Abstract: To further reflect the customer centric service concept, solve the outstanding problems that the existing railway customer service system cannot support resource sharing, business collaboration, centralized control, comprehensively absorb requirements about the reform of railway passenger and freight transportation as well as customer service center operation management, this article deeply studied on the construction idea, overall framework and development direction of the new generation of railway customer service system, proposed objectives, principles, technical specifications and strategies of the new generation system from three aspects of management, technology and business, fused advanced technologies including fifth generation call centers, cloud computing, big data, artificial intelligence and so on, researched and designed the logical hierarchical architecture, cloud deployment framework, multimedia service architecture, discussed the strategy and direction to build an intelligent railway customer service center. The research results could provide reference for the construction of new generation of railway customer service system.