电网公司客户服务知识图谱构建的应用价值

Application Value of Building Knowledge Graph System for Hotline Customer Service in State Grid Corporation

随着企业知识和信息量的爆炸式增长,以及企业对知识智能管理和应用需求的日益增加,为了更方便地发现与应用知识,提高业务运营绩效,企业级知识已成为关注热点。其中,电网企业在客户服务知识、经验方面的图谱构建理论研究与应用价值探索还不成熟。基于对知识图谱的总体理念研究,重点对电网公司客户服务工作展开知识图谱构建的价值分析和探索,为将来的实际应用提供参考。

With the explosion of knowledge and information of the enterprise and the growing demand for intelligent knowledge management and application ,in order to make it more convenient for discovery and application of knowledge ,and improve business performance,the knowledge of the enterprise has become a hot topic.Knowledge graph construction theory and application value are not mature in aspects of the customer service knowledge and experience for State Grid corporation.In this paper,we introduce the overall concept of knowledge graph, and research the value of system building based on the knowledge graph of the grid company customer service ,which provides references for practical application in the future.