CN109151226A - A kind of intelligent sound customer service system - Google Patents
A kind of intelligent sound customer service system Download PDFInfo
- Publication number
- CN109151226A CN109151226A CN201810904065.7A CN201810904065A CN109151226A CN 109151226 A CN109151226 A CN 109151226A CN 201810904065 A CN201810904065 A CN 201810904065A CN 109151226 A CN109151226 A CN 109151226A
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- China
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- module
- outgoing call
- client
- customer service
- intelligent sound
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Strategic Management (AREA)
- Economics (AREA)
- Finance (AREA)
- Marketing (AREA)
- Development Economics (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Accounting & Taxation (AREA)
- Theoretical Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
Needle of the present invention is a kind of by mostly wheel dialogue, words art guidance, reach the intelligent sound customer service system of outbound call service target, including outgoing call module, reception module, assistant analysis module and training module, outgoing call module is made of external communication system and outgoing call database, reception module is made of the system of answering, assistant analysis module is made of auxiliary data base and product analysis system, and the training module is made of simulation conversational system and quality inspection system.
Description
Technical field
The present invention relates to customer service pre-sales and after sale field more particularly to a kind of intelligent sound customer service systems.
Background technique
With network, communication, the development of computer technology, enterprise shows electronization, long-range, virtualization, networking
The characteristics of, more Xian Shang enterprises emerge in multitude.And communication and dialogue between client and enterprise, also by it is aspectant consulting,
Negotiation develops to the exchange and conmmunication based on the long-range means such as network, phone.In this context, based on the client service center of phone
(call center) becomes the important channel that enterprise interacts with user.Client service center is daily all facing to a large amount of call voice
Service, handle the diversified demand for services of client, including it is pre-sales consulting, purchase, after sale, complain etc..In the process of telephone service
In, customer service needs to cope with the service object of different moods, and makes suitable reaction.It can be said that client service center is the shape of enterprise
As representing, the service quality of client service center directly affects user to official loyal to his sovereign's degree of enterprise.Therefore pass through the Service Quality of raising customer service
For amount to improve customer satisfaction, official loyal to his sovereign's degree has become the important public relations direction of enterprise.In addition, being solved by accuracy customer demand
Scheme, to promote customer service efficiency；And pass through reasonably managing customer service team, the service quality of accurate evaluation employee
Deng all having become client service center and need the direction constantly inquiring into, grope and study.
And traditional customer service hotline is answered by the form of artificial customer service and IVR self-assisted voice response, mostly
Number is applied in scopes of business such as bank, traffic, electric power, finance, public utilities, under massive information weight, traditional services mould
Formula can't bear the heavy load already, and overall quality of service and user experience form the main pain spot of now enterprise's customer service.
Summary of the invention
The present invention is high for artificial customer service use cost at present, working efficiency is indefinite and IVR self-assisted voice talk with it is inflexible
Problem provides a kind of pass through and takes turns dialogue, words art guidance more, reaches the intelligent sound customer service system of outbound call service target, including outer
Module, reception module, assistant analysis module and training module are exhaled, outgoing call module is by external communication system and outgoing call database group
At reception module is made of the system of answering, and assistant analysis module is made of auxiliary data base and product analysis system, the training
Module is made of simulation conversational system and quality inspection system.
In order to further improve using effect of the invention, the external communication system and outgoing call database of the outgoing call module
It is to import number by follow-up client to carry out batch outgoing call.
In order to further improve using effect of the invention, the system batch of answering of the reception module answers client's electricity
Words carry out voice interface with client, answer client's consulting, can also be intended to be transferred to manual service according to the user of identification.
In order to further improve using effect of the invention, the auxiliary data base of the assistant analysis module and product analysis
System is to implement knowledge when indirect labor's seat is to client's profession problem when outgoing call module or reception module are forwarded to manual service
Emerge, and client interests are analyzed, and are recommended immediately commodity and service.
In order to further improve using effect of the invention, the simulation conversational system and quality inspection system of the training module are
By the simulation dialogue with artificial seat, to artificial seat, art scores, and optimizes training to its disadvantage.
The present invention solves that traditional customer service hotline high labor cost and IVR self-assisted voice response working efficiency are low to ask
Topic, thoroughly overturns the traditional approach and industry ecological of enterprise's customer service, change comprehensively the pre-sales marketing of enterprise, mid-sales intervention,
The marketing mode in the big stage of after-sale service three will be integrated the multinomial technical capabilities such as artificial intelligence+big data voice+communication resources and be beaten
Appearance at public industry all standing, construct the trade marketing closed loop of complete set, power-assisted enterprise breaks marketing quagmire, directly mentions
Rise enterprise marketing achievement ability, the digitlization transition of assistant's enterprise intelligent.
Detailed description of the invention
Fig. 1 is schematic diagram of the invention.
