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| AI赋能科技类学术期刊：基于腾讯元器与微信公众平台的智能体客服构建实践与成效检验 |
| AI-enabled scientific journals: Construction and effect verification of intelligent agent customer service based on Tencent MetaX and WeChat Official Account |
| 投稿时间：2026-03-31 修订日期：2026-07-25 |
| DOI： |
| 中文关键词: 学术期刊 智能体客服 数智化转型 智慧办刊 人机协同 |
| 英文关键词: academic journals intelligent agent service digital and intelligent transformation intelligent journal operation human-machine collaboration |
| 基金项目:中央高校基本科研业务费专项资金-高校科技期刊学术影响力提升路径研究（O25JBZX00020） |
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| 摘要点击次数: 31 |
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| 中文摘要: |
| 在出版业数智化转型背景下，学者作为期刊的核心资源，其服务体验直接决定期刊学术竞争力。本文以科技类学术期刊为实践载体，依托腾讯元器搭建基于微信公众平台的智能体客服，并以8周为统计周期，从服务效能、业务优化、学者体验多维度开展实证检验。研究发现：非工作时间段咨询占比为44.6%，投稿前与录用后咨询占比81%，整体回复准确率达90%；学者对期刊设置智能体客服的必要性认同度达96.13%，综合满意度达83.87%。结果表明，智能体客服以服务前置、延伸服务深度的模式优化了期刊的学者服务。研究可为科技类学术期刊低成本、可复制落地智能体客服建设提供实践范式，助力期刊实现从被动咨询向主动知识服务的数智化转型。 |
| 英文摘要: |
| Against the backdrop of digital-intelligent transformation in the publishing industry, scholars constitute the core resource of academic journals, and their service experience directly determines journals’ academic competitiveness. Taking scientific and technological academic journals as the research practice carrier, this paper builds an intelligent agent customer service system on the WeChat Official Account platform powered by Tencent Yuanqi. With an eight-week statistical cycle, empirical tests are conducted from multiple dimensions including service efficiency, business optimization and scholar experience. The results show that inquiries generated during off-hours account for 44.6%, pre-submission and post-acceptance inquiries make up 81%, and the overall response accuracy reaches 90%. Scholars’ expectation regarding the necessity of deploying intelligent agent customer service hits 96.13%, with an overall satisfaction rate of 83.87%. The findings indicate that the intelligent agent customer service optimizes journal services for scholars through proactive service arrangement and in-depth service extension. This research provides a replicable practical paradigm for scientific and technological academic journals to construct low-cost intelligent agent customer service, and facilitates journals to realize the digital-intelligent transformation from passive inquiry response to proactive knowledge services. |
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