电商平台智能客服的适老化升级方案——增设方言语音识别功能的可行性探析

Aging Upgrading Solution for Intelligent Customer Service of E-Commerce Platform—Feasibility Analysis of Adding Dialect Speech Recognition Function

摘要: 随着数字经济的发展及老龄化社会的到来，作为日渐庞大的消费群，“银发族”已然成为电商消费市场的新的发力点。方言使用与平台标准话交互之间发生的矛盾现象会不断阻碍老年人实现有效数字融入的进程，在此基础上，本文提出关于智能化适老性升级改造中对平台智能客服的“银发族”改造升级的设想，并对其进行基于用户需求、技术、政策及商业等方面的可施行性的详细探讨。

Abstract: Under the background of the double acceleration of the digital economy and aging society, the market value of “silver-haired people”, as the new increment in the consumption of e-commerce, is becoming more and more prominent. However, the conflict between the use of dialect and the standardized interaction of platforms is becoming an interactive barrier to the digital integration of many elderly groups. This paper focuses on the aging upgrade of intelligent customer service, proposes the aging upgrade program of dialect speech recognition for intelligent customer service, and systematically explores its feasibility from four aspects, namely, user demand, technology, policy and business.