Sales Response Quality Evaluation via Dialogue Index Calculation
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Solution Overview
Problem
Existing methods for evaluating response quality in sales activities, particularly in inside sales, face challenges in obtaining sufficient call duration information for quantitative evaluation and conducting comprehensive qualitative evaluation without incurring high costs.
Innovation Solution
A response quality evaluation device that calculates index values related to response quality using data from dialogues between sales personnel and customers, and displays these values on a terminal, allowing for efficient evaluation of sales activities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the number of samples for qualitative evaluation is increased to improve evaluation comprehensiveness, then the evaluation quality is improved, but the costs (expense and time) increase
Solution Approach 1:
The evaluation system segments call data into multiple dimensions (call duration, talk ratio, customer utterance ratios, sentiment scores) that can be independently calculated and aggregated. This allows comprehensive evaluation through systematic processing of individual call records rather than requiring numerous manual samples
Solution Approach 2:
The patent replaces manual qualitative evaluation (mechanical human review) with automated computational analysis using AI models for sentiment analysis and speech processing. This substitution enables processing of large volumes of call data without proportionally increasing human labor costs
Solution Approach 3:
The system transforms qualitative evaluation into quantitative parameters by calculating specific metrics (call duration, talk ratio, sentiment scores) from raw call data. This parameter transformation enables automated computation and aggregation across many calls without requiring manual review of each sample
2Measurement precision
If call duration information is collected more extensively to improve quantitative evaluation, then the evaluation accuracy is improved, but the data collection complexity and costs increase
Solution Approach 1:
The call data collection system is designed to universally capture multiple evaluation parameters (duration, talk ratio, sentiment) through a single integrated data collection process. This multi-functional approach avoids the need for separate data collection mechanisms for each metric, reducing overall system complexity
Solution Approach 2:
The system introduces an intermediary data processing layer that automatically extracts and structures evaluation parameters from raw call recordings. This intermediary layer simplifies data collection by handling the complexity of parameter extraction automatically, allowing accurate quantitative evaluation without manual intervention
Data Source
AI summary
A response quality evaluation device according to one embodiment is a response quality evaluation device configured to evaluate response quality related to sales activities. The response quality evaluation device includes: a calculation unit configured to calculate an index value related to the response quality in accordance with data related to a dialogue between a person in charge of the sales activities and a customer; and a display control unit configured to display the index value on a terminal in response to a request from the terminal that is connected to the response quality evaluation device via a communication network.