数字员工在政务领域客服的探索与实践

在政务服务领域,数字员工客服以语音交互为基础,通过与用户进行人机对话的方式提供服务。相比传统的人工客服,数字员工客服可以提高服务效率和客户满意度,同时也能降低人工成本。在数字化转型浪潮下,智能客服已成为各行业发展的趋势和主流方向。数字员工客服是以AI技术为支撑的智能交互服务平台,基于人工智能技术,具有自主学习能力,可实现主动服务,具有一定的智能化程度,可以为用户提供定制化的服务。     

让500万客户消费更透明更放心

中国移动徐州分公司秉持"客户为根,服务为本"的经营服务理念,通过持续不断地完善网络、产品、支撑、客服等方面的工作,2010年徐州移动的客户整体满意度较2009年提升了5个百分点,并连续第七年被中国质量协会和全国用户委员会授予全国实施用户满意工程先进单位,荣获"用户满意服务"荣誉称号.在日前召开的江苏省电信服务工作会议上,徐州移动表示将继续推进"放心消费"工程,为全市500多万客户提供更优质的服务.     

中国移动征战车联网推4G智能后视镜紧抓市场“痛点”

3月30日,中国移动在重庆举办车联网2017新品首发仪式,发布了全新一代X14G智能后视镜,并推出了全新的中国移动车联网整体解决方案,以及车联网品牌“和车连”、“和路通”.据悉,4G智能后视镜全国统计预售数量已达50万台. 发布会期间,中国移动交通行业解决方案部总经理严茂胜对通信世界全媒体记者表示,后视镜硬件产业虽然已是一个成熟的体系,但“和路通”的优势是把运营商的管道和终端打通,实现服务升级.另外,依托中国移动数量庞大的个人用户以及集团客户,在推出新产品的同时,还可以结合流量包,为用户推出丰富的打包服务,这是其他企业不具备的.另一方面,智能后视镜这类新业务绑定了中国移动用户的主SIM卡,为运营商维持4G用户的稳定、推动新用户入网起到积极作用,同时面向驾校、专车、出租车、救护车等发挥线下渠道优势.     

广西电信多媒体客服系统建设研究

客服呼叫中心作为运营商的基础客户服务手段,随着语音、数据、互联网等多种服务方式的日益深入和成熟,传统的客服呼叫系统接入媒体将由单一的语音接入向集电话、Email、IM、短信、微博等多媒体接入转变。广西电信根据客户服务发展的形势需要,通过建设广西电信多媒体客服系统实现主动、智能、开放、交互的客户服务,有效地适应了移动互联网时代客户服务的需求,提高了自助、互助服务占比,改善了客户感知。     

中兴Anyservice中标重庆联通客服系统

6月25日,中兴通讯与重庆联通签约,中兴 Anyservice客户服务中心将承建重庆联通客服系统。 今年3月,重庆联通结合全网建设状况和未来发展规划,计划建设客服系统。该系统的近期目标是建立一个面向客户、通过统一的特服号码接入的综合平台,实现业务咨询、资费查询、帐务查询、障碍申告、投诉管理、建议受理、话费催缴、自动回复、业务受理、预约服务等一体化的服务与管理,从而提高客户服务质量。根据规划,重庆联通客服系统在逐步完善近期建设目标的基础上,还将进一步完善客户服务方式和内容,努力为客户提供全接触式和个性化服务。     

基于移动端与大数据并行的现代企业客服系统浅谈

通过分析传统客服系统在移动互联网时代所存在的问题和面临的困难,进而阐述了使用App优化传统客服系统的服务流程和提升用户使用体验的紧迫性和必要性。我们注意到传统客服系统在以往为客户服务过程中积累了大量的数据,这些数据包括客户使用产品过程中遇到的问题,也包括企业解决这些问题的方案。然而,由于传统客服系统自身架构的局限性,无法有效利用这些数据。而App依靠自身架构的先进性和灵活性,可以非常自然的结合大数据挖掘技术,充分利用企业积累的数据,持续性改善智能客服系统的服务质量和提升用户使用该系统的体验,进一步让客服系统变得智能化、高效化,人性化。从而达到减少企业在客服人员数量上的资金投入,提高企业在市场上的竞争力。     

中国电信多媒体智能客服系统的研究与实现

阐述了构建移动互联网环境下的中国电信多媒体智能客服系统的总体思路及实施方案;通过建设具有多渠道接入、多渠道协同、统一全面的客服视图、多方位智能化应用的多媒体智能客服系统,满足移动互联网环境下客户服务需求,实现主动、智能、开放、交互服务,显著改善客户感知。     

