CAJ | 학술논문

　　介绍了客户服务支撑平台的架构、功能及应用情况。客户服务支撑平台包括智能故障抢修管理、停电可视化管理、营销服务资源可视化管理、业扩流程交互等功能模块，以解决95598热线服务调度业务的“盲调”现状为出发点，实现了95598热线服务与客户现场、故障抢修现场，营销业扩报装业务与现场业务等的信息互动目的，改变了传统的95598热线服务方式，提高了客户服务能力和服务手段。
　　개소료객호복무지탱평태적가구、공능급응용정황。객호복무지탱평태포괄지능고장창수관리、정전가시화관리、영소복무자원가시화관리、업확류정교호등공능모괴，이해결95598열선복무조도업무적“맹조”현상위출발점，실현료95598열선복무여객호현장、고장창수현장，영소업확보장업무여현장업무등적신식호동목적，개변료전통적95598열선복무방식，제고료객호복무능력화복무수단。
Customer service support platform architecture, function and application situation are introduced in this paper. Cus-tomer service support platform includes intelligent fault repair man-agement, power outages, visual management, marketing, service re-source visual management, industry expansion process interac-tions, such as functional modules, to solve the 95598 hotline ser-vice scheduling "blind" the status quo as the starting point of the business, to achieve the 95598 hotline service site, fault repair site with the customer, the marketing industry expansion of new busi-ness with the business purpose of information interaction, changed the traditional way of 95598 hotline service, improve customer ser-vice capabilities and service means.