互联网时代地铁车站客服中心智慧服务对策
陈光华
Smart Service Strategy for Metro Station Service Center in the Internet Era
CHEN Guanghua
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作者信息:上海地铁第三运营有限公司，200080，上海
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Affiliation:Shanghai No.3 Metro Operation Co., Ltd., 200080, Shanghai, China
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关键词:
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Key words:
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DOI:10.16037/j.1007-869x.2020.08.002
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中图分类号/CLCN:F530.7
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栏目/Col:百家论坛
摘要:
随着城市轨道交通网络化运营的日趋成熟，作为与乘客面对面的窗口网点，地铁车站服务中心承载着千级以上的服务问询量。因上海这座超大城市的功能定位、人口发展和经济效率的迫切需要，建造智能化的服务中心，为乘客提供自助服务，打造出行新体验，已然成为未来行业服务发展的趋势。为满足乘客多样化需求，整合现有服务资源，通过分析乘客服务需求，提出了智能化对策建议；比对了不同技术手段在地铁车站应用的可行性；介绍了试点智慧服务中心改造建设案例。可为地铁车站服务中心智慧化迈进提供参考性的解决方案。
Abstracts:
With the gradual maturity of urban rail transit network operation, as a window node facing the passengers, metro station service center affords thousands of service inquiries every day. Due to the urgent needs of the function orientation, population development and economic efficiency of the megacity Shanghai, it has become the trend of future industry service development to build an intelligent service center, provide self\|service and create new travel experience for passengers. In order to meet the diversified needs of passengers and integrate the existing service resources, through analyzing the passenger service demands, intelligent countermeasures and suggestions are provided; the feasibility of applying different technical means at metro station is compared. In this paper, the transformation and construction of a pilot intelligent service center is introduced, which provides a reference solution scheme for the future intelligent development of station service center.
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