多种因素向量化的客服工单智能排序应用

客服工单作为互联网行业客户最重要的接触点,智能化、智慧化处理成为各行业重点关注并亟待解决的主要问题,工单的智能排序为解决这一问题提供了可行化应用探索。人工智能及大数据的飞速发展给解决此类问题提供了新的方向和契机。首先分析了客服工单智能化排序的需求背景,在此基础上对实现客服工单智能化排序的主要方法和实现过程进行了分析,阐述了基于多因素向量化客服工单智能排序的应用探索。     

试析智能客服在话务量分流中的应用

随着科技发展与社会的进步,智能客服在移动系统中得到了广泛的应用,并且取得了良好的成效,其不仅能够对客户所提的相关问题进行及时的解答,而且也在一定程度上分流了人工客服的话务量,减轻人工客服的工作量.本文将通过对智能客服进行简要介绍,进而对智能客服在电子渠道以及话务量分流作用进行阐述,以供参考.     

面向客户的全业务运营保障体系

自2008年电信重组、3G牌照颁发之日后,中国电信运营行业正式进入了全业务竞争发展阶段,这就要求运营商具备在三网融合的背景下同时为用户提供包括语音、数据、多媒体在内的全方位信息服务的能力。竞争要素从套餐组合、价格优惠、业务质量、投诉客服,进一步升级到以客户为中心的全面服务保障层面。在这种背景下,中国移动山东分公司率先开发构建了面向客户的全业务运营保障体系,为实现高水平个性化服务奠定了基础。     

Development of the readout system for waveguide multilayer optical card

Waveguide multilayer optical card （WMOC） is a novel storage device of three-dimensional optical information. An advanced readout system fitting for the WMOC is introduced in this paper. The hardware mainly consists of the light source for reading, WMOC, motorized stages addressing unit, microscope imaging unit, CCD detecting unit and PC controlling ＆ processing unit. The movement of the precision motorized stage is controlled by the computer through Visual Basic （VB） language in software. A control panel is also designed to get the layer address and the page address through which the position of the motorized stages can be changed. The WMOC readout system is easy to manage and the readout result is directly displayed on computer monitor.     

Nanoimprint Lithography -A Next Generation High Volume Lithography Technique

IntroductionNanoimprint Lithography is a well-acknowl-edged low cost, high resolution, large area pattern-ing process. It includes the most promising methods,high-pressure hot embossing lithography (HEL) [2],UV-cured imprinting (UV-NIL) [3] and micro contactprinting (m-CP, MCP) [4]. Curing of the imprintedstructures is either done by subsequent UV-lightexposure in the case of UV-NIL or by cooling downbelow the glass transition temperature of the ther-moplastic material in case of HEL…     

Collinear phase-matching study of terahertz-wave generation via difference frequency mixed in GaAs and Inp

The collinearly phase-matching condition of terahertz-wave generation via difference frequency mixed in GaAs and InP is theoretically studied. In collinear phase-matching, the optimum phase-matching wave hands of these two crystals are calculated. The optimum phase-matching wave bands in GaAs and lnP are 0.95-1.38μm and 0.7-0.96μm respectively. The influence of the wavelength choice of the pump wave on the coherent length in THz-wave tuning is also discussed. The influence of the temperature alteration on the phase-matching and the temperature tuning properties in GaAs crystal are calculated and analyzed. It can serve for the following experiments as a theoretical evidence and a reference as well.     

Effects of the alloy compositions on the phonon-polaritons in ternary mixed crystals

Composition dependence of bulk and surface phonon-polaritons in ternary mixed crystals are studied in the framework of the modified random-element-isodisplacement model and the Bom-Huang approximation. The numerical results for Several Ⅱ - Ⅵ and Ⅲ- Ⅴ compound systems are performed, and the polariton frequencies as functions of the compositions for ternary mixed crystals AlxGa1-xAs, GaPxAS1-x, ZnSxSe1-x, GaAsxSb1-x, GaxIn1-xP, and ZnxCd1-xS as examples are given and discussed. The results show that the dependence of the energies of two branches of bulk phonon-polaritons which have phonon-like characteristics, and surface phonon-polaritons on the compositions of ternary mixed crystals are nonlinear and different from those of the corresponding binary systems.     

