大模型长时记忆机制在客户服务中的创新应用与挑战

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中图分类号：TP241 文献标志码：A

文章编码：1672-7274（2026）01-0151-03

Innovative Application and Challenges of Large Scale Long Term Memory Mechanism in Customer Service

ZHADefei,SHI Honghui,LIXia,YUMengke (China Telecom AnhuiBranch,Hefei 23oo31,China)

Abstract: In today's digital age,the application of large models incustomer service is becoming increasingly widespread.This article provides an in-depth analysis of the long-term memory mechanism of large models in customer service.Firstly,theresearch background was introduced,pointingout that thelong-termmemorymechanism of largemodels is akeyfactorintheir importantrole incustomerservice.Currntly,research in thisfieldisstillin its infancyand there are problemsand challnges.Then,the theoretical basisof thelong-term memory mechanismof large models waselaborated,including thecharacteristicsanddevelopmentof large models,as wellasthe principles of long-term memory mechanism,such as the role of storing inmodel parameters and external storage.Subsequently, through an application case of an intellgent customer service system,the roleof the large model long-term memory mechanism in obtaining comprehensive historical conversations,providing coherent services,focusing on recent isues,and providing quick and accurate responses Was demonstrated. Analyzed the advantages and chalenges of long-term memory mechanisms in large models,including personalized recommendations and improving service quality.The chalenges mainly include high computational complexity and data security and privacy issues,and proposed corresponding response strategies.Finally,the research conclusion was summarized that the long-term memory mechanism of large models has important application value and broad development prospects in customer service.At the same time,future research directions were also discussed, including optimization of memory management,multimodal information fusion,cross domain knowledge transfer,and thecombinationofreinforcement learning and long-term memory.

Keywords: large model; long term memory mechanism; customer service; advantage challenge; future research

研究背景

在当今数字化时代，客户服务的质量和效率对于企业的发展至关重要。（剩余5260字）