创新型客户服务平台在城市供水工作中的技术创新及应用  

Application and Promotion of Innovative Customer Service Platform in Urban Water Supply

作　　者：张小强 ZHANG Xiaoqiang(Dongguan Water Group Water Supply Co.,Ltd.,Dongguan 523112,China)

机构地区：[1]东莞市水务集团供水有限公司,广东东莞523112

出　　处：《广东水利水电》2023年第3期105-111,共7页Guangdong Water Resources and Hydropower

摘　　要：随着东莞市“供水一张网”工作的推进,供水公司直接面对的客户群体急速扩大、用水户数量成倍增加,导致涉水相关的业务办理、服务咨询等客服需求也同步增长,而传统的客服模式越来越难以满足当前的实际需求,如何对客服模式进行创新升级是当前亟待解决的问题。该文介绍如何在原有供水客服系统的基础上应用目前最新计算机智能科技,使话务与业务有机结合在一起,从而更具智能化、自助化、易用化等特点,使客户服务平台的综合服务功能大大加强。With the promotion of the one-piece water supply network in Dongguan,the customer group directly faced by the water supply company has expanded rapidly and the number of water users has doubled,resulting in the synchronous growth of customer service needs such as water related business handling and service consultation.The traditional customer service model is more and more difficult to meet the current actual needs.How to innovate and upgrade the customer service model is an urgent problem to be solved.This paper introduces how to apply the latest computer intelligent technology on the basis of the original water supply customer service system to organically combine traffic and business,so as to have the characteristics of intelligence,self-service and ease of use,and greatly strengthen the comprehensive service function of the customer service platform.

关 键 词：客服系统 网上营业厅 线上办理 便民利民 营商环境 

分 类 号：TU991.62[建筑科学—市政工程]