According to the characteristics of China mobile customer service’s knowledge website

SMS and other self-service channels

we study thoroughly customers’ language features and recognize the semantic of customers’ natural language expression. On this basis

we make a wise matching between the customer questions and answers

and can reply customer’s question correctly based on the service scenarios’ characteristics. Build a China Mobile customer service knowledge classifi cation system

which is used to provide data support for intelligent customer service; Research and implement an intelligent response system

which is used to understand users’ intent

reply to the users’ questions precisely

and recommend timely related issues to the user to enhance the users’ satisfaction