摘要
客服工单作为互联网行业客户最重要的接触点,智能化、智慧化处理成为各行业重点关注并亟待解决的主要问题,工单的智能排序为解决这一问题提供了可行化应用探索。人工智能及大数据的飞速发展给解决此类问题提供了新的方向和契机。首先分析了客服工单智能化排序的需求背景,在此基础上对实现客服工单智能化排序的主要方法和实现过程进行了分析,阐述了基于多因素向量化客服工单智能排序的应用探索。
As the most important contact point for customers in the internet industry,customer service orders have become the main issues that need to be addressed and urgently solved in various industries.The intelligent sequencing of work orders provides a feasible application for solving this problem.The rapid development of artificial intel- ligence technology and big data technology has given new directions and opportunities to solve such problems.The background of the intelligent sequencing of customer service orders was analyzed firstly.On the basis of this,the main methods and implementations of intelligent sequencing of customer service orderswere analyzed,and the application of intelligent sequencing of customer service orders based on multi-factor vectorization was expounded.
作者
任华
王铮
汪少敏
REN Hua;WANG Zheng;WANG Shaomin(Shanghai Research Institute of China Telecom Co.,Ltd.,Shanghai 200122,China)
出处
《电信科学》
2018年第12期125-131,共7页
Telecommunications Science
关键词
客服
智能排序
向量化
情感特征
可用性特征
customer service
intelligent sequencing
vectorization
emotional characteristic
usability feature
