AI 客户服务
AI for Call Centers, Customer Care or Contact Centers: Redefining the future of Customer Services with AI.
High quality and personalized customer service is becoming a key challenge for enterprises.
Contact centres play an increasingly strategic role. Call centers represent a significant weight on businesses, up to 7% of operational costs for a CAC 40 company.
However, only 8% (source: “Closing the delivery gap” – Bain) of customers think they receive a superior quality service by calling a contact center.
Artefact is building the call centers of the future: 3 AI-powered solutions for 3 benefits:
- Improve customer satisfaction: Ensure ensure a better level of customer satisfaction throughout the call centre chain
- Improve quality of service: Coach each of your agents with personalised insights to improve the quality of service
- Reduce operational costs: We work with you to automate low added-value requests to focus on more complex tasks
Michel TOURNIÉ - 数字和数据项目负责人，MAIF
Client Case: Speech Analytics solution with MAIF , insurance company.
"Artefact 开发了自然语言处理 (NLP) 算法，以了解客户来电主题。它帮助我们确定了要在 MAIF 网站上开发的新的自我保健功能。得益于此，我们通过对客户来电的分析，深入了解了客户的真正需求"。
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。
- 客户满意度：我们衡量客户满意度，找出并解决客户不满意的根本原因，防止客户不满意。
- 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。
Value: 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
- Customer request Diagnosis: Reduce the time needed by your agents to identify customer issuers.
- Script walkthrough: Make sure the agent follows the correct contextualised resolution pattern.
- Information retrieval: Automatically display the information requested by the customer.
Value: +10% of first call resolution rate (Artefact client Average).
AUTOMATED SUPPORT: automate first level support and pre-qualify complex requests
鉴定客户请求：取代传统的 IVR 系统，用于接待客户和鉴定呼入请求。
回复简单请求：自动为所有低价值请求提供一级支持。
将请求转给最合适的代理：识别并将更复杂的请求转给最合适的代理。
Our expert content about Data & AI transformation
伟大的数据平台竞赛：为什么你的人工智能战略可能没有达到目标
Remember Business Objects? If you do, you might see where I'm going with this. We're heading into a period where Large Language Models (LLMs) capable...
架构解决方案：帮助客户实现无缝AI治理合规性
Explore our 4-step framework for building a strong AI governance foundation while ensuring compliance and maximize the benefits of AI for your organization. This is...
中国消费者数据收集：品牌如何了解他们需要知道的信息？
The most common question people ask Edouard de Mézerac, Artefact APAC CEO, is what kind of data a company or brand can access about consumers...
人工智能与竞争力：2030 年零售业的五大预测
Jérôme Petit, Managing Partner & Global lead Retail at Artefact, examines the uses of AI to see how it will serve retail by the year...
借助AI产生影响：技术可令我们的工作更出色
Despite general agreement that AI will transform most industries in the coming decades, a recent BCG survey of 2,700 companies revealed that only 11% have...
AI在新加坡和中国的应用：跨国企业的机遇与挑战
In a recent weekly video update, Edouard de Mézerac, Artefact APAC CEO, reported that Singapore's Deputy Prime Minister announced “a substantial investment of one billion...
