Abstract:

In the course of the telecom operators' transformation, the 114 call center as a voice information service platform which focus on the users' information needs, has become more and more important. But the traditional call center's information retrieval method that based on database query isn't satisfied with the users'information needs.On the other hand,the call center's information service feature is not the same as internet search engine.In this article,we provide structured small text search engine technology that considered the data and service characters of the call center. The method contains structured small text search algorithm and search engine system is designed which meet the demand of the future call center's information service.

Key words: call center, structured small text, search engine, best tone