Research on applications of rail transit intelligent customer service system platform
To further improve the operation and service level of urban rail transit,the Beijing rail transit 96123 intelligent customer service system came into being,which is committed to providing passengers with more convenient and efficient hotline consulting services.Adhering to the concept of intelligent metro,intelligent service,and intelligent travel,this system utilizes artificial intelligence technologies such as speech recognition,semantic understanding,among others,and combines with the actual situation of rail transit operation to create an intelligent speech customer service robot with a high degree of learning ability.Under the premise of not increasing the number of manual customer service personnel,this system could effectively meet the growing demand for call volume,provides a powerful supplement to manual customer service,and significantly improves the connection rate and service quality.Through in-depth analysis of the application results of intelligent customer service in the Beijing rail transit network passenger service hotline industry,this article carries out a comprehensive analysis of the advantages and disadvantages of the current intelligent customer service,and offers suggestions for improvement and optimization.
万方数据
维普
