运营商智慧客服体系化建设

Systematic construction of operator’s intelligent customer service

从运营商重要的语音客服热线、微信客服智能化发展出发,首先分析了传统客服面临的问题与挑战,对人工智能技术在客服领域应用的关键技术进行了客观的评估,提出人工智能与运营商客服结合的方向和体系化思考。结合某运营商现网实际情况,针对人工智能与运营商客服结合的关键技术和应用实践进行了剖析研究,推进智能语音客服、微信机器人的应用实践,提出现网改造、能力开放、智能应用体系部署解决方案。最后对人工智能在智慧客服中的应用进行了展望。

Starting from the intelligent development of operators’ important voice customer service and WeChat customer service, the problems and challenges in traditional operator customer service were analyzed firstly. The key technologies in the intelligent customer service objectively were evaluated, and how to combine artificial intelligence with operator customer service was systematically put forward. According to the actual situation of an operator’s existing network, the key technology solutions of intelligent voice customer service and WeChat robot were proposed, and then how to promote practice in operators’ actual environment was introduced, including programs and effects about network reconstruction, AI capabilities open and intelligent application deployment. Finally, the application future prospects of intelligent customer service were outlooked.