AI a cikin Binciken Magana na Cibiyar Kira
Nazarin magana na AI yana jujjuya rikodi da kiran waya kai tsaye zuwa abubuwan da za'a iya nema, bayanai masu ƙima - rubuta kowace kalma, gano motsin rai, da nuna haɗarin bin doka.
Dubawa
It matters because contact centers handle billions of calls a year, and listening to them by hand is impossible.
Zurfafa nutsewa
Tsarukan nazarin magana suna fara aiwatar da fahimtar magana ta atomatik (ASR) don canza sauti zuwa rubutu, sannan saiti akan sarrafa harshe na halitta don fahimtar ma'ana. Suna gano mahimman kalmomi (' soke,' 'lauya,'' 'mayarwa'), rarraba batutuwan kira, kuma suna nuna ra'ayi daga duka kalmomi da alamun sauti kamar sauti, saurin gudu, da ƙara. Kamfanoni na zamani suna goyan bayan bincike na ainihi: kamar yadda abokin ciniki ke magana, tsarin na iya faɗakar da wakili tare da amsa mafi kyau na gaba, gargadi game da ƙarar sautin, ko tabbatar da an karanta bayanin da ake buƙata. Diarization yana raba wanda ya faɗi abin da - wakili da mai kira. Mahimmanci, waɗannan kayan aikin suna nazarin kashi 100 na kira maimakon kashi 1-2 cikin ɗari na mutane yawanci samfuri, sigina masu zagi, tsarin zamba, da damar horarwa a duk faɗin jama'a.
Fahimtar Fasaha
Bututun yana haɗa nau'ikan sauti (taswirar taswirar raƙuman sauti zuwa sautin waya) tare da ƙirar yare (yana hasashen yiwuwar jerin kalmomi). Diretion na lasifika yana ƙunshe abubuwan haɗa murya don yiwa alama alama. Hankali ya haɗu da sigina na lexical tare da fasalulluka na haɓakawa - mitar mahimmanci, kuzari, ƙimar magana - tunda 'lafiya' ya bambanta sosai da 'lafiya' in ji daɗi. Adadin kuskuren kalma yana auna daidaiton rubutun; audio na waya (8kHz, codec compression, crosstalk) yana sa wannan ya fi ƙarfin magana mai tsabta.
Dabarun Tasiri
Gina zaɓuɓɓuka
Tsarin matakin aikace-aikacen yana ƙayyade ko AI yana inganta sakamako na gaske.
Ƙungiya da aikin aiki
Kyakkyawan haɗin gwiwar aiki yana haifar da ribar yawan aiki masu amfani za su iya amincewa.
Haɗari da aminci
Abubuwan da aka yi amfani da su da kyau suna rage gajiyar canji da haɗarin aiwatarwa.
Makomar AI a cikin Binciken Magana na Cibiyar Kira
Yi tsammanin babban wakili na ainihi zai taimaka ta hanyar manyan nau'ikan harshe waɗanda ke taƙaita kira nan take, cike filayen CRM ta atomatik, da daftarin imel masu biyo baya. Yaruka da yawa da lafazin-ƙarfi ASR za su faɗaɗa ɗaukar hoto, yayin da kan na'ura ko aiki a cikin yanki ke magance ƙa'idojin sirri. Generative AI zai motsa daga bayanin abin da ya faru zuwa bada shawara har ma da sarrafa ƙuduri, ɓata layin tsakanin nazari da wakilai na yau da kullun da ke kula da kiran yau da kullun zuwa ƙarshe.
Aiwatar da Gaskiyar Duniya
Banki yana bincika kowane kira da aka yi rikodin don tsarin jumlar siyar da ba daidai ba don tabbatar da an karanta bayanan da aka tsara a zahiri.
Tutoci na wayar tarho suna tashi cikin bacin rai da kalmar 'soke' a ainihin lokacin, yana haifar da tayin riƙewa kafin abokin ciniki ya rataye.
Mai inshorar lafiya ta atomatik yana haifar da taƙaitaccen kira bayan kira da bayanin kula na CRM don haka wakilai suna ciyar da daƙiƙa, ba mintuna ba, akan kunsa bayan kiran.
Wani dillali yana hako dubunnan kira na tallafi don gano koke-koke akai-akai game da abokin ciniki na jigilar kaya, yana haifar da bita na mai siyarwa.
Hatsari & Tsare-tsare
Yin aiki da ɓaryayyen tsari na iya haɓaka matsalolin da ke akwai.
Ƙungiyoyi na iya wuce gona da iri kuma su cire hukuncin ɗan adam da ake buƙata.
Ingancin na iya motsawa idan ba a ci gaba da kimanta abubuwan da aka fitar ba.
Taswirar Hanya
Taswirar tsarin aiki na yanzu kuma gano matakin mafi girman juzu'i.
Ƙayyade wuraren bincike na ɗan adam kafin cikakken aiki da kai.
Horar da masu amfani akan faɗakarwa, hanyoyin haɓakawa, da ƙa'idodi masu inganci.
Bibiyar sakamakon matakin ɗawainiya don tabbatar da ƙima mai dorewa.
Ci gaba da Bincike
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Jagora na gaba
AI a cikin Karatun Lebe da Gane Maganar Gani
Tambayoyin da ake yawan yi
What is AI in Call Center Speech Analytics?
Nazarin magana na AI yana jujjuya rikodi da kiran waya kai tsaye zuwa abubuwan da za'a iya nema, bayanai masu ƙima - rubuta kowace kalma, gano motsin rai, da nuna haɗarin bin doka. Yana da mahimmanci saboda cibiyoyin tuntuɓar suna ɗaukar biliyoyin kira a shekara, kuma sauraron su da hannu ba zai yiwu ba.
Menene matakin sarrafawa na farko a cikin bututun nazarin magana na yau da kullun?
Dole ne a canza sautin zuwa rubutu ta hanyar ASR kafin NLP ta iya nazarin ma'ana, batutuwa, ko ji.
Menene 'speaker diarization' yake yi?
Yanke ɓoyayyiyar sauti da lakafta sauti ta lasifika ta yadda tsarin zai iya siffanta kowace magana daidai.
Me yasa AI zai iya yin nazarin babban rabon kira fiye da ƙungiyoyin QA na ɗan adam?
Samfurin bita na hannu yana yin ɗan ƙaramin juzu'i; Nazari mai sarrafa kansa yana daidaita ma'auni ga ɗaukacin yawan kira, abubuwan da mutane ke rasawa.
Wanne fasalin sauti yana taimakawa gano yanayin tunanin abokin ciniki fiye da kalmomin da aka yi amfani da su?
Alamu masu fa'ida kamar farar magana da ƙimar magana suna isar da motsin rai ko da a zahiri kalmomin sun zama tsaka tsaki.
Me yasa sautin tarho ya fi wahalar rubutawa daidai fiye da rikodi na studio?
Sautin wayar tarho ƙaramin bandwidth ne kuma an matsa, yana haɓaka ƙimar kuskuren kalma idan aka kwatanta da tsaftataccen magana mai inganci.