Design And Implementation Of Intelligent Call Center

Nowadays,the continuous development of various technologies in the society,after all,is for the better realization of people' s own aspirations and services.With the development of communication technology,the process of voice communication has become an indispensable channel in communication.Today' s market is a service-oriented market.In addition to providing related services such as material or technical support,each company in the market explores the true demands of customers through continuous dialogue with customers,and implements itself in customer feedback.The service connotation,improve their service level and enhance their soft power.As a way for enterprises to communicate with customers,modern call centers have become the key link for enterprises to pursue their own competitiveness and establish their corporate image.The call center uses computer communication technology(CTI)to realize the combination of telephone communication and computer management by using the computer communication technology(CTI),and provides the service by using the related technology to manage the telephone landline.The current call centers are mostly composed of pure hardware.Such systems have the defects of difficulty in maintenance and expansion,high price,low labor efficiency,etc.,and are gradually unable to satisfy the large-scale use of enterprises.Therefore,the software-based intelligent call center will become the object of choice for all enterprises because of its low cost and high performance.In order to solve the problems of poor scalability and non-intelligence in the current call center,the main research contents of this paper include:through the research and analysis of the related content of communication softswitch technology,realize a software-based call communication system;The content of the interactive dialogue is the starting point.Using Chinese word segmentation and other tools,the keywords of the user question are extracted and classified,and the full-text search is used to query related questions.Through the design and implementation of the call center system,a complete,efficient,intelligent,and easily expandable call center system is established.On the basis of ensuring basic customer service,the corresponding manpower and material resources are reduced,and better system support is provided for the customer service of the enterprise.