CN218772189U - Open type intelligent customer service system - Google Patents

Abstract

The utility model relates to a track traffic service equipment technical field provides an open wisdom customer service system. The manual customer service terminal comprises an open type workbench, the open type workbench comprises a first side and a second side, at least one self-service customer service terminal is distributed on the first side and/or the second side, a containing space for containing customer service personnel or passengers is formed in the first side or the second side of the open type workbench in a concave mode, and the manual customer service terminal is used for the customer service personnel to perform ticket service processing and information consultation service; the self-service customer service terminal comprises an intelligent interaction module and a self-service voice module, the intelligent interaction module and the self-service voice module are mutually independent and arranged on the self-service customer service terminal and are electrically connected with the inside of the self-service customer service terminal, and the intelligent interaction module and the self-service voice module are used for self-service ticket processing and information consultation services. The problem that traditional customer service cost of labor is high, efficiency and satisfaction are low is solved effectively to this application, realizes low-cost, efficient intelligent service.

Description

Open type intelligent customer service system

Technical Field

The utility model relates to a track traffic service equipment technical field especially relates to an open wisdom customer service system.

Background

With the rapid development of rail transit construction, more and more people choose rail transit to travel, and people often encounter various problems in the travel process and need to be solved by a customer service center. The traditional manual customer service center only supports manual ticket processing, and users often make abnormal ticket cards, travel consultation and the like. The system has the advantages that the system is processed, consulted and the like when coming to the traditional manual customer service center, so that the queuing time is long, the efficiency is low, particularly in the peak period, the congestion of personnel is easily caused, meanwhile, the working pressure of customer service personnel is increased, the service quality is reduced and the like.

SUMMERY OF THE UTILITY MODEL

The utility model provides an open wisdom customer service system for the efficiency of service of traditional artifical customer service center is lower among the solution prior art, needs a large amount of human cost's technical defect moreover.

The utility model provides an open wisdom customer service system, include:

the self-service customer service terminal is used for providing self-service for passengers;

the system comprises an artificial customer service terminal and a service center, wherein the artificial customer service terminal comprises an open type workbench, the open type workbench comprises a first side edge and a second side edge, at least one self-service customer service terminal is distributed on the first side edge and/or the second side edge, a containing space for containing customer service personnel or passengers is formed in the concave of the first side edge or the second side edge of the open type workbench, and the artificial customer service terminal is used for the customer service personnel to perform ticket service processing and information consultation service;

the self-service customer service terminal comprises an intelligent interaction module and a self-service voice module, wherein the intelligent interaction module and the self-service voice module are mutually independently arranged on the self-service customer service terminal and are electrically connected with the inside of the self-service customer service terminal, and the intelligent interaction module and the self-service voice module are used for self-service ticket processing and information consultation service.

According to the utility model provides a pair of open wisdom customer service system, self-service customer service terminal still include the industrial computer, the industrial computer respectively with intelligent interaction module with self-service voice module connects, the industrial computer passes through intelligent interaction module with voice information, image information or passenger information that self-service voice module collected for discernment problem information to call and broadcast and problem information assorted answer information.

According to the utility model provides a pair of open wisdom customer service system, self-service customer service terminal still includes the rack, the mutual module of intelligence includes operation display screen, camera and multi-functional card reader, operation display screen the camera with multi-functional card reader with industrial computer electricity is connected, operation display screen locates immediately the positive upper end part of rack for show seat ticketing service information and provide touch operation input control interface to the passenger, the camera is located operation display screen's top for carry out face identification and data acquisition to the passenger, multi-functional card reader locates the positive mid portion of rack for automatic reading discerns passenger's certificate information.

According to the utility model provides a pair of open wisdom customer service system, self-service voice module includes that pronunciation pick up wheat and audio player, pronunciation pick up wheat and locate operation display screen's top for carry out the audio acquisition to the passenger, audio player locates the positive mid portion of rack is used for broadcast and problem information assorted answer information.

According to the utility model provides a pair of open wisdom customer service system, self-service customer service terminal still includes relies on a printer, rely on a printer with the industrial computer electricity is connected, be equipped with on the rack and rely on a strip to print the export, rely on a printer with rely on a strip to print export intercommunication, rely on a printer to be used for printing and rely on a receipt document.

