Design And Implementation Of Tailong Bank Call Center Artificial Agent Services Subsystem Base On J2EE

In the 21 st century, with China’s accession to WTO, China’s economic market competition has rapidly increased and the degree of information has gradually deepened. In the wave of information technology, it must be gradual transformation of the traditional service delivery model to an information service if companies need to improve competitiveness. The modern call center system will acknowledge the traditional manual call center with modern computers, networks, communications technology, and connected to a database. It will realize the change from a single service provider to the multi-function, multi-media enterprise platform. Today, the call center has been gaining more and more importance in enterprises and related industries are rapidly developing. As financial firms, facing more intense competition, banks must actively introduce new technologies, new service concept, in order to maintain its consistent advanced.Artificial agents service system is an important business module in call center, agent will communicate directly with the customer. Agent system directly affects the quality of the seating personnel work efficiency and the service levels, and plays an important role for the development of enterprises.This paper develops an artificial agents services subsystem modules in call center for Tailong Bank. First of all, we analyze the status quo of call centers and Agent systems domestic and international to understand its development and structural models. Then the paper analyzes the actual Agent needs of Tailong Bank, the Agent subsystems is divided into multiple modules: attendance management module, soft phone module, information exchange module. We use flow charts to describe the workflow of various modules. In addition, detailed needs analysis of database and system is performed. After the system is modular analysis, detailed structural design, we clear the implementation details of each module.After preliminary analysis is completed, we use E-R diagrams and data sheets to describe the detailed design of each module and database. In the J2 EE platform, we develop the system using B/S structure. After the development is completed, we do system testing step by step, and show the detailed test cases.The development of the system provides enterprises with an agent system with good interact ability and help enterprises improve service levels.