Research On Optimization Of Second-line Technical Support Service In C Company P Project

Information Technology and Internet platforms contribute to the deep integration among traditional industries and Internet,continuously promotes reform,innovation and development in all industries.The Internet and informatization play a key role in resource integration and allocation to optimize resource management and personnel assignments,as a result to improve customer services.IT companies as an example,which already have achieved informatization,how could they proceed further optimized? This is also an extremely significant problem for other traditional industries and manufacturing industries have to face,consider,and research on once they done the informatization.The application of artificial intelligence speech recognition and text recognition technology has automatically handled most of the tasks which traditional first-line call centers should in charge of.Reducing different kinds of costs meanwhile enhances the core competitiveness of the enterprise.When the first-line call center is no longer a bottleneck restricting for customer service,on the other hand,second-line professional technical support services gradually take an important position of customer service.Improving the effectiveness of second-line technical assignment management and fundamentally solve the actual problems for the end users with high-quality,thereby increasing enterprise value and user satisfaction.The optimization of second-line technical support service which mentioned in this paper is different with other research on the optimization of first-line call centers support service.This thesis focuses on second-line technical support service optimization for informatized IT Company.The skills required for second-line technical support are so comprehensive and complex,and what they dealing with are complex problems which cannot be solved directly by first-line call centers.The second-line technical support does not need to be on call 24/7,optimizing the technical support service of the second-line not only optimize the quality of user issue-tickets,but also optimize the management of second-line personnel assignment.So that to reduce the labor cost of the enterprise and creating much more business value.This paper is based on the research and application of information resource management and knowledge management in both domestic and abroad,in-depth analysis of historical data to summarize the knowledge classification and incidents types for P Project in C Company.Sorting out and summarizing the current second-line technical support service status of P project and analyze its current problems.Combining analytic hierarchy process AHP and knowledge management,to find out the suggestions to optimize the second-line technical personnel assignment and improve the second-line support service.Make sure the efficiency,high quality and adequacy of the usage for second-line professionals technical support in IT companies,thereby guarantee IT services efficiency and sustainable development.·Fast and timely service–Based on historical data and combining with AHP to optimize the personnel assignment,determining the best operators for a certain problems;·High quality service–Establish the knowledge base for known problems and solutions,to improve the service quality of.second-line support;·High efficiency service–Try on Keras Word2 Vec model to automatically handle some issues to improve the efficiency of second-line support services;...