According to the utility model provides a pair of open wisdom customer service system, the positive mid portion of rack is equipped with the payment district, self-service customer service terminal still includes payment module, payment module includes cash payment, sweeps a yard payment and the payment of punching the card, cash payment sweep yard payment with the payment of punching the card all locates in the payment district.

According to the utility model provides a pair of open wisdom customer service system, cash payment includes paper currency collector, coin collector and the pocket of making change, the payment district is equipped with paper currency port, coin port and change port, paper currency collector with the paper currency port is connected, coin collector with the coin port is connected, the pocket of making change with the change port is connected.

According to the utility model provides a pair of open wisdom customer service system, the lower tip of open workstation orientation customer service personnel one side is provided with drawer and cashbox, be provided with the customer service display screen on the open workstation, the customer service display screen is provided with side by side on being close to customer service personnel's a side and reads the card district and sweep the code space, the below of sweeping the code space is equipped with and relies on the strip export.

According to the utility model provides a pair of open wisdom customer service system, artifical customer service terminal includes two passenger's display screens, two the passenger's display screen divides to be located the relative both sides of customer service display screen, two the passenger display screen sets up towards two opposite directions respectively.

According to the utility model provides a pair of open wisdom customer service system, open workstation orientation one side of rack is equipped with first connecting hole, the rack orientation one side of open workstation is equipped with the second connecting hole, artifical customer service terminal with self-service customer service terminal passes through first connecting hole with the line connection is walked to the second connecting hole.

The utility model provides an open-type intelligent customer service system, which comprises a self-service customer service terminal and an artificial customer service terminal, wherein the self-service customer service terminal is used for providing self-service for passengers; the manual customer service terminal comprises an open type workbench, the open type workbench comprises a first side and a second side, at least one self-service customer service terminal is distributed on the first side and/or the second side, a containing space for containing customer service personnel or passengers is formed in the first side or the second side of the open type workbench in a concave mode, and the manual customer service terminal is used for the customer service personnel to perform ticket service and information consultation service; the self-service customer service terminal comprises an intelligent interaction module and a self-service voice module, wherein the intelligent interaction module and the self-service voice module are mutually independent and are arranged on the self-service customer service terminal, the self-service customer service terminal is electrically connected with the inside of the self-service customer service terminal, and the intelligent interaction module and the self-service voice module are used for ticket self-service processing and information consultation services. According to the ticket processing system, the manual customer service terminal and at least one self-service customer service terminal are arranged at the same time, the manual customer service terminal can realize the customer service of one customer service corresponding to a plurality of passengers through the design of the open type workbench, and the passengers can select the self-service customer service terminals to perform self-service according to the needs, so that the ticket processing efficiency of a customer service center is improved, the requirements of different passengers are met, the waiting time of the passengers is reduced, and the experience of the passengers is improved; meanwhile, the self-service customer service terminal is provided with the intelligent interaction module and the self-service voice module, so that most of conventional problem answers and common ticket services of passengers can be solved, and the manual communication cost for manual customer service consultation is reduced, so that the proportion of customer service personnel can be reduced, the resource allocation of rail transit is optimized, and the operation cost of rail transit is further reduced.

Drawings

In order to more clearly illustrate the technical solutions of the present invention or the prior art, the following briefly introduces the drawings required for the embodiments or the prior art descriptions, and obviously, the drawings in the following description are some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.

FIG. 1 is a schematic diagram of an embodiment of an open-type intelligent customer service system provided by the present invention;

FIG. 2 is a top view of FIG. 1;

FIG. 3 is a schematic diagram of the structure of the artificial customer service terminal of FIG. 1;

FIG. 4 is a schematic diagram of the architecture of the kiosk of FIG. 1.

Reference numerals are as follows:

10. an open intelligent customer service system;

100. a self-service customer service terminal; 110. a cabinet; 111. operating the display screen; 112. a camera; 113. a multifunctional card reader; 114. voice pickup microphone; 115. an audio player; 116. printing an outlet through a slip; 117. a banknote port; 118. a coin port; 119. a change port; 120. a two-dimensional code identification window; 121. a first connection hole;

200. a manual customer service terminal; 210. an open type workbench; 210a, a first side; 210b, a second side; 210c, an accommodation space; 211. a drawer; 212. a cashbox; 213. a customer service display screen; 214. a card reading area; 215. scanning a code area; 216. a strip outlet; 217. a passenger display screen; 218. and a second connection hole.

