Liping Zhang
ABSTRACT
With the application of emerging digital information technologies such as big data, artificial intelligence and cloud computing becoming more and more mature, all walks of life are accelerating the transformation to digitization. Taking the application of China Telecom intelligent customer service as an example, this paper introduces the typical application of China Telecom customer service system in digital transformation in detail. Based on the functions of the existing customer service system, this paper puts forward the functional architecture and implementation planning scheme of intelligent application by optimizing the key modules of intelligent voice navigation. Then, combined with experimental cases, the effectiveness and feasibility of this system are verified. Finally, the future development direction is summarized and discussed. The research results of this paper strengthen the correlation between intelligent customer service application and artificial customer service, and improve the work efficiency of artificial customer service. At the same time, this paper not only provides an empirical basis for the research of enterprise application digital transformation, but also provides new insights for the optimization of other application systems.
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Index Terms
- Research on Intelligent Customer Service Application Architecture Based on Digital Transformation
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