基于智能问答的图书馆参考咨询服务设计及优化  

Design and Optimization of Library Reference Service Based on Intelligent Question and Answer System

作　　者：余望枝 刘芳[2] Yu Wangzhi;Liu Fang

机构地区：[1]武汉大学文学院综合资源中心 [2]三峡大学图书馆

出　　处：《图书馆理论与实践》2024年第1期128-136,共9页Library Theory and Practice

基　　金：2022年中国图书馆学会阅读推广课题“图书馆短视频阅读推广实践和策略优化研究”(项目编号:YD2022A08);2023年湖北省信息学会开放式科研课题“基于智能问答的图书馆参考咨询服务策略优化研究”(项目编号:HBXX2023A03)的研究成果之一。

摘　　要：智能问答系统在接入渠道、响应效率、语义识别、数据分析等方面具有突出优势,已成为未来智能客服的发展方向,目前国内部分图书馆也正在探索使用智能问答系统开展实时虚拟参考咨询服务。本文深入分析了智能问答系统在图书馆参考咨询服务中的应用现状、建设目标和功能设计,构建了图书馆智能咨询系统框架,以为图书馆智能咨询服务体系的建设提供参考,进而推动图书馆参考咨询服务从单一的问答咨询场景向综合的业务场景升级,构建人机协作共生共融的服务生态体系。Intelligent question and answer system has outstanding advantages in access channels,response efficiency,semantic recognition,data analysis and other aspects,which has become the development direction of intelligent customer service in the future.At present,some domestic libraries are exploring the employment of intelligent question and answer system on carrying out real-time virtual reference service.The study deeply analyzes the application,construction goal and function design of intelligent question and answer system in library reference service,and builds library intelligent consulting system framework,in order to provide reference for the construction of library intelligent consulting service system,promote library reference service from a single quiz consulting scenario to upgrade comprehensive business scenarios,and build man-machine collaboration symbiotic communion service ecological system.

关 键 词：智能问答 人机协作 图书馆 参考咨询 

分 类 号：G252.6[文化科学—图书馆学]