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Information technology -- Intelligent speech interaction system -- Part 3: Intelligent customer service
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Basic data
| Standard ID | GB/T 36464.3-2018 (GB/T36464.3-2018) |
| Description (Translated English) | Information technology -- Intelligent speech interaction system -- Part 3: Intelligent customer service |
| Sector / Industry | National Standard (Recommended) |
| Classification of Chinese Standard | L77 |
| Classification of International Standard | 35.240.01 |
| Word Count Estimation | 18,199 |
| Date of Issue | 2018-06-07 |
| Date of Implementation | 2019-01-01 |
| Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration |
GB/T 36464.3-2018: Information technology -- Intelligent speech interaction system -- Part 3: Intelligent customer service
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Information technology--Intelligent speech interaction system--Part 3. Intelligent customer service
ICS 35.240.01
L77
National Standards of People's Republic of China
Information Technology Intelligent Voice Interaction System
Part 3. Smart Customer Service
Part 3. Inteligentcustomerservice
Published on.2018-06-07
2019-01-01 Implementation
National Market Supervision Administration
China National Standardization Administration released
Directory
Preface III
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 System Framework 2
4.1 Overview 2
4.2 Complete Voice Interaction System 2
4.3 Some Voice Interaction Systems 3
5 Request 5
5.1 Overview 5
5.2 Smart Customer Service Voice Interaction System Category 5
5.3 Smart Customer Service Voice Interaction Result Display 6
5.4 Voice Endpoint Detection 6
5.5 Interaction Response Time 6
5.6 Basic Requirements 6
5.7 Extension Requirements 8
6 Test Method 9
6.1 Overview 9
6.2 Test Data Preparation 10
6.3 Test Method 11
6.4 Test Conclusion 12
Foreword
GB/T 36464 "Information Technology Intelligent Voice Interactive System" is intended to be divided into the following sections.
--- Part 1. General specifications;
---Part 2. Smart Home;
--- Part 3. Smart Customer Service;
--- Part 4. Mobile Terminals;
--- Part 5. Vehicle Terminals;
This part is part 3 of GB/T 36464.
This section was drafted in accordance with the rules given in GB/T 1.1-2009.
Please note that some of the contents of this document may involve patents. The issuing agency of this document does not assume responsibility for identifying these patents.
This part is proposed and managed by the National Information Technology Standardization Technical Committee (SAC/TC28).
This section was drafted by. China Telecom Group Co., Ltd., China Electronics Standardization Institute, HKUST, Inc., China
Institute of Computing Technology, Chinese Academy of Sciences, Institute of Acoustics, Chinese Academy of Sciences, ZTE Corporation, China First Automotive Co., Ltd.
Division, China Association for the Blind, China Blind Press.
The main drafters of this section. Yang Zhen, Feng Ming, Zhang Dong, Chen Chen, Wang Jing, Cao Cungen, Zhao Qingwei, Dai Xiaolan, Dong Zhenjiang, Zhao Gan, and Chen Yuhan.
Information Technology Intelligent Voice Interaction System
Part 3. Smart Customer Service
1 Scope
This part of GB/T 36464 specifies the terms and definitions, system framework, requirements, and test methods for the intelligent customer service speech interaction system.
This section applies to the design, development, application and testing of intelligent voice interactive systems in the field of smart customer service and related business platforms.
maintain.
2 Normative references
The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this article
Pieces. For undated references, the latest version (including all amendments) applies to this document.
GB/T 21023-2007 General Technical Specification for Chinese Speech Recognition System
GB/T 21024-2007 General Specification for Chinese Speech Synthesis System
GB/T 34145-2017 Chinese Voice Synthesis Internet Service Interface Specification
3 Terms and Definitions
The terms and definitions defined by GB/T 21024 and the following apply to this document. For ease of use, the following is a repeated listing of GB/T 21024
Some of the terms and definitions.
3.1
Customer service system customerservicesystem
The system in which companies provide customer service is traditionally done manually to complete customer service functions.
3.2
Intelligent customer service system inteligentcustomerservicesystem
It is composed of intelligence elements such as speech recognition, semantic understanding, intelligent search, speech synthesis, and some or all artificial intelligence technology elements.
Ability of customer service system.
3.3
Speech interaction system speechinteractionsystem
A system consisting of functional units (or combinations thereof), data resources, etc. that enables voice interactions with humans.
3.4
Speech recognition speechrecognition
The process of converting human voice signals into text or instructions.
[GB/T 21023-2007, definition 3.1]
3.5
Speech synthesis
The process of synthesizing human languages through mechanical and electronic methods.
[GB/T 21024-2007, definition 3.1]
...
