Today, AI, like hydropower and coal, is becoming the infrastructure of business. In the field of customer service, AI has penetrated into every process of service. In addition to common front-end intelligent services such as self-service navigation service and voice robot, customer service quality inspection, which has always been hidden behind customer service, also shows new vitality under the support of AI.
Intelligent quality inspection is a set of Robotic process automation (RPA) system built on the basis of big data, AI and other technologies to help the enterprise realize automatic intelligent quality inspection of customer service work. The enterprise only needs to set various models and parameters, and can complete the quality inspection task completely apart from manual labor. Its most intuitive significance is to improve efficiency and save labor costs. Taking the intelligent quality inspection of the bird as an example, compared with the manual quality inspection, the quality inspection efficiency is increased by more than 100 times, and the labor cost is reduced by more than 80%.
Some people even predict that intelligent quality inspection will completely replace manual quality inspection. Although this statement is exaggerated, it also shows that quality inspection, as an important link of customer service management, is very suitable for the growth of AI. As we all know, data, algorithm and computing power are the three driving forces to promote the progress of AI. The customer service center has massive data, and the application of AI algorithm and computing power can upgrade the quality inspection method. Conversely, intelligent quality inspection is also the training and improvement of algorithm computing power.
Therefore, intelligent quality inspection has attracted much attention in recent years. More and more enterprises begin to upgrade customer service management through intelligent quality inspection. Then how does AI apply practice in the field of intelligent quality inspection? What is the future value of intelligent quality control? As a technology-oriented service provider with nearly 20 years of deep cultivation in the customer service field, Enbird Software is one of the earliest enterprises to promote intelligent quality inspection and has accumulated rich experience in intelligent quality inspection.
To be the leader of customer service quality control: the breakthrough and innovation of intelligent quality control of Newsbird
The process of intelligent quality inspection is usually to convert the recording into text first, and then the system analyzes and judges the text file based on natural language processing technology for keyword comparison, semantic comparison of standard language, and rule logic (speech speed, time interval, number of words, context, etc.).
Shinebird Intelligent Quality inspection is built on the basis of the most advanced AI technologies such as ASR, NLP and knowledge graph. In the aspect of speech recognition, Xingbird Intelligent Quality Inspection adopts the original domestic mixed model LC-BLSTM-DNN/LFR-DFSMN, which reduces the error rate by 30% compared with the traditional method. The original LFR decoding technology can increase the decoding rate by more than 3 times, customize the exclusive model for the specific field, and maximize the recognition effect.
Newsbird intelligent inspection supports keyword and re detection, mute detection, snatch detection, call duration detection, speech speed detection, semantic detection, emotion detection, etc. It can conduct inspection on customer service work from multiple dimensions.
In addition to the conventional "keyword + regular" model, Xinbird Intelligent Quality inspection introduces the most advanced NLP pre-training model - ALBERT model, which is lighter and faster in application, low memory consumption, saving time and effort, and better quality inspection effect. Moreover, based on years of industry accumulation, Infobound software has built a rich knowledge graph system, which can provide knowledge search, storage and reasoning at the semantic detection level, and raise the quality inspection efficiency and accuracy to a new height.
Through the integration of a number of technologies, the product functions and effects of Infobiao intelligent quality inspection are in the leading position in the industry. It not only breaks the dilemma of traditional quality inspection, but also carries out pioneering exploration and practice in data mining, model training and other aspects.
Coverage, efficiency and accuracy have been improved
In terms of coverage, the intelligent quality inspection can achieve 100% full automatic quality inspection, all channel dialogue data can be quickly quality inspection, no error detection and leakage detection, to help enterprises to comprehensively feel the pulse of customer service problems. In terms of quality inspection efficiency, Newsbird intelligent quality inspection supports real-time quality inspection as well as offline quality inspection, which improves the quality inspection efficiency by more than 100 times compared with manual quality inspection. In the accuracy, the intelligent quality inspection bird adopts the most advanced quality inspection model, quality inspection accuracy is leading in the industry.
It is worth mentioning that the second level real-time quality inspection of the intelligent bird can quickly discover customer service problems, and remind the seat staff to adjust in time. Customer service managers can also know the working conditions of each agent at any time through the real-time monitoring system, and if they find violations, they can immediately intervene to deal with them, effectively reducing the risk of customer complaints.
