【案例】上海朋数:百度AI创造话务质检精灵
用户已被禁言 发布于2019-05 浏览:3916 回复:23
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【案例】上海朋数:百度AI创造话务质检精灵,助力企业服务升级

 

价值成果

1、对话情绪识别和百度语音技术联合使用,帮助业务人员准确定位话务人员与客户沟通中的矛盾点,以此进行话务人员的培训,提高员工的业务素养与服务质量。
2、人工质检工作从原来的人工抽查,变为全覆盖的自动化检查,解决了人工质检的低效问题,平均节省企业90%的质检人力。

 

案例故事

核心诉求

随着互联网经济的繁荣发展,越来越多的企业开始关注服务质量,如何高效地进行客服质检、如何根据质检结果提高客服质量,成为上海朋数遇到的新难题。
解决方案

话务质检精灵通过百度语音识别与对话情绪识别接口,帮助质检员自动完成对录音的调听和打分,通过大数据建模以及数据分析,帮助企业从中挖掘客户的关注点,聚焦业务问题和产品问题,间接改善企业的经营管理与业务水平。
流程如下图:
1、将通话数据数据传入百度语音识别API接口,将语音转换为文本,并进行敏感字检测;
2、将文字通过对话情绪识别接口得到的情绪评分作为特征,得出用户情绪的概率分布;
3、呈现所有标注数据,用自建模型做进一步分析,得出检查结果。

本案例中使用产品:对话情绪识别、语音识别

对话情绪识别:https://ai.baidu.com/tech/nlp/emotion_detection

语音识别:https://ai.baidu.com/tech/speech/asr

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