Outline of the solution

With the rapid development of Internet, especially mobile Internet, almost all enterprises and institutions have their own information platform for Internet display and service, involving PC website, mobile website, wechat and other channels. Online human customer service is an indispensable part for enterprises and institutions to provide services for customers.

Service quality and work efficiency are important indicators to evaluate the online customer service system. Scientific and accurate evaluation of the service work of online human customer service staff is not only the assessment of online human customer service work, but also the promotion of the service quality and work efficiency of online human service staff.

In traditional online manual customer service quality inspection work, due to the use of full coverage method for quality inspection, the time cost and labor cost of online manual customer service quality inspection work are extremely high, almost the same as the cost of the front-line manual customer service team; in addition, the use of sampling method, because it can not achieve full coverage, gives online manual customer service staff a fluke mentality, for service quality and labor There are hidden dangers in efficiency.

In view of the above situation, Huilan has built an intelligent quality inspection solution for China Science and technology union financial industry based on the intelligent quality inspection system with independent intellectual property rights.

Functional framework

Considering the robustness, scalability, interoperability, stability, portability and security of the architecture, the following architecture is designed.

　　

Huilan intelligent quality inspection system covers every conversation between online customer service and customers. It adopts the method of intelligent automatic quality inspection + manual audit to help improve the service quality and work efficiency of online customer service system and make a comprehensive and accurate quantitative evaluation of the work of artificial customer service. The scope of the online customer service intelligent quality inspection system includes two major quality inspection dimensions: service quality and service attitude of human customer service. It deeply excavates customer service dialogue data, and automatically generates quality inspection and assessment reports by the combination of intelligent automatic quality inspection and human audit.

Outline of the solution

1.Intellectualization

Huilan intelligent quality inspection solution effectively supervises and manages customer service quality, enhances the depth, breadth and strength of customer service quality inspection, and further improves customer service level and customer satisfaction.

Compared with the traditional manual quality inspection, the record and location of problems are more accurate. There are many differences in the quality inspection effect caused by the difference of knowledge reserve of quality inspectors, and the quality inspection standards and quality inspection pertinence are poor. The use of intelligent quality inspection will be a qualitative leap. Massive data will be automatically detected. Targeted training and improvement suggestions will be made for different customer service personnel, with remarkable results. Customer satisfaction will be improved rapidly and complaint rate will be reduced.

2.Full coverage

Full coverage of every conversation between manual customer service and users, full coverage, no omission.

Relying on powerful artificial intelligence technology and cloud computing capability, intelligent quality inspection subverts the traditional artificial quality inspection mode, and realizes automatic full-scale quality inspection of voice data.

3.Low cost

The system automatically analyzes the dialogue content of manual customer service, saving a lot of labor costs.

The traditional manual quality inspection, the implementation of proportional sampling, the workload and labor costs remain high, enterprises are facing a mixed situation of increasing traffic. The more traffic, the more business opportunities, but at the same time, enterprises need to invest more human and financial resources. With the self built intelligent quality inspection system, the initial investment and subsequent maintenance cost of the enterprise is very high, and the supporting upgrading of the system is difficult to keep consistent with the business requirements.

4.Customization

Personalized Customization: according to the work focus and characteristics of each customer service system, carry out personalized setting and customization.

High frequency words, sensitive words and call speed in intelligent identification communication, output multi-dimensional analysis report, and the scoring and rating functions can be customized by users.

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