告警自动触发的高校智能客服系统设计和实现

在传统的网络运维工作中，高校网络中心获取故障信息的主要来源是用户来电或上门，并且在处理故障时需要手工录入用户信息及故障告警信息，这种被动的方式既费时又费力，发现和解决故障的时效性也很差。本论文设计并实现了基于告警自动触发的高校智能客服系统，创新性地把目前高校现有的IT运维系统和工单流程系统进行联动，基于故障告警自动的触发工单任务，和宿舍管理系统以及房屋管理系统进行数据互通，实现工单内容自动填写的功能；并且通过主动地方式联系用户，实现在用户还没有察觉到网络故障时已经帮助其解决故障并进行电话回访的功能。这种通过信息化手段主动的客户服务方式既提高了解决用户故障的效率，也大大降低了运维人员的工作负担，同时，师生的信息网络服务体验也将得到极大的提升。

Design and realization of university intelligent customer service system based on automatic alarm triggering

In the traditional network operation and maintenance work, the main source of fault information obtained by the university network center is the user''s call or door-to-door, and it is necessary to manually enter the user information and the fault alarm information when handling the fault. This passive method is time-consuming and laborious, and the timeliness of detecting and solving faults is poor. This paper designed and completed the platform of Design and Realization of University Intelligent Customer Service System Based on Automatic Alarm Triggering, innovatively linking most existing IT operation and maintenance systems and work order process systems in universities, and automatically triggering work order tasks based on fault alarms , And communicate with the dormitory management system and housing management system to realize the function of automatically filling in the content of the work order; and to contact the user through the active way, so as to help the user before the network failure is detected. Solve the problem and make a return call. This proactive customer service method through information technology not only improves the efficiency of solving user failures, but also greatly reduces the workload of operation and maintenance staff. At the same time, the information network service experience of teachers and students will also be greatly improved..