The Study Of Hunan Mobile Online Customer Service Based On Artificial Intelligence

The rapid development of 3G?4G in the information era of the Internet information technology for the development of mobile communication business has brought new opportunities and challenges,at the same time,along with the Hunan mobile user group,increase of network scale and business,rates of mobile business has been expanding constantly bring forth the new through.The old,traditional artificial customer service,range due to business hours,service,the service channel limit has been can not meet all the needs of mobile users.In order to solve this problem,this paper,through the analysis of the status which related systems and technology at home and abroad,has researched association between recommendation and customer service that asked by intelligent matching technology and online customer service intelligent reasoning technology based on expert system based on the design and implementation of Hunan mobile,intelligent customer service response system.Based on the practical demand as the guidance,the application of the expert system to on-line service of intelligent reasoning,put forward a design scheme of expert system for intelligent reasoning online customer service,customer service oriented expert system of intelligent reasoning online knowledge representation methods of the key technology,inference mechanism and explanation mechanism are studied in this paper,the main research contents are as follows:1.To solve the problem of matching customer problems and corpus resources.First we build customer model based on customer behavior attributes,interest attribute,the importance degree of attribute and social attribute characteristics,and then based on this model,the relationship between the comprehensive multi Association and other attributes of the proposed matching method,the problem of intelligent correlation based on recommendation.2.According to the online customer service of intelligent reasoning problem characteristics,we set up online customer service of intelligent reasoning knowledge.It bases on CLIPS standard knowledge representation method based on the online customer service,combined with the specific requirements of intelligent reasoning system,proposed the expansion of the Chinese production knowledge representation method.3.Based on the CLIPS reasoning engine for the design of online customer service intelligent reasoning machine,the inference engine uses context rule search control strategy and controls strategy of the stage scene which based on forward reasoning mechanism.It adopts the method of preset text method and tracking explanation method combined with the design of the online customer service intelligent inference interpreter.The preset text to the user "Why" type questions,tracking explanation method for user "How" type questions.4.Based on the above and the technical design and implementation of Hunan mobile online customer service prototype system based on artificial intelligence,we analyzes the business requirements,functional module design,studies the system integration plan,clear the system application process.The system to save human resource,improve the service response speed,improve service quality and customer satisfaction to play a good role in promoting.