Architecture design on Data-driven Intelligent Customer Service System
Yingda Chen, Junchen Wu, Ruisheng Li, Na Pei · Procedia Computer Science · 2025
With the rapid development of information technology, intelligent customer service system has become an important means for enterprises to improve the quality and efficiency of customer service. This paper aims to discuss the research and implementation of data-driven intelligent customer service system. Firstly, it summarizes the concept, development and current situation of intelligent customer service system. Then the system architecture design is elaborated, including user interface layer, business logic layer, data analysis layer and data storage layer, each layer undertakes different functions and tasks, together constitute a complete intelligent customer service system. In the key technology part of the system, the application of natural language processing technology in intelligent customer service system is analyzed. These technologies provide strong support for the intelligent and automatic system. Through comparative experiments, it is verified that the data-driven power intelligent customer service system is higher than the traditional manual customer service system in improving service efficiency, problem resolution rate and user satisfaction, and can provide an effective intelligent customer service solution for power enterprises.