大模型在证券公司智能客服领域的应用初探

基于大模型的智能客服搭建 基于大模型与智能体的新一代智能客服系统,正在重构企业服务价值链。从成本优化到价值创造,从流程自动化到决策智能化,技术赋能下的客户服务正在成为企业数字化转型的战略支点。展望未来,随着认知智能与具身智能的深度融合,智能客服将进化为企业的"首席体验官",在客户经营、价值挖掘、生态构建中释放更大潜能。 阅读详情

在证券行业,智能客服已成为提升客户体验、提高服务效率以及扩大市场覆盖面的重要手段。智能客服不仅需要具备快速响应的能力,其应答还应能覆盖广泛的业务领域,且需具有较高的准确率。近年来,AI技术飞速发展,尤其是大规模预训练模型(以下简称“大模型”)的出现,为智能客服的优化和升级提供了新的可能性。如何在实际应用中有效利用大模型的强大能力,以提升智能客服的运营质量和效率,是业界关注的热点问题。

为了应对传统智能客服面临的上述挑战,本文提出一种创新的“大模型+小模型”的融合应用模式。证券公司的实践表明,该混合模式能够有效提升知识训练师的运营工作效率,并可显著扩大智能客服的业务覆盖范围,提高智能客服的应答质量。

一、传统智能客服的

内容运营模式

在传统的智能客服运营过程中,证券公司普遍采用基于小模型的算法模式,并采用自然语言处理(NLP)算法模型,如BERT等,通过较小的训练样本集来实现基础的智能应答功能。在这种小模型模式下,知识训练师是一个关键角色,他们需要不断地进行内容创作、知识验证以及相似问题的扩展,以提高特定业务范围内的智能应答准确率。

传统智能客服内容运营包括以下流程(如图1所示):一是从证券监管机构、行业自律组织以及证券公司自身的业务规则中提取常见问题解答(Frequently Asked Questions,FAQ),并对其中的专业词汇进行系统整理,确保智能客服的知识库符合行业标准和术语规范;二是为了确保智能客服应答的高准确率,内容审核环节采用多人协作方式,涵盖内容的导入和复核,以确保知识库中的信息准确无误;三是基于标准FAQ的意图,生成语义相同但表达方式不同的多种提问方式,以匹配用户多样化的表达习惯;四是将上述生成的语料内容纳入知识库,并通过人工智能训练,使智能客服能够理解和回应相应的语义;五是鉴于业务和文本内容的相似性,对存在歧义的语料进行二次判断,以确定其归属到特定的FAQ类别。

图片

图1 传统智能客服内容运营流程

在小模型模式下,知识训练师面临的内容运营任务尤为繁重,他们不仅需要具备丰富的证券业务知识和高超的文字编辑技巧,还需要从复杂的政策法规和业务规则中挖掘出高价值的FAQ。此外,知识训练师还需自行创作或从用户互动中提炼每个FAQ的相似问题,并持续对现有内容进行歧义优化。考虑到证券行业业务规则更新迅速、时效性强的特点,知识训练师还需不断关注和调整FAQ内容以适应新的业务规范。智能客服的服务质量在很大程度上取决于知识库中业务知识范围的广度、语料库中语料的丰富程度以及运营更新速度,而这些关键指标的质量主要由知识训练师的专业水平所决定。

二、“大

多测师肖sir_高级金牌讲师_数据库之存储练习题(8.13.1) 实验 一、 实验要求: 理解存储过程的概念 掌握存储过程的语法格式、使用方法 掌握存 储过程的创建、执行 二、实验前提: – drop table if exists student; – Create table student – (Id varchar(255), #学号 – Name varchar(255), #姓名 – Roomid varchar(255), #班级 – Sex char(1), #性别 – Degree varchar(3) );#成绩; Insert into stud 阅读详情

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