Shulou(Shulou.com)11/24 Report--

CTOnews.com November 3 news, According to the release of the Academy of Information Technology, In October this year at the International Telecommunication Union sixteenth study group (ITU-T SG16) plenary meeting, Led by the China Institute of Information and Communication (referred to as "China Academy of Information Technology") Intelligent customer service international standard ITU-T F.746.16 successfully passed the conclusion.

The English name of ITU-T F.746.16 is Technical Requirements and Evaluation Methods of Intelligent Levels of Intelligent Customer Service System, and the corresponding Chinese name is Technical Requirements and Evaluation Methods of Intelligent Levels of Intelligent Customer Service System. CTOnews.com learned that the standard gives specific requirements and methods for intelligent classification of intelligent customer service system, and defines a number of technical indicators around four key dimensions: basic function, AI core technology capability, enterprise service capability and system maturity, aiming at comprehensively classifying the intelligent degree of intelligent customer service system.

With the development of artificial intelligence, cloud computing and big data technologies and the upgrading of consumption patterns, intelligent customer service has become an important entry point to promote the digital and intelligent transformation of organizations such as enterprises and governments. The proposal of ITU-T F.746.16, an international standard for intelligent customer service, further improves the ITU-T intelligent customer service standard system, and will form an organic linkage with industry standards and alliance standards such as "Intelligent Customer Service Center Intelligent Level Evaluation Method" and "Intelligent Customer Service System Service Level Evaluation Method" to accelerate the international development process of artificial intelligence technology and application in China.

At the beginning of 2022, the Institute of Cloud Computing and Big Data of China Academy of Information and Communications released the Research Report on Intelligent Technology and Application of Customer Service Center, focusing on the technical capability, application scenario and industrial status quo of intelligent development of customer service center, analyzing challenges and giving development suggestions. The second is the initial system of standard development, focusing on intelligent customer service in research or release of 1 international standard, 4 industry standards, 5 alliance specifications. Thirdly, the evaluation influence has been continuously improved. Credible AI evaluation test, epidemic prevention and control public welfare test and intelligent customer service sub-field evaluation have been carried out around intelligent customer service. More than 30 enterprises have been served accumulatively and more than 70 products have been tested.

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