First, the phone robot uses artificial intelligence algorithms in the background. Robots can never rest, and neither can people. Robots can serve human beings for 7*24 hours.
Telephone robots can serve many people at the same time, and it is not a problem to send thousands at a time. People can only be one-on-one
Robots are always kind, unlike customer service who sometimes loses his temper.
Of course, this technology has both advantages and disadvantages, and it is used by many people for malicious marketing, resulting in many harassing calls.
At present, speech recognition and artificial intelligence are not perfect, which leads to irrelevant answers and needs further improvement.
Thank you for inviting me!
Tell me my personal opinion:
1. From the user's point of view, the intelligent outbound robot can greatly reduce the labor cost of enterprises. The working efficiency of intelligent outbound robots is about 5 times higher than that of ordinary workers. Intelligent outbound robots need no management, no rest, no personal feelings, no betrayal of the company, no resignation, no boss plus labor, and so on! But robots are always just robots. Saying that they are smart is actually not smart. Many companies just use them to call customers and ask them if they have any needs. If necessary, they need to transfer them to others for real communication. They are not smart enough to be like the little girls in Resident Evil.
2. From the customer's point of view, the intelligent outbound robot also speaks in this way, which is unconvincing. I believe that many people have received calls from intelligent outbound robots, and they can tell whether they are robots or not by listening to the sound. Intelligent outbound robots like this are just harassing calls for many people.
3. The current intelligent outbound robot is not suitable for every enterprise.
Conventionally, the advantage of this artificial intelligence paging robot is that the workload is 5-6 times that of manual work, and one person can make 300 calls a day. This robot can make 1000-2000 calls a day. How to use this robot? I make a lot of phone calls every day. Even if the resources of this group of customers are poor and the conversion rate is very low, there will be many customers under the cumulative number. In other words, as long as the customer resources are sufficient, the telemarketing robot can continuously provide interested customers. In other words, it is to provide effective customers for manpower. Is it true?/You don't say.
First of all, this software program is unreasonable. The company will record the speech in advance, import it into the system, and then pay a return visit manually according to the results of the return visit. Although it saves manpower, it is impossible to judge the real effective customers. What this software can do is to screen big data, and at most, it can screen whether the mobile phone can be connected.
Secondly, enterprises don't care about customers' feelings. If you are a customer, you would like to know, but the other party has nothing to do with robots at all. How do you feel? More importantly, customers are likely to be blacked out directly or even marked out. If they do too much, many customers won't even answer the phone.
Now more and more enterprises use outbound customer service system, which can greatly improve the service ability of enterprises and help enterprises improve their internal management level. Then, the outbound customer service system can solve those customer service functions for enterprises. Let me introduce it to you.
1, intelligent outbound customer service function
The outbound customer service system can automatically access the customer's phone, carry out intelligent reminding and navigation, guide the customer to choose the customer service personnel or questions they want to consult, and intelligently transfer them to the seats of relevant customer service personnel. And real-time record call voice, duration, evaluation and other data, forming a data report for the enterprise's later analysis.
2, online customer service quality inspection function
The service attitude and professional level of customer service personnel will directly affect the customer's judgment on the enterprise. Therefore, enterprises need to supervise and manage the status of customer service staff online in real time. When there are unanswerable answers or operational errors, the outbound customer service system can automatically give an early warning, and the background management personnel can guide and correct them to improve the customer service level.
3. Centralized integration function of multi-scene applications
In addition to the common telephone customer service, enterprises will also have WeChat, Weibo, online customer service and other services. If every channel arranges manual customer service, it will inevitably cause great waste of human resources. To integrate the information of all channels into the telephone customer service system, only special departments and personnel are needed for daily management and service.
4. Intelligent customer service robot
Many enterprises also use the intelligent customer service robot function, which can quickly deal with some common problems. Intelligent customer service robot can carry out single-round question and answer, multi-round dialogue, multi-question and multi-answer, communicate naturally and smoothly, accurately identify and understand the context, quickly identify the user's intention, greatly improve the customer experience and effectively reduce the labor cost.
First of all, I would like to thank Lao Tie for inviting me to answer this question.
Personally, I think that intelligent outbound robots are still beneficial to enterprises. As far as I know, Sepp Zhicheng intelligent outbound robot can help employees make phone calls, and its working efficiency is 3-5 times that of manual seating, which can greatly save labor costs for enterprises. Most importantly, outbound robots can make calls 24 hours a day, 365 days a day, without paying five insurances and one gold, without training and without paying any venue fees. So as long as the enterprise makes rational use of it, it still has great advantages and uses ~
One of the important reasons why the intelligent telephone robot is so sought after is that the work it can replace mainly focuses on relatively simple repetitive work, and its main function is also to assist manual telephone marketing to complete the preliminary screening of intended customers. Now it is more and more mature and widely used. Speaking of this, many manual telephone salesmen will start to worry about the emergence of telephone robots, will they replace them and lead to a large number of salespeople losing their jobs? But this is not the case. In fact, the telephone robot is only screening the initial intended customers, and the later follow-up work still needs manual sales staff to complete. In the early stage, the electricity removal accounted for almost 80% of the time of manual sales, but now this 80% is done by robots, so the labor union frees up more time and experience to do some important and meaningful things.
In a word, the emergence of intelligent telephone robot is a good virtuous circle. If there are more interested customers, the success rate will greatly increase, and finally the income from manual telephone sales will also increase, thus creating more benefits for the company. For individuals, enterprises and markets, why not kill three birds with one stone?