运营商智能客服的关键技术和发展趋势

马晓亮; 刘英; 杜德泉; 安玲玲

doi:10.11959/j.issn.1000-0801.2023110

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运营商智能客服的关键技术和发展趋势

综述 | 更新时间：2024-06-05

- 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
- 电信科学 2023年39卷第5期页码：76-89
- 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：
  
  [ "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" ]
- 基金信息：
  
  国家重点研发计划项目;The National Key Research and Development Program of China(2022YFB3102700);国家重点研发计划项目;The National Key Research and Development Program of China(2018YFB1802400);国家自然科学基金重点项目;Key Program of the National Natural Science Foundation of China(62132013)
- DOI：10.11959/j.issn.1000-0801.2023110
  中图分类号： TP393
- 网络出版日期：2023-05，
  
  纸质出版日期：2023-05-20
- 稿件说明：
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马晓亮, 刘英, 杜德泉, 等. 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, et al. Key technologies and development trends of intelligent customer service for operators[J]. Telecommunications science, 2023, 39(5): 76-89.
马晓亮, 刘英, 杜德泉, 等. 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. DOI： 10.11959/j.issn.1000-0801.2023110.

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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