Outline of the solution

Customer service system is an important information system to support the customer service department. At present, with the acceleration of social development, a large number of consulting work comes as expected, and has the characteristics of large number of visits, centralized visits, multiple recurring problems, and outstanding personalized problems. It is difficult to meet the user's demand for consulting services by using telephone manual seats alone, especially in the peak period, which leads to a large number of seat spillovers.

Based on the above industry pain points and self-service intellectual property products, Huilan has built the intelligent call center solution of China Science and technology union financial industry. The service mode of "intelligent robot + human" is adopted to realize the three-tier service mode of "self-service + Intelligent + artificial". The traditional call center is replaced by intelligent call center, so as to achieve the goal of improving user experience, expanding channel service ability, easing the work pressure of artificial service personnel and reducing the operation cost of telephone customer service system.

Functional framework

The overall logical architecture of the system is the core of the system,Huilan fully studies the development requirements of the call center in the financial industry, considering the factors of robustness, scalability, interoperability, stability, portability and security of the architecture, and designs the following logical architecture of the intelligent call center in the financial industry.

　　

Logical structure of financial intelligent call center

The intelligent call center solution of Huilan financial industry adopts the service mode of intelligent robot + human to realize the three-tier service mode of "self-service + Intelligent + artificial". The intelligent call center replaces the traditional call center system. Through intelligent robot voice recognition, it can intelligently distinguish user needs. The online comprehensive customer service system uses intelligent robot + human cooperation to provide online consultation and answer services on the Internet. The problems that cannot be solved by the intelligent robot are intelligently transferred to the artificial phone seat. The system is expected to achieve the goal of improving user experience, expanding channel service ability, easing the work pressure of human service personnel, and reducing the operation cost of telephone customer service system.

Solution advantage

1.Intelligent call global access

Huilan financial intelligent call center solution not only provides hot line call access, but also provides access to websites, wechat, app and other channels to achieve intensive global management and service.

2.intelligent CTI

The intelligent call center solution of Huilan financial industry intelligently recognizes the voice information of users, and intelligently assigns it to intelligent robot seats and artificial phone seats.

3.Intelligent robot + artificial service mode

The intelligent call center solution of Huilan financial industry adopts the dual service mode of robot and artificial. The intelligent robot solves the general problems, the artificial seat solves the personalized problems, and reduces the work pressure and operation cost of the artificial customer service system on a large scale.

4.Intelligent interaction

Huilan financial intelligent call center solution relies on the aicallcenter call center system with independent intellectual property rights to provide intelligent interaction mode and greatly improve user experience.

Speech recognition: Based on intelligent noise reduction, echo cancellation and other technologies, intelligent recognition of the meaning expressed by user language in various environments;

Semantic understanding: Based on the semantic understanding engine of the Chinese Scientific Association, we can intelligently understand the semantics of many complex sentence patterns, such as similarity query, inversion, ellipsis, etc;

Intelligent rhetorical questions: intelligent understanding of the user's multiple questions, according to the user's answers, provide intelligent rhetorical questions;

Multi round dialogue: guide users to consult according to the content of user dialogue, ask questions that users may want to consult intelligently, and lock the basic needs of users;

Speech synthesis: using the theory and technology of linguistics and psychology, through the design of neural network, based on emotion computing technology, output the natural speech flow including emotion.

5.Intelligent to artificial services

The intelligent call center solution of Huilan financial industry provides intelligent to artificial services. The problems that intelligent robot phone seats cannot solve, intelligent to artificial phone seats.

6.Intelligent learning, efficient and controllable

Huilan financial intelligent call center solution provides intelligent recording, analysis and learning of unknown problems, and knowledge learning is efficient and controllable.

7.Full dimension data report

Huilan financial intelligent call center solution provides full maintenance data report service, which can carry out multi maintenance data report statistical analysis and data mining for user conversation habits, dialogue data mining, user demand hot issues, etc.

8.High concurrency support

Huilan financial intelligent call center solution provides interface optimization, clustered system deployment, high concurrency, high reliability.

Successful case

Hundred letter bank

Product recommendation

Aicallcenter call center system