In recent years, with the maturity of technologies such as speech transcription, semantic understanding, and machine learning, more and more companies have begun to deploy intelligent quality inspection systems based on AI technology to help agents, sales, and service teams improve communication quality management capabilities , while improving the customer experience in communication.
However, whether it is the initial manual quality inspection or the current AI intelligent quality inspection, the main requirement to meet is compliance quality inspection. It mainly focuses on checking whether employees use some illegal words in the process of communicating with customers, whether the communication words meet the requirements of the enterprise, etc.
However, it does not involve process compliance and response sales follow-up capabilities involving specific insight into business processes, transaction and service process quality inspections of service personnel service capabilities. DuDuTalk's AI intelligent quality inspection is based on compliance quality inspection, and has made special adjustments to a series of process SOPs for sales enablement, sales enhancement, and service improvement required for offline sales and service scenarios, increasing AI business Process quality inspection.
1. What is AI business process quality inspection?
AI business process quality inspection is the process of using artificial intelligence technology to automatically identify, extract, analyze, evaluate and give feedback on data, voice and other information in the business process according to the enterprise standard SOP, and check the communication between sales representatives and service personnel and customers Whether the process is compliant, and whether the transaction follow-up process complies with the standard operating procedure (SOP).
Based on deep learning, natural language processing, speech recognition, computer vision and other technologies, combined with contextual semantic understanding, it can accurately process and judge a large amount of business data in a short period of time. At the same time, AI business process quality inspection can also improve the management efficiency and risk control ability of business processes through functions such as automatic alarm and intelligent investigation.
Enterprises can set a variety of quality inspection rules to check whether the communication process between sales representatives and customers is compliant, and whether the transaction follow-up process complies with the standard operating procedure (SOP). Combining various quality inspection scoring items with the transaction order data, analyzing the relationship between each scoring item and sales transaction, can let the enterprise know which quality inspection scoring item can increase the probability of success, and focus on the content of this scoring item .
2. The application value of AI business process quality inspection in sales scenarios
In sales scenarios, AI business process quality inspection can exert its application value through the following aspects:
(1) Quick insight into business risks. Through the quality inspection of the transaction promotion process and the benchmarking standard SOP, we can clearly understand the performance of sales in each link, the execution of key nodes, compliance status, and where are the key nodes that trouble transaction progress? Where is the team generally losing points. All can be automatically presented and consulted through the background.
(2) Quickly promote the success of the transaction. By automatically identifying, filtering and analyzing a large amount of sales communication data, discover and summarize the business execution process of star salespersons and sales teams, and optimize the sales SOP process to replicate the most effective sales promotion process strategy.
At the same time, AI business process quality inspection can help sales staff quickly understand the needs of customers in each link, more accurately locate the link in which customer problems occur in sales, assist in formulating reasonable sales strategies, and improve sales efficiency and turnover rate.
(3) Improve sales management efficiency. Different from a single compliance quality inspection, DuDuTalk's compliance + process quality inspection mode can realize 100% real-time quality inspection covering the entire communication process. Managers can not only grasp the sales staff's illegal speech, but also know the specific performance of each business link, so as to achieve more comprehensive evaluation and guidance for employees.
3. The application value of AI business process quality inspection in service scenarios
In service scenarios, AI business process quality inspection can exert its application value through the following aspects:
(1) Improve service standards. Through the process quality inspection of the service link, it is possible to quickly grasp the implementation of the established links in the employee service process. It is no longer like before, only knowing that the service personnel have a risk problem or after receiving a complaint to understand the service problem of the employee, and in which link it specifically occurs. Which link does the team's risk points exist... these are impossible to grasp.
Now, through the process quality inspection, it is possible to quickly locate the specific problem link of the service personnel, solve it in a targeted manner, and improve the service quality.
(2) Automated service return visit. AI business process quality inspection can automatically analyze customer feedback data, return visits and follow up on problems in customer service scenarios, solve customer problems and needs in a timely manner, and improve customer satisfaction and loyalty.
To sum up, AI business process quality inspection has great application space and value in sales and service scenarios. With the continuous development and innovation of artificial intelligence technology, it is believed that in the future, AI business process quality inspection will become an important tool for all walks of life to improve business efficiency and quality.