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.
However, for small and medium-sized enterprises, the deployment of a full-featured e-marketing system is too expensive, so cloud customer service is a form of E-marketing commonly adopted by small and medium-sized enterprises. Based on self-service intellectual property products, Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "zhongkehuilian") builds a cloud customer service solution of zhongkehuilian, adopting the service mode of intelligent robot + human To achieve the three-tier service mode of "self-service + Intelligent + artificial", replace the traditional call center with 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.
The overall logic architecture of the system is the core of the system. Huilan has fully studied the development requirements of the unified intelligent call center. Considering the robustness, scalability, interoperability, stability, portability and security of the architecture, the following unified intelligent call center logic architecture has been designed.
Logical structure
The cloud customer service system of Huilan is based on the cloud marketing system integrated with big data analysis systems such as aicall outbound call system, aikf customer service system, CRM customer management system, intelligent quality inspection system, user portrait, etc., with higher customer hit rate and improved e-marketing efficiency.
Cloud customer service system 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
The cloud customer service system intelligently recognizes the voice information of users, and intelligently assigns it to intelligent robot seats and artificial phone seats
The cloud customer service system 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 in a large range
Cloud customer service system 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 China Science and technology union, intelligent understanding of the semantics of multiple complex sentence patterns, such as similarity query, inversion, ellipsis, etc
Intelligent rhetorical question: intelligently understand the user's multiple questions, and provide intelligent rhetorical questions according to the user's answers
Multi round dialogue: guide the user to consult according to the user's dialogue content, intelligently ask questions that the user may want to consult, and lock the user's basic needs
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
Cloud customer service system provides intelligent to artificial service. Intelligent robot phone seats cannot solve the problems. Intelligent to artificial phone seats
Cloud customer service system provides intelligent recording, analysis and learning of unknown problems, and knowledge learning is efficient and controllable
Cloud customer service system 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
Cloud customer service system provides interface optimization, clustered system deployment, high concurrency, high reliability
Cloud customer service solution has the following security advantages
Bottom platform
Stable: instance availability reaches 99.99%, automatic downtime migration, automatic snapshot backup
Flexibility: automatically configure CPU, memory, bandwidth, and can be upgraded at any time
Security: DDoS protection, Trojan killing, anti brute force cracking, multi-user access control
security policy
HTTPS security authentication: support international standard HTTPS security authentication and encrypted transmission
Organizational strategy: professional background + confidentiality check and balance system
Sensitive information processing: sensitive information security warning, encrypted storage
Trusted cloud authentication
Cloud service certification: trusted cloud service certification of Data Center Alliance of MIIT
Security level protection evaluation: information security level protection passed the three-level evaluation
International security certification: CSA international cloud security certification gold medal
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