Detailed Description

To make the objects, technical solutions and advantages of the present invention clearer, the drawings of the present invention are combined to clearly and completely describe the technical solutions of the present invention, and obviously, the described embodiments are some embodiments of the present invention, not all embodiments. Based on the embodiments in the present invention, all other embodiments obtained by a person skilled in the art without creative efforts belong to the protection scope of the present invention.

In the description of the embodiments of the present invention, it should be noted that the terms "first" and "second" are used for clearly indicating the numbering of the product parts and do not represent any substantial difference unless explicitly stated or limited otherwise. The directions of "up" and "down" are all based on the directions shown in the drawings. The specific meaning of the above terms in the embodiments of the present invention can be understood by those skilled in the art according to specific situations. Further, "a plurality" means two or more. In the specification and claims, "and/or" indicates at least one of connected objects, a character "/" generally indicates that the former and latter related objects are in an "or" relationship.

In the description of the present invention, it is to be noted that, unless otherwise explicitly specified or limited, the terms "mounted," "connected" and "connected" are to be construed broadly, and may for example be fixedly connected, detachably connected, or integrally connected; can be mechanically or electrically connected; they may be connected directly or indirectly through intervening media, or they may be interconnected between two elements. The specific meaning of the above terms in the present invention can be understood in specific cases to those skilled in the art.

The utility model provides an open wisdom customer service system.

In the embodiment of the present invention, referring to fig. 1 to 2, the open-type smart customer service system 10 includes a self-service customer service terminal 100 and an artificial customer service terminal 200. The self-service customer service terminal 100 is used for providing self-service for passengers; the manual customer service terminal 200 comprises an open type workbench 210, the open type workbench 210 comprises a first side 210a and a second side 210b, at least one self-service customer service terminal 100 is distributed on the first side 210a and/or the second side 210b, a containing space 210c for containing customer service personnel or passengers is formed in the first side 210a or the second side 210b of the open type workbench 210 in a concave manner, and the manual customer service terminal 200 is used for the customer service personnel to perform ticket service processing and information consultation service; the self-service customer service terminal 100 comprises an intelligent interaction module and a self-service voice module, the intelligent interaction module and the self-service voice module are mutually independent and arranged on the self-service customer service terminal 100, the self-service customer service terminal 100 is electrically connected with the inside of the self-service customer service terminal, and the intelligent interaction module and the self-service voice module are used for ticket self-service processing and information consultation services.

Particularly, in the embodiment of the utility model provides an in, open wisdom customer service system 10, including artifical customer service terminal 200 and self-service customer service terminal 100, artifical customer service terminal 200 carries out face-to-face ticket business processing service and consultation service through being equipped with the customer service personnel with the passenger, self-service customer service terminal 100 is then carried out self-service by the passenger according to self demand. The manual customer service terminal 200 comprises an open type workbench 210, wherein the open type workbench 210 is arranged in a 360-degree open low cabinet mode, the distance between customer service personnel and passengers is shortened, and various ticket business problems can be processed more efficiently and conveniently. Open work platform 210 is streamlined setting roughly, open work platform 210 includes first side 210a and second side 210b, first side 210a with second side 210b is located relatively streamline open work platform 210's both ends, at least one self-service customer service terminal 100 locates first side 210a and/or on the second side 210b to form relative spaced setting. Thereby shunting passengers and improving queuing efficiency. The first side 210a and/or the second side 210b are/is recessed inwards to form a receiving space 210c for receiving a customer service person or a passenger, so that the layout of the artificial customer service terminal 200 is complete and reasonable.

In the embodiment of the present invention, the open-type smart customer service system 10 may include 1, 2, 3, 4, 5, 6, 7, 8 or 9 of the self-service customer service terminals 100, and when the open-type smart customer service includes an even number of the self-service customer service terminals 100, the open-type smart customer service is uniformly arranged on the first side 210a and the second side 210 b; when the open-type smart service includes odd number of the self-service terminals 100, the open-type smart service terminals are substantially uniformly arranged on the first side 210a and the second side 210 b. The present application takes the example that the open-type intelligent customer service system 10 includes 1 artificial customer service terminal 200 and 2 self-service customer service terminals 100 as an illustration, and other embodiments can be implemented with reference to the present embodiment, which is not limited herein.

