摘要
由于人工客服面临高成本、高负荷的问题,现代企业需要更加高效、准确的智能客户服务系统。文章提出了一种基于知识图谱构建知识库的方法,结合客服知识库与基于图谱的知识检索技术,设计了智能客服系统技术方案。通过分析该系统与传统客服系统的差异,论证了该系统在企业中的应用前景和技术优势。目前该系统已在深圳供电局掌上营业厅实际应用,有效提高了智能客服系统的建设效率与应用效果。
Because of the high cost and high load, modern enterprises need more efficient and accurate customer service system.This paper presents a method based on knowledge map to construct knowledge base, and combines customer service knowledge andknowledge map retrieval technology to design intelligent customer service system. Byanalyzing the difference between this system and the traditional way, this paper demonstrates the application prospect and technical superiority of the system in the enterprise.At present, this system has been used in the Shenzhen Power Supply Company, effectively improved the intelligent customer service system construction efficiency and application effect.
出处
《电力信息与通信技术》
2017年第7期41-45,共5页
Electric Power Information and Communication Technology
基金
中国南方电网深圳供电局有限公司科技项目"基于中间件云的企业智能机器人助手"(SZKJXM20160002)
关键词
智能客服
知识图谱
自动问答
intelligent customer service system
knowledge map
automatic question answer
