摘要
客户服务系统(简称"客服系统"),作为企业生存的基础,对企业的发展至关重要。当前客服系统可简单分为人工问答客服系统和自动问答客服系统两大类。人工问答客服系统即是一种人与人之间通过通信工具的交流,而自动问答系统则是通过结合语义网等多项技术使计算机对用户问句进行理解,是人与机器的互动,该文对客服系统的发展现状进行综述,分析了客户服务系统的重要性,从不同角度对当前的客服系统进行分类和总结,最后就目前的客服系统研究中存在的不足,指出客户服务系统的研究内容以及未来可能的改进方向。
Customer Service System,as the survival foundation of the enterprise,is very important to enterprise's development.The current Customer Service System can be simply divided into two classes: artificial answer system and automatic answer sys tem.The artificial answer system is the communication of people and people,and the automatic answer system makes computer can understand customers by the introduction of semantic web,is the interaction of people and computer.This paper reviews the current situation of the development of the Customer Service System,then analyses the importance of Customer Service System,and classifies the current Customer Service System from different angles,and finally points out the research content and possible improvement direction in the future of the Customer Service System based on the insufficiency in research and application of the current Customer Service System.
出处
《电脑知识与技术（过刊）》
2012年第12X期8586-8588,共3页
Computer Knowledge and Technology
关键词
客户服务系统
人工问答
自动问答
语义网
customer service system
artificial answer
automatic answer
semantic Web
