Recently, the excellent achievements of ecological innovation in the Internet industry in 2019-2020, initiated by CIDI Network and Internet Economy magazine, were officially announced. Newsbird software was listed by virtue of its technological innovation advantages. Newsbird Intelligent Quality Inspection was selected as the "Best Product of Internet intelligent customer service in 2019-2020", becoming the only product listed in the customer service industry.
The purpose of this award is to promote the annual excellent achievements in the field of Internet industry ecology, establish industry benchmark and promote the rapid development of the industry. The award organizer pointed out that the outstanding achievements in innovation reflect a series of highlights in the fields of industrial Internet, intelligent manufacturing, digital transformation and industrial e-commerce in 2019-2020, bringing together the latest progress and achievements in the fields of standards, key technologies, dual-platform industrial Internet, industry-specific platforms in specific fields, industrial technology software, intelligent manufacturing and digital twinning.
As a tool to assist intelligent customer service management and help enterprise customer service center reduce cost and increase efficiency, intelligent quality inspection has been applied in a number of industries. The annual outstanding achievement is the embodiment of software innovation strength of the bird, but also the recognition of the commercial value of products from all walks of life.
As an intelligent customer service management tool with flexible configuration, Enbird Intelligent Quality Inspection breaks the traditional manual quality inspection mode by using technologies such as ASR, NLP, keyword retrieval and matching, multi-condition deep recursion and judgment, and carries out 100% full, fully automated real-time and offline quality inspection for calls in customer service centers and multi-channel customer service sessions.
The system quality inspection model is deeply rooted in services. It not only provides basic service model data, but also flexibly creates quality inspection content and builds quality inspection models based on service scenarios. Through the intelligent quality control system, enterprises can efficiently master and monitor the customer service work, constantly optimize and improve the service process, and maximize the value of the enterprise customer service center. Specifically, intelligent quality control system brings four major values to enterprises.
Liberate labor, improve quality inspection efficiency index
The enterprise can entrust the quality inspection work to the machine to realize the multi-channel 100% automatic quality inspection. After the enterprise has configured the quality inspection model, it can conduct all-round and multi-dimensional quality inspection, improve the quality inspection efficiency and coverage, and reduce the enterprise's labor cost, no matter the incoming or outgoing calls or the multi-channel conversation contents such as wechat, Weibo, website and APP.
Real-time feedback to reduce the risk of customer complaints
The intelligent quality control system can realize real-time quality inspection in batches + quality inspection within 10 minutes after the event. It can monitor the overall customer service status in real time, obtain quality inspection results in real time, quickly respond to violations, and reduce the risk of customer complaints.
Multi-dimensional report, improve the quality of customer service management
The intelligent inspection system can automatically generate multidimensional reports, which can help enterprises effectively improve their management level. Enterprises can generate reports of different dimensions according to quality inspection requirements, compare the service data of a single agent, a group of agents and all agents horizontally and vertically, and find the shortcomings of customer service in working attitude and skills, as well as the overall management and operation problems, so as to carry out targeted training for customer service personnel, optimize customer service personnel configuration and improve management level.
Data mining to find more potential business opportunities
Intelligent quality inspection is not only quality inspection. From the perspective of the underlying architecture and core technology, the intelligent quality inspection system not only completes the quality inspection work, but also carries out the filtering and mining of full data. Through data mining, enterprises can define various labels about products, services and competitors according to their needs, accurately grasp customer characteristics and needs, explore more potential business opportunities, provide effective data support for enterprise market promotion and publicity, and optimize products and services at the same time.
The new generation of intelligent customer service products need not only technical breakthrough, but also all-round access from the service before, during and behind the scenes and interaction of the whole process. As an important link and means of customer service management, intelligent quality inspection plays an important role in the supervision and guidance of the whole life cycle of customer service, which runs through the service before, middle and back end, and is the inevitable process for intelligent customer service to realize intelligent upgrade.
Newsbird Intelligent quality Inspection is based on this concept, therefore, Newsbird intelligent quality inspection is very high availability and scalability, internal and a series of intelligent customer service products of Newsbird software formed an integrated service ecology, external access to any third-party system support third-party system access, can provide customized intelligent quality inspection solutions for enterprises.
In addition to intelligent quality inspection, the software integrates big data, cloud computing, AI and other technologies to create a series of products such as cloud call center, omni-channel cloud customer service, voice robot, online customer service, intelligent education and so on, which have become the preferred choice for many enterprises to upgrade the customer service center.
Through a series of products and technologies, infuses the power of science and technology into the development of enterprise customer service center, forming a development ecology integrating customer service, management, marketing, quality inspection and education, and has become an industry leader in the era of intelligent customer service. In the future, Infobird will continue to deepen its technology and products, continue to expand the application scenarios of intelligent customer service, and enable the development of more enterprises.
