10000 Expert Intelligent Client Service System

10000 Expert Intelligent Client Service System is a system that combines various creative concepts (pre-management and integration of information from multiple systems, designing of intelligent direction, automatic collection and analysis of information, and concepts from games) based on the background that 10000 Client Service Department encountered a series of problems in the past--frequent errors and low efficency on serving clients, high cost for employees training and system maintenance, low satisfaction from clients, lack of the ability to collect impactful information.The system employs a three-layer structure (Client/Application,Server/Database,Server) which is also divided into three parts as support layer, application layer and interface layer from another perspective. It integrates six kinds of system interfaces (including those of CRM system, IPAS system, SP system,112 Malfunction Handling System, Fee Calculating System, Intelligent Net System) and implements functions of searching and operating within a single graphic interface. As a result, the system greatly enhances the efficency of client service and increases the satisfaction from clients. What is more, it carries out the automatic collection of client information, which was valuable for inducing clients of other company products and improvement of net quality. In sum, the system is provided with high reliability, high security, high controlability, high expansibility, and esthetically attracting human interface. I participated in 10000 system upgrade project, including demand investigation,the service logical design and coordination of the whole system platform for building and other related work, including how to solve the shaft effect of data between different platforms to achieve effective integration, and how to achieve The better UI design to improve system intelligence, to achieve effectively reduce the cost of training is the focus of my study, and in-depth study to solve the above two problems related to EAI interfaces, WebService/SOCKET, intelligent UI design and application of several key technologies.Through research of this subject and in project implementation, achieved good results:On the one hand an effective solution to the problem of Shaft Effect, greatly enhance the efficiency of the system:10000 intelligent experts system optimize the business codes, the organic integration through information and information for real-time updates and a high degree of sharing, on an interface a variety of data queries and use of business operations.On the other hand, significantly reducing operating costs of 10,000 systems, significant improvement in user perception:human-computer interaction through improved intelligence and the ability to improve pretreatment, effectively reducing the operating time and shorten the waiting time for users and reduce duplication, reduce error rate, improved customer satisfaction; the same time, to achieve the training cost reduction, achieved a good degree of user perception and the social and economic benefits.