Summary

The intelligent customer service system (ICSS) can provide more convenient, efficient, and stable services for users through the application of artificial intelligence (AI) technologies such as speech recognition, text to speech and natural language processing. There is value therefore in improving and evaluating the intelligence levels of the intelligent customer service system. Recommendation ITU-T F.746.16 specifies the requirements and methods for evaluating the system intelligence of intelligent customer service systems through four aspects which are; the basic functions, the core technologies of AI, the system maturation and the service experience.