智能语音技术在城市轨道交通客运服务中的应用

Application of Intelligent Voice Technology in Urban Rail Transit Passenger Transport Service

目前城市轨道交通的客运服务仍以人工现场操作为主,存在人员劳动强度大、工作内容重复率高、工作质量难以把控等问题。将智能语音技术应用于城市轨道交通的客运服务中,可以取代部分人工服务的工作内容,从而进一步规范服务质量、提升服务效率、降低服务成本。梳理了智能语音技术的发展现状以及在客运服务方面的应用情况。以上海轨道交通为研究对象,分析了该技术在车站客运服务和热线服务中的功能需求。介绍了车站语音购票机、车站智能服务终端、智能语音热线系统等示范项目的应用。

At present,the passenger transport service of urban rail transit mainly relies on the on-site manual operation,which has many problems like high labor intensity,high repetition rate of work content,and difficult work quality control.Applying the intelligent voice technology to rail transit passenger service can replace some manual works,and further standardize service quality,improve service efficiency,and reduce service cost.The development status of intelligent voice technology and its application in customer service are firstly sorted out,on this basis,the demand points of station passenger service and customer hotline for intelligent voice technology are analyzed by taking Shanghai metro as the example.Finally,the application of demonstration projects,such as station voice ticket vending machine,intelligent service terminal and intelligent voice hotline system is introduced.