T/ISC 0032—2023
电子商务智能客服系统技术要求 Technical requirements for intelligent customer service system in E-commerce
标准资料状态Standard Status
基本信息Basic Information
标准编号Standard No.
T/ISC 0032—2023
标准名称Standard Title
电子商务智能客服系统技术要求Technical requirements for intelligent customer service system in E-commerce
发布日期Publication Date
2023-06-12
实施日期Implementation Date
2023-07-12
标准阶段Stage
标准发布Released
英文名称English Title
Technical requirements for intelligent customer service system in E-commerce
起草人Drafters
王文举、陈云、李静、落红卫、卢苑、谷晨、郭宏磊、刘孝章、余亮罡、谢旻杰、郭万红、贺静、傅山、冯娜、吴友政、林峰、薛峰、林冠辰、陈星、谢江。
Wang Wen Ju, Chen Yun, Li Jing, Luo Hong Wei, Lu Yuan, Gu Chen, Guo Hong Lei, Liu Xiao Zhang, Yu Liang Gang, Xie Min Jie, Guo Wan Hong, He Jing, Fu Shan, Feng Na, Wu You Zheng, Lin Feng, Xue Feng, Lin Guan Chen, Chen Xing, Xie Jiang.
起草单位Drafting Unit
北京快手科技有限公司、中国信息通信研究院、京东科技信息技术有限公司、北京京东尚科信息技术有限公司、浙江大学、蚂蚁科技集团股份有限公司、杭州安恒信息技术股份有限公司、上海观安信息技术股份有限公司。
Beijing Kuaishou Technology Co., Ltd., China Academy of Information and Communications Technology, JD Technology Information Technology Co., Ltd., Zhejiang University, Ant Group Co., Ltd., and participating enterprises.
标准范围Scope
本文件确立了电子商务智能客服系统框架，描述了服务流程，规定了系统配置和知识库的技术要求、安全要求以及评价指标。本文件适用于电商智能客服系统的设计、开发和运营。
This document establishes the framework of an intelligent customer service system for e-commerce, describes service processes, and specifies technical requirements for system configuration and knowledge bases, security requirements, and evaluation indicators. It applies to the design, development, and operation of e-commerce intelligent customer service systems.