Study On Intelligent Customer Service System Planning Of D Bank

The customer service center of D bank was established at the end of 2008.With the implementation of the "customer first" business strategy of D bank,the customer service center has gradually changed from service trusteeship to self operation,and provides services externally with a unified service telephone.The service object has changed from individual customers to support all customers throughout the bank.The service scope is gradually expanded based on personal business,and supports bank wide businesses including personal debit card business,personal credit card business,corporate business,etc.With the development of D bank’s operation,the service system of customer service center can not meet the deep-seated needs of customers,the service support ability of the system for customer service representatives is insufficient,and the shortage of management data affects the timeliness and effectiveness of managers’ decision-making,which has gradually become an important factor affecting the further improvement of D bank’s customer experience.Based on the research of customer service theory,combined with information system planning method,literature research method,theory with practice method,interview and questionnaire survey method,this thesis takes the customer service center of D bank as the research object,and around the problems existing in the customer service center,studies and explores the system planning of intelligent customer service center.Firstly,it summarizes the concept and connotation of customer service theory and information system planning theory,and clarifies the research significance and research ideas of the article;Secondly,it analyzes the basic situation of the customer service center of D bank,analyzes the problems existing in the customer experience of the customer service center of D bank,and further analyzes the system requirements of the existing customer service center on this basis;Then around the customer service center system needs,to improve customer experience as the main goal,proposed the intelligent customer service center system planning scheme;Finally,from the perspective of project management,it puts forward the safeguard measures for the implementation of the planning scheme.In recent years,the applications of artificial intelligence technology in the financial industry keep innovating,and the applications of customer service center are also developing rapidly.As a representative of the transformation from traditional telephone customer service to intelligent customer service,the customer service center of D bank is facing challenges in the process of development.There are some problems need to be solved in business management and information system construction.It is hoped that the study on Intelligent Customer Service Center System Planning in this thesis can provide reference for D bank and similar banks in intelligent customer service system planning.