An Intelligent Call Center Platform for Mobile Communication Enterprises

In this paper, we introduced an intelligent call center platform (ICCP) for communication enterprises. The platform is based on two broad suites of technologies: Knowledge management and natural language processing. First, we designed an enterprise knowledge modeling technology, and provided a knowledge management system for managing customer service knowledge. Then mobile customers are allowed to send Chinese queries, through either Internet tools (e.g. MSN, QQ, BBS and Fetion) or Wireless SM devices (e.g. mobile phones), to a multi-tier natural language understanding engine, and the engine retrieves the knowledge bases to find correct answers after understanding the queries. The ICCP has been successfully used in a domestic communication group since March 2009, and achieved a satisfactory performance.