Research And Implementation Of Intelligent Customer Service System Based On Microservices

With the continuous improvement of the level of urbanization,the business volume of water companies is increasing,and there are more and more interactions between customers and water companies.If a monolithic architecture is adopted,with the complexity of the business,the amount of code becomes larger and larger,and the readability,maintainability and scalability of the code will decrease.In the case of more and more users,the program needs to bear concurrency is getting higher and higher,and the ability of the monolithic architecture to handle concurrency is limited;on the other hand,with the increase of work orders for customer inquiries,maintenance handling,and complaints,it will increase the pressure on customer service,causing problems that the work orders are too late to deal with.The intelligent customer service system based on microservices adopts the microservice architecture to relieve concurrency pressure;adopts the form of intelligent customer service to reduce the work intensity of customer service.The intelligent customer service system based on microservices addresses the problem of limited concurrency in a single architecture.According to the principle of loose coupling and high cohesion of microservices,the entire application is split into call center services,work order services,and return visits.Five services: service,performance appraisal service,and system architecture service.Microservices have a standard restful interface,which improves system throughput through caching,load balancing,message queues and distributed tasks;according to business sub-databases and tables,the interdependence between services is reduced and the scalability of the system is improved.On the other hand,the efficiency of manual customer service processing work orders is limited,and the intelligent customer service system based on microservices introduces the technology of speech recognition and semantic analysis.The customer calls,analyzes the work order category through voice recognition and semantic analysis,matches the preset work order type,automatically generates work orders and enters the work order pool,and the person in charge of each work order accepts the review,and the relevant handling personnel upload the processing voucher.After the work order is over,the intelligent customer service conducts an intelligent return visit,and decides whether to sell the order or to dispatch the order again according to the satisfaction.The system includes seven roles,namely,administrator,center seat,meter reading supervisor,department manager,general supervisor,meter reader,and construction team.This system uses the.net Core framework,uses consul for service registration,discovery,and health checks.The services communicate through the remote procedure call protocol.The communication efficiency is very high.Using ocelot gateway,it provides routing,request aggregation,service discovery,and authentication.A series of powerful functions such as power,current limiting fuse,load balancer,etc.;the use of identity authentication mechanism ensures the security of the system.The processing of high concurrency ensures the stability of the system.The use of this system can reduce the pressure on customer service and save the company’s operating costs.