{"id":3863,"date":"2022-09-13T07:55:33","date_gmt":"2022-09-13T00:55:33","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=3863"},"modified":"2022-09-13T07:55:33","modified_gmt":"2022-09-13T00:55:33","slug":"xay-dung-nen-tang-self-service-thong-qua-knowledge-base-rda-rpa-trong-contact-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/xay-dung-nen-tang-self-service-thong-qua-knowledge-base-rda-rpa-trong-contact-center\/","title":{"rendered":"Building Self-Service Platform through Knowledge Base, RDA & RPA in Contact Center"},"content":{"rendered":"

Mang \u0111\u1ebfn \u201ccu\u1ed9c c\u00e1ch m\u1ea1ng\u201d t\u1ed1i \u01b0u ho\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a \u0111\u1ed9i ng\u0169 agent trong Call Center\/Contact Center b\u1eb1ng c\u00e1ch \u0111\u1ec3 kh\u00e1ch h\u00e0ng\/\u0111\u1ed1i t\u00e1c doanh nghi\u1ec7p t\u1ef1 t\u00ecm th\u1ea5y c\u00e1c th\u00f4ng tin c\u1ea7n thi\u1ebft (self-service) v\u00e0 h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng th\u1ef1c hi\u1ec7n c\u00e1c nghi\u1ec7p v\u1ee5 th\u00f4ng qua Knowledge Base, RDA & RPA.\u00a0<\/span><\/i><\/p>\n

Knowledge base l\u00e0 g\u00ec?<\/b>\u00a0<\/span><\/h2>\n

Knowledge base \u0111\u01b0\u1ee3c coi l\u00e0 m\u1ed9t Trang c\u01a1 s\u1edf d\u1eef li\u1ec7u, l\u01b0u tr\u1eef to\u00e0n b\u1ed9 ki\u1ebfn th\u1ee9c, d\u1eef li\u1ec7u c\u01a1 b\u1ea3n v\u1ec1 call center\/contact center. D\u1eef li\u1ec7u s\u1ebd \u0111\u01b0\u1ee3c s\u1eafp x\u1ebfp m\u1ed9t c\u00e1ch d\u1ec5 nh\u00ecn, tr\u1ef1c quan, d\u1ec5 d\u00e0ng t\u00ecm ki\u1ebfm. Kh\u00e1ch h\u00e0ng\/\u0111\u1ed1i t\u00e1c c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng tra c\u1ee9u th\u00f4ng tin v\u00e0 th\u1ea5y \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi h\u1ecd c\u1ea7n. Th\u00f4ng th\u01b0\u1eddng, knowledge base s\u1ebd \u0111\u01b0\u1ee3c x\u00e2y tr\u00ean mobile app, website doanh nghi\u1ec7p, c\u00f3 t\u00edch h\u1ee3p API v\u1edbi h\u1ec7 th\u1ed1ng Contact Center k\u1ebft h\u1ee3p CRM c\u1ee7a doanh nghi\u1ec7p. K\u1ebft h\u1ee3p AI v\u00e0 chatbot \u0111\u1ec3 t\u1ea1o ra tr\u00ecnh t\u00ecm ki\u1ebfm th\u00f4ng minh v\u00e0 c\u00e1c cu\u1ed9c h\u1ed9i tho\u1ea1i t\u1ef1 nhi\u00ean.\u00a0<\/span><\/p>\n

\"bellhoasao-rda\"
V\u00ed d\u1ee5 v\u1ec1 Knowledge Base c\u1ee7a 1 app Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed. C\u00e2u h\u1ecfi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c chia th\u00e0nh c\u00e1c ch\u1ee7 \u0111\u1ec1 ri\u00eang, ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1c nhau, d\u1ec5 d\u00e0ng tra c\u1ee9u<\/figcaption><\/figure>\n

Knowledge base trong h\u1ec7 th\u1ed1ng Call Center\/Contact Center mang \u0111\u1ebfn nhi\u1ec1u l\u1ee3i \u00edch thi\u1ebft th\u1ef1c:\u00a0<\/span><\/p>\n

