Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators

Xiaoliang MA; Ying LIU; Dequan DU; Guoxin ZHANG

doi:10.11959/j.issn.1000-0801.2023167

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Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators

Engineering and Application | 更新时间：2024-06-05

- Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators
- Telecommunications Science Vol. 39, Issue 9, Pages: 141-152(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
  4. 中国电信股份有限公司澳门分公司，澳门 999078
- 作者简介：
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2023167
  CLC： TP393
- Published Online：2023-08，
  
  Published：25 August 2023
- 稿件说明：
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Xiaoliang MA, Ying LIU, Dequan DU, et al. Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators[J]. Telecommunications science, 2023, 39(9): 141-152.
DOI：

Xiaoliang MA, Ying LIU, Dequan DU, et al. Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators[J]. Telecommunications science, 2023, 39(9): 141-152. DOI： 10.11959/j.issn.1000-0801.2023167.

摘要

回顾了客服平台的发展历程，包括第一代交互式话音应答（interactive voice response，IVR）客服、第二代多媒体在线客服和第三代人工智能（artificial intelligence，AI）客服，阐述了每代客服平台的功能特点，介绍了制造业、金融业、交通运输业、通信行业等领域客服系统的功能构建。在此基础上，勾勒了运营商AI客服平台的应用组件，包括智能派单、语音转写、知识推荐、智能质检、智能定责等。运营商采用AI客服平台已成为趋势，未来将融合多种智能技术如大模型（large-scale model）、自然语言处理（natural language processing，NLP）、知识图谱等来满足客服需求。

Abstract

The evolution of customer service platforms was reviewed systematically

covering the first generation of interactive voice response (IVR) customer service

the second generation of multimedia online customer service

and the third generation of artificial intelligence (AI) customer service.The functional characteristics of each generation of customer service platforms were elaborated in depth.Additionally

the functional construction of customer service systems in various industries was introduced in detail

such as manufacturing

finance

transportation

and telecommunications.Based on this

the application components of AI customer service platforms for operators were further depicted

including intelligent dispatching

voice transcription

knowledge recommendation

intelligent quality inspection

and intelligent liability determination.Currently

the adoption of AI customer service platforms by operators has become a development trend.Looking forward

customer service platforms will integrate various intelligent technologies such as large-scale models

natural language processing (NLP)

and knowledge graphs to meet customer service demands.

关键词

Keywords

references

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