创新服务工程设计框架—以智能金融客户服务设计为例.pdfVIP

Service Science and Management 服务科学和管理, 2017, 6(2), 98-105 Published Online March 2017 in Hans. /journal/ssem /10.12677/ssem.2017.62013 The Innovative Design Framework of Service Engineering —Using Financial Smart Service Design as Example Rich Lee1,2 1 National Sun Yat-sen University, Kaohsiung Taiwan 2 IBM, Taipei Taiwan th rd st Received: Mar. 10 , 2017; accepted: Mar. 23 , 2017; published: Mar. 31 , 2017 Abstract During the booming of Internet-of-Things fast development, many innovative applications are emerging than ever. Inevitably these new technology-driven service industries are eroding the traditional financial service market. Therefore, how to retain the existing customers through a better intimacy mechanism plays the key role of business continuous growth. The Smart Helpdesk is one of the FinTech significant initiatives, and especially many advanced advisory services, de- riving from smart helpdesk have been aggressively brought out to explore the potential niche market. The industrial robot technology pushes forward these advisory services more applicably, in various human forms for better customer intimacy. This paper applies the Service Science me- thodology, exploring the Robo-Advisory required technologies, from the business strategy pers- pective at the beginning, analyzing the requirements of the Smart Helpdesk to improve the cur- rent mechanism, and provides a new way of customer experience in using the mobile commerce. The customers can either input the texts or use voices to inquire the information. Not only will this eas