Title :
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
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;
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
DOI :
10.1109/CMC.2010.243
