Design of Intelligent Customer Service Report System Based on Automatic Speech Recognition and Text Classification

Northeast Normal University, Changchun, China

^* Corresponding author e-mail: zouyl@nenu.edu.cn

Abstract

In combination with features such as intensive labor and speech in the customer service report field, this paper discusses the design of a customer service report system based on artificial intelligence automatic speech recognition technology and big data text classification technology. The proposed system realizes functions like a flat IVR menu, quick transcription and input of work orders, dynamic tracking of failure hotspots, automatic classification and accumulation of the knowledge base, speech emotion detection and real-time supervision of service quality, and it can improve the user experience and reduce the labor strengths of customer service staff. The automatically accumulated knowledge base can further assist with feedback to resolve the difficult problem that the emerging intelligent network Q&A and intelligent robots rely on a manually summarized knowledge base.