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Development of an automatic customer service system on the internet

机译：互联网上自动客户服务系统的开发

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摘要

Most existing network-based customer services heavily rely on manpower in replying e-mails or on-line requests from customers, which not only increases the service cost, but also delay the time for responding the service requests. To cope with these problems, this paper proposes a customer service system, which can automatically handle customer requests by analyzing the contents of the requests and finding the most feasible answers from the frequently asked question (FAQ) database. In the situation that a customer is not satisfied with the reply, the system will forward the request to the appropriate service personnel for further processing. An assistance mechanism has been developed to help the service personnel in finding potential answers from existing FAQ data or creating more appropriate answers. Experimental results on practical applications showed that over 87.3% of users were satisfied with the replies given by the system; therefore, we conclude that the system can significantly reduce the service cost and provide more efficient and effective customer service.
机译：大多数现有的基于网络的客户服务在很大程度上依赖人力来回复客户的电子邮件或在线请求，这不仅增加了服务成本，而且延迟了响应服务请求的时间。为了解决这些问题，本文提出了一种客户服务系统，该系统可以通过分析请求的内容并从常见问题（FAQ）数据库中找到最可行的答案来自动处理客户的请求。如果客户对答复不满意，系统会将请求转发给适当的服务人员以进行进一步处理。已经开发了一种协助机制，以帮助服务人员从现有的FAQ数据中找到可能的答案或创建更合适的答案。在实际应用中的实验结果表明，超过87.3％的用户对系统给出的答复表示满意。因此，我们得出的结论是，该系统可以大大降低服务成本，并提供更有效的客户服务。

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