摘要
主要阐述了在多媒体业务不断出现、全渠道服务量上升及联通集团IT集中、业务产品集中的背景下,智慧客服系统的建设方案及创新意义。通过建设智慧客服系统,解决目前客服系统存在资源复用率低、技术能力不足、服务标准不统一等问题,实现标准化、集约化、一体化服务,助力省分赋能一线,以服务打造平台,探索平台化的运作,提升变现能力,将成本中心最终转型升级为利润中心。
This paper mainly expounds the construction scheme and innovative significance of intelligent customer service system under the background of the continuous emergence of multimedia business,the rise of Omni channel service volume,and the concentration of it and business products of China Unicom Group.Through the construction of smart customer service system,we can solve the problems of low resource reuse rate,insufficient technical capacity,and inconsistent service standards in the current customer service system,realize standardized,intensive and integrated services,help the provincial company and empowerment front line,build a platform with service,explore the platform operation,improve the liquidity,and finally transform the cost center into a profit center.
作者
张巾莹
卢玉棉
ZHANG Jingying;LU Yumian(Shandong United Communications Group Co.,Ji’nan 2500313,China;Shandong Post and Telecommunications Planning and Design Institute Co.,Ltd.,Ji’nan 250031,China)
出处
《数字通信世界》
2020年第11期67-69,共3页
Digital Communication World
关键词
智慧客服
集约化
人工智能
降本增效
smart customer service
intensification
artificial intelligence
reduce cost and increase efficiency
