Customer service is the bridge that enterprise inside and outside communicates, external, communicate the product of the enterprise, service, credit to the client; Internally, to the enterprise quality of feedback client demand, product, satisfaction is spent wait for a problem, this shows customer service had crucial effect in the operation development of the enterprise.
Taking qualitative check with guest all the time is to examine the customer service job, main way that makes sure customer service serves quality, work efficiency, but traditional pledge check means is given priority to with selectiving examination artificially artificially, basically rely on qualitative check personnel to listen to the recording, professional judgement that sees record him couple to undertake detecting, face the circumstance with large portfolio to fall, the malpractice that traditional qualitative check pattern exists is more and more apparent.
The tradition pledges check malpractice frequency shows, it is afterwards hard:
Qualitative check enclothes rate is low: Industry endoplasm check enclothes rate inadequacy 10% , cause value of a lot of under cover or the recording of the risk is dropped by oversight;
Qualitative check cost is high: As the addition of portfolio, to satisfy qualitative check scale, need throws many manpower material resources to satisfy qualitative check requirement;
Qualitative check standard is differ: Artificial sampling observation suffers level of acknowledge of be confined to, eye, subjective consciousness, brought about qualitative check standard to achieve fair justice hard, affect customer service mood;
Risk of qualitative check delay time is high: Pledge check is artificially communicate to what already arose recording has sampling observation, qualitative check of this kind of delay time, cannot discover a problem for a short while, fixed position problem, cannot give out in time answer program, encounter crisis situation cannot solve for a short while;
Intelligent qualitative check emerge as the times require, dissolve the crisis:
Be based on traditional qualitative check current situation and malpractice, the speech automation that intelligence pledges check system can realize total volume detects, output qualitative check result well and truly, the qualitative check technological process that standardization, intelligence changes makes the enterprise assures to pledge the premise of check demand falls, promote qualitative check effectively work efficiency, reduce company cost significantly.
The limit yuan speech of application of check of intelligent language acoustic quality turns write, keyword retrieval, frequency identifies technology waiting for AI than right, affection, turn speech write existing writings word, enclothe customer service to know speech news in the round, identify a technology than right, affection through keyword retrieval, frequency when quiet to customer service personnel tone long, language the respect such as stand or fall of fast speed, mood detects, finish adroitness of ability of its professional ability, meet an emergency, business to spend those who reach affinity is multidimensional degree of qualitative check analysis, personnel of help customer service raises integrated service level.
Technology of check of intelligent language acoustic quality is analytic:
Frequency comparing is right: Frequency comparing is to show from frequency signal draws rash club feature to, undertake through the feature right method undertakes harmful Information Retrieval comparing.
Speech turns write: Adopt speech recognition technique, online a speech tone message that perhaps leaves line ground will huge turn write into text, implementation speech content 100% enclothe in the round.
Keyword retrieval: Will communicate recording identifying outputs frequency retrieval network as a result, appoint speech keyword to be changed into the phoneme, undertake matching in retrieving a network, output retrieves a result.
Affection identifying: Through analysing different feeling condition and speech the correlation of acoustics parameter concerns, draw-out a rash club is acoustics diagnostic parameter, consider different person integratedly to be opposite same the affection of paragraph of speech feels a result, build speech affection to discern a model, undertake discriminating to the affection condition of the user.
Intelligent speech pledges check value reflects:
Of check of intelligent language acoustic quality apply its value to be reflected not only what realizing content of magnanimity qualitative check is comprehensive enclothe, real time qualitative check, settle crisis case for a short while, avoid risk happens, OK still from branch of qualitative check personnel, customer service personnel, sale 3 respects reflect:
(1) qualitative check personnel
System of check of intelligent language acoustic quality makes pledge check personnel from onerous, liberate in repeatability job come out, change is reasonable of qualitative check standard make, of business model found, the more valuable job such as the level of service of customer service of newer, analysis of standard word art, begin a service more efficiently thereby quality management job, the ground grooms and specific aim coachs customer service works, will raise business client to serve a level.
(2) sale branch
System of check of intelligent language acoustic quality can make the speech between customer service and client alternant data gets storing, this provided support of efficient market data for sale branch, deepness analyses user action, mining of implementation market survey, business chance, auxiliary management strategy is optimized wait for the job, sufficient implementation data namely the value of fortune upgrades.
(3) customer service personnel
System of check of intelligent language acoustic quality established a benign qualitative check atmosphere for compose of customer service staff member above all, its fair and fair qualitative check standard makes customer service personnel is in the job what because pledge check inequity has a sentiment,won't go up is inimical, affect client servive routine, next won't because of qualitative check not the standard causes prediction of a person's luck in a given year of customer service personnel.
In the meantime, system of check of intelligent language acoustic quality can remind through word art keyword will assist customer service to work, improve customer service work efficiency and service quality thereby.
Intelligence pledges check is met as the ceaseless innovation of artificial intelligence technology more thorough application, future, the limit yuan more dedicated Yu Zhi can be qualitative the research and development of check technology, offer for center of each industry call specialization, the technical solution that intelligence changes, the enterprise that help strength provides more high grade service experience for the client.
