Observe.AI > 实例探究 > 通过人工智能驱动的人才管理简化质量保证流程并提高客户保留率

通过人工智能驱动的人才管理简化质量保证流程并提高客户保留率

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技术
  • 分析与建模 - 自然语言处理 (NLP)
  • 网络安全和隐私 - 身份认证管理
适用行业
  • 教育
  • 运输
适用功能
  • 人力资源
  • 质量保证
用例
  • 库存管理
  • 语音识别
服务
  • 测试与认证
  • 培训
关于客户
该公司是一家人才管理和培训软件公司,帮助组织招聘、培训和管理员工。他们处理各种请求,包括与产品错误相关的查询和帐户服务。
挑战
该公司需要有效地扩展其 QA 流程,因为他们将整个团队转移到远程工作,并准备将其支持组织的规模扩大一倍。
解决方案
该公司实施 Observe.AI 来简化其 QA 流程,并使用 AI 来识别改进绩效的机会。他们还利用情绪分析来提高客户保留率。
运营影响
  • The implementation of Observe.AI transformed the company's QA process. With 100% call visibility, the company drove a more efficient Quality Assurance (QA) process that enabled them to identify excellent agent performance and recognize agents who drove customer retention. The company was able to maintain its operations and QA process even as it transitioned to remote work due to the COVID-19 pandemic. The AI-driven 'Moments' feature allowed the company to identify key areas of interest in conversations and analyze them on a deeper level. This led to a more targeted approach to coaching and recognition of top performers. The company now leads with efficiency, accuracy, and visibility to drive brand loyalty and customer retention.
数量效益
  • 100% call coverage
  • 83% average transcription accuracy
  • Created and validated 15 finely tuned customized moments

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