CS Customer Service System
Based on the latest RuoyiPlus backend architecture, 6 DOs / 5 Controllers, menu ID starting at 8500, building an omnichannel intelligent customer service and ticket management system
1. Enhancement Positioning and Architecture
1.1 Product Positioning
RuoYiPlus CS Customer Service System centers around three core pillars—Omnichannel Access, Intelligent Ticket Routing, and Service Quality Control—to deliver enterprise-level enhancement, achieving full-process digital management from customer touchpoints to problem resolution.
1.2 Module Scale
| Metric | Value |
|---|---|
| Data Objects (DO) | 6 |
| Controllers | 5 |
| Menu ID Start | 8500 |
| Maven Module | yudao-module-cs |
1.3 Core Data Tables
| Table Name | Description |
|---|---|
cs_conversation | Conversation Management |
cs_ticket | Ticket Management |
cs_contact | Contact Management |
cs_inbox | Inbox Management |
cs_canned_response | Canned Responses |
graph TB
subgraph "RuoYiPlus CS Enhanced Architecture"
subgraph "Channel Access Layer"
A1[WeChat Channel]
A2[APP Channel]
A3[Phone Channel]
A4[Email Channel]
A5[Social Media Channel]
end
subgraph "Business Processing Layer"
B1[Conversation Management]
B2[Ticket Management]
B3[Intelligent Bot]
B4[Knowledge Base]
end
subgraph "Control Layer"
C1[SLA Management]
C2[Quality Scoring]
C3[Permission Control]
C4[Audit Tracking]
end
end
A1 --> B1
A2 --> B1
A3 --> B1
A4 --> B1
A5 --> B1
B1 --> B2
B1 --> B3
B3 --> B4
B2 --> C1
B2 --> C2
B1 --> C3
B2 --> C4
1.4 Capability Comparison
| Dimension | Traditional CS | RuoYiPlus CS Enhanced |
|---|---|---|
| Channel Access | Single channel | Unified omnichannel access |
| Ticket Management | Simple tickets | Full-process ticket management |
| Intelligent CS | None | AI intelligent Q&A + bot |
| Knowledge Base | None | Knowledge base + intelligent search |
| Service Quality | None | SLA management + quality scoring |
| Permission Control | None | CS tiered permissions + data isolation |
| Audit Compliance | None | Conversation audit + quality traceability |
2. Omnichannel Access
2.1 Channel Architecture
graph TB
subgraph "Omnichannel Access"
subgraph "Instant Messaging"
A1[WeChat Official Account]
A2[WeChat Mini Program]
A3[WeCom]
A4[DingTalk]
A5[Feishu]
end
subgraph "Traditional Channels"
B1[Phone Support]
B2[Email Support]
B3[SMS Support]
end
subgraph "Social Media Channels"
C1[Weibo]
C2[TikTok]
C3[Xiaohongshu]
end
subgraph "Unified Access"
D1[Message Aggregation]
D2[Conversation Management]
D3[Customer Identification]
D4[Context Persistence]
end
end
A1 --> D1
A2 --> D1
A3 --> D1
A4 --> D1
A5 --> D1
B1 --> D1
B2 --> D1
B3 --> D1
C1 --> D1
C2 --> D1
C3 --> D1
D1 --> D2
D2 --> D3
D3 --> D4
| Channel Type | Description |
|---|---|
| WeChat Channels | Official account, mini program, WeCom |
| APP Channels | In-app embedded, H5 pages |
| Phone Channels | Inbound/outbound, IVR navigation |
| Email Channels | Email tickets, auto-reply |
| Social Media Channels | Weibo, TikTok and other social platforms |
3. Full-Process Ticket Management
3.1 Ticket Workflow
graph TB
A[Ticket Creation] --> B[Auto Classification]
B --> C[Auto Assignment]
C --> D[Ticket Processing]
D --> E{Resolved?}
E -->|Yes| F[Customer Confirmation]
E -->|No| G[Ticket Escalation]
G --> D
F --> H[Satisfaction Rating]
H --> I[Ticket Archiving]
A --> A1[Multi-Channel Creation]
A --> A2[Template-Based Creation]
C --> C1[Assignment by Type]
C --> C2[Assignment by Skill]
C --> C3[Assignment by Region]
D --> D1[Accept and Process]
D --> D2[Collaborative Processing]
D --> D3[Progress Update]
3.2 Ticket Permission Control
The ticket system implements role-based data permission control, ensuring agents can only access tickets within their permission scope.
| Permission Level | Scope | Description |
|---|---|---|
| Agent | Own tickets | Can only view and process tickets assigned to them |
| Team Lead | Team tickets | Can view and assign all team tickets |
| CS Manager | All tickets | Can view all tickets and perform statistical analysis |
| QA Personnel | Sampled tickets | Can randomly sample tickets for quality scoring |
3.3 Ticket Audit
All ticket operations record complete audit logs, supporting ticket processing traceability.
