针对既有客服体系中存在的乘客服务需求感知水平低，服务提供渠道单一以及运营服务管控成本高、效率低等问题，以新时代背景下高质高效出行需求为抓手，通过对不同乘客群体出行链需求分析，提出以服务及时性、便捷性、精准性、主动性为目标，充分应用大数据、人工智能等技术，构建以智慧客服平台为核心，中心与车站两级管控，线上与线下双线服务的多元需求驱动的城市轨道交通智慧客服新型架构体系，突破既有体系在数据融合、设备平台集成、服务质量、服务效率等方面的瓶颈，在满足乘客全时程服务的同时重点突破服务“最后一米”的高效执行问题，通过在北京地铁进行典型线路示范应用，为全面提升我国城市轨道交通系统智慧化服务与管理进程提供可复制、可移植的技术系统和应用范式。

Addressing shortcomings in the current customer service system, including low awareness of passenger serviceneeds, limited service channels, high costs, and inefficient operation control, this study starts by examining high-quality andefficient travel demand in the modern era and analyzing diverse passenger group travel needs. We advocate for new servicegoals centered on timeliness, convenience, accuracy, and proactivity. The proposed smart passenger service architecture forurban rail transit embraces the multitude of online and offline demands, overcoming existing system limitations in data integration,equipment platform unification, service quality, and efficiency. Emphasizing adherence to passenger service schedules, it alsoprioritizes efficient last-meter service delivery. By showcasing representative Beijing subway lines, we present a replicabletechnological system and application model that can comprehensively enhance the intelligent service and management processesof China’s urban rail transit system.

U231

国家重点研发计划项目(2020YFB1600703)