ISO/IEC JTC 1 SC 42 Artificial Intelligence - Working Group 4
Use Cases & Applications 12/06/2019
Editor's comments and enhancements are shown in green. [✓ Reviewed]
The quality of use case submissions will be evaluated for inclusion in the Working Group's Technical Report based on the application area, relevant AI technologies, credible reference sources (see References section), and the following characteristics:
 Data Focus & Learning: Use cases for AI system which utilizes Machine Learning, and those that use a fixed a priori knowledge base.
 Level of Autonomy: Use cases demonstrating several degrees (dependent, autonomous, human/critic in the loop, etc.) of AI system autonomy.
 Verifiability & Transparency: Use cases demonstrating several types and levels of verifiability and transparency, including approaches for explainable AI, accountability, etc.
 Impact: Use cases demonstrating the impact of AI systems to society, environment, etc.
 Architecture: Use cases demonstrating several architectural paradigms for AI systems (e.g., cloud, distributed AI, crowdsourcing, swarm intelligence, etc.)
 Functional aspects, trustworthiness, and societal concerns
 AI life cycle components include acquire/process/apply.
These characteristics are identified in red in the use case.
To recognize and understand usersí intent by AI and deep learning technologies and apply such technologies to build chat bot systems to further reduce labor cost and to be applied in various fields.
Short Description (up to 150 words)
Intelligent customer service chat bot is mainly used to categorize usersí questions, recognize usersí intents and answer usersí questions intelligently for different business jobs. Currently, this chat bot has been used to handle 90% of online customer service and has enabled JD.com to save over 100 million labor costs every year.
JD.com has been committed to using technology to drive business growth and improve user experience in all customer service fields. Based on the improvement of customer consulting experience and the developing trend of artificial intelligence technology, as early as 2012, JD had decided to develop intelligent chat bots to fulfill the needs of continuous expansion of business, to save customer service costs and increase service capability. Intent recognition is a key and core technology to build such an intelligent customer service chat bot. By applying natural language processing technologies, deep learning technologies, traditional machine learning algorithms, intent recognition accuracy has reached to 95%. Based on accurate intents, and a series of solution finding algorithms, our chat bot can solve the userís problems to a great extent and give the user a high quality consulting experience. Finally, in order to provide diversified and personalized customer services, we are continuously improving the accuracy of intent recognition, personalized solution generation, sentiment recognition, and image recognition. So far, intelligent customer service has revolutionized the traditional customer service consulting business.
Peer-reviewed scientific/technical publications on AI applications (e.g. ).
Patent documents describing AI solutions (e.g. , ).
Technical reports or presentations by renowned AI experts (e.g. )
High quality company whitepapers and presentations
Publicly accessible sources with sufficient detail
This list is not exhaustive. Other credible sources may be acceptable as well.
Examples of credible sources:
 B. Du Boulay. "Artificial Intelligence as an Effective Classroom Assistant". IEEE Intelligent Systems, V 31, p.76-81. 2016.
 S. Hong. "Artificial intelligence audio apparatus and operation method thereof". N US 9,948,764, Available at: https://patents.google.com/patent/US20150120618A1/en. 2018.
 M.R. Sumner, B.J. Newendorp and R.M. Orr. "Structured dictation using intelligent automated assistants". N US 9,865,280, 2018.
 J. Hendler, S. Ellis, K. McGuire, N. Negedley, A. Weinstock, M. Klawonn and D. Burns. "WATSON@RPI, Technical Project Review".
URL: https://www.slideshare.net/jahendler/watson-summer-review82013final. 2013