CRM智能实时交互平台的研究  

Research of CRM Intelligent Real-time Interactive Platform

作　　者：夏树发[1] 

机构地区：[1]佛山科学技术学院

出　　处：《金属矿山》2005年第11期48-49,共2页Metal Mine

摘　　要：通过对目前企业CRM(客户管理系统)的客户交互平台的现状分析，提出了建立一个基于自然语言理解技术的智能自动应答系统的智能实时交互平台。结合研究，提出了平台的设计目标与总体结构，针对系统开发有用户接口设计、文本分析、自动分词和加权等内容，建立了关键技术的实现方法。Through the analysis of the current state of the CRM＇s （ client relation management） client interactive platform of enterprises, it was proposed to establish an intelligent real-time interactive platform with intelligent automatic answering system that is based on natural language understanding technology. In combination with this research, the platform design objective and general structure were determined and the key techniques for the development of the system were estabished, such as design of the client interfacing, text analysis and automatic word division and weighting.

关 键 词：CRM 智能应答系统 XML 交互平台 CRM 智能 实时 自然语言理解技术 客户管理系统 自动应答系统 设计目标 接口设计 

分 类 号：TP311.1[自动化与计算机技术—计算机软件与理论] F270.7[自动化与计算机技术—计算机科学与技术]