| 铁路智能客服关键技术研究 |
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| 引用本文： | 张志强,汪健雄,靳超.铁路智能客服关键技术研究[J].铁路计算机应用,2019,28(9):1-5. |
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| 作者姓名： | 张志强 汪健雄 靳超 |
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| 作者单位： | 中国铁道科学研究院集团有限公司 电子计算技术研究所, 北京 100081 |
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| 基金项目： | 中国铁路总公司科技研究开发计划重点课题(Z2017-X004) |
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| 摘 要： | 提出铁路智能客服总体框架,研究铁路客运服务专业的语义理解与处理,深度学习模型和用户画像等关键技术,解决铁路12306互联网售票系统(简称:12306系统)客服维护成本高、服务时间受限、培训成本高、线路忙、人为错误不利于控制等问题。研究表明,铁路智能客服可有效提高铁路12306系统客服接通率和客户满意度,提升铁路用户体验,树立铁路良好社会形象。
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| 关 键 词： | 12306互联网售票系统 智能客服 接通率 满意度 |
| 收稿时间： | 2019-05-27 |
Key technologies of railway intelligent customer service |
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| Affiliation: | Institute of Computing Technologies, China Academy of Railway Sciences Corporation Limited, Beijing 100081, China |
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| Abstract: | This paper proposed the overall framework of railway intelligent customer service, researched on key technologies of railway passenger service professional semantic understanding and processing, deep learning model and user portrait, solved the problems of high maintenance cost, limited service time, high training cost, busy line, human errors which were not conducive to control of railway 12306 Internet ticketing and reservation system.Research results show that the railway intelligent customer service can effectively improve the connection rate and customer satisfaction of the railway 12306 system, enhance railway user experience, establish a good social image of railway. |
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