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.
Hybrid Architecturecall centercustomer service
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