The Design And Implementation Of Customer Service Knowledge Base Management System

With the progress of society,the customer service level has become the core competitiveness of enterprises.Therefore,the State Grid Corporation began to build a nationwide electricity customer service center in 2013,established an integrated,customer-oriented,intelligent,interactive knowledge base,providing knowledge management,knowledge sharing,knowledge learning and intelligence support and other services function to facilitate power customer service center agents responses to customer needs in a unified,professional,accurate way,providing strong knowledge support for the power of customer service.In this paper,we elaborate the system analysis,design,implementation,testing and other aspects of the detail about the knowledge base,and the most important part is the knowledge collection.In demand section we analysis the application requirements and management requirements,and application requirements include collection between center,sub-centers and branch company which also include knowledge editing,branch company dispatching,auditing,releasing and other kind of work.In system design,combined with intelligent full-text search technology and J2EE technology system,integrated with knowledge collection,acquisition,releasing and other application stage.In the implementation phase,based on the SoTower platform which faced for the power industry at enterprise level we design and code,in the front we use HTML,JSP,JavaScript and in the backstage we use Java to develop on the SoTower platform together with Spring and Hibernate frame,with BPM process engine,using Oracle as database,we provide a knowledge collection solution in a progress,systematic way,and the knowledge is controlled within lifecycle management which can make sure it is real,timely and effective.Finally,we do the test,result shows that the system performance meets the design and fulfill the customer needs.