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Telemarketing customer service system based on artificial intelligence and business operation mode

A customer service system and artificial intelligence technology, applied in the field of artificial intelligence, can solve problems such as inability to accurately dispatch and verify orders, increase the probability of quality inspection errors, and increase investment in labor costs, so as to achieve intelligent service tracking and monitoring, improve Accuracy rate and the effect of shortening the time for checking orders

Inactive Publication Date: 2017-11-07
SHANGHAI HANGDONG TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

This kind of quality inspection mode not only greatly increases the investment of enterprise labor costs, but also cannot avoid the fatigue of personnel due to manual quality inspection, heavy workload and repetitive work, thereby increasing the probability of quality inspection errors; at the same time, because It is a manual quality inspection, so many businesses need to be activated after quality inspection, which cannot be performed in real time
[0005] To sum up, the existing order processing is mainly manual order dispatching and manual verification. The order processing efficiency is low, requiring a lot of manual labor, and it is impossible to accurately dispatch orders and accurately verify orders according to customer needs and customer service capabilities.

Method used

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  • Telemarketing customer service system based on artificial intelligence and business operation mode
  • Telemarketing customer service system based on artificial intelligence and business operation mode
  • Telemarketing customer service system based on artificial intelligence and business operation mode

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0048] see figure 1 , this embodiment discloses an artificial intelligence-based electric customer service system, including an intelligent emotion recognition system, a user intelligent portrait system, an intelligent order dispatching system, an intelligent order verification system, and a quality inspection system;

[0049] The intelligent emotion recognition system 101 is used to identify the audio features in the recordings of each customer service and historical customers, and generate a personality model for each of the customer service and each of the historical customers;

[0050] A large number of recordings of customer service and historical customers have been accumulated in the platform. By verifying and comparing a large number of voice information parameters, the audio characteristic values ​​such as speech speed, intonation, frequency, volume, and fluctuation value are combined, analyzed and judged accordingly. , forming a personality model of each of the custo...

Embodiment 2

[0086] see Figure 4 , on the basis of Embodiment 1, the electric business customer service system disclosed in this embodiment also includes:

[0087] The intelligent forecasting system 106 is used to save the intelligent portrait of each customer service, each customer and each task, and each business order, and to make a prediction for each customer service within a preset period. , intelligent portraits of each customer and each task, and intelligent analysis of each order to predict the type and scale of tasks in the next preset period.

[0088] Preferably, the intelligent prediction system 106 is also used to count the complaint information and task volume of each type of task within the preset period, and according to the complaint information and task volume of each type of task within the preset period, according to Preset early warning rules to determine whether to carry out early warning prompts.

[0089] It should be noted that for each customer service smart por...

Embodiment 3

[0094] see Figure 5 , based on the artificial intelligence-based electric business customer service system disclosed in the above embodiment, this embodiment discloses a business operation mode of the artificial intelligence-based electric business customer service system, which is applied to the electric business customer service system, including:

[0095] The intelligent emotion recognition system recognizes the audio features in the recordings of each customer service and historical customers, generates a personality model for each of the customer service and each of the historical customers, and monitors the real-time recordings of each of the customer service and corresponding customers , identifying the current customer service and the emotional category of the customer, and determining whether to send emotional prompt information to the customer service according to the current customer service and the customer's emotional category;

[0096] The user intelligent portr...

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Abstract

The invention provides a telemarketing customer service system based on artificial intelligence and a business operation mode. According to records of various customer services and historical clients in a platform, a character model of every customer service and a character model of every historical client are generated based on emotion identification system. By adopting an artificial intelligence analysis technology, multidimensional analysis of every customer service, every task, and every client is carried out to generate the intelligent portrait of every customer service, the intelligent portrait of every task, and the intelligent portrait of every client are generated. The intelligent matching of the intelligent portrait of every customer service, the intelligent portrait of every task, and the intelligent portrait of every client is carried out according to a preset rule, and then a plurality of orders are generated, and accurate marketing among the customer services, the tasks, and the clients is realized, and therefore personalized service is provided for the clients. After the orders are finished, the intelligent vouching of the finished orders by adopting a speech recognition system and a preset vouching strategy, real-time quality inspection and real-time billing are realized, and finally, work load of workers is effectively reduced, vouching time is shortened, and the accuracy of the quality inspection is improved.

Description

technical field [0001] The present invention relates to the technical field of artificial intelligence, and more specifically, to an artificial intelligence-based electric customer service system and business operation mode. Background technique [0002] With the in-depth research and application of big data and artificial intelligence technology, enterprises are increasingly focusing on how to use big data and artificial intelligence to provide precise marketing and professional and high-quality services, and then deeply tap potential business value and improve enterprise service quality . [0003] At present, in the electric customer service industry, due to the uneven quality and ability of employees, and the high mobility of employees, it is impossible to accurately understand the actual working ability of customer service. At the same time, the business distribution cannot dynamically adjust the workload according to the actual ability of customer service, and At prese...

Claims

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Application Information

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IPC IPC(8): G06Q30/00G06Q30/06G10L15/02G10L25/63
CPCG06Q30/016G06Q30/0635G10L15/02G10L25/63
Inventor 朱宇光
Owner SHANGHAI HANGDONG TECH CO LTD
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