Framework: Five-Layer Technology Stack of Intelligent Customer Service

VISUAL STRUCTURE

A pyramid/diagram with 5 horizontal layers stacked bottom-to-top, showing technology evolution:

ZONES

Title (top): "智能客服五层技术栈"
Subtitle: "每一层都踩在前一层的肩膀上"
5 layers (bottom → top):

LAYER 5 (Top) — LLM + RAG + Agent

Timeline: "2022 → 至今"
Capability: "理解 / 准确 / 行动三维可用"
Icon hint: brain + search + gear
Color: vibrant teal #0e6655

LAYER 4 — 检索式问答 + 知识图谱

Timeline: "2020 → 2022"
Capability: "知识组织 > 模型训练"
Color: green #1e8449

LAYER 3 — 深度学习：意图分类 + 实体识别

Timeline: "2015 → 2020"
Capability: "BERT 准确率 85%→95%"
Color: blue #2e86c1

LAYER 2 — 规则引擎 + NLP浅层

Timeline: "2000s → 2015"
Capability: "人工规则 / 边际成本指数增长"
Color: orange #d35400

LAYER 1 (Bottom) — 关键词精确匹配

Timeline: "1960s → 1990s"
Capability: "if-else / 零智能但可控性100%"
Color: gray #7f8c8d

CONNECTIONS between layers:

Dashed arrows showing "死因" (reason for death) connecting each layer transition
Layer 1→2: "用户不想被当傻瓜"
Layer 2→3: "规则追不上问题变体"
Layer 3→4: "从主角降级为配角"
Layer 4→5: "知识组织是真正瓶颈"

SIDE NOTE (right side):

"不是替代关系 — 五层并存" "好的系统是五层叠在一起的"

COLORS

Background: clean white
Borders: subtle gray lines
Text: #2c3e50
Accent: #1a5276 for headers

STYLE

Architectural blueprint style
Clean geometric shapes
Professional, information-dense
Chinese text throughout
No decorative elements