graph LR
A[Ticket Creation] --> B[Ticket Assignment]
B --> C[Ticket Processing]
C --> D[Ticket Escalation]
D --> E[Ticket Resolution]
E --> F[Ticket Archiving]
A -.-> G[Audit Log]
B -.-> G
C -.-> G
D -.-> G
E -.-> G
F -.-> G
4. Intelligent Customer Service Bot
4.1 Bot Architecture
graph TB
subgraph "Intelligent Bot"
subgraph "Q&A Engine"
A1[Knowledge Base Search]
A2[Semantic Understanding]
A3[Intelligent Matching]
end
subgraph "Business Processing"
B1[Business Query]
B2[Business Processing]
B3[Ticket Creation]
end
subgraph "Human-Bot Collaboration"
C1[Bot Reception]
C2[Intelligent Handoff to Human]
C3[Human Assistance]
end
end
A1 --> A2
A2 --> A3
A3 --> B1
B1 --> B2
B2 --> B3
B3 --> C1
C1 --> C2
C2 --> C3
4.2 Core Capabilities
| Capability | Description |
|---|---|
| Intelligent Q&A | Knowledge base search, semantic matching |
| Multi-Turn Dialogue | Context understanding, intent recognition |
| Business Processing | Self-service query, self-service processing |
| Intelligent Handoff | Automatic handoff to human for complex issues |
| Human Assistance | Knowledge recommendations, script suggestions |
5. Knowledge Base Management
5.1 Knowledge Base System
graph TB
subgraph "Knowledge Management"
subgraph "Knowledge Collection"
A1[FAQ Entry]
A2[Document Import]
A3[Knowledge Extraction]
end
subgraph "Knowledge Organization"
B1[Knowledge Classification]
B2[Knowledge Tags]
B3[Knowledge Association]
end
subgraph "Knowledge Application"
C1[Intelligent Search]
C2[Knowledge Recommendation]
C3[Knowledge Push]
end
subgraph "Knowledge Maintenance"
D1[Knowledge Update]
D2[Knowledge Expiration]
D3[Knowledge Archiving]
end
end
A1 --> B1
A2 --> B1
A3 --> B1
B1 --> B2
B2 --> B3
B3 --> C1
C1 --> C2
C2 --> C3
C3 --> D1
D1 --> D2
D2 --> D3
| Capability | Description |
|---|---|
| Knowledge Entry | FAQ, documents, Q&A pairs |
| Intelligent Search | Semantic search, keyword search |
| Knowledge Recommendation | Related knowledge recommendations |
| Knowledge Statistics | Usage statistics, effectiveness evaluation |
6. Service Quality Management
6.1 SLA Service Levels
graph LR
A[Ticket Creation] --> B{Priority}
B -->|Critical| C[5-Min Response]
B -->|Important| D[15-Min Response]
B -->|Normal| E[30-Min Response]
C --> F[30-Min Resolution]
D --> G[2-Hour Resolution]
E --> H[24-Hour Resolution]
cs:
sla:
levels:
- name: "Critical"
response-time: 5m
resolve-time: 30m
- name: "Important"
response-time: 15m
resolve-time: 2h
- name: "Normal"
response-time: 30m
resolve-time: 24h
monitoring:
alert-threshold: 80% # Alert if compliance rate falls below 80%
6.2 Quality Scoring
| QA Dimension | Metrics |
|---|---|
| Response Speed | Response time compliance rate |
| Resolution Quality | Problem resolution rate, first-contact resolution rate |
| Service Attitude | Polite language, service standards |
| Professional Competence | Knowledge accuracy, processing capability |
| Customer Satisfaction | Satisfaction score, positive rating rate |
7. Technical Architecture
graph TB
subgraph "yudao-module-cs-plus"
subgraph "cs-biz"
A1[channel - Channel Access]
A2[session - Conversation Management]
A3[ticket - Ticket Management]
A4[robot - Intelligent Bot]
A5[knowledge - Knowledge Base]
A6[sla - SLA Management]
A7[quality - Quality Management]
A8[agent - Agent Management]
A9[workspace - Workspace]
A10[analytics - Data Analysis]
end
subgraph "Permissions and Audit"
B1[permission - Permission Control]
B2[audit - Audit Logs]
end
end
A1 --> B1
A2 --> B2
A3 --> B2
A4 --> B1
A5 --> B1
8. Business Value
| Value Point | Description |
|---|---|
| Efficiency Improvement | Intelligent bot, quick tools |
| Cost Reduction | Bot diversion, self-service |
| Satisfaction Improvement | Quick response, professional service |
| Service Quality Control | SLA management, quality scoring |
| Data-Driven Optimization | Performance analysis, issue analysis |
| Compliance and Traceability | Ticket audit, conversation traceability |