{"id":388539,"date":"2019-09-09T11:26:01","date_gmt":"2019-09-09T18:26:01","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/%e8%81%af%e7%b5%a1%e4%b8%ad%e5%bf%83%e4%b8%ad%e7%9a%84%e6%99%ba%e6%85%a7%e5%b0%88%e6%a1%88\/"},"modified":"2019-09-09T11:26:01","modified_gmt":"2019-09-09T18:26:01","slug":"%e8%81%af%e7%b5%a1%e4%b8%ad%e5%bf%83%e4%b8%ad%e7%9a%84%e6%99%ba%e6%85%a7%e5%b0%88%e6%a1%88","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e8%81%af%e7%b5%a1%e4%b8%ad%e5%bf%83%e4%b8%ad%e7%9a%84%e6%99%ba%e6%85%a7%e5%b0%88%e6%a1%88\/","title":{"rendered":"\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684\u667a\u6167\u5c08\u6848"},"content":{"rendered":"<p>\u6211\u60f3\u8207\u958b\u767c\u4eba\u54e1\u3001\u5ba2\u6236\u670d\u52d9\u7cfb\u7d71\u6574\u5408\u8005\u53ca\u5c08\u5bb6\u9032\u884c\u8a0e\u8ad6\uff0c\u4e26\u5206\u4eab\u4e00\u4e9b\u60f3\u6cd5\uff0c\u4ee5\u53ca\u5c07 Ai \u7684\u6240\u6709\u80fd\u91cf\u767c\u63ee\u5230\u73fe\u4ee3\u5ba2\u6236\u670d\u52d9\u67b6\u69cb\u7684\u591a\u7a2e\u53ef\u80fd\u6b77\u7a0b\u4e2d\u7684\u4e00\u500b\u3002<\/p>\n<p>\u9996\u5148\uff0c\u8b93\u6211\u5f37\u8abf\u4e00\u4e0b\uff0c&#8221;\u667a\u6167&#8221;\u7684\u6700\u7d42\u76ee\u6a19\u662f\u4ec0\u9ebc\uff1a<\/p>\n<p><em>\u300c\u667a\u6167\u578b\u6a5f\u5668\u4eba\u662f\u6578\u4f4d\u96fb\u8166\u6216\u96fb\u8166\u63a7\u5236\u7684\u6a5f\u5668\u4eba\u57f7\u884c\u901a\u5e38\u8207\u667a\u6167\u4eba\u76f8\u95dc\u7684\u4efb\u52d9\u7684\u80fd\u529b\u3002\u300d<\/em><\/p>\n<h2>Contact Center \u4e2d\u7684 AI<\/h2>\n<p>\u5728\u5ba2\u6236\u670d\u52d9 \uff08CC\uff09 \u74b0\u5883\u4e2d\uff0c\u4efb\u4f55 AI \u5143\u4ef6\u7684\u5176\u4e2d\u4e00\u500b\u4e3b\u8981\u76ee\u6a19\u662f\u652f\u63f4\u548c\u5354\u52a9\u5ba2\u670d\u4eba\u54e1\u5de5\u4f5c\uff0c\u751a\u81f3\u53ef\u80fd\u6703\u53d6\u4ee3\u5176\u4e2d\u4e00\u4e9b\u4ee3\u7406\uff0c\u56e0\u6b64\uff0c\u6211\u5011\u53ef\u4ee5\u81ea\u554f\u4eca\u5929\u8ddd\u96e2\u9019\u500b\u76ee\u6a19\u6709\u591a\u9060\uff1f \u6211\u4f86\u70ba\u5927\u5bb6\u7b54\u8986\uff0c\u5728\u9019\u88e1\u767c\u4f48\u4f86\u81ea Google \u7684\u6700\u65b0\u6f14\u793a\uff1a<\/p>\n<p><a href=\"HTTPs:\/\/www.youtube.com\/watch?v=D5VN56jQMWM\">Google \u96d9\u5de5\uff1a \u4eba\u5de5\u667a\u6167\u3002 \u52a9\u7406\u64a5\u6253\u672c\u5730\u516c\u53f8\u96fb\u8a71\u4f86\u7d04\u6703 &#8211; YouTube<\/a>  \u8981\u7d04\u6703\u55ce\uff1f \u96d6\u7136 Google \u96d9 <strong>\u5de5\u9084\u8655\u65bc\u555f\u52d5\u968e\u6bb5\uff0c\u4f46\u6211\u60f3\u5b83\u662f\u4e00\u7a2e\u591a\u5bec\u7684\u61c9\u7528\u7a0b\u5f0f\u7bc4\u570d\u4f4d\u65bc\u89d2\u843d\uff0c\u4e26\u4e14\u6211\u5011\u8ddd\u96e2\u4e0d\u592a\u9060\uff0c\u56e0\u70ba\u7531 AI<\/strong>  <strong><\/strong>\u5f15\u64ce\u63a7\u5236\u7684\u865b\u64ec\u4ee3\u7406\u80fd\u5920\u53d6\u4ee3\u8a31\u591a\u74b0\u5883\u4e2d\u7684\u771f\u5be6\u4ee3\u7406\uff0c\u7528\u81ea\u7136\u5c0d\u8a71\u53ca\u6d41\u7a0b\u53d6\u4ee3\u4eba\u985e\u76f8\u4e92\u4e4b\u9593\u4e00\u6a23\u3002<\/p>\n<blockquote>\n<p><em>\u300cGartner \u9810\u8a08\u5230 2020 \u5e74\uff0c10% \u7684\u4f01\u696d\u5c0d\u6d88\u8cbb\u8005\u7b2c\u4e00\u5c64\u7d1a\u53c3\u8207\u8acb\u6c42\u5c07\u88ab VAS&#8230;\u4eca\u5929\u9084\u4e0d\u5230 1%&#8230;.\u300d<\/em><\/p>\n<\/blockquote>\n<p><strong>Google \u96d9\u5de5\u81ea\u7136<\/strong>  \u6280\u8853 \u9019\u500b\u6709\u8da3\u7684\u5c08\u6848\uff0c\u5176\u4e2d\u9818\u5148\u7684\u64ad\u653e\u5de5\u5177\uff08\u4f8b\u5982 Cisco <strong>\uff08<a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/cognitive-collaboration-solutions.html?ccid=cc001100\">Cisco\uff09<\/a>  <\/strong>   <strong><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u5354\u540c\u5408\u4f5c\u89e3\u6c7a\u65b9\u6848\uff09\u5c07\u80fd\u5920\u6210\u70ba\u5176 Contact Center<\/a> <\/strong>\u67b6\u69cb\u7684\u4e00\u7a2e\u512a\u52e2\uff0c\u8207 Google Duplex \u7684\u5de5\u4f5c\u65b9\u5f0f\u76f8\u95dc\u3002 \u5b83\u57fa\u672c\u4e0a\u662f\u7531 3 \u500b\u5efa\u7bc9\u5340\u584a\u6240\u7d44\u6210\uff1a<\/p>\n<ol>\n<li><strong>\u50b3\u5165\u7684\u97f3\u8a0a\u9032\u5165\u81ea\u52d5\u8a9e\u97f3\u8fa8\u8b58 \uff08ASR\uff09\uff0c<\/strong> \u80fd\u5920\u5c07\u97f3\u8a0a\u7ffb\u8b6f\u70ba\u6587\u5b57<\/li>\n<li><strong>\u9031\u671f\u6027\u5c0f\u9375\u76e4\u7db2\u8def \uff08RNN\uff09 <\/strong>\u6839\u64da\u8f38\u5165\u6587\u5b57\u7de8\u8f2f\u6587\u5b57\u56de\u7b54<\/li>\n<li><strong>\u5176\u4ed6\u8f38\u5165\uff0c\u6700\u5f8c\u4e00\u500b\u6587\u5b57\u8f49\u8a9e\u97f3 \uff08TTS\uff09 \u4f7f\u7528\u8a9e\u97f3\u8655\u7406\u6280\u8853 \uff08Wavenet\uff09<\/strong> \u5c07\u56de\u7b54\u8f49\u63db\u56de\u97f3\u983b\u4e2d<\/li>\n<\/ol>\n<p><a href=\"HTTPs:\/\/alln-extcloud-storage.cisco.com\/ciscoblogs\/5c0fb850f3d25.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-270013 size-full\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/ciscoblogs\/5c0fb850f3d25.png\" alt=\"\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684\u667a\u6167\u667a\u6167\u9ad4\u9a57\" width=\"675\" height=\"322\" \/><br \/>\n<\/a>\u5c0d\u65bc\u8655\u7406\u5ba2\u6236\u670d\u52d9\u7684\u5ba2\u6236\uff0c\u6b64\u985e\u67b6\u69cb\u5982\u4f55\u975e\u5e38\u9069\u5408\u63d0\u4f9b\u96fb\u8a71\u884c\u92b7\u6d3b\u52d5\u5916\u50b3\u7684\u806f\u7d61\u4e2d\u5fc3\u76f8\u7576\u6e05\u6670\uff1a \u9019\u662f Google \u5df2\u7d93\u5c07\u8a72\u6280\u8853\u8207 Google \u52a9\u7406\u7d50\u5408\u5b9a\u4f4d\u7684\u65b9\u6cd5\u3002<\/p>\n<p>\u9019\u662f\u7531\u524d\u7aef\u6587\u5b57\u63d0\u4f9b\u7d66\u97f3\u8a0a\u8f49\u63db\u5668\u7684\u6539\u9032\u529f\u80fd\u4e4b\u4e00\uff0c\u7cfb\u7d71\u7684\u667a\u6167\u4f4d\u65bc\u9031\u671f\u6027\u7de8\u8f2f\u7db2\u8def \uff08RNN\uff09\u4e2d\uff0c\u80fd\u5920\u5206\u6790\u8f38\u5165\u6587\u5b57\u548c\u5167\u5bb9\u3001\u77ad\u89e3\u8f38\u5165\u6587\u5b57\u4e26\u7de8\u8f2f \u5be6\u6642 \u4e2d\u7684\u6587\u5b57\u56de\u7b54\uff0c\u5be6\u969b\u5730\u6a21\u64ec\u4eba\u985e\u8907\u96dc\u7684\u884c\u70ba\u8207\u6d41\u7a0b\u3002<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-270015 alignright\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/ciscoblogs\/5c0fb9f3dd1a9.png\" alt=\"\" width=\"329\" height=\"222\" \/>CC \u4e2d\u4eca\u5929\u4f7f\u7528\u5927\u591a\u6578\u7684\u804a\u5929\u6a5f\u5668\u4eba\u751a\u81f3\u4e0d\u63a5\u8fd1\u6b64\u65b9\u6cd5\uff0c\u56e0\u70ba\u4ed6\u5011\u4ee5\u50b3\u7d71\u65b9\u5f0f\u57f7\u884c\u5c0d\u8a71\u7ba1\u7406\uff0c\u4f7f\u7528\u67d0\u4e9b\u898f\u5247\u7ba1\u7406\u6d41\u7a0b\uff0c\u985e\u4f3c\u4e8e\u8907\u96dc\u7684 