摘要
为向铁路旅客提供更优质、更个性化的购票服务,结合当前铁路客票服务的现状,基于知识图谱构建知识库的方法,分析和研究智能技术在铁路客服领域的应用,推广自助应答服务渠道,设计了铁路12306线上智能客服系统方案。该方案不仅可以减轻人工客服的压力,提升用户个性化服务体验,更体现了以人为本的理念。
In order to provide better and more personalized ticketing services to railway passengers,this paper combined with the current situation of the railway customer ticket service,based on the method of building knowledge base with knowledge atlas technology,analyzed and studied the application of intelligent technology in railway customer service field and promote the self-service answering service channel,and designed the scheme of intelligent passenger service system for railway 12306 Internet ticketing and reservation system.This scheme can not only reduce the pressure of manual customer service,enhance the personalized setvice experience of users,but also embody the concept of people-oriented.
作者
梅巧玲
王思宇
马杰
MEI Qiaoling;WANG Siyu;MA Jie(Institute of Computing Technologies,China Academy of Railway Sciences Corporation Limited,Beijing 100081,China)
出处
《铁路计算机应用》
2020年第3期28-31,共4页
Railway Computer Application
基金
中国铁路总公司科研计划课题(Z2017-X004)
关键词
智能
知识库
语义
大数据
铁路12306互联网售票系统
intelligence
knowledge base
semantics
big data
railway 12306 Internet ticketing and reservation system
