基于区块链构建新型企业客户服务技术平台  

Building Innovative Enterprise Customer Service Technology Platform Based on Blockchain

作　　者：张启明[1] 陆建华[1] 李守智 徐建栋 ZHANG Qi-ming;LU Jian-hua;LI Shou-zhi;XU Jian-dong(State Grid Electric Power Research Institute,Nanjing 211100,China)

机构地区：[1]国网电力科学研究院,南京211100

出　　处：《计算机科学》2020年第S01期639-642,共4页Computer Science

基　　金：互联网+环境下基于大数据技术的客户诉求分析体系研究(524600190001)。

摘　　要：传统客户服务管理系统难以在各参与主体之间建立便捷、可信的数据共享通道,无法实现信息深度融合与共享。文中首先阐述基于区块链构建客户服务平台的技术合理性,然后提出一种基于许可链构建新型客户服务平台的技术架构,该架构整合联盟链和私有链建立企业与客户之间、企业各部门之间的可信数据共享链路,并利用KV-R转换引擎实现区块链数据库与关系型数据库互通。该技术架构将应用于新一代企业客户服务技术平台的建设。The traditional customer service management system is difficult to establish a convenient and reliable data sharing channel between the participants,and it is impossible to achieve the deep integration and sharing of information.This article first explains the technical rationality of building a customer service platform based on the blockchain,and then proposes a technical architecture for building aninnovative customer service platform based on the permission chain.This architecture integrates the alliance chain and the private chain to establish the trusted data sharing link among the enterprise and customers,and various departments of the enterprise.The platform uses the KV-R conversion engine to achieve the interconnection between the blockchain database and the relational database.This technology framework will be applied to the construction of a new generation of enterprise customer service technology platform.

关 键 词：区块链 客户服务技术平台 可信数据共享链路 KV-R转换引擎 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]