Detailed analysis of Hanyun Communication - Artificial Intelligence Voice Interactive System
In 2016, the industry was named the first year of artificial intelligence, and 2017 was a year of rapid expansion of artificial intelligence. Especially in the call center industry, the advantages of artificial intelligence technology are more prominent, and become the best scene to match weak artificial intelligence.
In 2018, Hanyun Communication opened the intelligent service mode of human voice, intelligent communication and support interruption with the core of “artificial intelligent interactive voice system, which brings people back to human value and frees people from repetitive mental workâ€. The enterprise creates the best call scenario.
I. Market demand and pain point analysis
1. The development trend of artificial intelligence
As early as March 5, 2017, the government work report proposed to accelerate the research and development and transformation of artificial intelligence and other technologies, and expand and strengthen industrial clusters. It is worth pointing out that this is the first time that "artificial intelligence" has been included in the government work report, and its importance is evident.
2, the external call industry pain points
Intense competition: fierce market competition and insufficient business. The demographic dividend disappears, the training cost is high, and it is difficult for people to recruit, difficult to manage, and difficult to stay.
Customers are hard to find: when the phone is sold, the hang-up rate is high and the emotional impact is high. It takes a lot of time to screen the intended customers, and the employees are suffering.
High cost of sales: wages, commissions, social security, telephone bills, venue fees, and management fees are constantly rising, making corporate managers headaches.
Large staff turnover: new turnover rate of new salesmen is difficult to control, and old salesmen are difficult to control, increasing recruitment costs and management costs. As people are lost, data loss and customer churn occur.
Long training time: New employees have insufficient sales experience, no standard sales speech, and it takes a lot of time to train. Uncontrollable people's emotional problems, often friction with customers.
Inaccurate data: Customer intent changes in real time, employee tracking records are not true, and it is impossible to count every sentence spoken by the salesperson and the customer.
3, artificial intelligence in the external call industry
Real-life voice interactive telemarketing; intelligent customer service, manual customer service, hybrid application;
Intelligent return visit, voice notification;
Speech analysis, semantic understanding, docking services;
Artificial intelligence, web customer service, WeChat customer service; intelligent analysis, query service.
Second, intelligent real-life voice intelligent interaction program process highlights
1. The value of intelligent voice interaction
High-efficiency filtering: automatic outbound call, automatic response, efficient customer data sorting, improve intentional customer conversion rate, and easily complete quantitative indicators.
Accurate big data: call data accurate to seconds, intelligent extraction of dialogue keywords, intelligent classification of big data notes, automatic gender recognition.
Low-cost management: The system works online, never leaving the company, reducing labor costs, recruitment costs, training costs, hardware costs, and lost costs.
Standardized implementation: Emotional standardization, standardization of speech, standardization of customer classification, and the system will always be standardized.
2, tailor-made automatic voice interactive system
Real-life voice group call: Customize live-action recording voice, one-button start, intelligent interaction automatically call the target customer group in real-life voice mode.
Interactive learning, continuous optimization: the more intelligent, the intelligent robot will be associated with the problem, combined with manual optimization, so that the marketing effect is getting better and better.
A variety of industry scenario template applications: According to the characteristics of each industry, analyze different target customer groups, develop a variety of voice speech templates, and quickly achieve the desired results.
Features function management settings: can set the task execution stop time, work on their own; full-time recording, follow-up data mining; combined with customer management, continuous follow-up.
3, massive marketing work is completed in three steps
Intelligent batch call: The system automatically calls out, directly detects the air number, wrong number and busy line, and the efficient outbound call strategy improves the work efficiency several times.
Intelligent voice interaction: system voice semantic recognition, real-life voice intelligent interaction, scene dialogue, customer real communication experience.
Automatic intention analysis: Accurately judge customer intent based on the duration of the dialogue between the robot and the user, the round, and the question asked by the customer.
4, Hanyun communication intelligent external call five characteristics
Speech recognition, natural language understanding, multi-round dialogue, knowledge map, accurate big data, interruption and transfer of labor when supporting calls.
5, the actual work effect comparison
Traditional manual sales:
100-300 per day;
Affected by various factors, the mood is fluctuating;
Repeated training, the professional level is difficult to guarantee;
Salary + venue + social security + recruitment + commission + vacation;
It is difficult for a professional to follow up and management is easy to lose.
Six knowledge sales:
800 or more per day;
Open all year round, state 5 stars throughout the day;
Independent intelligent learning, constantly accumulating better and better;
The fixed cost is much lower than the labor cost;
Automatic classification, the entire recording is clear and easy to check.
6. Key technologies of Hanyun Communication Intelligent Call Center Solution
The recognition rate of speech recognition (ASR) application scenario is up to 90% to reach the industry leading level; self-developed DNN (deep neural network training), NLP (Natural Speech Processing) engine technology; self-learning, continuous self-improvement, adopting silent agent mode , fast training.
7, technical details to better match the needs of large customers
The speech recognition is more accurate: the recognition accuracy is as high as 90%, which is about 10% higher. The deep neurological algorithm and the convolutional neural network algorithm have strong anti-noise performance and can be highly understood in a single question.
The interactive system has a fast reply speed: the local NLP processing can reach 400ms, and the average reply is 800ms. The similar products on the market should be 1300-2000ms.
Professional Web-side CRM: Advanced CRM customer management, human-machine switching, predictive multi-concurrency, database docking.
Support mobile phone web: professional sales and customer service management software, support mobile phone H5, mobile application more convenient, cloud or local deployment.
Support local offline deployment, also support cloud deployment, operational security is more secure, professional communication operation experience
Professional and flexible line access (wireless gateway, relay, IMS, etc.), the wireless gateway is placed on the user side to facilitate user maintenance.
8, five major security systems
cyber security
1. The transport layer is based on the SSL/TLS protocol for network transmission security.
2. Top safety agencies professionally assess and monitor safety.
Application security
1. The establishment of the data usage process ensures data independence and security.
2. Encrypted storage of important data and unified management to achieve bank-level data encryption transmission and storage.
Physical security
1. Continuous service security of physical equipment room equipment.
2. The telecom 5-star computer room has sufficient disaster preparedness measures.
system security
1. Alibaba Cloud's years of information security risk management and control to ensure cloud service security.
2, the top mechanism comprehensive monitoring system for loophole repair security and virus protection.
Management security
In the contract, the initiative assumes the responsibility of confidentiality to protect enterprise data security.
9, value-added services
Library entry and optimization: the initial establishment of the speech database, arrange for someone to assist in the production, and give targeted advice.
7X24 hour babysitting service: assign someone to conduct on-site training of products to ensure that every customer can use it normally.
Later operation and maintenance re-distribution: maintenance personnel on-site deployment after the deployment of the system, and give optimization recommendations.
10. Key Features of Hanyun Communication Intelligent Voice Interaction System
Liberating talents: liberating manpower, leting professional people do professional things, reducing repetitive work and enhancing work enthusiasm.
Statistical analysis of data: perfect customer image through telephone voice data, voiceprint recognition, gender, age, and dialogue
Reduce costs: Reduce recruitment, management and training costs.
Third, the applicable industry
Financial insurance: intelligent collection, P2P finance, telephone insurance, fund securities
Telemarketing: real estate marketing, product promotion, legal services, conference invitations
Customer Service Center: Complaint Center, Enterprise Customer Service, 4S Store Return, Telecom Operator
Internet industry: service confirmation, notification return visit, online customer service, other services, etc.
Government agencies: telephone consultation, industrial and commercial complaints, appointment services, various types of inquiries
Recruitment training: interview notice, invitation audition, retest return visit, course promotion
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