Application of New Artificial Intelligence Technology in the Voice Recognition and Analysis System of Electric Power Information Customer Service

Application of New Artificial Intelligence Technology in the Voice Recognition and Analysis System of Electric Power Information Customer Service

연구 분야: Safety

학회: CIPAE 2020: Proceedings of the 2020 International Conference on Computers, Information Processing and Advanced Education

With the widespread application of traditional electric power customer service in recent years, the scale of users continues to increase, and the traffic pressure on the communication service hotlines of power users such as 95598, 1000 service hotlines, and power dispatching command systems will increase sharply. However, manual agents and traditional self-service voice response systems are limited by factors such as customer service manpower, working time, knowledge level, and volume of traffic consultation due to the use of button interaction methods, which seriously affect the customer experience. In this paper, core technologies such as intelligent speech recognition, semantic understanding and speech synthesis are studied, and the application of current intelligent speech analysis technology in electric customer service is introduced.