| 铁路12306线上智能客服系统方案研究 |
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| 引用本文： | 梅巧玲,王思宇,马杰.铁路12306线上智能客服系统方案研究[J].铁路计算机应用,2020,29(3):28-31. |
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| 作者姓名： | 梅巧玲 王思宇 马杰 |
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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： | 中国铁路总公司科研计划课题（Z2017-X004） |
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| 摘 要： | 为向铁路旅客提供更优质、更个性化的购票服务,结合当前铁路客票服务的现状,基于知识图谱构建知识库的方法,分析和研究智能技术在铁路客服领域的应用,推广自助应答服务渠道,设计了铁路12306线上智能客服系统方案。该方案不仅可以减轻人工客服的压力,提升用户个性化服务体验,更体现了以人为本的理念。
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| 关 键 词： | 智能 知识库 语义 大数据 铁路12306互联网售票系统 |
| 收稿时间： | 2018-11-23 |
Scheme of intelligent passenger service system for railway 12306 Internet ticketing and reservation system |
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| Institution: | Institute of Computing Technologies, China Academy of Railway Sciences Corporation Limited, Beijing 100081, China |
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| Abstract: | In order to provide better and more personalized ticketing services to railway passengers, this paper combined with the current situation of the railway customer ticket service, based on the method of building knowledge base with knowledge atlas technology, analyzed and studied the application of intelligent technology in railway customer service field and promote the self-service answering service channel, and designed the scheme of intelligent passenger service system for railway 12306 Internet ticketing and reservation system. This scheme can not only reduce the pressure of manual customer service, enhance the personalized setvice experience of users, but also embody the concept of people-oriented. |
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