The embodiment of the utility model provides an in, self-service customer service terminal 100 can be including paying self-service intelligent terminal and non-paying self-service intelligent terminal, can rotate as required. The self-service customer service terminal 100 comprises an intelligent interaction module and a self-service voice interaction module, the intelligent interaction module can interact with passengers through an operation display screen 111, a camera 112, a card reader and the like, the self-service voice module can perform man-machine communication with the passengers through an application identification microphone and an audio player 115, so that special passenger groups or ordinary passengers can be rapidly helped to perform information consultation services, and the self-service voice service terminal also has intelligent self-service services such as self-service abnormal ticket card processing, self-service ticket information inquiry, self-service voice ticket purchasing, self-service intelligent customer service consultation, face identification registration and the like, and therefore the workflow of manual customer service staff can be greatly reduced, and when the manual customer service leaves, the passengers can also obtain efficient customer service, the waiting time of the passengers is reduced, and the satisfaction degree of the passengers is improved.

The utility model provides an open-type intelligent customer service system 10, which comprises a self-service customer service terminal 100 and an artificial customer service terminal 200, wherein the self-service customer service terminal 100 is used for providing self-service for passengers; the manual customer service terminal 200 comprises an open type workbench 210, the open type workbench 210 comprises a first side 210a and a second side 210b, at least one self-service customer service terminal 100 is distributed on the first side 210a and/or the second side 210b, a containing space 210c for containing customer service personnel or passengers is formed in the first side 210a or the second side 210b of the open type workbench 210 in a concave manner, and the manual customer service terminal 200 is used for the customer service personnel to perform ticket service processing and information consultation service; the self-service customer service terminal 100 comprises an intelligent interaction module and a self-service voice module, the intelligent interaction module and the self-service voice module are mutually independent and arranged on the self-service customer service terminal 100, the self-service customer service terminal 100 is electrically connected with the inside of the self-service customer service terminal, and the intelligent interaction module and the self-service voice module are used for ticket self-service processing and information consultation services. According to the method, the artificial customer service terminals 200 and at least one self-service customer service terminal 100 are arranged at the same time, the artificial customer service terminals 200 can realize the customer service of one customer service corresponding to a plurality of passengers through the design of the open type workbench 210, and the passengers can select the self-service customer service terminals 100 to perform self-service according to needs, so that the ticket service processing efficiency of a customer service center is improved, the demands of different passengers are met, the waiting time of the passengers is reduced, and the passenger experience is improved; meanwhile, the self-service customer service terminal 100 can solve most conventional problem answers and common ticketing services of passengers by arranging the intelligent interaction module and the self-service voice module, and reduces the manual communication cost for manual customer service consultation, so that the proportion of customer service personnel can be reduced, the resource allocation of rail transit is optimized, and the operation cost of rail transit is reduced.

Specifically, according to the utility model discloses a some embodiments, self-service customer service terminal 100 still includes the industrial computer, the industrial computer respectively with intelligent interaction module with self-service voice module connects, the industrial computer passes through intelligent interaction module with voice information, image information or passenger information that self-service voice module collected for discernment problem information to call and broadcast and problem information assorted response information. In this embodiment, the industrial personal computer is used for calling a pre-stored solution to respond according to the passenger problem information acquired by the intelligent interaction module and the self-service voice module. The industrial personal computer can also be connected with the background network intelligent artificial customer service system through the intelligent artificial customer service system, and performs information interaction with the background network intelligent artificial customer service system according to the artificial processing signal.

