An Intelligent Customer Service Representative Operating System

Abstract:

In this paper, we introduced an intelligent Customer Service Representative (CSR) Operating System. The system contains three modules: Knowledge Management (KM) module, Natural Language Process (NLP) module and CSR Operating (CSRO) module. The KM module manages knowledge. When get query through phone, Internet, Fetion, QQ, etc. from customer, the NLP module understands the query and gives recommended reply. If confirms that the reply is right, NLP module replies the query automatically. The CSRO module confirms that the reply is right or retrieves the right reply quickly from the knowledge base, and gives the reply. The system can increase self-service scale and improve CSR's efficiency. The system has been successfully used in a domestic telecom company since May 2010, and achieved a satisfactory result.

• Periodical: Applied Mechanics and Materials (Volumes 373-375)
• Pages: 1728-1734
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.373-375.1728
• Online since: August 2013
• Authors: Wei Min Wang, Dong Chun He
• Keywords: Customer Service Representative, Data Mining (DM), Knowledge Management, Natural Language Process

References

[1] W. Wang and et al. The ICCP Platform. Technical report, Institute of Computing Technology, Chinese Academy of Sciences, (2009).

[2] Q. Feng. A Research on Human-Knowledge Interface. Master's thesis, Institute of Computing Technology, Chinese Academy of Sciences, (2002).

[3] Q. Feng. A Research on Implicit Knowledge Requirement Analysis. PhD thesis, Institute of Computing Technology, Chinese Academy of Sciences, (2006).

[4] J. Allen. Natural language processing. John Wiley and Sons Ltd. Chichester, UK, (2003).