Ctrip Technology

Jun 29, 2017 · Backend Development

Ctrip IM+ Customer Service System: Architecture, Challenges, and Solutions

The article describes how Ctrip’s IM+ platform integrates voice calls and instant messaging into a unified, multi‑channel customer service solution, detailing its background, current limitations, hybrid architecture, distributed intelligent routing, rule‑engine based allocation, and unified session management to improve efficiency and user experience.