大数据与智能客服的融合应用实例

An Example of Integrated Application of Big Data and Intelligent Customer Service

大数据技术和人工智能技术正在以前所未有的速度、广度、深度与现实世界紧密结合,并通过计算能力、数据、模型和算法四大要素的联合作用,快速渗透到各个行业。国家电网公司高度重视大数据和人工智能在电网业务中的作用,把数据作为信息化的核心。文章以营销智能客服与大数据的融合应用举例,研究实时语音数据智能转译、海量历史数据挖掘分析,以及融合应用的全方位业务管理模式。通过业务数据验证,实现了用数据管理企业、用人工智能提升效率、用融合应用驱动业务改进的目标。对其他电力业务的大数据与人工智能融合应用具有一定借鉴意义。

Big data technology and artificial intelligence technology are closely integrated with the real world with unprecedented speed,breadth and depth,and quickly penetrate into various industries through the combined effects of the four major elements of computing power,data,models,and algorithms.This paper takes the example of marketing smart customer service as an example to study the whole process data management mode from real-time voice data intelligent translation,massive historical data mining, to a fullservice business management model of fusion applications.Through business data verification,the goal of using data management enterprise,improving efficiency with artificial intelligence and use fusion applications to drire business improvement.The application of artificial intelligence and big data fusion for other power businesses are of great significance.