| 面向京张高铁智能客服创新研究与实践 |
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| 引用本文： | 陈华龙,廉文彬,贺晓聪.面向京张高铁智能客服创新研究与实践[J].铁路计算机应用,2021,30(9):55-59. |
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| 作者姓名： | 陈华龙 廉文彬 贺晓聪 |
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| 作者单位： | 1.北京经纬信息技术有限公司，北京 100081 |
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| 基金项目： | 国家重点研发计划项目（2020YFF0304101） |
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| 摘 要： | 介绍智能客服及其关键技术,分析并总结了智能客服在北京—张家口高速铁路(简称:京张高铁)12306互联网售票系统(简称:12306)客服电话、12306客户端、列车长乘务管理助手、实体机器人等方面的应用。通过12306智能语音导航系统在北京铁路客户服务中心试点运行,验证了智能客服在京张高铁应用的可行性。
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| 关 键 词： | 京张高铁 智能客服 语音识别 注意力机制 智能语音导航系统 |
| 收稿时间： | 2021-04-29 |
Research and practice of intelligent customer service innovation for Beijing-Zhangjiakou high-speed railway |
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| Affiliation: | 1.Beijing Jingwei Information Technologies Co. Ltd., Beijing 100081, China2.Passenger Transport Department, CHINA RAILWAY, Beijing 100844, China |
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| Abstract: | This paper introduced the intelligent customer service and its key technologies, analyzed and summarized the application of intelligent customer service for Beijing-Zhangjiakou high-speed railway in 12306 Internet ticketing and reservation system (hereinafter referred to as 12306), such as customer service telephone, 12306 client-side, conductor and crew management assistant, entity robot, etc. The 12306 intelligent voice navigation system was piloted in Beijing Railway Customer Service Center, which verified the feasibility of the intelligent customer service applied to Beijing-Zhangjiakou high-speed railway. |
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