电信科学 ›› 2023, Vol. 39 ›› Issue (5): 76-89.doi: 10.11959/j.issn.1000-0801.2023110
马晓亮1,2,3, 刘英2,3, 杜德泉2,3, 安玲玲1
修回日期:
2023-05-10
出版日期:
2023-05-20
发布日期:
2023-05-01
作者简介:
马晓亮(1973- ),男,西安电子科技大学博士生,中国电信股份有限公司广州分公司副总经理、正高级工程师,马晓亮劳模与工匠人才创新工作室总负责人。主要从事数据通信、互联网运营、数据挖掘、商呼和运营商客服等工作,主要研究方向为人工智能、自然语言处理和数据安全保护等基金资助:
Xiaoliang MA1,2,3, Ying LIU2,3, Dequan DU2,3, Lingling AN1
Revised:
2023-05-10
Online:
2023-05-20
Published:
2023-05-01
Supported by:
摘要:
探讨了运营商智能客服的技术发展趋势,介绍了自动语音识别(automatic speech recognition,ASR)转写纠错技术、语义提取技术、加密数据库以及坐席访问控制等技术。分析了语音识别的错误检测和自动纠错两种不同的研究方向;在语义理解方面分析了小样本训练下的有监督学习和无监督的关键词提取;介绍了大数据加密和坐席访问控制技术。同时,展望了多模态交互技术、智能推荐技术和面向残疾人服务等技术方向。总之,智能客服技术的发展与创新将为通信行业带来更高效、便捷的服务体验,推动行业服务水平的进步。
中图分类号:
马晓亮, 刘英, 杜德泉, 安玲玲. 运营商智能客服的关键技术和发展趋势[J]. 电信科学, 2023, 39(5): 76-89.
Xiaoliang MA, Ying LIU, Dequan DU, Lingling AN. Key technologies and development trends of intelligent customer service for operators[J]. Telecommunications Science, 2023, 39(5): 76-89.
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