信息通信技术与政策2025，Vol.51Issue(12)：57-62,6.DOI:10.12267/j.issn.2096-5931.2025.12.008
人工智能赋能电信用户投诉的应用场景及趋势研究
Research on the application scenarios and trends of AI in empowering telecom user complaint management
XIN Xing 1WU Jun 1WANG Haiyan 1ZHANG Yang 1GUO Wei1
作者信息
- 1. Telecom User Complaint Acceptance Center,Ministry of Industry and Information Technology,Beijing 100083,China
- 折叠
摘要
Abstract
As users' expectations for telecommunications services continue to rise,a key challenge for the industry is to strengthen its complaint resolution capabilities and consistently meet the people's growing demand for high-quality service.The application of AI technology can significantly enhance the quality of user complaint services,improve the efficiency of complaint handling,and reshape the complaint service model.By reviewing the main application scenarios of AI in the telecommunications complaint domain,the key challenges currently faced in its implementation,and its future trends,the study aims to offer insights into how technological means can be leveraged to improve telecommunications user service capabilities.关键词
人工智能/电信用户投诉/智能决策/智能体Key words
AI/telecom user complaints/intelligent decision-making/intelligent agent分类
信息技术与安全科学引用本文复制引用
XIN Xing,WU Jun,WANG Haiyan,ZHANG Yang,GUO Wei..人工智能赋能电信用户投诉的应用场景及趋势研究[J].信息通信技术与政策,2025,51(12):57-62,6.
