Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators
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 func...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | zho |
| Published: |
Beijing Xintong Media Co., Ltd
2023-08-01
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| Series: | Dianxin kexue |
| Subjects: | |
| Online Access: | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2023167/ |
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| Summary: | 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. |
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| ISSN: | 1000-0801 |