Speech Recognition and Automatic Transcription

Obtain the call records between agents and users, push the transcribed results to the front end in real time to visually display the conversation contents and facilitate backtracing. Understand the semantics based on the transcribed content and provide corresponding assistance.

Business Classification and Standardized Process

Carry out semantic understanding of the dialogue contents, classify user's demands, automatically apply the corresponding process nodes based on the classification, assist the agent to provide services in a standardized manner, and collect complete information about the user demands.

Multiple Rounds of Dialogues and Comprehensive Assistance

Recommend service scripts. Display the skills of multiple rounds of dialogues through visualization and dynamics, so that the agent can clearly understand the trend of the service process, and support the self-collection of the service flow chart.

Semantic Understanding and Knowledge Recommendation

Carry out semantic understanding of user's intention, automatically retrieve relevant knowledge from the agent assistant platform, or obtain knowledge data from the existing knowledge management system, so that agents can refer to these knolwdge and then feedback to the user.

Support Unified Search, and Unlimited Empowerment

The unified search engine entry supports the search of business knowledge. The corresponding data and knowledge can be sent to users through SMS. Agents can quickly query the information required by the user through the service plug-in.

Real Time Quality Inspection and Service Alert

The ASR and NLU technoloies are used to carry out real-time quality inspection on call traffic and conversation contents of agents, indentify service taboos and non-standard behaviors and issue real-time warning.

Elements Extraction and Automatic Form-filling

Remind agents to ask for the elements required for filling in the forms according to the business requirements, and automatically extract the address, time, telephone number and other information, which will be synchronized to the work order after being checked by agents.