摘要
电信运营商客户服务的人工成本压力随着服务质量要求的不断提升而逐年提高,基于人工智能技术中的自然语言分析技术将实现自动问答的客户服务方式。在充分利用现有客服知识资源的情况下,新的体系将实现创新服务手段、拓展客户服务渠道、分流客服压力、提高服务效率的目标。
The labor cost of Telecommunication operators＇ customer service is becoming higher with the requirements of service quality continuously upgrade. Language analysis system based on the AI technologies could realize the automatic Q/A customer service. While making fully use of the existing resources, the new system is an innovation of service methods, which helps to expand the customer service channels, reduce workload and enhance the service efficiency.
出处
《现代电信科技》
2009年第3期50-54,59,共6页
Modern Science & Technology of Telecommunications
关键词
人工智能
自动问答
客户服务
AI, question answer track, customer service, knowledge base,VSM
