电信运营商AI客服平台技术研究与应用分析

马晓亮; 刘英; 杜德泉; 张国新

doi:10.11959/j.issn.1000-0801.2023167

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电信运营商AI客服平台技术研究与应用分析

工程与应用 | 更新时间：2024-06-05

- 电信运营商AI客服平台技术研究与应用分析
- Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators
- 电信科学 2023年39卷第9期页码：141-152
- 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：
  
  [ "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，马晓亮劳模与工匠人才创新工作室总负责人，高级工程师，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服部团队总监，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服部团队总监，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" ]
  [ "张国新（1968- ），男，中国电信股份有限公司澳门分公司总经理、正高级工程师，主要研究方向为运营商运营管理、机器学习等" ]
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2023167
  中图分类号： TP393
- 网络出版日期：2023-08，
  
  纸质出版日期：2023-08-25
- 稿件说明：
移动端阅览
马晓亮, 刘英, 杜德泉, 等. 电信运营商AI客服平台技术研究与应用分析[J]. 电信科学, 2023,39(9):141-152.

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.
马晓亮, 刘英, 杜德泉, 等. 电信运营商AI客服平台技术研究与应用分析[J]. 电信科学, 2023,39(9):141-152. DOI： 10.11959/j.issn.1000-0801.2023167.

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

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