Record module upgrade, manual recheck to strengthen training
The recording module can automatically record the data information after voice text, record the quality inspection score, record the matching situation of quality inspection items and check the location, support manual appeal, recheck, automatic correction of matching results and report results, and support message notification push of key quality inspection rules. Through manual reinspection, the quality inspection model can be trained and the quality inspection accuracy can be continuously improved.
Multidimensional data statistics to help improve customer service management
The system can perform intelligent statistical analysis on quality inspection content and automatically generate multidimensional reports according to requirements. With the help of visual data analysis, quality control and customer service managers can effectively understand the working conditions of all customer services, check the gaps and fill in the gaps, rationally allocate personnel and carry out training plans.
The application of AI in the field of customer service quality inspection is the inevitable landing of technology, but also the need of intelligent upgrade of customer service center. As a leader in promoting the intelligent upgrade of customer service center, Shinebird Software takes the lead in extending various cutting-edge technologies to the field of quality inspection, which is an important layout for the company to improve the ecological service chain of customer service. Therefore, the intelligent quality control company does not simply export technology, but also hopes to help enterprises build an intelligent engine with quality control data as the core through technology enabling.
With quality control data as a springboard, how does the customer service center jump the era
In terms of the overall development of the customer service center, the customer service center has been playing the role of a cost center in the past, and the customer service quality inspection often costs a huge amount of manpower and time. The quality inspection data has been hidden in the cloud and is simply used for customer management. The emergence of intelligent quality inspection enables us to make use of its value.
In the era of intelligent economy, it has become a market consensus to understand consumers and occupy their hearts through data, and quality control data has a natural value advantage.
It carries the real data of the interaction between enterprises and customers with a large amount of data, including consumer demand, customer portrait, market trend, potential risk and other multi-layer information. It is the "spokesperson" of customer demand and the "barometer" of market trend. Mining the value of quality inspection data can help enterprises occupy the market heights and stimulate the expansion and increase of stock.
Xbird intelligent quality inspection can cover the full range of scenarios such as pre-sales marketing, pre-sales return visits to prospective customers, answering customer consultation questions, receiving customer suggestions, providing product and service selection suggestions, after-sales customer feedback, after-sales training, complaint handling, secondary sales, etc. By analyzing and insight into the data of these scenarios, Enterprises can define various labels about products, services, competitors and so on according to the needs, accurately grasp the characteristics and needs of customers, explore more potential business opportunities, and guide the market promotion and product research and development.
For enterprises, quality control data is a very valuable intangible asset. However, modern customer service centers are developing towards multi-channel and multimedia methods. Customer service data are diversified in forms and scattered in storage. Therefore, it is not easy for enterprises to realize all-channel data quality inspection and analysis.
As a standardized quality inspection product, Newsbird Intelligent Quality inspection system provides a general API interface that can access any third-party system and support third-party system access, such as the call center system, various online communication channels, CRM system, and so on. Through integrated analysis of multi-scene and multi-system data, visual results such as user portrait and market demand are generated to guide enterprise operation and business expansion.
With the help of quality inspection data, the customer service center will be able to transform from the cost center to the profit value-added center, from providing basic support and services for enterprise management, to become the decision-making factor guiding the development of enterprises and the driving force to promote growth, perfect jump the dragon gate of the era of intelligence, help enterprises to grow rapidly in the new economic era.
Archimedes said, Give me a fulcrum, and I will pry up the earth. Intelligent quality inspection data is an important fulcrum for customer service centers to realize intelligent transformation. Taking data as the core can radiate to service, management, marketing and other links. The most important thing is to master the customer needs through data, which is the core element of business.
Newsbird intelligent quality inspection, coming from the wave of AI era, has been applied in many fields such as financial marketing, financial customer service and financial collection. In the future, Newsbird software will continue to ride the waves, deepen the integration of technology and scene, and strengthen the convergence of intelligent quality inspection, intelligent customer service, intelligent marketing, customer service robots and other ecological products. Inject more vitality into the development of customer service industry.
