GB/T 43045.1-2023 English PDF

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GB/T 43045.1-2023: Information technology service - Intelligent customer service - Part 1: General requirement
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Basic data

Standard ID: GB/T 43045.1-2023 (GB/T43045.1-2023)
Description (Translated English): Information technology service - Intelligent customer service - Part 1: General requirement
Sector / Industry: National Standard (Recommended)
Classification of Chinese Standard: L77
Classification of International Standard: 35.080
Word Count Estimation: 18,136
Date of Issue: 2023-09-07
Date of Implementation: 2024-04-01
Issuing agency(ies): State Administration for Market Regulation, China National Standardization Administration

GB/T 43045.1-2023: Information technology service - Intelligent customer service - Part 1: General requirement

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
ICS 35.080 CCSL77 National Standards of People's Republic of China Information Technology Services Intelligent Customer Service Part 1.General requirements Part 1.General requirements 2024-04-01 Implementation State Administration for Market Regulation Released by the National Standardization Administration Committee

Table of contents

Preface III Introduction IV 1 Scope 1 2 Normative reference documents 1 3 Terms and Definitions 1 4 Abbreviations 2 5 Capability Model 3 5.1 Intelligent customer service model 3 5.2 Capability Domain 3 6 Strategic Planning 4 6.1 Overview 4 6.2 Strategic Objective 4 6.3 Planning focus 4 6.4 Implementation Plan 5 7 Capacity Building 5 7.1 Overview 5 7.2 Organizational capabilities 5 7.3 Data capabilities5 7.4 Knowledge Application 5 7.5 Smart Applications 5 7.6 Business capabilities 6 7.7 Technical capabilities 6 8 Diversified operations 6 8.1 Overview 6 8.2 Capability matching 7 8.3 Customer experience7 8.4 Operational Plan 7 8.5 Process Management 8 8.6 Quality Management8 8.7 Performance Management9 8.8 Employee Management9 8.9 Data Security Management9 9 Multimodal interaction10 9.1 Overview10 9.2 Implementation and evaluation10 9.3 Multimedia applications 10 9.4 Integration of physical services11 Reference 12

Foreword

This document complies with the provisions of GB/T 1.1-2020 "Standardization Work Guidelines Part 1.Structure and Drafting Rules of Standardization Documents" Drafting. This document is Part 1 of GB/T 43045 "Intelligent Customer Service for Information Technology Services". GB/T 43045 has been released with Lower part. ---Part 1.General requirements. Please note that some content in this document may be subject to patents. The publisher of this document assumes no responsibility for identifying patents. This document is proposed and coordinated by the National Information Technology Standardization Technical Committee (SAC/TC28). This document was drafted by. Beijing Yingdongshi Certification Service Co., Ltd., China Electronics Technology Standardization Institute, China Life Insurance Co., Ltd. Company, Air China Co., Ltd., China Merchants Bank Online Operation Service Center, China Merchants Bank Co., Ltd. Credit Card Center, Shanghai Shanghai Pudong Development Bank Co., Ltd., China UnionPay Co., Ltd., Beijing Gehua Cable Network Co., Ltd., Beijing Win Donghua Information Consulting Co., Ltd., Shenzhen Ping An Integrated Financial Services Co., Ltd., China CITIC Bank Co., Ltd. Credit Card Center, China Optoelectronics Big Bank Co., Ltd., Bank of Hangzhou Co., Ltd., China Eastern Airlines Co., Ltd., Guangdong China Southern E-Commerce Co., Ltd. Company, SAIC Volkswagen Co., Ltd., Qingdao Haier Lexin Cloud Technology Co., Ltd., Lenovo (Beijing) Co., Ltd., Beijing Chaoyang International Technology Innovation New Services Co., Ltd., Shanghai Shengtong Information Technology Co., Ltd., China CITIC Bank Co., Ltd., eLong Information Technology (Hefei) Co., Ltd. company. The main drafters of this document. Lu Keqin, Zhou Ping, Wang Zhipeng, Wang Qin, Shao Yang, Lin Na, Zhang Shu, Tang Jiye, Xu Zhu, Kang Chaohui, Luo Jun, Guo Congna, Liu Ruiqun, Zhao Xiaoping, Chen Gang, Chen Jihao, Li Zhonghua, Li Bianfang, Yang Jie, Zhang Mingying, Sui Jing, Hou Jing, Zhang Xinyuan, Chen Xueying, Zou Yuhua, Zheng Xiang, Zhu Junting, Xue Ming, Lu Shenglei, Li Jianping, Lu Jianxing, Tang Jinghua, Li Dandan, Xiao Yuchi, Li Zhuoyue, Gao Chenchen, Qian Luyi, Yi Xiaoyan, Liao Zhiwei, Wang Hao, Feng Yingyi, Fu Lili, Chu Haitao, Guo Zhiyong.

Introduction

This document is a summary and innovation of the best practices in my country’s intelligent customer service industry. Through organizational innovation, intelligent customer service strategic planning Planning, capacity building, diversified operations, and multi-modal interaction are the implementation paths, and a method of exporting service capabilities, substitution capabilities, and operating capabilities to the front end is proposed. meet new requirements, provide customers with new convenient, safe and comfortable service experiences, and provide basis and innovation for the development and innovation of the intelligent customer service industry. guide. GB/T 43045 "Intelligent Customer Service for Information Technology Services" is planned to consist of two parts. ---Part 1.General requirements. The purpose is to propose an intelligent customer service capability model and stipulate general requirements in the field of intelligent customer service. Require. ---Part 2.Evaluation methods. The purpose is to propose an intelligent customer service evaluation method. Information Technology Services Intelligent Customer Service Part 1.General requirements

1 Scope

This document establishes the intelligent customer service capability model and stipulates the strategic planning, capacity building, and diversified operations of the intelligent customer service system. and multimodal interaction requirements. This document is applicable to organizations planning to establish smart customer service; smart customer service providers to improve and enhance their own smart customer service. customer service capabilities and service experience; customer service demanders choose intelligent customer service; third-party organizations provide evaluation for intelligent customer service operators Pricing and consultation.

2 Normative reference documents

This document has no normative references.

3 Terms and definitions

The following terms and definitions apply to this document. 3.1 Apply digital and intelligent tools to integrate the organization's information technology service capabilities and output service capabilities, substitution capabilities and operations to customers. ability. 3.2 capability area capability area A collection of activities, processes, etc. related to intelligent customer service management and a set of related intelligent customer service capability items. [Source. GB/T 36073-2018, 3.3, with modifications] 3.3 customer experiencecustomerexperience Through the closed-loop management of service endpoints and channels through intelligent customer service, customers gain subjective feelings across the entire process and multiple endpoints. 3.4 closedloopmanagementclosedloopmanagement Organize the unified deployment of the full-process problem-solving capabilities of intelligent customer service and the ability to respond to customer requests at multiple endpoints. 3.5 structured data structured data A data representation in which each record's collection of data elements has a consistent structure and can be used The relational model is effectively described. [Source. GB/T 35295-2017,2.2.13] 3.6 serviceabilityserviceability Organizations can proactively respond to customer service requests quickly and efficiently through intelligent customer service capabilities. ......

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