Referring to fig. 1 and 4, according to the utility model discloses a some embodiments, self-service customer service terminal 100 still includes rack 110, intelligent interaction module includes operation display screen 111, camera 112 and multi-functional card reader 113, operation display screen 111 camera 112 with multi-functional card reader 113 with industrial computer electricity is connected, operation display screen 111 sets up in the positive upper end part of rack 110 for show seat ticket business information and provide touch operation input control interface to the passenger, camera 112 locates operation display screen 111's top for carry out face identification and data acquisition to the passenger, multi-functional card reader 113 locates the positive mid portion of rack 110 for automatic reading discerns passenger's certificate information. It can be understood that the passenger can complete the self-service ticket processing and information consulting service according to the prompt of the man-machine interface operation performed by the operation display screen 111. The cameras 112 include a face recognition camera 112, a face brushing payment camera 112, a voice recognition camera 112, and a video intercom camera 112. The passenger can perform face recognition, depth data acquisition, stereo and plane judgment and the like within a distance of 0.28-1 m through the camera 112, so that the functions of real-name authentication, payment and the like are realized. The multifunctional card reader 113 may include identification card reading, passport reading, ticket card reading, and the like, and is not particularly limited herein. The passenger can also realize the real-name authentication function through passport reading and identity card reading, and the passenger can select by oneself according to the needs.

Referring to fig. 1 and 4, according to the utility model provides a pair of open wisdom customer service system 10, self-service voice module includes that pronunciation pick up wheat 114 and audio player 115, pronunciation pick up wheat 114 and locate operation display screen 111's top for carry out the audio acquisition to the passenger, audio player 115 locates the positive mid portion of rack 110 is used for the broadcast with question information assorted answer information. It can be understood that the passenger can realize human-computer communication through the voice pickup microphone 114 and the audio player 115, that is, after the passenger's question is obtained through the voice pickup microphone 114, the self-help reply of the question is realized, that is, the pre-recorded information feedback of voice, characters, pictures and the like is obtained from the industrial personal computer or the background server, and the automatic response of enterprise introduction, station navigation, transfer guidance, operation time, peripheral information inquiry, a wire network map, a fare system, ticket type introduction and the like can be realized.

Referring to fig. 4, according to some embodiments of the present invention, the self-service customer service terminal 100 further includes a receipt printer, the receipt printer with the industrial personal computer is electrically connected, the cabinet 110 is provided with a receipt printing outlet 116, the receipt printer with the receipt printing outlet 116 communicates, the receipt printer is used for printing a receipt document. It can be understood that the receipt printer is connected with the industrial personal computer, and can meet the output requirements of the information of the industrial personal computer, such as ticket information printing, ticket information receipt, queuing information receipt, receipt and the like.

Referring to fig. 1 and 4, according to the utility model provides a pair of open wisdom customer service system 10, the positive mid portion of rack 110 is equipped with the payment district, self-service customer service terminal 100 still includes payment module, payment module includes cash payment, sweeps a yard payment and the payment of punching the card, cash payment sweep yard payment with the payment of punching the card all locates in the payment district. It can be appreciated that passenger satisfaction is enhanced in order to facilitate different payment methods for the passenger. The payment module of the self-service customer service terminal 100 in this embodiment includes cash payment, code scanning payment and card swiping payment. Specifically, the cash payment includes a bill acceptor, a coin acceptor and a change pocket, the payment area is provided with a bill port 117, a coin port 118 and a change port 119, the bill acceptor is connected with the bill port 117, the coin acceptor is connected with the coin port 118, and the change pocket is connected with the change port 119. The bill port 117 is used for bill dispensing, the coin port 118 is used for coin dispensing, and the change port 119 is used for change compensation after payment. In this embodiment, the card payment port and the paper money port 117 are integrated to improve the integration level of the self-service customer service terminal 100, but in other embodiments, the card payment port and the paper money port 117 may be separately provided. In a further embodiment, the payment area is provided with a code scanning window for scanning the passenger's mobile payment. Of course, the payment can also be made by scanning the two-dimensional codes of the operation screen by the passenger, or scanning the face of the passenger by the camera 112 or paying the two-dimensional codes, which is not particularly limited herein, and the passenger can select the two-dimensional codes as required.

Referring to fig. 1 to 3, according to some embodiments of the present invention, the lower end of the open workbench 210 facing one side of the customer service staff is provided with a drawer 211 and a cashbox 212, the open workbench 210 is provided with a customer service display screen 213, the customer service display screen 213 is provided with a card reading area 214 and a code scanning area 215 on a side close to the customer service staff, and the code scanning area 215 is provided with a certificate outlet 216 below. It is understood that the drawer 211 and the cashbox 212 are used for storing articles, money and the like, respectively, the customer service display screen 213 is used for customer service handling, and the card reading area 214 and the code scanning area 215 are used for identifying customer identity information or ticket information so as to facilitate ticket handling; the voucher outlet 216 is used for passengers to print relevant vouchers and the like, so that the passengers are manually served about rail transit special tickets, all-purpose card tickets, ticket replenishment, recharge, refund, inquiry, ticket analysis, revenue management and the like.