IVR\uff0c\u4ed6\u5011\u9762\u5c0d\u81ea\u7136\u8a9e\u8a00\u7684\u8907\u96dc\u6027\u3002 \u96d9\u5de5\uff08\u8fd1\u6d41\uff09\u6216\u5176\u4ed6\u89e3\u6c7a\u65b9\u6848\uff0c\u4f8b\u5982 AI \u958b\u767c\u4eba\u54e1\uff08Rai Core\uff09\u4e2d\u7684\u958b\u653e\u6e90\u793e\u7fa4\uff0c\u6b63\u5728\u63a1\u7528\u52a0\u7ba1\u7db2\u8def\uff0c\u6839\u64da\u7279\u5b9a\u74b0\u5883\u9032\u884c\u9069\u7576\u8a13\u7df4\u548c\u8abf\u6574\uff0c\u4ee5\u63d0\u4f9b\u81ea\u5982\u7684\u81ea\u7136\u5c0d\u8a71\u7ba1\u7406\u3002 RNN \u9700\u8981\u8a13\u7df4\uff0c\u9019\u662f\u5728\u96d9\u5de5\u60c5\u6cc1\u4e0b\uff0c\u4e8e\u7279\u5b9a\u74b0\u5883\u4e2d\u4f7f\u7528\u5927\u91cf\u96fb\u8a71\u4ea4\u8ac7\u8cc7\u6599\uff0c\u4ee5\u53ca\u4f86\u81ea\u97f3\u8a0a\u53ca\u5c0d\u8a71\u8a18\u9304\u7684\u529f\u80fd\u3002<\/p>\n<h2>Contact Centers \u4e2d\u7684 CISCO \u548c AI<\/h2>\n<p>\u5982\u4e0a\u6240\u8ff0\u7684\u4e00\u4e9b\u7368\u7279\u65b9\u6cd5\u4f7f\u9019\u4e9b\u4f9b\u61c9\u5546\u7684\u5ba2\u6236\u670d\u52d9\u89e3\u6c7a\u65b9\u6848\u80fd\u5920\u975e\u5e38\u5275\u65b0\u4e14\u88ab\u7406\u89e3\uff0c\u7279\u5225\u662f\u7576\u6709\u57fa\u790e\u3001\u7a69\u5b9a\u4e14\u53ef\u9760\u7684\u67b6\u69cb\u65b9\u6cd5\u4f5c\u70ba\u57fa\u790e\u6642\u3002 \u53bb\u5e74<strong> <a href=\"HTTPs:\/\/newsroom.cisco.com\/press-release-content?type=webcontent&#038;articleId=1936808\">\uff0c<\/a><\/strong> Cisco \u5ba3\u4f48\u8207 Google \u7d50\u6210\u5408\u4f5c\u5925\u4f34\uff1a<\/p>\n<p><em>\u300c\u70ba\u5ba2\u670d\u4e2d\u5fc3\u5ba2\u670d\u4eba\u54e1\u63d0\u4f9b\u589e\u5f37 AI \u7684\u5354\u52a9\uff0c\u4ee5\u4fbf\u4ed6\u5011\u53ef\u4ee5\u66f4\u5feb\u66f4\u597d\u5730\u56de\u7b54\u554f\u984c\u3002 &#8230;.\u6211\u5011\u5c07\u65b0\u589e Google Intelligence \uff08AI\uff09 \u81f3 Cisco \u5ba2\u6236\u5168\u7a0b\u9ad4\u9a57\u89e3\u6c7a\u65b9\u6848 &#8230; Contact Center AI \u662f\u4e00\u7a2e\u7c21\u55ae\u3001\u5b89\u5168\u4e14\u9748\u6d3b\u7684\u89e3\u6c7a\u65b9\u6848\uff0c\u53ef\u8b93\u5177\u6709\u6709\u9650\u6a5f\u5668\u5b78\u7fd2\u5c08\u9577\u7684\u4f01\u696d\u5728\u806f\u7d61\u4e2d\u5fc3\u90e8\u7f72 AI\u3002 AI \u6703\u81ea\u52d5\u70ba\u5ba2\u670d\u63d0\u4f9b\u76f8\u95dc\u6a94\uff0c\u4ee5\u8aac\u660e\u5f15\u5c0e\u4ea4\u8ac7\u4e26\u6301\u7e8c\u5b78\u7fd2\uff0c\u4ee5\u4fbf\u96a8\u8457\u6642\u9593\u63d0\u4f9b\u66f4\u70ba\u76f8\u95dc\u7684\u8cc7\u8a0a\u3002 Google \u7684\u5f37\u5927 AI \u529f\u80fd\u8207 Cisco \u5de8\u5927\u7684\u5168\u7403\u63a5\u89f8\u7bc4\u570d\u76f8\u7d50\u5408\uff0c\u53ef\u986f\u8457\u589e\u5f37\u516c\u53f8\u8207\u5ba2\u6236\u4e92\u52d5\u7684\u65b9\u5f0f\u3002\u300d<\/em><\/p>\n<p>\u6574\u500b AI \u7684\u65b0\u6a21\u578b\u9700\u8981\u9032\u4e00\u6b65\u601d\u8003\uff1a<\/p>\n<ol>\n<li>\u5927\u90e8\u5206 AI \u6280\u8853\u662f OPEN SOURCE <strong>   <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/cognitive-collaboration-solutions.html?ccid=cc001100\">\uff0c\u56e0\u6b64\u5176\u50f9\u503c\u4e26\u975e\u5728\u7a0b\u5f0f\u78bc\u672c\u8eab\uff0c\u800c\u662f\u4ee5\u5546\u696d\u89e3\u6c7a\u65b9\u6848\u7684\u4e00\u90e8\u5206\u65b9\u5f0f\u5be6\u73fe\uff0c\u4ee5\u6eff\u8db3\u5ba2\u6236\u9700\u6c42\uff0c\u5c24\u5176\u662f\u57fa\u65bc\u67b6\u69cb\u65b9\u6cd5\uff08\u4f8b\u5982 Cisco \u5728\u4f7f\u7528 Cisco \u63d0\u4f9b\u67b6\u69cb\u65b9\u5f0f\u6642\uff09\u3002<\/a><br \/>\n<\/strong><\/li>\n<li>\u4e0a\u8ff0\u8981\u9ede\u9032\u4e00\u6b65\u88ab\u5efa\u7acb\u901a\u7528 AI \u89e3\u6c7a\u65b9\u6848\u9019\u4e00\u4e8b\u5be6\u6240\u9a45\u52d5\uff0c\u56e0\u70ba\u5b83\u7e3d\u662f\u9700\u8981\u6839\u64da\u5ba2\u6236\u6216\u5176\u4ed6\u5ba2\u6236\u7684\u7279\u5b9a\u74b0\u5883\u9032\u884c\u81ea\u8a02\u3002 \u4f7f\u7528\u6848\u4f8b\u8b8a\u66f4\u53ca\u5275\u65b0\u901f\u5ea6\u53ef\u80fd\u5feb\u4e8e\u884c\u52d5\u88dd\u7f6e\u4e16\u754c\uff0c\u56e0\u6b64\u5f88\u96e3\u900f\u904e\u96c6\u4e2d\u5f0f\u7684\u50b3\u7d71 R&#038;D \u9032\u884c\u7ba1\u7406\u3002\u9019\u66f4\u70ba\u9069\u5408\u7531\u958b\u767c\u4eba\u54e1 <strong>\u3001\u7cfb\u7d71\u6574\u5408\u8005\u53ca\u696d\u52d9\u5c08\u5bb6\uff08\u4f8b\u5982 Cisco \u751f\u614b\u7cfb\u7d71\uff09\u6240\u69cb\u5efa\u7684\u793e\u7fa4\u65b9\u5f0f<\/strong>\u3002<\/li>\n<li>\u800c\u4e0d\u662f\u7de8\u78bc AI \u8edf\u9ad4\uff0c\u6210\u529f\u56e0\u7d20\u662f\u4f9b\u61c9\u5546\uff08\u4f8b\u5982 