运营商智慧客服体系化建设

董斌

doi:10.11959/j.issn.1000-0801.2020137

您当前的位置：

首页 >

文章列表页 >

运营商智慧客服体系化建设

运营技术广角 | 更新时间：2024-06-05

- 运营商智慧客服体系化建设
- Systematic construction of operator’s intelligent customer service
- 电信科学 2020年36卷第7期页码：118-125
- 作者机构：
- 作者简介：
  
  [ "董斌（1972- ），男，中国电信股份有限公司上海分公司教授级高级工程师，主要从事人工智能、5G业务平台等领域的研究和技术支撑工作" ]
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2020137
  中图分类号： TN915
- 网络出版日期：2020-07，
  
  纸质出版日期：2020-07-20
- 稿件说明：
移动端阅览
董斌. 运营商智慧客服体系化建设[J]. 电信科学, 2020,36(7):118-125.

Bin DONG. Systematic construction of operator’s intelligent customer service[J]. Telecommunications science, 2020, 36(7): 118-125.
董斌. 运营商智慧客服体系化建设[J]. 电信科学, 2020,36(7):118-125. DOI： 10.11959/j.issn.1000-0801.2020137.

Bin DONG. Systematic construction of operator’s intelligent customer service[J]. Telecommunications science, 2020, 36(7): 118-125. DOI： 10.11959/j.issn.1000-0801.2020137.

摘要

从运营商重要的语音客服热线、微信客服智能化发展出发，首先分析了传统客服面临的问题与挑战，对人工智能技术在客服领域应用的关键技术进行了客观的评估，提出人工智能与运营商客服结合的方向和体系化思考。结合某运营商现网实际情况，针对人工智能与运营商客服结合的关键技术和应用实践进行了剖析研究，推进智能语音客服、微信机器人的应用实践，提出现网改造、能力开放、智能应用体系部署解决方案。最后对人工智能在智慧客服中的应用进行了展望。

Abstract

Starting from the intelligent development of operators’ important voice customer service and WeChat customer service

the problems and challenges in traditional operator customer service were analyzed firstly.The key technologies in the intelligent customer service objectively were evaluated

and how to combine artificial intelligence with operator customer service was systematically put forward.According to the actual situation of an operator's existing network

the key technology solutions of intelligent voice customer service and WeChat robot were proposed

and then how to promote practice in operators’ actual environment was introduced

including programs and effects about network reconstruction

AI capabilities open and intelligent application deployment.Finally

the application future prospects of intelligent customer service were outlooked.

关键词

Keywords

references

朱敏 , 张丹丹 . 基于人工智能的电信运营商智慧客服系统探讨 [J ] . 信息技术与信息化 , 2019 ( 7 ): 84 - 87 .

ZHU M , ZHANG D D . Discussion on intelligent customer service system of telecom operators based on artificial intelligence,information technology and informatization [J ] . Information Technology and Informatization , 2019 ( 7 ): 84 - 87 .

郑捷 . NLP汉语自然语言处理原理与实践 [M ] . 北京 : 电子工业出版社 , 2017 .

ZHENG J . Principles and practice of NLP chinese natural language processing [M ] . Beijing : Publishing House of Electronics IndustryPress , 2017 .

蘧鹏里 . 语音识别技术综述 [J ] . 计算机产品与流通 , 2018 ( 8 ): 13 - 19 .

QU P L . Overview of speech recognition technology [J ] . Computer Products and Distribution , 2018 ( 8 ): 13 - 19 .

黄春 . 计算机图像识别技术的现状及改进建议 [J ] . 电子技术与软件工程 , 2019 ( 16 ): 2 - 6 .

HUANG C . The present situation of computer image recognition technology and suggestions for improvement [J ] . Electronic Technology and Software Engineering , 2019 ( 16 ): 2 - 6 .

王铮 , 任华 , 路绪 , 等 . 人工智能在客服系统的应用及关键技术 [J ] . 电信科学 , 2018 , 34 ( 12 ): 84 - 91 .

WANG Z , REN H , LU X , et al . Application and key technology of artificial intelligence in customer service system [J ] . Telecommunication Science , 2018 , 34 ( 12 ): 84 - 91 .

清华-中国工程院知识智能联合实验室 . 自然语言处理研究报告 [R ] . 2018 .

Tsinghua-Chinese Academy of Engineering Knowledge Intelligence Joint Laboratory . Natural language processing research report [R ] . 2018 .

徐增林 . 知识图谱技术综述 [J ] . 电子科技大学学报 , 2016 ( 4 ): 12 - 18 .

XU Z L . Review of knowledge graph technics [J ] . Journal of University of Electronic Science and Technology of China , 2016 ( 4 ): 12 - 18 .

浏览量

766

下载量

CSCD

文章被引用时，请邮件提醒。

提交

工具集

关联资源

云化的智算中心万卡集群创新与实践

5G-Advanced核心网运行智能架构演进、关键技术及应用研究

Prophet模型在话单量智能预测中的应用研究

构建未来：通信大数据开放平台在智能社会治理中的创新应用与发展前景

业务驱动的空天地海一体化网络技术研究