Telecommunications service support system based on search enhancement
By constructing a telecommunications service support system based on retrieval enhancement, the problems of low accuracy and low update efficiency of knowledge base retrieval in telecommunications operators' customer service centers have been solved. This has enabled efficient and accurate fault diagnosis and automatic knowledge base updates, improving customer service efficiency and user satisfaction, and reducing operating costs.
Patent Information
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- CHINA TELECOM DIGITAL INTELLIGENCE TECHNOLOGY CO LTD LIAONING BRANCH
- Filing Date
- 2025-12-24
- Publication Date
- 2026-05-26
AI Technical Summary
Telecommunications operators' customer service centers face challenges such as limited professional knowledge of human customer service representatives, low accuracy of traditional knowledge base searches, high workload for customer service representatives, long user waiting times, and low efficiency in updating knowledge bases, resulting in unstable service quality and low user satisfaction.
A retrieval-enhanced telecommunications service support system is adopted, which combines a front-end interaction layer, a back-end business logic layer, a data layer, and an intelligent algorithm layer. It collects knowledge through multiple channels, cleans it, vectorizes it, and constructs a knowledge base through hierarchical clustering. This enables efficient fault diagnosis and automatic updates, and generates accurate fault diagnosis suggestions using a semantic big data model and hybrid retrieval.
It improved the efficiency and accuracy of problem solving, reduced the workload of customer service, optimized the user experience, enabled the autonomous optimization of the knowledge base and reduced operating costs, and significantly improved user satisfaction and operational efficiency.
Smart Images
Figure CN122086932A_ABST