An Intelligent Call Center Platform for Mobile Communication Enterprises

Author

Wang, Weimin ; Liu, Liangliang ; Wang, Dongsheng ; Cao, Yanan ; Wu, Yuming ; Qi, Baoyuan ; Qiao, Dongchun ; Guo, Jingyang ; Zheng, Yufei ; Cao, Cungen ; Jianghua, Li ; Yuan, Shi ; Ruilin, Li ; Changqin, Sang ; Nan, Shen

Author_Institution

Key Lab. of Intell. Inf. Process., Chinese Acad. of Sci., Beijing, China

Volume

1

fYear

2010

fDate

12-14 April 2010

Firstpage

370

Lastpage

375

Abstract

In this paper, we introduced an intelligent call center platform (ICCP) for communication enterprises. The platform is based on two broad suites of technologies: Knowledge management and natural language processing. First, we designed an enterprise knowledge modeling technology, and provided a knowledge management system for managing customer service knowledge. Then mobile customers are allowed to send Chinese queries, through either Internet tools (e.g. MSN, QQ, BBS and Fetion) or Wireless SM devices (e.g. mobile phones), to a multi-tier natural language understanding engine, and the engine retrieves the knowledge bases to find correct answers after understanding the queries. The ICCP has been successfully used in a domestic communication group since March 2009, and achieved a satisfactory performance.

Keywords

call centres; customer services; knowledge management; natural language processing; telecommunication computing; Chinese queries; Internet tools; Wireless SM devices; customer service knowledge; enterprise knowledge modeling technology; intelligent call center platform; knowledge management system; mobile communication enterprises; mobile customers; multitier natural language understanding engine; natural language processing; Customer service; Internet; Knowledge management; Mobile communication; Mobile handsets; Natural language processing; Process design; Samarium; Search engines; Technology management; Intelligent Call Center; Knowledge Management; Natural Language Processing; Ontology;

fLanguage

English

Publisher

ieee

Conference_Titel

Communications and Mobile Computing (CMC), 2010 International Conference on

Conference_Location

Shenzhen

Print_ISBN

978-1-4244-6327-5

Electronic_ISBN

978-1-4244-6328-2

Type

conf

DOI

10.1109/CMC.2010.243

Filename

5471452