Abstract
With the rapid development of speech recognition technology, voice chat robot has become a breakthrough of artificial intelligence. Voice chat robot should be a typical application field of customer service, providing customers with efficient and convenient service all day. The traditional customer service center is mainly based on telephone service, facing the problems of large number of customers, high maintenance cost, slow knowledge update, limited service time, low training cost and so on. So, at the same time, the use habits of customers have also changed fundamentally. The vast majority of services and transactions can be carried out through the Internet, such as Taobao and Jingdong. However, the quality and cost of voice services can be greatly reduced through the interaction between robots and channelization voice service centers. Through the research and development of natural language technology, an intelligent and centralized mobile communication service application platform is constructed by using we-chat platform. Through natural language processing, machine learning, big data computing and other technological innovation, we focus on the use of online robot recognition to understand customer problems and timely feedback customer needs. The results show that in the statistics of customer service machine problems, the highest proportion of consumers’ problems about payment is 37%, and the lowest is 29%.
Natural language technology and query expansion: issues, state-of-the-art and perspectives