GB/T 36339-2018 in English
VALIDTechnological requirements of intelligent customer service semantic library
- Issued on:2018-06-07
- Implemented on:2019-01-01
- File Format:PDF
- Delivery:Via email within 5 business days
$301.00
| Standard No: | GB/T 36339-2018 |
| Document status: | VALID |
| Title in English: | Technological requirements of intelligent customer service semantic library |
| Title in Chinese: | 智能客服语义库技术要求 |
| Language: | English |
| File Format: | Electronic (PDF) |
| Delivery: | Via email within 5 business days |
| Issued on: | 2018-06-07 |
| Implemented on: | 2019-01-01 |
| ICS Classification: | 35.240-Applications of information technology |
| Chinese Classification: | L77-Software engineering |
| Professional Classification: | GB-National Standard |
| Related Keywords: | intelligent customer service
intelligent customer service systems intelligent customer service i. overview semantic library intelligent customer service system ii |
| Related Topics: | GB/T 36339-2018
Intelligent customer service Technical Requirements for Intelligent Customer Service Semantic Database GBT36339 GB/T 36339-2018 "General Technical Specifications for Corpus" Intelligent service definition |
《GB/T 36339-2018智能客服语义库技术要求》由TC28（全国信息技术标准化技术委员会）归口，TC28SC35（全国信息技术标准化技术委员会用户界面分会）执行，主管部门为国家标准化管理委员会。
Introduction
GB/T 36339—2018: In-depth interpretation of technical requirements for the semantic library of intelligent customer service
I. Overview and background of the standard
GB/T 36339—2018 "Technical requirements for the semantic library of intelligent customer service" is China's first standard for knowledge management of intelligent customer service systems, aiming to standardize the structure and functions of the semantic library of intelligent customer service.
| Standard Drafting Unit | Main Drafters | Scope of Application |
|---|---|---|
| Shanghai Zhizhen Intelligent Network Technology Co., Ltd., China Electronics Technology Standardization Institute, etc. | Zhu Pinpin, Zeng Yongmei, Ye Leiming, etc. | Knowledge Construction and Management of Intelligent Customer Service System |
II. Core Framework of the Semantic Library of Intelligent Customer Service
1. Division of Core Modules
The semantic library consists of three parts: the vocabulary library, the object library and the knowledge base.
| Module name | Functional overview | Core function |
|---|---|---|
| Lexic library | Stores word classes and similar words, supports semantic similarity calculation. | Basic semantic representation unit, supports knowledge construction. |
| Object library | Defines object classes and their attributes, including standard question templates. | Provides structured representation of domain knowledge. |
| Knowledge base | Organizes knowledge points, supports tree classification and multi-dimensional management. | Realize the core question-answering capabilities of intelligent customer service. |
III. Technical evolution of the standard and implementation suggestions
1. Background of standard formulation
With the popularization of intelligent customer service systems, the demand for standardized knowledge management is becoming increasingly urgent. This standard provides a unified knowledge sharing and expression framework based on deep semantic understanding and natural language processing technology.
2. Analysis of technical evolution
From a single-domain knowledge base to cross-domain fusion, the intelligent customer service semantic base has gone through three stages:
- Domain-based knowledge management: Construction based on word classes and object classes in specific fields.
- Cross-domain knowledge fusion: Realize unified expression and sharing of knowledge in different fields.
- Intelligent knowledge evolution: Optimize semantic representation and reasoning capabilities through machine learning.
IV. Implementation Suggestions and Outlook
1. Implementation Suggestions
- It is recommended to start from a single field and gradually expand to multiple fields.
- Give priority to knowledge management platform tools to assist in the construction and maintenance of semantic libraries.
- Flexibly configure dimension parameters (such as operating environment, customer model, and effective time) based on actual business needs.
2. Future Outlook
With the rapid development of AI technology, semantic libraries will evolve towards intelligence and automation, supporting the automatic generation and optimization of knowledge content.
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