GB/T 36464.3-2018Information technology—Intelligent speech interaction system—Part 3: Intelligent customer service (English PDF)
信息技术 智能语音交互系统 第3部分：智能客服
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
June 7, 2018
Implementation date
January 1, 2019
Scope
GB/T 36464.3-2018 is the English-translated version of 信息技术 智能语音交互系统 第3部分：智能客服.
GB/T 36464.3-2018 is Part 3 of the Chinese series on intelligent speech interaction systems and deals with intelligent customer service. It sets out the terms, the system framework, the requirements and the test methods for speech interaction systems used in customer service.
The framework distinguishes complete and partial voice interaction systems, and the requirements cover system categories, the display of interaction results, voice endpoint detection, interaction response time, and basic and extended requirements.
The test methods deal with test data preparation, the test procedure and the test conclusion. It applies to the design, development, application, testing and maintenance of such systems and related business platforms. It was issued on 7 June 2018 and has applied since 1 January 2019.
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Document preview — GB/T 36464.3-2018
National Standard of the People's Republic of China
- ICS
- 35.240.01
- Classification
- L 77
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Preface
- 1 Scope
- 2 Normative references
- 3 Terms and Definitions
- 4 System Framework
- 4.1 Overview
- 4.2 Complete Voice Interaction System
- 4.3 Some Voice Interaction Systems
- 5 Request
- 5.1 Overview
- 5.2 Smart Customer Service Voice Interaction System Category
- 5.3 Smart Customer Service Voice Interaction Result Display
- 5.4 Voice Endpoint Detection
- 5.5 Interaction Response Time
- 5.6 Basic Requirements
- 5.7 Extension Requirements
- 6 Test Method
- 6.1 Overview
- 6.2 Test Data Preparation
- 6.3 Test Method
- 6.4 Test Conclusion
Foreword
GB/T 36464 "Information Technology Intelligent Voice Interactive System" is intended to be divided into the following sections.
--- Part 1. General specifications;
---Part 2. Smart Home;
--- Part 3. Smart Customer Service;
--- Part 4. Mobile Terminals;
--- Part 5. Vehicle Terminals;
This part is part 3 of GB/T 36464.
This section was drafted in accordance with the rules given in GB/T 1.1-2009.
1 Scope
This part of GB/T 36464 specifies the terms and definitions, system framework, requirements, and test methods for the intelligent customer service speech interaction system.
This section applies to the design, development, application and testing of intelligent voice interactive systems in the field of smart customer service and related business platforms. maintain.
2 Normative references
The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this document. For undated references, the latest version (including all amendments) applies to this document.
GB/T 21023-2007 General Technical Specification for Chinese Speech Recognition System
GB/T 21024-2007 General Specification for Chinese Speech Synthesis System
GB/T 34145-2017 Chinese Voice Synthesis Internet Service Interface Specification
3 Terms and Definitions
The terms and definitions defined by GB/T 21024 and the following apply to this document. For ease of use, the following is a repeated listing of GB/T 21024 Some of the terms and definitions.
3.1 Customer service system
The system in which companies provide customer service is traditionally done manually to complete customer service functions.
3.2 Intelligent customer service system
It is composed of intelligence elements such as speech recognition, semantic understanding, intelligent search, speech synthesis, and some or all artificial intelligence technology elements. Ability of customer service system.
3.3 Speech interaction system
A system consisting of functional units (or combinations thereof), data resources, etc. that enables voice interactions with humans.
3.4 Speech recognition
The process of converting human voice signals into text or instructions. [GB/T 21023-2007, definition 3.1]
3.5 Speech synthesis
The process of synthesizing human languages through mechanical and electronic methods. [GB/T 21024-2007, definition 3.1]
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
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Related Standards
GB/T 21023-2007 — Chinese speech recognition system common technical specifications
GB/T 21024-2007 — General specification of Chinese speech synthesis system
GB/T 34145-2017 — Specification of programming interface for Chinese speech synthesis internet service
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GB/T 36464.3-2018
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