Design And Realization Of Backstage Of Online Customer Chatting System

With the continuous rapid development of Internet, more and more companies combine their enterprise operation, sales, management with network. Internet has a wide range of dissemination, powerful interactive, mass information, which have greatly improved the operational efficiency of enterprises. Online customer service is developed as a tool to help to improve the convenience of the communication between enterprise and customers during the development of Internet. With online customer service, companies can communicate with users vie the Internet to answer questions, avoid cost of additional human resource and institutions, while dramatically reduce operating costs and improving the efficiency of communications with customers.There are two types of online customer service, one is artificial customer service while the other is as the type of online customer service robot. This article discusses the online customer service is a combination of both above. When there is lack of staff, the system can switch to robot. After identifying the user question, the robot uses the background knowledge base on the customer’s question to a simple computer automatic response.In accordance with the software development process, the article elaborates the analysis, design and implementation process of the background of online customer service management subsystem. In description, the background of management subsystem uses Brower/Server Mode; applies MVC model which makes Model, View, Control separated, to build overall system architecture; applies object-oriented design to design a whole class system; uses Java EE technology for interface-oriented programming to the hierarchical development; uses AJAX to make asynchronous calls in addition to the user experience. Also the subsystem is combined with Struts2, Spring, Hibernate and other open source frameworks to achieve the four modules: query of chat record, knowledge base management, user management, and customer service statistics. Finally, the article talks about the simple test of the subsystem, and gives operating results. After testing, the system function composite design requirements...