Research and Practice on the Intelligence of Customer Service Work Orders in China Telecom

With the widespread application of intelligent technology, the digital operational efficiency and customer service experience perception of call centers have become the key to improvement. China Telecom has conducted research and practice on the automation of call center work order processing and intelligent service, aiming to achieve automation of customer service production and intelligent service through technical means such as automatic generation of work order standard templates, intelligent input, and intelligent attribute marking. This study focuses on the production processes of standardized work order creation, intelligent input, attribute marking, and quality inspection. By introducing technologies such as intelligent speech recognition, natural language processing (NLP), and robotic process automation (RPA), the efficiency and quality of work order processing have been improved. The application results show that this study significantly improves the speed and accuracy of work order processing, optimizes the service quality inspection process, and effectively enhances the customer service experience.