智能客服系统测评分析  

Comparative Analysis on Intelligent Customer Service System

作　　者：顾丽燕 望俊成[1] 高腾 胡舣缘 GU Liyan;WANG Juncheng;GAO Teng;HU Yiyuan(Institute of Scientific and Technical Information of China, Beijing 10038;Wuhan University, Wuhan 430072;Renmin University of China, Beijing 100872)

机构地区：[1]中国科学技术信息研究所,北京100038 [2]武汉大学,湖北武汉430072 [3]中国人民大学,北京100872

出　　处：《中国科技资源导刊》2019年第2期75-80,共6页China Science & Technology Resources Review

摘　　要：以我国客服市场上具有代表性的4个智能客服系统为对比分析对象,从概况、接入渠道、界面3个角度对所选取的智能客服系统进行对比分析。从用户满意度、运营状况、智能水平和技术的先进性4个维度建立评价指标体系,并在此基础上,对智能客服系统提供的客服机器人进行问答测试并进行指标评价。研究表明:选取的4个智能客服系统各有优劣势,相应的智能客服机器人的智能化程度还有待提高。Through the comparison and analysis of the intelligent customer service system, there is a preliminary understanding of the development of the domestic intelligent customer service system. Taking the representative 4 intelligent customer service systems in our customer service market as the comparative analysis object, we compare and analyze the selected smart customer service system from the 3 angles of general situation, access channel and interface. Based on the 4 dimensions of user satisfaction, operation status, intelligence level and technology advancement, the evaluation index system is established. On this basis, QA test and evaluation of the customer service robots provided by these intelligent customer service systems are carried out. The research shows that the selected 4 intelligent customer service systems have advantages and disadvantages, and the intelligentization degree of the corresponding intelligent customer service robots remains to be improved.

关 键 词：自动问答 智能客服机器人 智能客服 客服系统 评价指标 

分 类 号：TP18[自动化与计算机技术—控制理论与控制工程]