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 Work efficiency leaves hidden dangers.

Huilan has built a voice quality inspection solution based on the voice 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.

Framework of voice quality inspection solution of China Science and technology union

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

Solution advantage

1. Intellectualization

Voice quality inspection solution can effectively supervise and manage customer service quality, enhance the depth, breadth and strength of customer service quality inspection, and further improve 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

The voice quality inspection solution fully covers every conversation between the human customer service and the user without omission. Relying on the powerful artificial intelligence technology and cloud computing capability, voice quality inspection subverts the traditional artificial quality inspection mode and realizes automatic full-scale quality inspection of voice data.

3. low cost

The voice quality inspection solution can automatically analyze 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. The self built voice quality inspection system has high initial investment and subsequent maintenance costs, and the supporting upgrading of the system is difficult to keep consistent with the business requirements.

4.Personalized customization

The voice quality inspection solution is customized: according to the work focus and characteristics of each customer service system, personalized setting and customization are carried out.

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.

Product recommendation

Intelligent quality inspection system