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题名	在线客服系统中关键技术的应用研究; Research and Application of Several Key Technologies in Online Customer Service System
作者	吴爱华
答辩日期	2014 ; 2013
导师	董槐林
关键词	在线客服 Lucene 全文检索 Online Customer Service Lucene Full-Text Search
英文摘要	随着科技的快速发展及社会的进步，各个行业的竞争日趋激烈。在这种形势下，各企业如何不断提高自身的服务质量，增强企业的竞争优势，创造企业的服务品牌为当务之急。而随着各企业新业务需求的不断增加，业务复杂度的逐渐增强，用户量的持续攀升，各企业的客户服务部门承受着巨大的压力。现有的服务模式应对方式单一，造成人工服务渠道过于拥挤，导致呼叫拥塞，服务难以满足用户的需求，降低了客户服务满意程度。因此，需要一种利用计算机自动应答的手段来解决问题。在线客服系统有利于解答客户简单、重复的问题，加快客服响应速度，扩大系统接入容量，提高人工客服效率。而计算机技术的发展及自然语言处理能力的不断提高，使得在线客服系统的实现变为可能。 Lucene作为Apache软件基金会的一个顶级项目，是一个纯Java语言实现的开放源代码的全文检索引擎工具包。虽然Lucene不是一个完整的全文检索引擎，但可以通过遵循Lucene的框架规范，扩展Lucene的功能，即可在目标系统中实现全文检索的功能，或者是以此为基础建立起完整的全文检索引擎。 本文设计并实现了基于Spring+Hibernate+Lucene的在线客服系统。论文简要介绍了系统开发使用到的技术，详细分析了全文检索开发工具包Lucene及中文分词的相关理论及其常用算法。接着概述了在线客服系统的功能性和非功能性需求。然后探讨在线客服系统开发的关键技术，结合系统需求及已有的全文检索技术，给出了适合本系统开发的检索技术，并研究了系统开发中使用到的二级缓存技术。最后阐述了系统的实现过程及相关技术。; With the development of science and technology and the progress of the society, competition in industries is higher than ever. Under such situation, how to improve their quality of service, enhance the competitive advantage, create the service brand became an important issue for companies. But with the increasing of the new business, and the gradual increase of the complexity of the business, and the rising amount of users, the customer service departments are under enormous pressure. The current single models in dealing with customer service have caused man-service channels to be overcrowded which results in call congestion and reducing users' satisfaction with customer service. So there is an urgent need of using computer automated responds to solve the problem. The online customer service system is better for answering the simple and repetitive questions, and can greatly speed up customer service time, expand system access capacity, and improve the efficiency of customer service. As a top-level project of the Apache Software Foundation, Lucene is an open source full-text search engine toolkit based on java. Lucene is not a complete full-text search engine, but by following the specification of Lucene, we can extend Lucene functionality, and implement full-text search function in the target system, or establish a full text search engine. This dissertation designs and implements online customer service system. This dissertation introduces system related technologies, and analysises Lucene and the Chinese word segmentation and its common algorithms in detail. Second, This dissertation introduces the functional and non-functional requirements of this system. Then this dissertation investigates the key technologies of this system, combined with the system and existing full-text search technology, gives a suitable search technology for this system, and discusses secondary cache technology used in this system. Finally, this dissertation describes the system implementation process.; 学位：工程硕士; 院系专业：软件学院_软件工程; 学号：24320101152262
语种	zh_CN
出处	http://210.34.4.13:8080/lunwen/detail.asp?serial=41370
内容类型	学位论文
源URL	[http://dspace.xmu.edu.cn/handle/2288/77886]
专题	软件学院－学位论文
推荐引用方式 GB/T 7714	吴爱华. 在线客服系统中关键技术的应用研究, Research and Application of Several Key Technologies in Online Customer Service System[D]. 2014, 2013.

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