| With the development of smart society and the deepening of state-owned enterprise reform,the development and construction of state-owned enterprises have begun to change from quantity expansion to quality improvement.In order to further deepen and implement the requirements of the group company for the construction of knowledge base,the use of advanced information technology to establish and improve the knowledge management system,realize the sharing of internal and external knowledge of the organization,build the core competitiveness of enterprises in the era of digital economy,and realize the whole process information management of communication enterprises' knowledge and information has become an inevitable trend to improve the development of optimized management.This paper designs and implements a customer service knowledge base platform for telecom enterprises based on the investigation and analysis of the actual needs of customer service knowledge base management and service work.Through the overall architecture design,function design and database design of the platform,based on the lightweight framework of Spring Boot,the functions of each subsystem of the platform are designed and implemented in detail with micro service architecture.Combined with the key characteristics of enterprise knowledge,intelligent retrieval algorithm is constructed to achieve the purpose of instant search and use.At the same time,in the whole development cycle of the system,the corresponding test work is carried out to improve the quality and reliability of the system.The customer service knowledge base platform of telecom enterprises comprehensively covers a series of functions such as knowledge acquisition and compilation,audit and release,authority configuration,intelligent retrieval and so on.It realizes the standardized and process management of telecom enterprise knowledge,and effectively improves the level and efficiency of enterprise knowledge management. |
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