电信科学 ›› 2018, Vol. 34 ›› Issue (12): 84-91.doi: 10.11959/j.issn.1000-0801.2018302

• 专栏:人工智能技术与应用 • 上一篇    下一篇

人工智能在客服系统的应用及关键技术

王铮,任华,路绪海   

  1. 中国电信股份有限公司上海研究院,上海 200122
  • 修回日期:2018-12-08 出版日期:2018-12-01 发布日期:2019-01-02
  • 作者简介:王铮(1973-),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。|任华(1977-),女,中国电信股份有限公司上海研究院高级工程师,主要研究方向为数据挖掘分析、大数据和人工智能技术及应用。|路绪海(1983-),男,中国电信股份有限公司上海研究院高级工程师,主要研究方向为数据挖掘分析和人工智能技术。

Key technologies of AI in customer service system

Zheng WANG,Hua REN,Xuhai LU   

  1. Shanghai Research Institute of China Telecom Co.,Ltd.,Shanghai 200122,China
  • Revised:2018-12-08 Online:2018-12-01 Published:2019-01-02

摘要:

客服体系架构中,人工坐席、工单处理等环节需要大量的人工操作,成本较高,效率相对较低,而且会有一定比例的问题及故障无法找到责任方甚至无法解决。在客服体系中,引入人工智能技术后,在一定程度上可以解决这些问题,降低成本并提高客服的整体效率和效果。分析了人工智能应用于客服体系的关键技术,包括语音识别、语音合成、自然语言处理等。就新技术在运营商客服体系中的应用进行了探讨,并通过简单实例阐述了在实际应用时的效果。

关键词: 客服系统, 人工智能, 关键技术

Abstract:

In the customer service system structure,manual seats,work order processing and other links require a lot of manual operations and participation,the cost is high,the efficiency is relatively low,and there will still be a certain percentage of problems and failures that can’t be found and resolved.In the customer service system,the introduction of artificial intelligence technology can solve these problems to a certain extent,reduce costs and improve the overall efficiency and effectiveness of customer service.The key technologies which could be applied to the customer service system in AI were analyzed,including speech recognition,speech synthesis,and natural language processing.The application of new technology in the customer service system of the operator was discussed.The effect in practical application was illustrated by an example.

Key words: customer service system, AI, key technology

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