Cisco\uff09\u80fd\u5920\u5229\u7528\u7531\u751f\u614b\u7cfb\u7d71\u5408\u4f5c\u5925\u4f34\u3001\u7cfb\u7d71\u6574\u5408\u8005\u53ca\u5ba2\u6236\u5c08\u5bb6\u6240\u5efa\u7acb\u7684\u74b0\u5883\u4f86\u570d\u7e5e\u548c\u8c50\u5bcc\u6838\u5fc3 Customer Care \u67b6\u69cb\u7522\u54c1\u3002<\/li>\n<\/ol>\n<p>\u751f\u614b\u7cfb\u7d71\u5408\u4f5c\u5925\u4f34\u7684\u53ef\u7528\u6027\u3001\u80fd\u5920\u5c01\u88dd\u7279\u5b9a CONVERSATIONAL \u5f15\u64ce\uff08\u5c08\u9580\u7528\u65bc\u67d0\u4e9b\u74b0\u5883\uff09\u4ee5\u53ca\u6574\u5408\u8005\u7684\u89d2\u8272\uff08\u80fd\u5920\u5c07\u9019\u4e9b\u5f15\u64ce\u7d44\u5408\u5230 Cisco Customer Care \u67b6\u69cb\u4e2d\u4ee5\u6eff\u8db3\u5ba2\u6236\u9700\u6c42\uff09\u662f\u672a\u4f86 AI \u9769\u547d\u4e2d CISCO \u7684\u95dc\u9375\u7af6\u722d\u512a\u52e2\u3002<\/p>\n<p>\u00a0<\/p>\n<blockquote><p><a href=\"HTTPs:\/\/web.cvent.com\/event\/fc2d29fc-8a67-4acb-af8f-24a07a10af32\/websitePage:9df928be-781e-45f4-a497-872578b2c051\"><br \/>\n  <strong>\u5728\u842c\u91cc\u6e56\u4e2d\uff0c\u4e0d\u8981\u932f\u904e\u7b2c 10 \u6b21\u601d\u79d1\u806f\u7d61\u4e2d\u5fc3\u5e74\u6703\u00a0<\/strong><br \/>\n<\/a><\/p><\/blockquote>\n<p>\u00a0<\/p>\n<hr \/>\n<p>\u8acb\u62dc\u8a2a Cisco <a href=\"HTTPs:\/\/www.webex.com\/contact-center.html\">Contact Center<\/a> \uff0c\u77ad\u89e3\u5982\u4f55\u5efa\u7acb\u51fa\u8272\u7684\u5ba2\u6236\u9ad4\u9a57\uff0c\u8b93\u5ba2\u6236\u4e0d\u65b7\u56de\u4f86\u77ad\u89e3\u66f4\u591a\u3002<\/p>\n<p><strong>\u77ad\u89e3\u66f4\u591a\u8cc7\u8a0a\uff1a<\/strong><\/p>\n<ul>\n<li><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cognitive-contact-center\"><br \/>\n  <strong>\u5ba3\u4f48\u63a8\u51fa\u65b0\u7684\u7ba1\u7406\u4e2d\u5fc3\u8207\u5354\u4f5c\u806f\u7d61\u4e2d\u5fc3<\/strong><br \/>\n<\/a><\/li>\n<li><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/contact-centers-customer-experiences\"><br \/>\n  <strong>\u6539\u8b8a\u5ba2\u670d\u4e2d\u5fc3\u53ca\u5ba2\u6236\u9ad4\u9a57\u7684\u672a\u4f86<\/strong><br \/>\n<\/a><\/li>\n<li><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-google-ai\"><br \/>\n  <strong>Cisco Contact Center \u5728 Google Cloud Next Conference \u4e0a\u57f7\u884c\u4e2d<\/strong><br 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