| 铁路客服智能语音导航系统设计与应用研究 |
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| 引用本文： | 蒋秋华,陈华龙,赵黄凯,韩可可,王亚军.铁路客服智能语音导航系统设计与应用研究[J].铁路计算机应用,2020,29(10):44-47. |
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| 作者姓名： | 蒋秋华 陈华龙 赵黄凯 韩可可 王亚军 |
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| 作者单位： | 1.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（N2018S004） |
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| 摘 要： | 针对现有铁路客服语音服务系统服务方式在人工成本、服务品质等方面的不足，应用智能语音识别技术和知识库问答技术设计并实现了铁路客服智能语音导航系统，在降低人工成本的同时提升客服的效率和品质。试点应用结果表明，该系统语音识别准确率达到90%以上，具有很好的实用性。
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| 关 键 词： | 铁路客服 智能语音导航 系统设计 语音识别 知识库问答 |
| 收稿时间： | 2020-01-05 |
Intelligent voice navigation system for railway customer service |
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| Institution: | 1.Institute of Computing Technologies, China Academy of Railway Sciences, Beijing 100081, China2.Beijing Jingwei Information Technologies Co. Ltd., Beijing 100081, China |
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| Abstract: | In view of the shortcomings of the existing railway customer service voice service system in terms of labor cost and service quality, this article applied intelligent voice recognition technology and knowledge base question and answer technology to design and implement an intelligent voice navagation system for railway customer service, which could reduce the labor cost and improve the efficiency and quality of railway customer service. The result of pilot application shows that the speech recognition accuracy of the system is more than 90%, and has good practicability. |
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