A gas company in a certain city, because the group has clear requirements for customer service quality, considering that the traditional manual quality inspection mode is not only time-consuming and labor-intensive, but also easy to be affected by subjective factors, it is difficult to ensure the consistency and comprehensiveness of the quality inspection results. Therefore, the gas company wanted to deploy an intelligent voice quality inspection system to conduct quality inspection on the call recordings of customer service, so as to ensure the service quality of customer service personnel, improve customer satisfaction, and help the gas company improve its risk management and control capabilities.
Application scenarios of intelligent voice quality inspection system in gas companies:
The intelligent voice quality inspection system converts the call content between the customer service and the customer into the form of text dialogue through automatic speech recognition technology, and then uses natural language processing technology to automatically process and deeply analyze all customer service recording data, without personal emotions and subjective factors, and supports real-time and post-event quality inspection. In addition, the abundant detection algorithms can provide gas companies with a variety of speech semantic rules that can be customized on demand, which greatly improves the efficiency of call center quality inspection and ensures the objectivity and comprehensiveness of quality inspection results.
The intelligent speech quality inspection system analyzes speech characteristics through natural language processing technology and identifies mute, speech speed, and word grabbing; Identify emotions, detect dialogue logic and customer service attitude, analyze customer service professionalism, etc., and automatically score customer service.
We can customize the configuration of quality inspection rules according to the business needs of the gas company, and set up multiple quality inspection points according to different roles (customers/customer service), such as non-standard speech, sensitive words, prohibited words and other quality inspection points, when the quality inspection process is triggered to the quality inspection point, the system will extract key business information from the call content in accordance with the set rules, judge violations, including positioning after the risk occurs and prediction before the risk occurs, risk control and early warning on the service process, avoid concealment and omission, and locate the problem call. Find customer service shortcomings and improve customer service quality.
Secondly, the intelligent voice quality inspection system provides a complete quality inspection process, such as supporting AI intelligent quality inspection, report statistical analysis, manual review, quality inspection appeal, quality inspection report and other complete quality inspection processes. If the customer service staff has any objection to the quality inspection results, they can also file a complaint review to ensure that the quality inspection results are fair, objective and accurate.
What about the docking between the intelligent voice quality inspection system and the enterprise's own business system?
The intelligent voice quality inspection system is an independent system that supports privatized deployment. The gas company can purchase it separately, directly connect to the original customer service system of the enterprise, and push the recording to the intelligent quality inspection system for quality inspection on the local server according to the interface form of the recording file. Realize the integration and docking of the intelligent voice quality inspection system and the customer service hotline system of the gas company, which is convenient for enterprises to carry out business flexibly and save operating costs.
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