重塑客服中心：智能关怀，实现卓越客服体验

上世纪九十年代，是通过传统呼叫中心软件，以电话沟通为主的硬交换技术模式；

二十一世纪初始，互联网开始普及，基于软交换技术的PC 网页端在线客服开始大范围应用，配合传统客服软件进一步完善了呼叫中心的运营能力；

2010 年，基于云计算技术、SaaS 的云呼叫中心以及云客服软件开始进入市场。在深度学习算法的带动下，客服机器人也应运而生，进入了商业化应用时代。

In the 1990s, it was a hard-switching technology model based on telephone communication through traditional call center software;

At the beginning of the 21st century, the Internet began to spread, and PC web-based online customer service based on softswitch technology began to be applied on a large scale, and the operation of the call center was further improved with traditional customer service software;

In 2010, cloud call centers based on cloud computing technology, SaaS, and cloud customer service software began to enter the market. Driven by deep learning algorithms, customer service robots have also emerged and entered the era of commercial applications.