Further, the manual customer service terminal 200 includes two passenger display screens 217, the two passenger display screens 217 are respectively disposed at two opposite sides of the customer service display screen 213, and the two passenger display screens 217 are respectively disposed in two opposite directions. Because the manual service terminal 200 is disposed on the open workbench 210, in order to better facilitate the passengers to check the transaction items and progress in real time, the passenger display screens 217 are disposed on both sides of the service display screen 213, so that the passengers can check the transaction items and progress conveniently.

Referring to fig. 3 and 4, according to some embodiments of the present invention, the open workbench 210 is provided with a first connection hole 121 towards one side of the cabinet 110, the cabinet 110 is provided with a second connection hole 218 towards one side of the open workbench 210, and the manual service terminal 200 and the self-service terminal 100 are wired and connected through the first connection hole 121 and the second connection hole 218. Therefore, the arrangement of external cables is reduced, and the overall integrity of the open type intelligent customer service system 10 is improved.

By way of illustration of the above embodiments, the present application provides the following advantages over the existing artificial customer service center in the open intelligent customer service system 10: (1) The open intelligent customer service system 10 includes a manual customer service mode and a self-service customer service mode. Even if the customer service staff temporarily leaves, the passenger can self-service over 90% of the services such as information consultation, service reservation, ticket exception handling or invoice issuing on the self-service terminal 100 of the open intelligent customer service system 10. (2) The open intelligent customer service system 10 provides services for a plurality of customer service scenes in the rail transit station through a self-service voice module, and can provide automatic question and answer functions such as station name recognition, ticket buying guidance, ticket inquiry, operation information inquiry, in-station facility consultation, off-station navigation and the like. An intelligent knowledge base can be established according to the personalized requirements of the passenger travel service, and all-weather online questioning and answering can be provided. (3) The self-service customer service terminal 100 has intelligent self-service services such as self-service abnormal ticket card processing, self-service ticket information inquiry, self-service voice ticket purchasing, self-service intelligent customer service consultation and face recognition registration, meanwhile, the self-service customer service terminal 100 supports cash payment and also comprises non-cash payment modes such as WeChat and Paibao, the payment requirements of different types of passengers are met, and diversified payment modes are realized. (4) The self-service customer service terminal 100 has the functions of self-service processing of cashless payment ticketing, information consultation service and the like, can replace most of workload of station ticketing customer service personnel, ticket room ticket vending machines and automatic ticket checking machines, and effectively reduces the pressure of the customer service personnel; meanwhile, the self-service customer service terminal 100 can realize account real-name service, remote video service, extended electronic invoice service and other services, improve passenger experience and provide more diversified services for passengers. (5) The top of the self-service customer service terminal 100 of the open type intelligent customer service system 10 is provided with a camera 112 module, which is connected with an industrial personal computer and used for collecting images or video streams containing human faces and identifying the detected human faces, so that real-name authentication is realized, and the labor input is saved. (6) The open intelligent customer service system 10 is provided with an artificial customer service terminal 200, and can provide artificial services such as ticket replenishment, recharging, refund, inquiry, ticket analysis, revenue management and the like for special tickets for rail transit and all-purpose card tickets.

In embodiments of the invention, unless expressly stated or limited otherwise, the first feature may be directly on or directly under the second feature or indirectly via intermediate members. Also, a first feature "on," "over," and "above" a second feature may be directly or diagonally above the second feature, or may simply indicate that the first feature is at a higher level than the second feature. A first feature being "under," "below," and "beneath" a second feature may be directly under or obliquely under the first feature, or may simply mean that the first feature is at a lesser elevation than the second feature.

