Application of AI technology based on customer service digitalization
Kefeng Yu, Liping Zhang, Yingmao Hu, Ying Nian Wu · 2022
In the process of studying China Telecom customer service system, this paper finds that customer service needs a lot of back-end staff support, which makes the support cost have to rise. In this paper, the intelligent transformation of the back-end service support, with system automation as the core, changes the way of relying on manual maintenance; Artificial intelligence technology is used to solve the problem tracing and early warning of artificial customer service in the service process; Finally, combined with the service scenario, we can intelligently build modular composite solutions in Chinatelecom customer service system, improve the full-service service capability, and achieve cost reduction and efficiency increase.