摘要
以城市轨道交通车站客服为对象,总结车站客服发展3阶段的特征,基于新时代背景下品质出行的服务主旨,分析既有车站客服体系在服务最后一米执行中的不足,以保障乘客在服务节点上的质量为目标,充分利用智能系统、智能装备,提出线上线下一体、站厅站台协同的车站客服解决方案及其系统构成,并对新模式下客服系统带来的业务逻辑变更及应用效益做简要分析。
Based on the service subject of quality travel in the new era,this paper summarizes the characteristics of three stages of station passenger service development,analyzes the short comings of the existing station passenger service system in the last meter of service execution.Aiming at ensuring the quality of passengers in the service execution,it makes full use of intelligent systems and intelligent equipment,and proposes a station passenger service solution and the system composition,which integrates online and offline and coordinates station hall and platform.And the business logic changes and application benefits brought by the passenger service system under the new model are briefly analyzed.
作者
李健
毛新德
刘英杰
黄健
Li Jian;Mao Xinde;Liu Yingjie;Huang Jian(Shandong Traffi c Control Technology Co.,Ltd.,Jinan 250000,China)
出处
《铁路通信信号工程技术》
2023年第11期74-78,共5页
Railway Signalling & Communication Engineering
基金
国家重点研发计划资助项目(2020YFB1600703)。
关键词
城轨交通
车站客服
新模式
品质出行
urban rail transit
station passenger service
new mode
quality travel
