基于语音处理技术的汽车售后智能客服系统设计  

The Design of an After-sales Intelligent Customer Service System based on Voice Processing Technology

作　　者：黎飞 张森 程登 王兴月 苏国传 张亮 Li Fei;Zhang Sen;Cheng Deng;Wang Xingyue;Su Guochuan;Zhang Liang

机构地区：[1]上汽通用五菱汽车股份有限公司技术中心,广西柳州市545007

出　　处：《时代汽车》2022年第1期129-130,共2页Auto Time

摘　　要：汽车行业的售后客服团队通常面临着人员流动性大、专业性不足、容易产生负面情绪、长时间工作等问题。此外,售后客服人员所使用的工具非常单一,如电话,微信或QQ等,不够智能,导致了整个汽车售后服务的成本高,效率低下,用户的体验不好。本文利用前沿的大数据技术及语音处理技术与客服业务相结合,设计了一种汽车售后智能客服系统,帮助售后服务团队降低成本,提高效率,提升用户体验。After-sales customer service teams in the automotive industry usually face problems such as high turnover,insufficient professionalism,prone to negative emotions,and long working hours.In addition,the tools used by after-sales customer service staff are very single,such as phone calls,WeChat,or QQ,which are not smart enough,resulting in high cost,low efficiency,and poor user experience for the entire automotive after-sales service.This paper uses cutting-edge big data technology and voice processing technology to combine with customer service business to design an automotive after-sales intelligent customer service system to help after-sales service teams reduce costs,improve efficiency,and enhance user experience.

关 键 词：语音技术 智能 客服 

分 类 号：F42[经济管理—产业经济]