公交热线数字化转型的探索与实践——以济南公交为例  

Exploration and practice of digital transformation of public transport hotline——Taking Jinan public transport as an example

作　　者：何伟 于敏 He Wei;Yu Min(Jinan Public Transport Group Co.,Ltd.,Jinan 250013)

机构地区：[1]济南公共交通集团有限公司,济南250013

出　　处：《城市公共交通》2023年第11期35-40,共6页Urban Public Transport

摘　　要：公交企业服务市民出行,让乘客满意是企业不变的价值追求。公交热线是公交企业获取市民诉求的重要窗口和桥梁。随着移动互联网等新技术和新媒体发展,传统的热线信息系统和热线接听方式已无法满足市民乘客的服务需要。济南公交集团利用大数据和人工智能等新技术,应用智能客服机器人进行人机对话,通过机器学习挖掘市民乘客关心的热点问题,设计建设智能云客服平台,实现从传统的人工服务转变为人机协同的智能客服热线,加快推进客服热线的数字化转型升级,为公交企业快速获取市民乘客感知、优化出行服务质量提供管理决策支持。Bus enterprises serve citizens to travel,and passenger satisfaction is the constant value pursuit of enterprises.The bus hotline is an important window and bridge for public transport enterprises to obtain citizens'demands.With the development of new technologies and media such as mobile Internet,the traditional hotline information system and hotline answering methods can no longer meet the service needs of public passengers.Jinan Bus Group uses new technologies such as big data and artificial intelligence,applies intelligent customer service robots to conduct human-machine dialogue,explores hot issues that citizens and passengers care about through machine learning,designs and builds an intelligent cloud customer service platform,realizes the transformation from traditional manual service to intelligent customer service hotline with human-machine collaboration,accelerates the digital transformation and upgrading of customer service hotlines,and provides management decision support for bus enterprises to quickly obtain citizens'passenger perception and optimize travel service quality.

关 键 词：公交热线 大数据 人工智能 智能客服机器人 

分 类 号：F572.6[经济管理—产业经济] F49