Research and Implementation of the Operator Call Center Operation Intelligence Maturity Model

With the continuous application of intelligent technology in various industries, this paper, based on the current pain points of China Telecom's customer service operation system, fully investigated the current operation status, and proposed a customer service model centered on the operation of intelligence to improve service efficiency by transforming the intelligent module of the entire service process. At the same time, in order to accurately grasp the situation of intelligent transformation, this paper designed and implemented a maturity model and construction level that can evaluate the situation of intelligent transformation, timely discover problems and find out the gap in service capabilities, and then propose targeted optimization solutions. This solution can reduce service costs overall, improve customer experience perception, and also provide new insights for optimizing other application systems.