Call center management platform based on AI

Abstract

The invention discloses a call center management platform based on AI. The platform comprises a target AI answering port determination module, an answering call record extraction module, an answering and replying voice matching degree acquisition module, an answering and replying timeliness acquisition module, an answering and replying association degree acquisition module, a call ending service score acquisition module, a modeling processing module, a management database, a management server and a display terminal. The method comprises the following steps of acquiring a call answering voice parameter matching degree, call answering timeliness and call answering association degree corresponding to a target AI answering port, and acquiring an answering service score of a client to the target AI answering port after call answering is finished, so that a comprehensive answering service quality coefficient of the target AI answering port to a current calling client is comprehensively evaluated, the AI answering service quality is comprehensively evaluated, the evaluation basis is combined with the customer subjective answering service score and the AI answering dialogue objective parameters, and the reliability of the evaluation result is effectively improved.

Description

technical field [0001] The invention belongs to the technical field of AI call center management, and in particular relates to an AI-based call center management platform. Background technique [0002] The call center is an important part of a modern enterprise. As the portal of the enterprise, it is a bridge between the enterprise and customers, and also the basis for the enterprise to enhance customer loyalty and manage customer relationships. In the service-oriented social environment of the modern market economy, the call center It is getting more and more attention from enterprises. With the full arrival of the AI ​​era, the disadvantages of the traditional call center management model that uses manpower to make calls, such as high management costs and uneven call service quality, are becoming more and more obvious. In this case, the AI ​​call center has gradually replaced the traditional human call with its advantages of low cost and high efficiency, and has become th...

AI Technical Summary

Problems solved by technology

However, AI answering is not manual answering after all. Due to the limitation of the answering service control program, the flexibility of the answering service is poor. When there is confusion, it will cause poor answering service quality, so it is also necessary to evaluate the answering service quality of the AI ​​call center

[0004] However, the current evaluation of the quality of AI call center answering service is mostly based on the customer's rating of the AI ​​answering service. The evaluation basis used in this evaluation method is too subjective, ignoring the answering of the AI ​​answering port in the entire process of answering calls. Objective parameters of answering calls, such as voice matching degree of answering calls, timeliness of answering calls, correlation degree of answering calls, etc. These objective parameters of answering calls can truly and objectively reflect the quality of answering and answering services of the AI ​​answering port in the whole process of answering calls. The evaluation of answering service quality based on customer ratings on AI answering service is too one-sided, which can easily lead to low reliability of the evaluation results

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