Outline of the solution

In recent years, there is a great demand for telephone call services such as telephone call, telephone collection, telephone notice and so on, which has become the main means of marketing for all kinds of units. Based on the long-term observation of many banks, insurance, enterprises and governments on the telephone outbound service, Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "zhongkehuilian") found that the following difficulties existed in the telemarketing:

The phone answering rate is very low, even if answered, it will be quickly hung up. In a day, the effective calls of the outbound staff are very few, wasting a lot of time;

A large number of repetitive work with no sense of achievement brings negative emotions to the outbound staff. The work enthusiasm is not high, a large number of staff are lost, which increases the training cost invisibly;

The follow-up of effective phone calls is not well recorded, which brings inconvenience to the follow-up statistics;

The professionalism of the outbound staff is uneven, so they can't give customers a detailed introduction with a unified caliber;

The quality of outbound staff has a certain impact on service quality;

　　……

In response to these problems, China Union of science and technology, relying on the aicall intelligent outbound system with independent intellectual property rights and the aid of artificial intelligence engine platform, provides intelligent outbound solutions for government, enterprises, finance and other customers.

Functional framework

The overall logical architecture of the system is the core of the system. Huilan has fully studied the outbound call business scenario, and designed the following logical architecture of the intelligent outbound call solution considering the factors such as the robustness, scalability, interoperability, stability, portability and security of the architecture.

　　

Logical structure

Relying on years of service experience in government, enterprises, finance and other industries, the intelligent outbound call solution can quickly sort out the outbound call scenarios and set corresponding outbound call scripts. The data of outbound call users is connected through the internal business system of the unit. Realize one key batch automatic outbound call, greatly reduce the workload of staff, generate real-time outbound call report, screen interested customers, and then follow up by outbound staff, greatly improve the accuracy of outbound call.

Solution advantage

1. Accurate scene high quality speech

The intelligent outbound call solution relies on many years of enterprise service experience of China Science and technology union, which can quickly sort out outbound call scenarios and set corresponding high-quality outbound call scripts, so that the effect of outbound calls can be doubled with half the effort.

2. Rich voice and emotion of real people

The intelligent outbound call solution adopts the real person voice recording mode, which reduces the rigid and emotionless dialogue of traditional robots, increases the trust between people, and adds related colloquialism, warm field language and other scripts in the dialogue process, so as to ensure the quality of dialogue and make customers more receptive。

3.ASR Voice text conversion

The intelligent outbound call solution provides voice real-time interactive service. The user can directly send the information to be consulted through voice. The system can accurately recognize and understand the user's dialogue content and answer the user's questions through ASR. In the dialogue details, the system can turn into text format through TTS, making the browsing clearer and the customer's intention clear at a glance。

4.Support multiple rounds of conversation without difference

Intelligent outbound call solution, based on deep learning technology and language library, can automatically expand the similar problems in the knowledge base, and carry out semantic analysis and matching based on the semantic analysis engine intelligence, provide multiple rounds of dialogue without difference in the process of interaction with users, accurately obtain problems, so that the accuracy of the intelligent robot's reply is more than 90%。

5.Accurate analysis of customer intention

The intelligent outbound call solution helps the outbound unit users to select the customer's intention strength through the mass outbound call, the dialogue time with the customer, the dialogue rounds, and the key words of the customer during the dialogue, so as to help the sales personnel grasp the customer's intention direction quickly when they do the secondary sales and greatly improve the outbound call accuracy of the outbound call personnel.

6.Dialogue support interrupt Q & A

The intelligent outbound call solution relies on the full duplex voice interaction technology, which supports the customer to interrupt the conversation at any time during the robot's speaking process. When the robot interrupts the robot's speaking for the information that the customer has questions or wants to ask, the robot can quickly respond, give feedback, close to the real conversation between people, further increase the customer's trust, and make the follow-up dialogue more fluent.

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