CONFERENCE PROCEEDINGS
Advanced Search
Home > Proceedings > Volume 12451 > Article
Paper
20 October 2022 Research on intelligent transfer and triage technology for ETC customer service hotline
Xin Gao, Qing Zhao, Huijuan Song, Yan Li, Wei Li, Lu Chao, YIingang Zhang
Author Affiliations +
Proceedings Volume 12451, 5th International Conference on Computer Information Science and Application Technology (CISAT 2022); 124515E (2022) https://doi.org/10.1117/12.2656867
Event: 5th International Conference on Computer Information Science and Application Technology (CISAT 2022), 2022, Chongqing, China
Abstract
In 2020, all 487 provincial boundary toll stations were abolished and the national motorway network toll collection system was completed, creating a new situation of "one network operation and integrated service" for motorways, which also poses new requirements and challenges for ETC customer service. In order to cope with the surge in the number of customer enquiries and complaints, and to improve the one-time resolution rate, this paper builds a three-level transfer and shunting model of "identification of caller's number belonging to the region - accurate matching of issuing data - manual enquiry", accurately matching to the customer's local customer service agency representative, adopting intelligent routing allocation technology to maximize the use of representative resources, and using the actual caller data to verify the model and improve the efficiency of customer service. The model is validated by actual caller data to improve the connection rate of the customer service hotline and enhance customer satisfaction.
© (2022) COPYRIGHT Society of Photo-Optical Instrumentation Engineers (SPIE). Downloading of the abstract is permitted for personal use only.
Citation Download Citation
Xin Gao, Qing Zhao, Huijuan Song, Yan Li, Wei Li, Lu Chao, and YIingang Zhang "Research on intelligent transfer and triage technology for ETC customer service hotline", Proc. SPIE 12451, 5th International Conference on Computer Information Science and Application Technology (CISAT 2022), 124515E (20 October 2022); https://doi.org/10.1117/12.2656867
ACCESS THE FULL ARTICLE
ORGANIZATIONAL
Sign in with credentials provided by your organization.
INSTITUTIONAL
Select your institution to access the SPIE Digital Library.
SELECT YOUR INSTITUTION
PERSONAL
Sign in with your SPIE account to access your personal subscriptions or to use specific features such as save to my library, sign up for alerts, save searches, etc.
PERSONAL SIGN IN
No SPIE Account? Create one
PURCHASE THIS CONTENT
SUBSCRIBE TO DIGITAL LIBRARY
50 downloads per 1-year subscription
Members: $195
Non-members: $335 ADD TO CART
25 downloads per 1 - year subscription
Members: $145
Non-members: $250 ADD TO CART
PURCHASE SINGLE ARTICLE
Includes PDF, HTML & Video, when available
Members: $17.00
Non-members: $21.00 ADD TO CART
PROCEEDINGS
 7 PAGES
DOWNLOAD PAPER SAVE TO MY LIBRARY
GET CITATION
Advertisement
Advertisement
RIGHTS & PERMISSIONS
Get copyright permission  Get copyright permission on Copyright Marketplace
KEYWORDS
Data modeling
Control systems
Network security
Compound parabolic concentrators
Operational intelligence
RELATED CONTENT
Subscribe to Digital Library
Receive Erratum Email Alert
Back to Top