自动语音识别技术在中国电信多媒体客服系统中的应用

Application of Automatic Speech Recognition Technology to the Multimedia Customer Service System of China Telecom

为更好地提升中国电信客户服务的体验感知,通过利用人工智能应用技术中的自动语音识别技术贯穿热线服务的全流程,研究通过语音识别(ASR)应用、自然语言理解(NLU)应用、语音合成(TTS)应用结合大数据分析应用,分析了通过人工智能技术的应用融合服务实践推动客户服务运营的智慧化,实验探讨自动语音识别技术应用于客户服务,从多维度提高服务质量,提升客户体验感知的实践。

In order to better improve the experience perception of China Telecom customer service, the automatic speech recognition（ASR） technology in artificial intelligence is applied to the entire process of hotline service. The applications of ASR, natural language understanding（NLU） and speech synthesis are analyzed combined with big data analysis application. The application of the application of artificial intelligence technology to promote the service operation of customer service is analyzed. The application of ASR technology to customer service, the improvement of service quality in multi dimension and the practice of improving customer experience perception are discussed in the experiments.