Railway intelligent customer service system
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摘要: 为应对铁路旅客服务需求激增的情况，解决铁路客服中心用工及运营成本大幅递增的难题，在既有的铁路12306客服系统基础上，融合语音识别和MRCPv2协议实现等技术，设计了铁路智能客服系统，实现了智能语音导航、智能质检和文本机器人等功能，并在中国铁路北京局集团有限公司客服中心上线运行。运行效果表明，该系统可有效提高铁路客服中心的工作效率和效果，降低运营成本。Abstract: To cope with the surge in demand for railway passenger services and solve the problem of significantly increasing labor and operating costs in railway customer service centers, this paper integrated technologies such as voice recognition and MRCPv2 protocol implementation on the basis of the existing 12306 customer service system, designed a railway intelligent customer service system, and implemented functions such as intelligent voice navigation, intelligent quality inspection, and text robots. It has been operated in the customer service center of China Railway Beijing Group Co. Ltd. The operational results indicate that the system can effectively improve the efficiency and effectiveness of railway customer service centers, and reduce operating costs.
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