1 Scope
2 References
3 Definitions
3.1 Terms defined elsewhere
3.2 Terms defined in this Recommendation
4 Abbreviations and acronyms
5 Conventions
6 Architecture overview
7 Intelligence levels of ICSS
8 Basic functions of ICSS
8.1 Multi-channel management
8.2 Multi-media message interaction
8.3 Intelligent dialogue
8.4 Identity recognition
8.5 Knowledge base management
8.6 Work order management
8.7 Human-machine collaboration
8.8 Abnormal session management
9 Artificial intelligence core technical ability of ICSS
9.1 Speech recognition
9.2 Text to speech
9.3 Single-round dialogue
9.4 Multi-round dialogue
9.5 Knowledge graph
9.6 Multilingual interaction
9.7 Optical character recognition
9.8 Picture content recommendation
10 ICSS system maturity
10.1 Data visibility
10.2 Usability
10.3 Reliability
10.4 Security
10.5 Maintainability
10.6 Auditability
11 Service experience of enterprises
11.1 Data access ability
11.2 Human intervention ability
11.3 Emotional pacification ability
11.4 Assistant service ability
11.5 Customer satisfaction