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.
Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "Huilan Technology") based on the above industry pain points, based on self-service intellectual property products, constructs the solution of Huilan Technology enterprise intelligent call center. The service mode of "intelligent robot + human" is adopted to realize the three-tier service mode of "self-service + Intelligent + artificial". The traditional call center is replaced by intelligent call center, so as to achieve the goal of improving user experience, expanding channel service ability, relieving the work pressure of artificial service personnel and reducing the operation cost of telephone customer service system. The intelligent customer service platform of robot + human realizes boundless services such as enterprise robot online customer service, artificial online customer service, work order system, call center, robot intelligent outbound call, robot intelligent inbound call, intelligent quality inspection, etc.
The overall logic architecture of the system is the core of the system. Huilan Technology has fully studied the development requirements of the enterprise call center. Considering the factors such as the robustness, scalability, interoperability, stability, portability and security of the architecture, it has designed the following logic architecture of the enterprise intelligent call center.
Logical architecture of enterprise intelligent call center
The intelligent call center solution of Huilan Technology adopts the service mode of intelligent robot + human to realize the three-tier service mode of "self-service + Intelligent + artificial". The intelligent call center replaces the traditional call center system. Through intelligent robot voice recognition, it can intelligently distinguish user needs. The online comprehensive customer service system uses intelligent robot + human cooperation to provide online consultation and answer services on the Internet. The problems that cannot be solved by the intelligent robot are intelligently transferred to the artificial phone seat. The system is expected to achieve the goal of improving user experience, expanding channel service ability, easing the work pressure of human service personnel, and reducing the operation cost of telephone customer service system.
The unified intelligent call center solution of Huilan Technology 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 unified intelligent call center solution of Huilan Technology intelligently recognizes the voice information of users, and intelligently assigns it to intelligent robot seats and artificial phone seats.
The unified intelligent call center solution of Huilan Technology adopts the dual service mode of robot and artificial. The intelligent robot solves the general problems, and the artificial seat solves the personalized problems, so as to reduce the work pressure and operation cost of the artificial customer service system in a large range.
Relying on the AiCallCenter call center system with independent intellectual property rights, the unified intelligent call center solution of Huilan Technology provides intelligent interaction mode and greatly improves 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 the Chinese Scientific Association, we can intelligently understand the semantics of many complex sentence patterns, such as similarity query, inversion, ellipsis, etc;
Intelligent rhetorical questions: intelligent understanding of the user's multiple questions, according to the user's answers, provide intelligent rhetorical questions;
Multi round dialogue: guide users to consult according to the content of user dialogue, ask questions that users may want to consult intelligently, and lock the basic needs of users;
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 flow including emotion.
The unified intelligent call center solution of Huilan Technology provides intelligent to artificial services. For problems that intelligent robot phone seats cannot solve, intelligent to artificial phone seats.
The unified intelligent call center solution of Huilan Technology provides intelligent recording, analysis and learning of unknown problems, and knowledge learning is efficient and controllable.
The unified intelligent call center solution of Huilan Technology 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.
The unified intelligent call center solution of Huilan Technology provides interface optimization, clustered system deployment, high concurrency and high reliability.
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