Influence of PVK ： NPB hole transporting layer on the characteristics of organic light-emitting devices

A doping system consisting of NPB and PVK is employed as a composite hole transporting layer （CHTL）. By adjusting the component ratio of the doping system, a series of devices with different concentration proportion of PVK ： NPB are constracted. The result shows that doping concentration of NPB enhances the competence of hole transporting ability, and modifies the recombination region of charge as well as affects the surface morphology of doped film. Optimum device with a maximum brightness of 7852 cd/m^2 and a power efficiency of 1.75 lm/W has been obtained by choosing a concentration proportion of PVK ： NPB at 1：3.     

New insert layer structure OLEDs

An insert layer structure organic electroluminescent device（OLED） based on a new luminescent material （Zn（salen）） is fabricated. The configuration of the device is ITO/CuPc/NPD/Zn（salen）/Liq/LiF/A1/CuPc/NPD/Zn（salen）/Liq/LiF/A1. Effective insert electrode layers comprising LiF（1nm）/Al（5 nm） are used as a single semitransparent mirror, and bilayer cathode LiF（1 nm）/A1（100 nm） is used as a reflecting mirror. The two mirrors form a Fabry-Perot microcavity and two emissive units. The maximum brightness and luminous efficiency reach 674 cd/m^2 and 2.652 cd/A, respectively, which are 2.1 and 3.7 times higher than the conventional device, respectively. The superior brightness and luminous efficiency over conventional single-unit devices are attributed to microcavity effect.     

Analysis of error performance on Turbo coded FDPIM

Due to variable symbol length of digital pulse interval modulation（DPIM）, it is difficult to analyze the error performances of Turbo coded DPIM. To solve this problem, a fixed-length digital pulse interval modulation（FDPIM） method is provided. The FDPIM modulation structure is introduced. The packet error rates of uncoded FDPIM are analyzed and compared with that of DPIM. Bit error rates of Turbo coded FDPIM are simulated based on three kinds of analytical models under weak turbulence channel. The results show that packet error rate of uncoded FDPIM is inferior to that of uncoded DPIM. However, FDPIM is easy to be implemented and easy to be combined, with Turbo code for soft-decision because of its fixed length. Besides, the introduction of Turbo code in this modulation can decrease the average power about 10 dBm, which means that it can improve the error performance of the system effectively.     

A method for calculating the center position of collimated light

It is a key problem to accurately calculate beam spots＇ center of measuring the warp by using a collimated laser. A new method, named double geometrical center method （DGCM）, is put forward for the first time. In this method, a plane wave perpendicularly irradiates an aperture stop, and a charge couple device （CCD） is employed to receive the diffraction-beam spots, then the geometrical centers of the fast and the second diffraction-beam spots are calculated respectively, and their mean value is regarded as the center of datum beam. In face of such adverse instances as laser intension distributing defectively, part of the image being saturated, this method can still work well. What＇s more, this method can detect whether an unacceptable error exits in the courses of image receiving, processing and calculating. The experimental results indicate the precision of this method is high.     

Resolution Enhancement Technology:Integrated Process Solutions using OPC

DUV lithography, using the 248 nm wavelength, is a viable manufacturing option for devices with features at 130 nm and less. Given the low kl value of the lithography, integrated process development is a necessary method for achieving acceptable process latitude. The application of assist features for rule based OPC requires the simultaneous optimization of the mask, illumination optics and the resist.Described in this paper are the details involved in optimizing each of these aspects for line and space imaging.A reference pitch is first chosen to determine how the optics will be set. The ideal sigma setting is determined by a simple geometrically derived expression. The inner and outer machine settings are determined, in turn,with the simulation of a figure of merit. The maximum value of the response surface of this FOM occurs at the optimal sigma settings. Experimental confirmation of this is shown in the paper.Assist features are used to modify the aerial image of the more isolated images on the mask. The effect that the diffraction of the scattering bars (SBs) has on the image intensity distribution is explained. Rules for determining the size and placement of SBs are also given.Resist is optimized for use with off-axis illumination and assist features. A general explanation of the material' s effect is discussed along with the affect on the through-pitch bias. The paper culminates with the showing of the lithographic results from the fully optimized system.     

Cost-effective test solutions for smart card and other integrated flash applications

From its emergence in the late 1980s as a lower cost alternative to early EEPROM technologies, flash memory has evolved to higher densities and speedsand rapidly growing acceptance in mobile applications.In the process, flash memory devices have placed increased test requirements on manufacturers. Today, as flash device test grows in importance in China, manufacturers face growing pressure for reduced cost-oftest, increased throughput and greater return on investment for test equipment. At the same time, the move to integrated flash packages for contactless smart card applications adds a significant further challenge to manufacturers seeking rapid, low-cost test.