铁路智能客服系统的设计及应用

针对铁路客服中心存在的依赖人工座席提供服务、服务效率低、用户体验差等问题，文章设计了铁路智能客服系统。该系统具有自然语言交互理解、智能知识搜索等功能，能够为旅客提供基于对话方式的拟人化的人机交流，有效地提升了铁路客服中心互动式语音应答（IVR,Interactive Voice Response）人工替代率，快速准确地为旅客货主提供自助咨询查询服务。实践证明，所设计的系统较传统按键IVR模式人工替代率提升了20%，能够缓解人工座席话务压力，实现铁路客服工作质量和效率稳步提升，促进铁路客服中心高质量发展。

Railway intelligent customer service system

Aiming at the problems of relying on manual attendants to provide service, low service efficiency and poor user experience in railway customer service center, this paper designed railway intelligent customer service system. The system has functions such as natural language interactive understanding and intelligent knowledge search, which can provide anthropomorphic human-machine communication based on dialogue for passengers, effectively improve the artificial replacement rate of IVR in railway customer service center, and can quickly and accurately provide self-service consultation and inquiry service for passengers and cargo owners. Practice has proved that the designed system can improve the manual replacement rate by 20% compared with the traditional IVR mode, which can effectively relieve the pressure of manual service, implement the steady improvement of the quality and efficiency of railway customer service, and promote the high-quality development of railway customer service center.