| 顾丽燕 1 望俊成 1 高 腾 2 胡舣缘 3.智能客服系统测评分析[J].中国科技资源导刊,2019,51(2):75~80 |
| 智能客服系统测评分析 |
| Comparative Analysis on Intelligent Customer Service System |
| 投稿时间：2017-11-23 |
| DOI： |
| 中文关键词: 自动问答；智能客服机器人；智能客服；客服系统；评价指标 |
| 英文关键词: automatic question and answer, intelligent customer service robot, intelligent customer service,
customer service system, evaluating indicator |
| 基金项目: |
| 作者 | 单位 | | 顾丽燕 1 望俊成 1 高 腾 2 胡舣缘 3 | （1. 中国科学技术信息研究所，北京 100038；2. 武汉大学，湖北武汉 430072；
3.中国人民大学，北京 100872） |
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| 摘要点击次数: 1444 |
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| 中文摘要: |
| 以我国客服市场上具有代表性的4个智能客服系统为对比分析对象，从概况、接入渠道、界面3个角度对所
选取的智能客服系统进行对比分析。从用户满意度、运营状况、智能水平和技术的先进性4个维度建立评价指标体系，
并在此基础上，对智能客服系统提供的客服机器人进行问答测试并进行指标评价。研究表明：选取的4个智能客服系统
各有优劣势，相应的智能客服机器人的智能化程度还有待提高。 |
| 英文摘要: |
| Through the comparison and analysis of the intelligent customer service system, there is a
preliminary understanding of the development of the domestic intelligent customer service system. Taking
the representative 4 intelligent customer service systems in our customer service market as the comparative
analysis object, we compare and analyze the selected smart customer service system from the 3 angles of
general situation, access channel and interface. Based on the 4 dimensions of user satisfaction, operation status,
intelligence level and technology advancement, the evaluation index system is established. On this basis, QA
test and evaluation of the customer service robots provided by these intelligent customer service systems
are carried out. The research shows that the selected 4 intelligent customer service systems have advantages
and disadvantages, and the intelligentization degree of the corresponding intelligent customer service robots
remains to be improved. |
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