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在传统的基于Web的客户服务系统中,客户只能通过窗口按照自己的权限查看和浏览已经预先放置在服务器上的文件,被动的等待技术人员的答复。同时技术人员只能按照客户留下的问题被动的访问客户,不能跟客户实现实时交流和沟通。在此单一模式下,技术员的指导者地位也无法得到充分体现,之间的交互性和协作性差。基于以上分析,结合Agent、数据库、动态网页等技术,提出一个基于Agent的客户服务模型,较好地实现个性化交流。这一模型将大部分Agent散布放置在网络空间上,且根据不同的需求随时增减,增加业务人员的潜在客户量。
In the traditional Web-based customer service system, the customer can only view and browse the files already placed on the server according to his or her own authority through the window, and passively wait for the reply from the technician. At the same time, technicians can only passively visit customers according to the questions left by the customers, and can not communicate and communicate with customers in real time. In this single mode, the technician's mentor status can not be fully reflected, the interaction and cooperation between the poor. Based on the above analysis, combined with Agent, database, dynamic web pages and other technologies, an Agent-based customer service model is proposed to achieve personalized communication. This model will most Agent scattered placed in the network space, and according to different needs at any time increase and decrease, increase the number of potential customers business.