In the description of the present specification, references to the description of "one embodiment," "some embodiments," "an example," "a specific example," or "some examples" or the like are intended to mean that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the embodiments of the present invention. In this specification, the schematic representations of the terms used above are not necessarily intended to refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, various embodiments or examples and features of different embodiments or examples described in this specification can be combined and combined by one skilled in the art without contradiction.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it should be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications or substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims (10)

1. An open intelligent customer service system, comprising:

the self-service customer service terminal is used for providing self-service for passengers;

the system comprises an artificial customer service terminal and a service center, wherein the artificial customer service terminal comprises an open type workbench, the open type workbench comprises a first side edge and a second side edge, at least one self-service customer service terminal is distributed on the first side edge and/or the second side edge, a containing space for containing customer service personnel or passengers is formed in the concave of the first side edge or the second side edge of the open type workbench, and the artificial customer service terminal is used for the customer service personnel to perform ticket service processing and information consultation service;

the self-service customer service terminal comprises an intelligent interaction module and a self-service voice module, wherein the intelligent interaction module and the self-service voice module are mutually independent and are arranged on the self-service customer service terminal, the self-service customer service terminal is electrically connected with the inside of the self-service customer service terminal, and the intelligent interaction module and the self-service voice module are used for ticket self-service processing and information consultation services.

2. The open intelligent customer service system according to claim 1, wherein the self-service customer service terminal further comprises an industrial personal computer, the industrial personal computer is respectively connected with the intelligent interaction module and the self-service voice module, and the industrial personal computer is used for identifying problem information through voice information, image information or passenger information collected by the intelligent interaction module and the self-service voice module so as to call and play response information matched with the problem information.

3. The open intelligent customer service system according to claim 2, wherein the self-service customer service terminal further comprises a cabinet, the intelligent interaction module comprises an operation display screen, a camera and a multifunctional card reader, the operation display screen, the camera and the multifunctional card reader are electrically connected with the industrial personal computer, the operation display screen is vertically arranged at the upper end part of the front face of the cabinet and used for displaying seat ticketing information and providing a touch operation input control interface for passengers, the camera is arranged above the operation display screen and used for carrying out face recognition and data acquisition on the passengers, and the multifunctional card reader is arranged at the middle part of the front face of the cabinet and used for automatically reading certificate information for identifying the passengers.

4. The open intelligent customer service system according to claim 3, wherein the self-service voice module comprises a voice pickup microphone and an audio player, the voice pickup microphone is disposed above the operation display screen for audio collection of passengers, and the audio player is disposed in the middle of the front surface of the cabinet for playing response information matched with the question information.

5. The open intelligent customer service system according to claim 4, wherein the self-service customer service terminal further comprises a receipt printer, the receipt printer is electrically connected with the industrial personal computer, a receipt printing outlet is formed in the cabinet, the receipt printer is communicated with the receipt printing outlet, and the receipt printer is used for printing receipt documents.

6. The open intelligent customer service system of claim 4, wherein the cabinet front middle portion is provided with a payment area, the self-service customer service terminal further comprises a payment module, the payment module comprises a cash payment, a code scanning payment and a card swiping payment, and the cash payment, the code scanning payment and the card swiping payment are all arranged in the payment area.

7. The open intelligent customer service system according to claim 6, wherein the cash payment includes a bill acceptor, a coin acceptor and a change pocket, the payment area is provided with a bill port, a coin port and a change port, the bill acceptor is connected with the bill port, the coin acceptor is connected with the coin port, and the change pocket is connected with the change port.

8. The open intelligent customer service system according to any one of claims 1-7, wherein a drawer and a cashbox are arranged at the lower end part of the open workbench facing the customer service personnel, a customer service display screen is arranged on the open workbench, a card reading area and a code scanning area are arranged on one side of the customer service display screen close to the customer service personnel side by side, and a credential outlet is arranged below the code scanning area.

9. The open intelligent customer service system according to claim 8, wherein the manual customer service terminal comprises two passenger display screens, the two passenger display screens are respectively disposed at two opposite sides of the customer service display screen, and the two passenger display screens are respectively disposed in two opposite directions.

10. The open intelligent customer service system of claim 3, wherein a first connection hole is formed on a side of the open workbench facing the cabinet, a second connection hole is formed on a side of the cabinet facing the open workbench, and the manual customer service terminal and the self-service customer service terminal are connected by wire through the first connection hole and the second connection hole.

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