Репозитарій ОНУ імені І.І.Мечникова

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Інтелектуальна стратегія оптимізації обслуговування клієнтів з урахуванням системи ОПМ діалогу
(Одеський національний університет імені І. І. Мечникова, 2024) Пан Гуанхуй; Pang Guanghui
With the continuous expansion of digital services, companies are increasingly relying on intelligent customer service systems to improve user experience and efficiency. However, traditional dialogue systems often fail to meet user expectations due to insufficient comprehension, response delays, and low personalisation. The purpose of this research is to analyze the limitations of the existing intelligent customer service system and propose specific optimization strategies to improve the natural language understanding (NLV), dialogue management (PM), and response generation (DG) capabilities of the dialogue system. By using the latest artificial intelligence technology and algorithms, the research results showed that the optimization strategy significantly improved the system's response speed, accuracy, and user satisfaction. This paper not only provides theoretical support for the development of intelligent customer service system, but also provides strategic guidance for practical operation.