According to a McKinsey report, among the 800 surveyed companies around the world, 70% of them have already carried out digital transformation, but only 20% of them have successfully achieved digital transformation. Therefore, how to successfully realize the digital transformation of enterprises is a new topic for every enterprise in the post-epidemic era.
With the popularity of AI technology, conversational data, which was ignored by enterprises in the past, has also become the focus of attention, and voice data has become an indispensable part of promoting the digitalization of enterprises . Foreign leading companies in the field of conversational intelligence, and domestic companies such as iFlytek are building conversational intelligence platforms to help enterprises in their digitalization process.
So what exactly can conversational intelligence do in promoting enterprise digitalization?
The sales and service personnel of the enterprise will have a lot of dialogues during the offline interaction with customers. These reflect the real situation of the sales process, and the valuable information containing customer needs was in a "black box" state in the past. Sales standard speech and services Is the execution of the process in place? Is there a violation in sales? How to capture the precise users who come to the store, effectively extract customer needs, and formulate precise sales strategies? These problems have always plagued enterprises.
In addition, due to the lack of "process data" support, the store operation system and service strategy cannot be dynamically adjusted, and the cost of trial and error is high. How to use data to improve store operation decision-making efficiency? It has also become a problem that companies need to consider.
Now, through DuDuTalk's smart conversation platform, based on AI technology, it integrates front-end smart badge hardware devices and conversation smart cloud platform software and hardware products to provide voice data collection, speech quality inspection analysis, customer intent capture and process supervision and management capabilities. . From the front-end of marketing to the back-end, realize the connection of customer visits, sales reception, customer revisit, sales tracking, and transaction signing. The whole process of sales and service in offline stores can be visualized and digitized, and it can help the digital transformation of offline stores. upgrade.
For sales managers, create a "transparent store" to record and digitally present the entire life cycle of customers arriving at the store in real time. Let managers see the problems and opportunities in the sales process at a glance, such as real customer flow, customer intention, product discussion heat, customer feedback, and use sales quality inspection analysis to analyze sales rhetoric in detail, and monitor conversations in the reception process Whether the technical process is standardized, whether there are violations in communication, quickly grasp the working status and working ability of employees, and facilitate later adjustments to operational policies. It allows managers to carry out management work efficiently even if they do not visit the site in person, see customers or employees.
For front-line sales staff, through the digitization of sales business processes, many offline processes that are not in the system have been moved online, so that the entire process can be incubated in the system. Analyze customer characteristics from dialogue data, mine customer characteristics and needs, and automatically generate a customer portrait label system.
Through voice recognition technology, automatically record and gain insight into customer information, saying goodbye to human-made information records. Understand the process of each business opportunity in a timely manner, screen and cultivate key business opportunities , so that front-line sales can concentrate on serving important customers with more value and influence, and improve transactions.
At the same time, it extracts classic cases and gold-medal speaking skills from the massive backstage speaking skills , and provides personalized training based on the analysis of individual sales capabilities to help improve sales capabilities.