电信运营商AI客服平台技术研究与应用分析  

Research and application analysis of artificial intelligence-based customer service platform technologies for telecom operators

作　　者：马晓亮 刘英[2,3] 杜德泉 张国新 MA Xiaoliang;LIU Ying;DU Dequan;ZHANG Guoxin(Xidian University,Xi’an 710126,China;China Telecom Corporation Guangzhou Branch,Guangzhou 510620,China;Ma Xiaoliang Innovation Studio for Model Workers and Creative Talents,Guangzhou 510620,China;China Telecom Corporation Macao Branch,Macao 999078,China)

机构地区：[1]西安电子科技大学,陕西西安710126 [2]中国电信股份有限公司广州分公司,广东广州510620 [3]马晓亮劳模与工匠人才创新工作室,广东广州510620 [4]中国电信股份有限公司澳门分公司,中国澳门999078

出　　处：《电信科学》2023年第9期141-152,共12页Telecommunications Science

摘　　要：回顾了客服平台的发展历程,包括第一代交互式话音应答(interactive voice response,IVR)客服、第二代多媒体在线客服和第三代人工智能(artificial intelligence,AI)客服,阐述了每代客服平台的功能特点,介绍了制造业、金融业、交通运输业、通信行业等领域客服系统的功能构建。在此基础上,勾勒了运营商AI客服平台的应用组件,包括智能派单、语音转写、知识推荐、智能质检、智能定责等。运营商采用AI客服平台已成为趋势,未来将融合多种智能技术如大模型(large-scale model)、自然语言处理(natural language processing,NLP)、知识图谱等来满足客服需求。The evolution of customer service platforms was reviewed systematically,covering the first generation of interactive voice response(IVR)customer service,the second generation of multimedia online customer service,and the third generation of artificial intelligence(AI)customer service.The functional characteristics of each generation of customer service platforms were elaborated in depth.Additionally,the functional construction of customer service systems in various industries was introduced in detail,such as manufacturing,finance,transportation,and telecom-munications.Based on this,the application components of AI customer service platforms for operators were further depicted,including intelligent dispatching,voice transcription,knowledge recommendation,intelligent quality inspection,and intelligent liability determination.Currently,the adoption of AI customer service platforms by operators has become a development trend.Looking forward,customer service platforms will integrate various intelligent technologies such as large-scale models,natural language processing(NLP),and knowledge graphs to meet customer service demands.

关 键 词：AI客服 客服系统 人工智能 

分 类 号：TP393[自动化与计算机技术—计算机应用技术]