智能机器人在民航客服领域中的应用研究

Research on application of intelligent robot in civil aviation customer service

客服经历3次伟大的“十年”变革,正向着高效率化、高服务化发展。因此,航空公司以建设智能客服机器人为基础,以提升客服智能化服务水平及服务体验为目标,加快航空客服数字化、智能化转型。当前民航客服系统普遍存在旅客意图识别率低、知识展现形式单一等问题,不能满足业务快速发展的需要。民航智能客服机器人建设智能客服能力平台,依托先进的对话引擎、语义引擎、语音引擎等技术,提供知识管理、问答机器人、人工服务平台等应用功能,提升服务水平及旅客体验。未来,智能客服机器人将持续推进系统智能化建设,深化系统合作共赢,为民航数字化转型保驾护航。

Customer service has experienced three great “ten years” of change, and is moving toward high efficiency and high service development. Therefore, airlines take the construction of intelligent customer service robots as the basis, improve the intelligent service level and service experience of customer service as the goal, and accelerate the digital and intelligent transformation of airline customer service. The current civil aviation customer service system has many problems, such as low recognition rate of passenger intention and single form of knowledge presentation, which can not meet the needs of rapid business development. Civil aviation intelligent customer service robot builds an intelligent customer service capability platform. Relying on advanced dialogue engine, semantic engine, voice engine and other capabilities, it provides application functions such as knowledge management, question answering robot, and artificial service platform to improve service level and passenger experience. In the future, intelligent customer service robots will continue to promote the intelligent construction of the system, deepen the win-win cooperation of the system, and escort the digital transformation of civil aviation.