运营商智能客服的关键技术和发展趋势

doi:10.11959/j.issn.1000-0801.2023110

电信科学 ›› 2023, Vol. 39 ›› Issue (5): 76-89.doi: 10.11959/j.issn.1000-0801.2023110

运营商智能客服的关键技术和发展趋势

马晓亮¹^,²^,³, 刘英²^,³, 杜德泉²^,³, 安玲玲¹

¹ 西安电子科技大学，陕西西安 710126
² 中国电信股份有限公司广州分公司，广东广州 510620
³ 马晓亮劳模与工匠人才创新工作室，广东广州 510620

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
刘英（1979- ），男，中国电信股份有限公司广州分公司客户服务部团队总监，马晓亮劳模与工匠人才创新工作室成员，主要研究方向为智能客服平台组件、自然语言处理等
杜德泉（1983- ），男，中国电信股份有限公司广州分公司客户服务部团队总监，马晓亮劳模与工匠人才创新工作室成员，主要研究方向为信息安全、运营商客服运营、自然语言处理等
安玲玲（1978- ），女，博士，西安电子科技大学教授、博士生导师，主要研究方向为多媒体处理、神经计算、机器学习等
基金资助:
国家重点研发计划项目(2022YFB3102700);国家重点研发计划项目(2018YFB1802400);国家自然科学基金重点项目(62132013)

Key technologies and development trends of intelligent customer service for operators

Xiaoliang MA¹^,²^,³, Ying LIU²^,³, Dequan DU²^,³, Lingling AN¹

¹ Xidian University, Xi’an 710126, China
² Guangzhou Branch of China Telecom Co., Ltd., Guangzhou 510620, China
³ Ma Xiaoliang Innovation Studio for Model Workers and Creative Talents, Guangzhou 510620, China

Revised:2023-05-10 Online:2023-05-20 Published:2023-05-01
Supported by:
The National Key Research and Development Program of China(2022YFB3102700);The National Key Research and Development Program of China(2018YFB1802400);Key Program of the National Natural Science Foundation of China(62132013)

摘要/Abstract

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。

关键词: AI客服, 关键技术, 人工智能

Abstract:

The technology development trend of intelligent customer service for operators was discussed, and automatic speech recognition (ASR) transcription error correction technology, semantic extraction technology, encrypted database, and agent access control technology were introduced.Two different research directions of error detection and automatic error correction for speech recognition were analyzed, two directions of supervised learning and unsupervised learning were discussed, and big data encryption and agent access control technologies were introduced.At the same time, the technical directions of multimodal interaction technology, intelligent recommendation technology and disabled-oriented services were prospected.In conclusion, the development and innovation of intelligent customer service technology will bring a more efficient and convenient service experience to the communication industry and strongly promote the progress of the industry service level.

Key words: AI customer service, key technology, AI

中图分类号:

TP393

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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研究方向	目标	技术手段	实现方式	局限性
语音识别的错误检测	减少误识别率，提高识别准确率	基于统计学方法和机器学习算法等来检测是否存在错误	可以作为一项独立的任务进行	只能检测出可能存在的错误，不能进行自动纠错
语音识别的自动纠错	提高识别准确率，提高用户体验	基于声学模型、语言模型和上下文信息等来纠正错误	可以在语音识别系统中嵌入实现	需要大量语音数据训练，同时模型的准确度受限于语音数据的质量和覆盖范围

研究方向	目标	技术手段	实现方式	局限性
无监督的语义提取	自动获取高维数据的特征，用于聚类、分类等任务	基于无监督深度学习算法，如自编码器、VAE等	可以独立完成，不需要大量标注数据	无法保证提取到的特征与任务相关，效果可能不如有监督方法好
有监督语义提取	在标注数据上进行训练，从而实现对新数据的分类、识别等任务	基于监督深度学习算法，如 CNN、RNN、Transformer等	需要大量的标注数据来进行训练	需要大量标注数据，同时模型容易过拟合，泛化能力有限

研究方向	目标	技术手段	实现方式	局限性
大数据加密	在维护数据隐私的同时，尽可能地减少数据处理的效率损失	基于加密算法、混淆技术、数据分散等技术实现数据保护	在数据处理过程中进行加密和保护	可能会降低大数据分析和处理的效率，需要权衡数据安全和处理效率的平衡
坐席访问控制	保障坐席的安全性和稳定性，以及客户信息的保密性	使用身份验证、权限管理、访问控制等技术控制坐席访问	在坐席使用和管理过程中进行访问控制和权限设置	需要正确定义角色和权限管理机制，避免权限过松或过严而影响工作效率

运营商智能客服的关键技术和发展趋势

Key technologies and development trends of intelligent customer service for operators

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