电信运营商智能语音客服平台研究与分析

Research and Analysis of Intelligent Voice Navigation Platform of Telecom Operators

对电信运营商客服热线的传统按键模式和人工服务模式进行了分析,通过对语音识别技术和自由说式导航技术的研究,提出了智能语音交互模式在客服平台的应用对提升用户满意度、提高运营效率、节约人工成本的重要意义,并对部署智能语音客服的业务流程、技术架构、评价标准、未来展望等方面进行了分析和探讨。

It analyzes the traditional key-press interactive pattern and human service pattern of telecom operators＇ customer service hot-line, and researches the voice recognition and free saying navigation technology. It proposes the new intelligent voice interactive pattern which is significant for promoting customer＇ s satisfaction, improving operating efficiency and saving labor cost when applying to the customer service platform. Then it analyses the business process, technology architecture, evaluation criterion and future outlook.