Specific embodiment
As shown in Figure 1, the present invention includes outgoing call module, reception module, assistant analysis module and training module, outgoing call module
It is made of external communication system and outgoing call database, reception module is made of the system of answering, and assistant analysis module is by auxiliary data
Library and product analysis system composition, the training module are made of simulation conversational system and quality inspection system, the outgoing call module
External communication system and outgoing call database are to import number by follow-up client to carry out batch outgoing call, and the reception module is answered
System batch answers customer phone, carries out voice interface with client, answers client's consulting, can also be intended to according to the user of identification
It is transferred to manual service, the auxiliary data base and product analysis system of the assistant analysis module are in outgoing call module or reception mould
Implement knowledge when block is forwarded to manual service, when indirect labor's seat is to client's profession problem to emerge, and client interests are analyzed, immediately
Commodity and service is recommended, the simulation conversational system and quality inspection system of the training module are by the simulation pair with artificial seat
To artificial seat, art scores words, optimizes training to its disadvantage.
Outgoing call module of the invention further includes pre-sales and after-sale service module, and pre-sales service module includes intention screening, thing
Part marketing, questionnaire survey, after-sale service module include after sale using paying a return visit, and satisfaction is paid a return visit, and product continues to pay dues.
Reception module of the invention further includes Customer Reception and complaint consulting.
In outgoing call module and reception module of the invention in the dialog procedure with client, client can interrupt voice dialogue.
Claims (5)
1. a kind of intelligent sound customer service system, it is characterised in that: including outgoing call module, reception module, assistant analysis module and training
Module is instructed, outgoing call module is made of external communication system and outgoing call database, and reception module is made of the system of answering, assistant analysis
Module is made of auxiliary data base and product analysis system, and the training module is made of simulation conversational system and quality inspection system.
2. a kind of intelligent sound customer service system according to claim 1, it is characterised in that: the outer connection of the outgoing call module
News system and outgoing call database are to import number by follow-up client to carry out batch outgoing call.
3. a kind of intelligent sound customer service system according to claim 1, it is characterised in that: the answering for module of reception be
System batch answers customer phone, carries out voice interface with client, answers client's consulting, can also be intended to turn according to the user of identification
It is connected to manual service.
4. a kind of intelligent sound customer service system according to claim 1, it is characterised in that: the assistant analysis module it is auxiliary
It helps database and product analysis system is when outgoing call module or reception module are forwarded to manual service, indirect labor's seat is to client
Implement knowledge when professional problem to emerge, and client interests are analyzed, and immediately recommend commodity and service.
5. a kind of intelligent sound customer service system according to claim 1, it is characterised in that: the simulation pair of the training module
Telephone system and quality inspection system are that artificial seat, art scores by the simulation dialogue with artificial seat, are carried out to its disadvantage excellent
Change training.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810904065.7A CN109151226A (en) | 2018-08-09 | 2018-08-09 | A kind of intelligent sound customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810904065.7A CN109151226A (en) | 2018-08-09 | 2018-08-09 | A kind of intelligent sound customer service system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109151226A true CN109151226A (en) | 2019-01-04 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201810904065.7A Pending CN109151226A (en) | 2018-08-09 | 2018-08-09 | A kind of intelligent sound customer service system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN109151226A (en) |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110035187A (en) * | 2019-04-16 | 2019-07-19 | 浙江百应科技有限公司 | A method of realizing AI and operator attendance seamless switching in the phone |
| CN111246027A (en) * | 2020-04-28 | 2020-06-05 | 南京硅基智能科技有限公司 | Voice communication system and method for realizing man-machine cooperation |
| CN112053597A (en) * | 2020-10-13 | 2020-12-08 | 北京灵伴即时智能科技有限公司 | Artificial seat training and checking method and system |
| CN112086092A (en) * | 2019-06-14 | 2020-12-15 | 广东技术师范大学 | Intelligent extraction method of dialect based on emotion analysis |
-
2018
- 2018-08-09 CN CN201810904065.7A patent/CN109151226A/en active Pending
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110035187A (en) * | 2019-04-16 | 2019-07-19 | 浙江百应科技有限公司 | A method of realizing AI and operator attendance seamless switching in the phone |
| CN112086092A (en) * | 2019-06-14 | 2020-12-15 | 广东技术师范大学 | Intelligent extraction method of dialect based on emotion analysis |
| CN111246027A (en) * | 2020-04-28 | 2020-06-05 | 南京硅基智能科技有限公司 | Voice communication system and method for realizing man-machine cooperation |
| CN111246027B (en) * | 2020-04-28 | 2021-02-12 | 南京硅基智能科技有限公司 | Voice communication system and method for realizing man-machine cooperation |
| CN112053597A (en) * | 2020-10-13 | 2020-12-08 | 北京灵伴即时智能科技有限公司 | Artificial seat training and checking method and system |
| CN112053597B (en) * | 2020-10-13 | 2023-02-21 | 北京灵伴即时智能科技有限公司 | Artificial seat training and checking method and system |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20190104 |
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| WD01 | Invention patent application deemed withdrawn after publication |