智能客服在运营商中的主要应用场景探讨

Discussion on main application scenarios of intelligent customer service in operators

文章通过对运营商传统客服、营业厅场景存在的问题进行分析,结合智能客服语音识别、人机对话、智能问答关键技术,对智能呼叫中心、智能客服助手、智能视频客服、营业厅智能机器人场景进行了剖析探讨,提出了基于分层架构场景解决方案。电信运营商运用基于统一接入协议构建各场景下的智能客服及各场景下客户和系统的交互数据回流,进一步促进能力层的演进,形成数据和业务的闭环,可降低人工投入和运营成本支出,最终对运营商效能提升具有深远影响。

Based on the analysis of the problems existing in the traditional customer service and business hall scenarios of operators,combined with the key technologies of intelligent customer,service voice recognition,human-machine dialogue and intelligent question and answer,the intelligent call center,intelligent customer service assistant,intelligent video customer service and business hall intelligent robot scenarios are analyzed and discussed,and a scenario solution based on hierarchical architecture is proposed.For telecom operators,intelligent customer service under various scenarios based on unified access protocol and interactive data return of customers and systems under various scenarios are used to further promote the evolution of capability layer,form a closed loop of data and business,reduce labor input and operation cost,and ultimately have a far-reaching impact on the efficiency improvement of telecom operators.