摘要
在5G+Beidou+AICDE的移动互联网时代,用户的客户感知与业务体验至关重要。当前,移动业务越来越丰富,支撑人员的工作量越来越大,问题的收集与处理,存在着报障渠道分散、服务经验有待进一步提升、系统与系统之间的衔接度不高、预警推送延迟等问题。基于此,结合多年的系统维护与业务支撑经验,文章特提出一种投诉全流程智能问答与处理工具。实践表明,该工具的上线与应用,极大地提升了用户的业务体验与客户感知。
In the mobile Internet era of 5 G+Beidou+AICDE, users’ customer perception and business experience are crucial. At present, with more and more mobile services, more and more workload of support personnel, problems are collected and dealt with, such as scattered channels of reporting barriers, service experience to be further improved, poor connectivity between systems, and delay of early warning push. Based on this, combined with many years of system maintenance and business support experience, this paper proposes a complaint process intelligent question and answer and processing tool. The practice shows that the implementation and application of this tool greatly improve the user’s business experience and customer perception..
作者
李春丽
LI Chunli(China Mobile Communications Group Guangxi Company LTD,Guangxi province Nanning city,530000,China)
出处
《长江信息通信》
2021年第12期233-234,237,共3页
Changjiang Information & Communications
关键词
投诉全流程
智能问答场景
智能推荐场景
智能分析场景
业务体验
Complaint process
Intelligent Q&A scene
Intelligent recommendation scenario
Intelligent analysis scenario
Business experience
