Design And Implementation Of Online Store Customer Service Center Knowledge System

An online call center is a business organization characterized by intensive labor,quickly updated knowledge and incapability of centralized staff training. To securefast business growth, an efficient, scientific and standard Knowledge BaseManagement System (KBMS) must be set up to achieve standardized management ofknowledge and staff.This project designs and realizes the knowledge base management system adoptedby the call center of online shopping mall. B/S framework is employed in this system.And the issue of providing clients precise and professional reply with the knowledgesystem has been fixed through application of knowledge management theory andsoftware engineering technology. Thus, it will help the company to enhance customerexperience and to profit more.Java development tools are used by this system to conduct development and theprevailing MVC mode is employed as the framework mode. The presentation layeradopts Struts; business layer, Spring; persistent layer, Hibernate. Advantages of thethree frameworks are taken to establish new framework mode. The business isconducted around the analysis, design and realization of the business demands of thecall center’s knowledge system. First, UML modeling language is used forrequirements elicitation and business modeling of the system to realize the expressionof the real business condition of consumer-service staffs. Through the businessscenario analysis, functional and non-functional analysis are employed to describesystem function; Next, B/S application is used as framework, and J2EE frameworkå'ŒJava development tool are adopted to complete the development and design of thesystem; Finally, the system is tested according to the program progress of the softwaredeveloping progress and the traditional test approach for software engineering.With the application of this system, AHT will be decreased considerably. It will takethe customers less time to wait for the reply from the online service, which improvethe customer satisfaction rate from86%to90.5%. Daily average online users of theknowledge base system amount to2600. With the increase of mall orders, businessdevelopment, knowledge base system, will get more applications...