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本文以呼叫中心为背景,将知识库引入呼叫中心的建设与运营中,表达了建设呼叫中心知识库必要性的思想,并通过一个具体应用介绍了建设呼叫中心知识库要注意的问题,突出了呼叫中心知识库的现实意义。
This paper takes the call center as the background, introduces the knowledge base into the construction and operation of the call center, expresses the necessity of constructing the call center knowledge base, and introduces the problems to be paid attention to when constructing the call center knowledge base through a specific application, The Practical Significance of Call Center Knowledge Base.