrough the work list administration module, pasts the time limit and personnel’sjurisdiction,when the department and the service flow change, the work listadministration module can have custom-made nimbly with the management, becausecauses the enterprise the service flow and the the service participation departmentdifferent.4、on the basis of Hibernate Search and LUNCENE intelligent search engines, thisthesis proposed the construction of intelligent knowledge software and a databasefull-text retrieval model, researched the outline of the system architecture.Finally, thesis designs and develops the system based combination of architectureof C/S and B/S, confirming the customer service center system of telecom enterprise.Compared with some existed customer service center systems which only offer the ability of dealing with calls from customs，this one now can be called a new customservice system which not only provide the same functionality as the old ones but alsosupport the other enterprise information systems with the one hand data getter from thenew architecture customer service center system．...