基于移动平台的智能化客户服务系统研究  

A Study on Intelligent Customer Service System Based on Mobile Platform

作　　者：卢献利[1] 张淑媛[2] 

机构地区：[1]内蒙古自治区烟草专卖局信息中心,呼和浩特010010 [2]内蒙古电子信息职业技术学院,呼和浩特010010

出　　处：《内蒙古大学学报（自然科学版）》2014年第4期429-434,共6页Journal of Inner Mongolia University：Natural Science Edition

摘　　要：针对专卖分销企业的客户服务,分析生成该类企业的客户服务蓝图,提出了一种基于移动平台的智能化客户服务系统.该系统有效集成了企业原有信息系统形成客户服务的支撑平台,通过客户信息的智能化分析过程做出满足客户个性化需求的服务决策,利用移动终端完成服务的实施并及时收集服务反馈.最后,基于J2EE应用框架实现了该系统,其应用表明该系统能有效提高客户服务的满意程度.The distribution enterprise under monopoly system is a kind of specific enterprise,its marketing and service environment has a lot of particularity and difficulty.For customer service of the monopoly distribution enterprise,the generating customer service blueprint is analyzed for this kind of enterprises,and a intelligent customer service system is put forward based on a mobile platform.The system effectively integrates original enterprise information system to form a support platform of customer service.Then service decision is made to meet the personalized needs of customers through the process of intelligent analysis for customer information.Service implementations are completed and service feedbacks are collected by mobile terminals.Finally,this system is realized based on the J2EE application framework and its application shows that this system can effectively improve customer service satisfaction.

关 键 词：专卖分销企业 客户服务 智能化 移动平台式 

分 类 号：TP311.52[自动化与计算机技术—计算机软件与理论]