Research on intelligent service of customer service system. Issue 3 (16th April 2021)

• Record Type: Journal Article
• Authors: Nie, Jinji; Wang, Qi; Xiong, Jianbin
• Is Part Of: Cognitive computation and systems. Volume 3:Issue 3(2021)
• Page Start: 197
• Page End: 205
• Publication Date: 2021-04-16
• Subjects: Cognitive science -- Periodicals; Artificial intelligence -- Periodicals; Neurosciences -- Periodicals; Computer science -- Periodicals; Neurosciences; Computer science; Cognitive science; Artificial intelligence; Periodicals; Electronic journals; 006.3
• DOI: 10.1049/ccs2.12012
• Languages: English
• ISSNs: 2517-7567

Abstract

Abstract: With the development of the wireless network, from 4G network to 5G network, people's communication quality has improved significantly and the processing requirements of operators' customer service systems will ameliorate, whereas the business undertaken by the intelligent network becomes more difficult. Customer service system, which can convey files and video, has evolved from manual to intelligent. At the same time, this system establishes a knowledge base based on the process of solving problems with customers. The customer service system can also undertake the task of process control within the enterprise. The ultimate goal is to understand the needs of customers through the knowledge base and develop corporate products based on customer data. Furthermore, this study proposes a network architecture of an intelligent customer service system to provide a reference for the construction.