網路緊密串連著全球的工商業活動及人們日常生活,一旦網路發生障礙時,修復時間過長將不符合客戶期待。本文主要在於透過導入智能客服、專家系統來整合使障礙受理窗口多元化、在第一線的進行障礙過濾並提供簡易障礙排除,避免客戶長時間等候;透過專家系統的建議協助縮短查修時程,降低網路故障的影響,用來提高服務品質,進而增進客戶滿意度。輔以QR code建立設備維修履歷降低現場維修物料品質的不良率,減少因設備故障產生的重複障礙。
The network is closely linked to global business activities and people's daily life, once the network obstacles, repair time too long will not meet customer expectations. This paper mainly lies in the introduction of intelligent customer service, expert system to integrate the barrier acceptance window diversification, in the front line of barrier filtering and provide simple barrier removal, to avoid customers waiting for long periods of time, through the expert system's recommendations to help shorten the repair time, reduce the impact of network failure, used to improve service quality, and thus improve customer satisfaction. Supplemented with QR code to establish equipment maintenance resume to reduce the quality of on-site maintenance materials of the adverse rate, reduce the equipment failure caused by duplicate obstacles.