在线智能客服质检系统 让客服质检得心应手

摘要:米领通信作为阿里云的铂金合作伙伴,研发的在线智能客服质检系统就是利用目前业内最先进的智能语音识别技术,对呼叫中心产生的通话录音速建立文本索引,将非结构化的语音文件转化为文本格式的待检数据,

在线智能客服质检系统  让客服质检得心应手

呼叫中心在现代服务行业中的作用不言而喻,从小企业到大企业,呼叫中心系统成为标准的企业配备软件,而客服语音质检作为保证呼叫中心工作质量的重要环节往往具备监督、总结等功能。但传统的客服语音质检工作流程与方式不仅琐碎,同时也会耗费大量的人力成本,使得这项功能并不能被很好的利用,针对这个问题,各大呼叫中心服务商就推出了在线智能客服质检系统,着力解决企业客服语音质检问题。

       传统的客服语音质检工作模式主要是由语音质检管理者定期抽取客服人员工作时的录音,随机截取部分进行查阅审定,可想而知这样的质检方式不但准确性较低、耗费时间长,而且一旦客服人员仅有的一段工作状态较差录音被查阅,可能就一并否定了该客服人员其他优质的工作成果,因此这种监督方式未必足够公正。而在线智能客服质检系统则利用专业的语音识别系统,先是将客服与客户的对话语音进行分离,分离后转为文本文件进行分析,不仅能对客服的工作情况进行分析和监控,同时企业管理者可以从中获得更多有价值的数据,例如:客户的潜在需求、市场竞争对象、相关行业情况等。

       米领通信作为阿里云的铂金合作伙伴,研发的在线智能客服质检系统就是利用目前业内最先进的智能语音识别技术,对呼叫中心产生的通话录音快速建立文本索引,将非结构化的语音文件转化为文本格式的待检数据,待检数据在质检引擎中经过质检人员预先设置的质检规则,产生质检结果并生成统计数据。帮助客户提升质检能力,改善服务品质,挖掘潜在商机。

特色功能有:

1、自动质检。在线智能客服质检系统建立完整模型,自动识别风险合规点,发现市场热点,提炼销售特点。

2、多级关键词筛选。可将关键词按类型和违规程度进行分级,分类进行标注,查询和筛选极为方便。

3、话者语音分离。分离客服与用户语音,对于客服语音进行质检分析,对于用户语音进行营销分析。

4、知识库优化。米领通信在线智能客服质检系统不断优化知识库,以成熟的本体知识体系为基础,提高识别准确度。

综上所述,在线智能客服质检系统能充分替代传统的人工质检的大部分工作。随着大数据技术的日渐完善,在线智能客服质检系统的分析能力也日趋成熟。能在降低客户投诉率、提升服务及营销技巧、捕捉市场商机等方面体现出更大的价值。

It is self-evident that call center plays an important role in modern service industry. From small enterprises to large enterprises, call center system becomes the standard enterprise equipped software. As an important link to ensure the quality of call center work, customer service voice quality inspection often has the functions of supervision and summary. But the traditional customer service voice quality inspection workflow and way is not only trivial, but also will consume a lot of manpower costs, making this function can not be very good use, in view of this problem, the major call center service providers on-line intelligent customer service quality inspection system, focusing on solving the enterprise customer service voice quality inspection problem.

The traditional work mode of customer service voice quality inspection is that the manager of voice quality inspection periodically extracts the recording of the work of the customer service personnel and randomly intercepts the part for inspection and verification. It can be imagined that this kind of quality inspection method is not only low in accuracy and time-consuming, but also once the customer service personnel only has a poor working state of the recording. Consulting may negate the customer service staff's other high-quality work results, so this supervision may not be fair enough. On-line intelligent customer service quality inspection system uses a professional voice recognition system, which first separates the conversational voice between customer service and customer, and then converts it into text file for analysis. It can not only analyze and monitor the work of customer service, but also provide more valuable data for enterprise managers, such as Customer's potential demand, market competition target, related industry situation, etc.

As Aliyun's platinum partner, Mi-Ling Communications develops the online intelligent customer service quality inspection system, which uses the most advanced intelligent speech recognition technology in the industry to quickly establish text index for call recording generated by call center, and converts unstructured voice files into text format data for inspection. In the quality inspection engine, the quality inspection results are generated and the statistical data are generated by the pre-set quality inspection rules of the quality inspection personnel. Help customers improve quality inspection capability, improve service quality and tap potential business opportunities.

Special functions are:

1, automatic quality inspection. The online intelligent customer service quality inspection system establishes a complete model, automatically identifies risk compliance points, finds market hot spots, and refines sales characteristics.

2. Multistage keyword selection. The keywords can be classified according to the type and the degree of violation, and labeled according to the classification. The query and screening are very convenient.

3, speaker separation. Separate customer service and user voice, for customer service voice quality analysis, for user voice marketing analysis.

4, knowledge base optimization. Meter collar communication online intelligent customer service quality inspection system continuously optimizes the knowledge base, based on a mature ontology knowledge system, to improve the identification accuracy.

In summary, the online intelligent customer service quality inspection system can fully replace most of the traditional manual quality inspection work. With the development of large data technology, the analysis ability of online intelligent customer service quality inspection system is becoming more and more mature. It can reduce customer complaint rate, improve service and marketing skills, capture market opportunities and other aspects of greater value.

相关标签

在线智能客服质检系统,客服质检,智能质检

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