Research And Design Of Intelligent Management Platform For Railway Customer Service Center

The railway customer service system provides consultation,complaints,suggestions and assistance services for external users such as railway passengers,freight owners,and carriers,playing a communication bridge role and unblocking customer service channels;Internally,provide operational assistance to customer service management personnel at the national railway group level and railway bureau level,and provide information support for business personnel.With the continuous deepening reform of railway passenger business and freight transportation business and transportation organization,the comprehensive management module in the railway customer service system is gradually unable to meet the higher requirements of daily management.The problems encountered in the used of the system are gradually becoming prominent,mainly embody in complex process design,low level of system intelligence,and shallow depth of data value mining.In order to adapt to the current business development situation,it is urgent to design a railway customer service management platform based on artificial intelligence technology to improve the management efficiency of the railway customer service center and provide better services for passengers.In 2019,China Railway launched the "Research on the New Generation Intelligent Customer Service Platform" project,aiming to alleviate the operational management pressure of railway customer service centers through intelligent technology,and further improve the technical level of customer service platforms and the service level of railway customer service centers.Based on this background,this article plans and designs an intelligent management platform for railway customer service centers.The paper first introduces the current development status of railway customer service systems,sorts out the existing problems,summarizes the research status of intelligent customer service at domestic and abroad,and determines the research content and methods based on this.Through visiting and investigating the railway customer service center,a comprehensive demand analysis of intelligent comprehensive management was carried out,the overall goal of platform construction was discussed,user roles were divided,four business modules were determined,include intelligent schedule management,intelligent knowledge base,intelligent quality inspection and performance evaluation,and the business processes,functional requirements and non-functional requirement of the system of each module were sorted out.According to the content of the demand analysis,the overall architecture,technical architecture and data architecture of the system are designed,and 61 function points of 5 major functional modules are divided,and detailed functional design is carried out.Based on the design results of the platform,research was conducted on the key algorithm models needed,including queuing theory based customer service personnel number prediction and K-Means algorithm based knowledge base text clustering.Historical data was used to verify the feasibility of the scheme.The article concludes with a summary of the research content and a prospect for the future development trends of intelligent customer service systems and customer service centers.