基于大型呼叫中心的人工智能技术应用前景

Proceedings of the 4th International Conference on Computer Science and Application Engineering Pub Date : 2020-10-20 DOI:10.1145/3424978.3425012

Qiong Qian, Haifeng Yan, Zhenghui Wang

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引用次数: 2

摘要

人工智能(AI)是当今社会各行业发展的重要技术支撑。呼叫中心作为服务客户的重要窗口，对人工智能技术的依赖程度越来越高，人工智能技术将成为呼叫中心发展的必由之路。本文首先分析了人工智能的发展现状。然后回顾了呼叫中心的发展历程，分析了呼叫中心目前面临的挑战。在此基础上，本文提出了一种基于人工智能技术的技术框架来应对这些挑战。最后根据人工智能的特点，分析了人工智能在呼叫中心的应用场景，为呼叫行业的智能化发展提供经验。

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Application Prospect of Artificial Intelligence Technology Basted on the Large Call Center

Artificial intelligence (AI) is an important technical support for the development of various industries in today's society. Call center, as an important window to serve customers, has more and more greatly depended on the AI technology, which trend to become the only way for the development of call center. This paper first analyzed the development status of AI. Then it reviewed the development process of call center and analyzed its current challenges. Furtherly, this paper put forward a technical framework based on AI technology to meet these challenges. In the end it analyzed the application scenarios in call center according to the characteristics of AI so as to provide experience for the intelligent development of call industry.

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Proceedings of the 4th International Conference on Computer Science and Application Engineering

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