基于微信多客服的参考咨询系统设计与实现

摘要

This article analyzes the insufficiency of multi customer service of traditional reference service, and takes advantage of open interfaces provided by WeChat public platform to carry on program development and achieve function expansion of multi cus-tomer service system. These extended functions include knowledge base management, reference librarians management, reference record harvest, data statistics and data mining, knowledge query and delivery for reference librarians, and readers detailed infor-mation retrieval, etc. It proves that the reference service system based on WeChat multi customer service can satisfy the readers' requirement and improve the level of library service.%首先分析了多客服系统作为参考咨询系统存在的不足，进而利用微信公众平台和多客服系统提供的开放接口，进行程序开发，实现对多客服系统的功能拓展。主要拓展的功能有知识库管理、咨询馆员管理、咨询记录收割、数据统计和挖掘、为咨询馆员提供知识查询和发送、读者详细信息检索等。结果表明基于微信多客服的参考咨询系统满足了读者与咨询馆员对微信参考咨询系统的需求，提高了图书馆的信息服务水平。