【摘要】 智慧客服系统是智慧城轨的重要组成部分。介绍苏州轨道交通智慧客服系统的业务架构及主要功能，分析系统的技术特点；根据系统的功能及技术特点，分析系统在知识库构建、管理网与生产网融合、票务规则调整等方面存在的影响其高质量建设及运营的主要问题；针对相关问题，提出线下/线上结合、数仓传输、票务兼容等相应的解决方案。苏州轨道交通智慧客服系统存在的实施难点及解决方案可为轨道交通行业客服系统的建设及运营提供参考。更多还原

【Abstract】 The intelligent customer service system is an important component of the intelligent urban rail system. Firstly, this paper introduces the service architecture and main functions of the intelligent customer service system for Suzhou Rail Transit, and analyzes the technical characteristics of the system. Secondly, in view of the functions and technical characteristics of the system, it analyzes the main problems that af fect the high-quality development and operation of the system in terms of knowledge base creation, integration of the management network and production network,and ticketing rule adjustment. Finally, it proposes corresponding solutions such as offline/online integration, data warehouse transmission and ticketing compatibility to address the relevant issues. The implementation difficulties and solutions of the intelligent customer service system for Suzhou Rail Transit can provide reference for the development and operation of customer service systems in the rail transit industry.更多还原