Open AccessResearch on intelligent service of customer service system
Author(s) -
Nie Jinji,
Wang Qi,
Xiong Jianbin
Publication year - 2021
Publication title -
cognitive computation and systems
Language(s) - English
Resource type - Journals
ISSN - 2517-7567
DOI - 10.1049/ccs2.12012
Subject(s) - computer science , customer service assurance , service (business) , intelligent network , service quality , process management , service system , process (computing) , service design , customer base , customer advocacy , knowledge management , computer network , service provider , business , marketing , operating system
With the development of the wireless network, from 4G network to 5G network, people's communication quality has improved significantly and the processing requirements of operators' customer service systems will ameliorate, whereas the business undertaken by the intelligent network becomes more difficult. Customer service system, which can convey files and video, has evolved from manual to intelligent. At the same time, this system establishes a knowledge base based on the process of solving problems with customers. The customer service system can also undertake the task of process control within the enterprise. The ultimate goal is to understand the needs of customers through the knowledge base and develop corporate products based on customer data. Furthermore, this study proposes a network architecture of an intelligent customer service system to provide a reference for the construction.