Research On Risk Management Of R&D Project Of Intelligent Customer Service Management Information System

With the development of the Internet and the increasing number of information channels,the number of users obtained by enterprises from the Internet is growing explosively.It is very important for enterprises to serve these users well,so enterprises also pay more and more attention to customer service.However,there are various ways of user consultation,complex and variable needs.Traditional enterprises need to use multiple platforms to provide services for customers at the same time.At the same time,there are many problems such as information isolation between multiple platforms,high maintenance cost,inflexible system expansion,difficult data statistics,and limited working methods of seats,all of which challenge the customer service system platform.Traditional customer service system usually only has call center service or online customer service.The development of a single channel limits the integration of user data.Therefore,the application of intelligent customer service system will enable enterprises to communicate with users through various channels and apply intelligent technology to enterprise services.These channels integrate with each other and respond to each other.It is particularly important to provide enterprises with long-term development,high efficiency and all-round service system.But customer service system is a very complex open system,and the risk management of customer service system is the key to the success of the project.Based on the in-depth analysis of risk management system and various risk management application models of information system R&D projects abroad,this paper takes the R&D project of intelligent customer service management information system as an example to study.Intelligent customer service system project contains many risks,such as planning risk,supply risk,decision risk,over budget risk,schedule risk,development environment risk Design and implement a series of risks,such as risk,product risk and personnel risk.This paper attempts to build a risk management model for the development of project management information system,and verifies the effectiveness of the model,and puts forward the direction and suggestions for improvement.In order to improve the success rate of the project and product maturity,so as to improve the core competitiveness of the enterprise to meet the needs of the user department and better serve customers.