Abstract:

Starting from the intelligent development of operators’ important voice customer service and WeChat customer service,the problems and challenges in traditional operator customer service were analyzed firstly.The key technologies in the intelligent customer service objectively were evaluated,and how to combine artificial intelligence with operator customer service was systematically put forward.According to the actual situation of an operator's existing network,the key technology solutions of intelligent voice customer service and WeChat robot were proposed,and then how to promote practice in operators’ actual environment was introduced,including programs and effects about network reconstruction,AI capabilities open and intelligent application deployment.Finally,the application future prospects of intelligent customer service were outlooked.

Key words: artificial intelligence, intelligent customer service, speech recognition, natural language processing, call center