Research And Implementation Of Customer Service System Based On Public Information Platform

With the increasingly fierce market competition, customer satisfaction has become the best condition in the market, it is the source of enterprise efficiency. Therefore, it is particularly important to customer service. Good customer service can establish a communication bridge between businesses and customers, reduce the cost of the customer on money, time and Psychology. What is more, good customer service can reach a win-win situation to increase value of customer and business. As a powerful tool for customer service, customer service system plays the important role in business competition. Customer service system is the channel for enterprise to provide customer service, the link between customers and enterprises and an extension of the traditional business and service means, the enterprise to provide personalized and interactive friendly service for customer platform and the channel for enterprises to develop relations between enterprises and customers and strengthen customer resource management and business management.This paper studies and designs a customer service system based on Public information platform, including three major function module such as material database, automatic response and artificial online service. It, which put forward the optimization strategy of hierarchical finite state machine definition and key words full text search, focus on the design and implementation of the automatic answering function module of multi-dimension based on finite state machine and improved ACD customer service distribution algorithm based on queuing theory. In addition, this paper also design and implement function expansion such as the simple statistical analysis of the situation of customer service and the customer service management.Through the customer service system designed by this paper, business can customize the multi-dimensional processed automatic response, and carry out artificial online service with the system, which make the customer service more efficient and intelligent. At the same time, it also can reduce the human input in the business customer service. This system which is a good tool for collecting the customer service data, provides strong support for future data mining on the user demand.