电信科学 ›› 2019, Vol. 35 ›› Issue (4): 131-138.doi: 10.11959/j.issn.1000-0801.2019084

• 运行商人工智能专栏 • 上一篇    下一篇

基于外呼的智能演进网络建设

任华,杨迪,汪少敏   

  1. 中国电信股份有限公司上海研究院，上海 200122
  • 修回日期:2019-04-10 出版日期:2019-04-20 发布日期:2019-04-25
  • 作者简介:任华（1977- ），女，中国电信股份有限公司上海研究院高级工程师，主要研究方向为大数据架构、数据挖掘分析和人工智能技术。|杨迪（1982- ），男，中国电信股份有限公司上海研究院高级工程师，主要研究方向为大数据架构、数据挖掘分析和人工智能技术。|汪少敏（1984- ），女，中国电信股份有限公司上海研究院高级工程师，主要研究方向为大数据架构、数据挖掘分析和人工智能技术。

Construction of intelligent evolution network based on outbound call

Hua REN,Di YANG,Shaomin WANG   

  1. Shanghai Research Institute of China Telecom Co.,Ltd.,Shanghai 200122,China
  • Revised:2019-04-10 Online:2019-04-20 Published:2019-04-25

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摘要：

随着各种电信业务诉求的明显提升，传统模式下的以电话业务营销、解决及通知为主渠道的外呼行业面临着越来越多的痛点，包括市场、人员、培训、客户情绪、成本、精准数据和人员流动等各个方面。以实现电信业务降本增效、注入智慧、提高能力为主要需求导向，综合考虑现网外呼系统的各种现状，结合人工智能及大数据技术在外呼领域的应用，针对构建智能化、高效率的“智能外呼系统”涉及的网络建设给出了可行性方案探讨。

关键词: 智能外呼, 建设, 能力, 演进

Abstract:

With the obvious improvement of various telecom business demands,the outbound call industry,which is the main channel for marketing,resolution and notification of telephone services under the traditional mode,is facing more and more pain points,including market,personnel,training,customer sentiment,cost,accurate data and people flow in all aspects.In order to realize the cost reduction and efficiency increase,inject wisdom and improve capability of telecom services,the main needs of the existing network outbound call system were combined with the application of artificial intelligence and big data technology in the field of outbound calls,aim to build intelligent and high efficiency.A discussion of the feasibility of the program was given based on the network construction involved in the efficiency of the "smart outbound system".

Key words: intelligent outbound call, construction, ability, evolution

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