知识库(Knowledge Base)是一种商业应用软件,也称为专家系统,可以帮助客户分析和解决某一(或某些)领域的问题。它包含了诸如问题分析和解决等功能。知识库作为邮政客服中心重要的业务支撑平台,其主要作用是提高来电处理效率、统一业务处理流程、保持信息界面的一致性、与业务培训形成互补并有效缩短培训周期等。随着邮政业务的复杂程度越来越高,加之客服中心客服代表的流动和更 The Knowledge Base is a business application, also known as an expert system, that helps clients analyze and solve problems in one (or some) domain. It includes features such as problem analysis and resolution. As an important business support platform for Post Customer Service Center, the main function of the knowledge base is to improve the processing efficiency of incoming calls, unify the business process, maintain the consistency of information interface, complement each other with business training and shorten the training cycle. With the increasing complexity of postal services, coupled with the flow of customer service representatives and customer centers