Key technologies and development trends of intelligent customer service for operators

Xiaoliang MA; Ying LIU; Dequan DU; Lingling AN

doi:10.11959/j.issn.1000-0801.2023110

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Key technologies and development trends of intelligent customer service for operators

Review | 更新时间：2024-06-05

- Key technologies and development trends of intelligent customer service for operators
- Telecommunications Science Vol. 39, Issue 5, Pages: 76-89(2023)
- 作者机构：
  
  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
- 作者简介：
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2023110
  CLC： TP393
- Published Online：2023-05，
  
  Published：20 May 2023
- 稿件说明：
移动端阅览
Xiaoliang MA, Ying LIU, Dequan DU, et al. Key technologies and development trends of intelligent customer service for operators[J]. Telecommunications science, 2023, 39(5): 76-89.
DOI：

Xiaoliang MA, Ying LIU, Dequan DU, et al. Key technologies and development trends of intelligent customer service for operators[J]. Telecommunications science, 2023, 39(5): 76-89. DOI： 10.11959/j.issn.1000-0801.2023110.

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。

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.

关键词

Keywords

references

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