供热企业智能客服系统研究与应用.pdf
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供热企业智能客服系统研究与应用
【关键词】供热智能客服；智能语音导航；AI 智能；移动互联网
Research and Application of Intelligent customer service system
for heating enterprises
Abstract:Heat of users grows, people's feedback speed of customer
service and continuous improvement of quality of service requirements,
requirements for customer service system top of the heating company.
This article is based on group Heating Company of Tianjin actual
situation, and heat business requirements from the user, in the demand
for heat supply business processes and functionality of the services
on the basis of a detailed analysis of the integration into the new
generation of AI technology and mobile Internet technology, from the
overall Architecture Design of Intelligent customer service system,
business design and intelligent voice navigation system
Keywords：Heating intelligent customer service ；Smartvoice；AI；
Mobile Internet
0 引言
客服是企业对外交流的窗口，作为企业业务发展的助推器，对公司的发展有
着至关重要的作用，各时期均在依托相关的技术促进客服软件的开发和发展，现
阶段正处于从传统客服向智能客服转变的阶段。
传统客服多是依托人工提供相应的咨询和业务服务，各行业企业都存在对客
服人员的需求。近年来，随着我国人口红利的消失，各行各业用工成本不断增加，
且由于客服人员的专业能力参差不齐、人力精力有限等因素的约束，传统客服逐
渐暴露出效率低、智能化程度低、多渠道能力较弱等问题，逐渐成为行业高速发
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