联系我们

论文查询结果	返回搜索

论文编号：	15795
作者编号：	2320233817
上传时间：	2025/12/10 9:58:33
中文题目：	SN保险集团智能客服体系建设模式与实施策略研究
英文题目：	Research on the Development Model and Implementation Strategy of the Intelligent Customer Service System at SN Insurance Group
指导老师：	武立东
中文关键字：	保险企业；人工智能；数字化转型；智能客服体系
英文关键字：	Insurance Enterprise; Artificial Intelligence; Digital Transformation; Intelligent Customer Service System
中文摘要：	随着保险业数字化与智能化转型的加速，相较于传统客服模式，智能客服能够为客户提供更加便捷、个性化和高效的服务。研究探索智能客服体系建设模式与实践路径，对于指导保险企业数智化转型具有重要的理论与实践意义。 本文以SN保险集团为对象开展案例研究，构建以技术驱动为核心、业务与组织协同演进的研究框架，采用半结构化访谈、内外部资料分析及多维交叉验证等方法，在系统梳理智能客服体系建设实践基础上，探讨保险企业智能客服体系建设模式与实施路径。首先，通过梳理智能客服的国内外研究现状和产业动态，在文献综述基础上，界定智能客服的核心概念、技术特征及多元支撑体系，提出研究框架。其次，聚焦SN保险集团智能客服建设实践，解析其在客户体验提升等方面取得的核心成效及面临的现实挑战。在上述案例解析基础上，本文提炼归纳出智能客服建设的核心维度，一是业务融合，强调智能客服与保险主业全流程、线上线下无缝衔接；二是技术实现，注重AI模型的场景适配和知识图谱的动态升级；三是组织保障，围绕跨部门协作、复合型人才队伍和持续运营机制建立保障体系；四是价值评估，构建以客户体验、运营效率、技术创新与长期经济效益为核心的科学评估体系。围绕这四个维度，本文进一步提出价值导向、分步迭代、风险可控等建设原则，形成可落地的建设路径。最后，针对企业推广与应用，提出协同推广框架，即战略-技术-业务-运营全链路协同推进，强调保险企业需结合各自业务特征与技术基础，制定差异化、分阶段、稳步有序的实施方案。同时，结合动态技术演进与风险监控机制，保障智能客服体系健康、可持续发展。 本文创新之处包括三方面：一是理论上首次将服务主导逻辑与组织协同机制结合，提炼出建设与推广框架，拓展了保险企业服务创新的理论视角；二是实践上通过案例系统总结全流程经验，归纳出业务融合、技术实现、组织保障与价值评估四大建设维度，具备普适性与推广价值；三是策略上提出分阶段实施与风险管理并重的路径，为企业智能客服建设提供可复制的操作指南。 本文局限之处在于：仅以SN保险集团为例，案例普适性需更多样本验证；智能客服长期价值评估与风险治理分析仍显不足；跨行业和国际化路径探讨不够。后续研究可拓展数据、强化对比和实证，提升结论有效性。
英文摘要：	With the accelerated digital and intelligent transformation of the insurance industry, intelligent customer service can provide customers with more convenient, personalized, and efficient services compared to traditional customer service models. Studying and exploring the development models and practical paths of intelligent customer service systems is of great theoretical and practical significance for guiding the digital and intelligent transformation of insurance enterprises. This study conducts a case study on SN Insurance Group, constructing a research framework centered on technology-driven development and the coordinated evolution of business and organization. It adopts methods such as semi-structured interviews, internal and external data analysis, and multi-dimensional cross-validation. Based on a systematic review of the practices in building intelligent customer service systems, this study explores the development models and implementation paths of intelligent customer service systems for insurance enterprises. First, by sorting out the domestic and international research status and industrial trends of intelligent customer service, and on the basis of a literature review, it defines the core concepts, technical characteristics, and multi-dimensional support systems of intelligent customer service, and proposes a research framework. Second, it focuses on the practice of intelligent customer service construction at SN Insurance Group, analyzing the core achievements in improving customer experience and other aspects, as well as the practical challenges faced. Based on the above case analysis, this study extracts and summarizes the core dimensions of intelligent customer service construction: the first is business integration, which emphasizes the seamless connection between intelligent customer service and the entire process of the core insurance business, both online and offline; the second is technology implementation, which focuses on the scenario adaptation of AI models and the dynamic upgrading of knowledge graphs; the third is organizational support, which involves establishing a support system around cross-departmental collaboration, interdisciplinary talent teams, and continuous operation mechanisms; the fourth is value evaluation, which constructs a scientific evaluation system centered on customer experience, operational efficiency, technological innovation, and long-term economic benefits. Around these four dimensions, this study further proposes construction principles such as value orientation, phased iteration, and risk control, forming an implementable construction path. Finally, for the promotion and application in enterprises, it puts forward a "Four-Dimensional Collaboration" promotion framework, which promotes the full-link coordination of strategy-technology-business-operation. It emphasizes that insurance enterprises should formulate differentiated, phased, steady, and orderly implementation plans based on their respective business characteristics and technical foundations. At the same time, combined with dynamic technological evolution and risk monitoring mechanisms, it ensures the healthy and sustainable development of intelligent customer service systems. The innovations of this study include three aspects: First, theoretically, it is the first time to integrate the service-dominant logic with the organizational collaboration mechanism, proposing the "Four-Dimensional Collaboration" construction and promotion framework, which expands the theoretical perspective of service innovation in insurance enterprises. Second, practically, it systematically summarizes the whole-process experience through cases and concludes four core construction dimensions (business integration, technology implementation, organizational support, and value evaluation), which have universality and promotion value. Third, strategically, it proposes a path that emphasizes both phased implementation and risk management, providing a replicable operational guide for enterprises in building intelligent customer service. The limitations of this study are as follows: it only takes SN Insurance Group as a case, so the universality of the case needs to be verified by more samples; the analysis of the long-term value evaluation and risk governance of intelligent customer service is still insufficient; the discussion on cross-industry and internationalization paths is inadequate. Future research can expand data sources, strengthen comparative and empirical studies, and improve the validity of conclusions.
查看全文：	预览  下载(下载需要进行登录)