How to quickly collect and analyze the passenger call demand? How to realize multidimensional data statistics and analysis? Can dialogue records be text analyzed? If the manual customer service connection is not enough, can it be accessed by robot or text or voice?

This system is based on the multi-dimensional data statistical analysis of multi-public interaction information, in order to achieve the goal of continuous optimization for the actual needs of passengers, improving the service level of passengers, and strengthening the ability of mobile decision-making. The system provides multi-dimensional data statistical analysis, which can make statistical analysis on user data, robot data, human customer service data and other multiple data, and display them through numbers, charts and other ways, and support the export of data statistical reports.

The system supports statistical analysis of hot issues, and can automatically analyze the most concerned issues of users, and rank hot issues according to the number of visits. Displays the ranking of the questions in the leaderboard, the specific questions and the number of times they were visited.

Statistical analysis of visit habits and access channels

The system automatically analyzes users' access habits and access channels, and can intelligently analyze the proportion of users accessing different channels. At the same time, the system supports user-defined start time and end time of data statistics, and can quickly view the statistical analysis data of today, yesterday, 7 days and 30 days.

　　

Channel analysis

Statistical analysis of dialogue records

The system can automatically record and analyze dialogue records, not only recording the detailed content of each conversation, but also automatically analyzing the source of visitors, access time, access time, evaluation level, evaluation content and unmatched problems in the dialogue process.

Through the analysis of vocabulary, the key information in the sentence, such as subway, fault, passenger, tunnel, etc;

The information is classified by sentence clustering analysis;

Through the establishment of a professional library in the field of metro, we can accurately know the current response, such as the classification by equipment, train operation and passenger flow.

Have the ability to analyze the emotional features of dialogue text expression and extract the keyword information in the text.

The intelligent analysis system of public interaction information needs to realize the business functions of information collection, analysis, visual display, and data service for network public opinion and passenger hotline through the above technical means.

　　

Visitor conversation record

Robot reply data statistics

The system can automatically count and analyze the number of replies, the average conversation time, the accuracy of replies and the proportion of robot conversations. The data is presented by reports and visual icons.

At the same time, the system supports user-defined start time and end time of data statistics, and can quickly view the statistical analysis data of today, yesterday, 7 days and 30 days.

　　

Robot reply data statistics

Statistical analysis of workload and efficiency of manual customer service

The system can automatically carry out data statistics and Analysis on the workload and work efficiency of human service personnel, such as reception number, conversation number, reply rate, response time, conversation frequency, reply rate within 30 seconds, one-time solution rate, transfer rate, etc.

The system also makes statistical analysis on the online utilization rate of the artificial seats, which can scientifically and reasonably arrange and allocate the artificial seats through the statistical analysis data.

Manual customer service workload and work efficiency statistical analysis support report export and online graphic display. The system supports user-defined start time and end time of data statistics, and can also quickly view the statistical analysis data of today, yesterday, 7 days and 30 days.

　　

Details of manual customer service workload

Satisfaction statistical analysis

The system can carry out statistical analysis on the satisfaction of each visitor dialogue of manual customer service, including the average satisfaction, participation rate, number of participation in evaluation, positive rate, number of positive comments, rate of poor evaluation, number of poor evaluation and other satisfaction evaluation data.

　　

Manual customer service satisfaction details

Statistical analysis of conversation types

The system can make statistical analysis on the types of user conversations, and automatically distinguish the proportion of system type and business type of user conversations.

　　

Dialog type statistics

Data statistics and Analysis Report

Data statistics and analysis results support report export. You can customize to export Excel data report files for a period of time.