The Design Of Multimedia Intelligent Customer Service Communication System

With the development of 3G/4G era, more and more contacting ways are added to the customer service. Simple voice service has been unable to meet the business development requirements.Therefore, the enterprises, especially the call center start to make services on tencent or wechat. However, for some small companies this way sounds feasible,but it is hard for the centerprise,such as communication operators,for the consideration of resources cannot equel the cost and their requirement.It is based on this background and pressure, We proposed to construct the new service system.In anticipation of indicators, the design of the Intelligent Multimedia Customer Service Communication system level accuracy rate is 75.7%; the two level accuracy rate is 85.3%; three level of accuracy is 93.2%(not including into the artificial queue part), but due to the addition of regular, in the actual simulation test, realizes to the customer the uplink content 99.87% the above recognition ability, high confidence, ability to intercept(first answer classification information value more than second answer 50%) can reach more than 90%, the effect is ideal; at the same time for the classification of temporary additional can also intercept with high efficiency and fast through the first layer of the regular way, and then through the training data continue to add, in actual operation to effectively prevent SVM the long training time.At last Intelligent Multimedia Communication System in this research is mainly to meet the need of actual operation, so the data are processed by some regular way for fuzzy processing, to meet a better scalability; at the same time the target is proposed is more close to the enterprise efficiency evaluation. From the overall effect point of view, the practical effect can reduce operation cost and better meet the enterprise, enhance the processing efficiency of the target problem.