摘要
根据中国移动客服知识网站、短信等自助服务渠道特点,深入研究客户语言特征,对客户自然语言表达进行语义识别,在此基础上实现客户问题与答案的智能匹配,并根据服务场景特征进行客户问题回复。构建了中国移动客服业务知识分类体系,为智能客服提供数据支持;研究及实现了智能应答系统,用于理解用户意图,精准回复用户,并适时地推荐相关问题给用户,提升满意度。
According to the characteristics of China mobile customer service's knowledge website,SMS and other self-service channels,we study thoroughly customers'language features and recognize the semantic of customers'natural language expression.On this basis,we make a wise matching between the customer questions and answers,and can reply customer's question correctly based on the service scenarios'characteristics.Build a China Mobile customer service knowledge classifi cation system,which is used to provide data support for intelligent customer service;Research and implement an intelligent response system,which is used to understand users'intent,reply to the users'questions precisely,and recommend timely related issues to the user to enhance the users'satisfaction.
作者
胡珉
冯俊兰
王燕蒙
闪云香
HU Min;FENG Jun-lan;WANG Yan-meng;SHAN Yun-xiang(China Mobile Research Institute, Beijing 100053, China)
出处
《电信工程技术与标准化》
2017年第10期39-44,共6页
Telecom Engineering Technics and Standardization
关键词
智能客服
本体
规则
搜索
intelligent customer service
ontology
rule
search engine
