基于微服务架构的专属客户经理在线对话系统设计  

Design of Exclusive Account Manager Online Dialogue System Based on Micro Service Architecture

作　　者：王庆贤 于喻 田举 杨麒渲 曲艺 杨彬彬 WANG Qingxian;YU Yu;TIAN Ju;YANG Qixuan;QU Yi;YANG Binbin(State Grid Customer Service Centre,Tianjin 300300,China;Beijing China-Power Information Technology Co.,Ltd.,Beijing 100085,China)

机构地区：[1]国家电网有限公司客户服务中心,天津300300 [2]北京中电普华信息技术有限公司,北京100085

出　　处：《微型电脑应用》2023年第6期185-188,共4页Microcomputer Applications

摘　　要：为了提高企业服务功能及事务处理能力,提升客户满意度与黏性,设计了基于微服务架构的专属客户经理在线对话系统。用户通过系统显示层登录并输入业务请求信息,由接入层的服务网关向微服务层转送用户请求信息,微服务层接收后向服务管理层发出认证和授权申请,待其通过之后微服务层调用相应的服务模块并派发对应专属客户经理与用户在线对话,依据实际业务需求调用存储层数据处理用户请求业务。实际应用结果表明,系统的消息转发功能与坐席转接功能可满足预期,明显提升实验服务平台的工单回访量,满足高并发用户量的使用需求,为企业提升服务功能及事务处理能力提供了有效帮助。In order to improve the service function and transaction processing ability of enterprises,improve customer satisfaction and stickiness,an online dialogue system of exclusive customer manager based on microservice architecture is designed.The user logs in through the system display layer and inputs the service request information.The service gateway of access layer transmits the user request information to the microservice layer.After receiving the information,the microservice layer sends the authentication and authorization application to the service management layer.After it passes,the microservice layer calls the corresponding service module and distributes the corresponding exclusive information.Testing results show that the message forwarding function and agent transfer function of the system can meet the expectations,significantly improve the work order-returning amount of the experimental service platform,meet the use needs of high concurrent users,and improve the service function and transaction processing ability of enterprises.

关 键 词：微服务架构 专属客户经理 在线对话 请求信息 微服务层 

分 类 号：TP393[自动化与计算机技术—计算机应用技术]