基于微信的智能虚拟参考咨询系统设计与实现——以浙江工业大学图书馆为例  

Design and Implementation of Intelligent Virtual Reference Service System based on the WeChat:Taking the Library of Zhejiang University of Technology as an Example

作　　者：佘静涛[1] 卢振波[1] She Jingtao;Lu Zhenbo(Library of Zhejiang University of Technology)

机构地区：[1]浙江工业大学图书馆,浙江杭州310032

出　　处：《图书馆杂志》2020年第7期114-123,共10页Library Journal

基　　金：国家社会科学基金项目“基于社会化媒体的图书馆品牌营销研究”(项目编号:13BTQ016)的研究成果之一。

摘　　要：目前图书馆的虚拟参考咨询系统存在服务效率低、用户体验不佳、多媒体支持不足等问题,导致系统的利用率不高。作者利用微信公众平台和百度AI开放平台的相关接口设计和实现基于微信的智能虚拟参考咨询系统,该系统引入微信新版客服功能和百度理解与交互技术(Understanding and Interaction Technology,UNIT),为用户提供智能应答、知识库检索、在线咨询、支持多媒体的表单咨询、咨询结果的推送与查询等功能,为咨询馆员和系统管理员提供客服人员管理、咨询消息的推送与回复、知识库的管理与共享、咨询记录管理等功能。结果表明,系统改进了虚拟参考咨询服务模式,为图书馆用户提供了更加方便、快捷的参考咨询服务。At present,the library’s virtual reference service system has problems such as inefficient service,poor user experience and insufficient multimedia support,which leads to the low utilization rate of the system.We designed and implemented an intelligent virtual reference service system based on the WeChat by using the interface of WeChat public platform and Baidu AI open platform.The system introduces the new version of"WeChat Customer Service Function"and"Baidu UNIT"(Understanding and Interaction Technology),and benefits both users and reference librarians/system administrators.For users,this system can provide intelligent response,knowledge base retrieval,online consultation,multi-media form consultation,and push and query consultation results.For reference librarians/system administrators,this system can provide customer service personnel management,push and reply consultation information,knowledge base management,and sharing and consultation record management.The result showed that the system improved the mode of virtual reference service and provides library users with more convenient and fast reference service.

关 键 词：智能虚拟参考咨询系统 微信公众平台 百度AI开放平台 微信新版客服功能 百度理解与交互技术 

分 类 号：G252.6[文化科学—图书馆学] G258.6