基于语音处理技术的汽车售后智能客服系统设计 |
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引用本文: | 黎飞,张森,程登,王兴月,苏国传,张亮.基于语音处理技术的汽车售后智能客服系统设计[J].时代汽车,2022(1):129-130. |
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作者姓名: | 黎飞 张森 程登 王兴月 苏国传 张亮 |
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作者单位: | 上汽通用五菱汽车股份有限公司技术中心 广西柳州市545007 |
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摘 要: | 汽车行业的售后客服团队通常面临着人员流动性大、专业性不足、容易产生负面情绪、长时间工作等问题.此外,售后客服人员所使用的工具非常单一,如电话,微信或QQ等,不够智能,导致了整个汽车售后服务的成本高,效率低下,用户的体验不好.本文利用前沿的大数据技术及语音处理技术与客服业务相结合,设计了一种汽车售后智能客服系统,帮助售后...
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关 键 词: | 语音技术 智能 客服 |
The Design of an After-sales Intelligent Customer Service System based on Voice Processing Technology |
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Authors: | Li Fei Zhang Sen Cheng Deng Wang Xingyue Su Guochuan Zhang Liang |
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Abstract: | After-sales customer service teams in the automotive industry usually face problems such as high turnover,insufficient professionalism,prone to negative emotions,and long working hours.In addition,the tools used by after-sales customer service staff are very single,such as phone calls,WeChat,or QQ,which are not smart enough,resulting in high cost,low efficiency,and poor user experience for the entire automotive after-sales service.This paper uses cutting-edge big data technology and voice processing technology to combine with customer service business to design an automotive after-sales intelligent customer service system to help after-sales service teams reduce costs,improve efficiency,and enhance user experience. |
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Keywords: | voice technology intelligence customer service |
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