With the development of the new economy, more and more companies are increasing their requirements for “customer experience”. The traditional manual inspection method of customer service quality inspection cannot meet the demand. AI artificial intelligence is playing an increasing role in the field of quality inspection. , Intelligent quality inspection products are deeply applied to customer service management, helping companies to achieve double optimization of quality inspection efficiency and effectiveness, improve customer service, and enhance customer experience.
In the process of digital transformation, the management needs of enterprises are constantly increasing. Faced with the expansion of application scenarios, customer service management needs higher quality inspection accuracy to avoid misleading caused by deviations; rich data analysis dimensions help managers to insight into the problems reflected in the data and provide support for business decision-making.
AI is restructuring the customer service industry and helping the industry enter into intelligent management. In response to the problems and pain points of customer service quality inspection management, Wofeng Technology GaussMind intelligent quality inspection relies on core technologies such as artificial intelligence, big data, cloud computing, etc., and performs full quality inspection through machines to achieve automation and digital management; dig deeper into the value of data and carry out more Dimensional visual data analysis can fully control the risk of complaints, and can score and assist the service of customer service personnel, optimize performance management, use technology to improve customer experience, and meet the needs of enterprises to reduce customer service management costs and improve management efficiency. Employees and customers are satisfied.
Machine quality inspection
Traditional quality inspection usually means that the quality inspector extracts part of the call and dialogue data for inspection, and detects whether the agent has irregular or non-standard speech behaviors during the service process, such as swearing, mocking, evasive, over-promising, etc., in order to regulate the behavior of the agent , And then improve the quality of customer service. According to industry data, the sampling rate is only about 1% to 10%. For some companies that do not pay attention to this process, the sampling rate is even lower.
Under the traditional method, there are many problems in manual quality inspection, which seriously affect the realization of the value of customer service management:
-Low quality inspection efficiency and high cost: low coverage rate ；
-Delay in risk warning: customer sentiment and true intentions are difficult to grasp, and business risks are uncontrollable;
-Inconsistent quality inspection evaluation: the understanding and implementation of quality inspection standards vary from person to person, and it is difficult to achieve objective consistency due to the influence of the personal qualities of the quality inspectors;
-Quality inspection data is difficult to summarize: unable to dig into customer needs, resulting in loss of sales leads and loss of potential customers.
With the rapid development of AI technologies such as speech recognition, natural language understanding, and deep learning, intelligent quality inspection systems have received widespread attention. Wofeng Technology’s GaussMind intelligent quality inspection improves the efficiency of customer service management through automated machine quality inspection.
Based on AI capabilities, Wofeng Technology GaussMind intelligent quality inspection has the following functional values:
1) The quality inspection model engine is rich, the rules are diverse, and the combination method is flexible
Multi-dimensional quality inspection models are set up to fully meet the individual needs of enterprises and further enhance the richness of quality inspection capabilities.
-Speaking skills dimension: Deeply understand the content of speech skills, specify the detection role and detection range, and support process detection;
-Interaction dimensions: silence, snatching, and repetition;
-Feature dimensions: sentence length, sentence pattern, speaking speed, volume, emotion analysis;
-Information dimension: data detection along the way, quality inspection is more accurate.
2) Machine automatic quality inspection + manual sampling inspection, work more efficiently and check more accurately
The robot performs full quality inspection and can automatically complete quality inspection tasks in accordance with the rules. The quality inspector only needs to view a few question sessions to complete the re-inspection, which increases the efficiency by more than 10 times and effectively saves a lot of labor costs.
3) High accuracy rate of quality inspection
In terms of speech recognition, Wofeng Technology adopts an error correction model to correct the professional terms of the customer’s business, such as filter elements, service stations, gasoline, and engine oil in the automotive industry. This greatly improves the accuracy of recognition and is conducive to better semantic understanding. accurate. In terms of semantic understanding, Wofeng Technology uses deep learning models such as TextCNN and BERT, uses corresponding rules based on business understanding, and fully considers business scenarios, tone, context and other factors. The quality inspection accuracy rate exceeds 90%. In addition, at the same time of manual sampling, the quality inspection model can also be trained and optimized, so that the more the quality inspection model is used, the smarter and the more accurate it is, achieving the effect of “training back feeding”.
data analysis
With the deepening of use, more and more companies realize the value of intelligent quality inspection systems. At the same time, they also hope to build their own customer service key performance indicator system with the help of AI capabilities to test and evaluate the quality of customer service staff’s work and find services. The loopholes in the call center can improve the overall service level of the customer service center; and through high-value data analysis, it can find business hotspots, difficulties, and problems, and provide references for business operations and organizational decision-making.
Based on big data in business scenarios, Wofeng Technology GaussMind intelligent quality inspection has the following data analysis capabilities:
1) User portrait label: According to the content of the conversation, analyze business tags, customer sentiments, and keyword clouds to understand customers, know yourself and your opponents, and fight forever.
2) Portrait of customer service staff: Targeted and focused adjustment of management methods to improve customer satisfaction and stimulate customer enthusiasm to bring better services to customers.
3) Business analysis: Making full use of high-value customer service data, conducting public opinion discovery, business analysis, and timely adjustment of service strategies and business strategies can effectively assist business decision-making and increase ROI.
4) Risk warning: The system continues to control risk throughout the whole time. Once a risk point is found (the customer personnel are detected asking customers, complaints, etc.), the system will automatically issue an early warning and notify the responsible person to deal with it as soon as possible, so that potential risks are contained in the embryonic stage.
Combination of two swords
Wofeng Technology’s GaussMind intelligent quality inspection system has achieved many successful practices in insurance, automotive, e-commerce, milk powder and other industries. Well-known customers include Dewu, Kimberly-Clark, Weimar Motors, Feihe milk powder, Yili milk powder, etc., effectively improving customer service management The degree of intelligence.
1) Improve work efficiency and reduce labor costs
Intelligent quality inspection uses full quality inspection on customer service channels such as voice, text dialogue, and corporate WeChat conversations. The quality inspection coverage rate is 100% and the accuracy rate exceeds 90%, reducing the cost of manual quality inspection and realizing efficient allocation of human resources.
2) Improve service quality and reduce business risks
Intelligent quality inspection helps the customer service team improve service quality and brand satisfaction; intelligently tap high-frequency problem feedback to the business department for optimization and improvement, and reduce the rate of customer complaints.
3) Find more clues through data analysis to promote corporate growth
The data analysis in the quality inspection process can promptly discover the customer’s favorable comments on the product, and feed it back to the operation department to promote the promotion of product sales.
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