AI FOR CALL CENTER

呼叫中心的人工智能。用AI重新定义客户服务的未来。

With the rise of e-commerce, ensuring a high-quality customer service is becoming a key challenge for enterprises.

在这种情况下,联络中心发挥着越来越大的战略作用。

联络中心对企业来说是一个重要的砝码--对于CAC40的公司来说,它的运营成本高达7%。

然而,只有8%的客户(来源:"缩小交付差距"-贝恩)认为他们通过致电服务中心获得了优质的服务。

3 AI-powered solutions

Artefact 正在建设未来的呼叫中心。3个AI驱动的解决方案带来3个好处

提高客户满意度
确保整个呼叫中心链的客户满意度达到更好的水平

提高服务质量
用个性化的见解指导你的每个代理,以提高服务质量

降低运营成本
我们与你合作,将低附加值的请求自动化,以专注于更复杂的任务

Michel TOURNIÉ - 数字和数据项目负责人,MAIF

Client Case: Speech Analytics solution with MAIF – INSURANCE COMPANY

 

“Artefact developed Natural Language Processing (NLP) algorithms to understand customer call topics. It helped us identify new selfcare functionalities to develop on the MAIF website. Thanks to this, we obtained good insights of what our customers really need through the analysis of their calls.”

关键优势

1.3M calls (20%) calls identified as avoidable because they are low added-value requests for the agents.
– +15 new online features to be integrated in the selfcare roadmap that answer these low added value requests.

语音分析:从你的通话记录中产生可操作的业务洞察力

我们帮助你分析客户或代理的对话,以了解为什么会有电话产生。然后,我们推荐流程和结构来尽量减少这些问题。我们提供什么。

联系的原因:我们了解客户接触你的联络中心的原因并预测他们的需求。

Customer Satisfaction: We measure customer satisfaction and identify and address the root causes of dissatisfaction to prevent it.

质量监测:我们评估代理人的表现,以帮助他们提高服务质量。

价值:

Avoid up to 20% of calls by addressing new customer needs with more than 15 new online features identified from customer call insights.

人工智能教练:用语音助手实时帮助你的代理人

客户请求诊断:减少你的代理识别客户发行人所需的时间。

脚本演练:确保代理遵循正确的语境化解决模式。

信息检索:自动显示客户要求的信息。

价值:

首次通话解决率的+10%(Artefact 客户平均)

自动支持:自动提供第一级支持,对复杂的请求进行预审

Qualify customer request: Replace the traditional IVR systems to welcome customers and qualify inbound requests.

Answer simple requests: Automate the 1st level of support for all low-value requests.

Route the request to the best available agent: Identify and route the more complex requests to the most appropriate agents.