随着“互联网+”通信技术和产品的不断更迭，广大人民群众获取资讯的方式和习惯也悄然改变，手机App、微信等孕育而生，服务不再受时间和空间的限制，而城市轨道交通与乘客的沟通窗口仍停留在实体客服中心(票亭)，势必无法跟上当今社会高效的节奏。首次提出基于“互联网+”的城市轨道交通乘客智能服务模式，搭建全维度的综合智能客服平台，通过线上地铁App、微信公众号等在线客服，将畅通沟通服务融入市民生活；通过车站线下乘客自助终端、智能客服中心等自助设备，车站现场逐步向“无人化”值守转变，形成“一站式”快捷资讯服务；同时设置快速客服响应体制，通知就近的现场工作人员“响应式”精准专项服务，同时辅以服务质量监控系统。提出乘客智能服务新模式，适应人民群众新需求和社会技术发展，将传统以现场人工为主的模式向线上集中智能服务模式转变，节约车站运营人力，降低运营成本。新的客服模式已在2019年10月广州智慧地铁示范工程中作为重点成果进行展示，系统运营至今效果显著，为广州地铁“十三五”新线建设及既有线网大规模改造推广积累宝贵的运营经验，也为国内其他城市乘客服务新思路的应用提供参考。

With the Internet and mobile communication technology, mobile phone apps and WeChat have emerged; however, the city rail transit and passenger communication window remains at the kiosk. In this paper, a new intelligent service mode is first proposed, and a comprehensive intelligent customer service platform is developed. Through online customer services, such as APP and WeChat official account, the communication service is integrated into the public life of passengers. Through the use of self-service sites, such as the offline passenger self-service terminal and intelligent customer service center, the station gradually transforms into an “unmanned” system. A quick customer service response system can be created, and a nearby “responsive” special services field staff supported by a service quality monitoring system may be dispatched. The new mode proposed in this paper adapts to the new demands of passengers and the development of social technology. It changes the traditional mode of on-site labor-based service to an online centralized intelligent service mode, thus reducing operational manpower and cost. In the test of the proposed mode in October 2019 in Guangzhou smart metro, the system operation achieved remarkable results. Valuable operational experience was gained from the test for the large-scale promotion of Guangzhou Metro in the future. Accordingly, the study can served as reference for the application of the proposed system to other domestic cities.

U231

工信部2018年工业互联网创新发展工程项目