    \n
  • \u0110\u1ea3m b\u1ea3o th\u00f4ng tin \u0111\u01b0\u1ee3c li\u1ec1n m\u1ea1ch v\u00e0 th\u1ed1ng nh\u1ea5t\u00a0<\/span><\/li>\n
  • T\u1ed1i \u0111a ho\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a \u0111\u1ed9i ng\u0169 support. Gi\u1ea3i quy\u1ebft s\u1ef1 r\u01b0\u1eddm r\u00e0, m\u1ea5t th\u1eddi gian khi ph\u1ea3i t\u00ecm ki\u1ebfm c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi cho kh\u00e1ch h\u00e0ng\/\u0111\u1ed1i t\u00e1c.\u00a0<\/span><\/li>\n
  • C\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng cua kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed1t h\u01a1n cho c\u00e1c k\u1ebf ho\u1ea1ch upsell trong t\u01b0\u01a1ng lai<\/span><\/li>\n
  • Ti\u1ebft ki\u1ec7m ngu\u1ed3n l\u1ef1c r\u1ea5t \u0111\u00e1ng k\u1ec3. V\u00ec r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng\/agent s\u1ebd c\u00f3 nh\u1eefng c\u00e2u h\u1ecfi gi\u1ed1ng nhau, mang t\u00ednh l\u1eb7p \u0111i l\u1eb7p l\u1ea1i. Vi\u1ec7c hao t\u1ed1n ngu\u1ed3n l\u1ef1c \u0111\u1ec3 gi\u1ea3i quy\u1ebft h\u1ebft c\u00e1c v\u01b0\u1edbng m\u1eafc gi\u1ed1ng nhau \u0111\u00f3 l\u00e0 kh\u00f4ng th\u1ef1c s\u1ef1 c\u1ea7n thi\u1ebft.\u00a0<\/span><\/li>\n
  • Chuy\u1ec3n ho\u00e1 c\u00e1c SOPs d\u1ef1 \u00e1n th\u00e0nh \u0111\u1ecbnh d\u1ea1ng d\u1ec5 t\u00ecm ki\u1ebfm, d\u1ec5 xem x\u00e9t v\u00e0 theo d\u00f5i\u00a0<\/span><\/li>\n<\/ul>\n

    C\u1ee5 th\u1ec3, khi c\u00f3 Knowledge Base, \u0111\u1ed9i ng\u0169 Contact Center agent (T\u1ed5ng \u0111\u00e0i vi\u00ean) c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng t\u00ecm th\u1ea5y c\u00e1c th\u00f4ng tin c\u1ea7n thi\u1ebft \u0111\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng nh\u1ea5t (m\u00e0 kh\u00f4ng ph\u1ea3i gi\u1edf s\u1ed5 ghi ch\u00fa hay \u0111au \u0111\u1ea7u c\u1ed1 nh\u1edb l\u1ea1i xem m\u00ecnh \u0111\u00e3 h\u1ecdc g\u00ec!). Ch\u1ec9 c\u1ea7n truy c\u1eadp knowledge base, t\u00ecm ki\u1ebfm theo c\u00e1c tag (ch\u1ee7 \u0111\u1ec1) ph\u00f9 h\u1ee3p.\u00a0<\/span><\/p>\n

    Knowledge base c\u00f2n c\u1ef1c k\u1ef3 ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c c\u1ee7a doanh nghi\u1ec7p. V\u00ed d\u1ee5 v\u1edbi c\u00e1c doanh nghi\u1ec7p E-logistics, ngo\u00e0i kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, \u0111\u1ed9i ng\u0169 t\u00e0i x\u1ebf c\u0169ng l\u00e0 nh\u1eefng ng\u01b0\u1eddi doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i giao ti\u1ebfp, gi\u1eef quan h\u1ec7 v\u00e0 ch\u0103m s\u00f3c c\u1ea9n th\u1eadn. Thay v\u00ec g\u1ecdi \u0111i\u1ec7n l\u00ean T\u1ed5ng \u0111\u00e0i, t\u00e0i x\u1ebf c\u00f3 th\u1ec3 t\u1ef1 m\u00ecnh t\u00ecm ki\u1ebfm th\u00f4ng tin tr\u00ean app.\u00a0<\/span><\/p>\n

    <\u1ea2NH: Logo Bellsystem24-Vietnam, H\u1ed7 tr\u1ee3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng knowledge base chuy\u00ean nghi\u1ec7p v\u00e0 hi\u1ec7u qu\u1ea3 trong Call Center\/Contact Center><\/span><\/p>\n

    \u1ee8ng d\u1ee5ng RDA & RPA \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng ho\u00e1 quy tr\u00ecnh, \u0111\u1ea3m b\u1ea3o t\u01b0\u01a1ng t\u00e1c 24\/7\u00a0<\/b>(Robotic Desktop Automation & Robotic Process Automation)\u00a0<\/b><\/h2>\n

    \"rpa-bellhoasao\"<\/p>\n

    Robotic Process Automation (RPA): T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh b\u1eb1ng robot c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t tr\u00ean m\u00e1y ch\u1ee7, server \u0111\u00e1m m\u00e2y ho\u1eb7c m\u00e1y ch\u1ee7 \u1ea3o v\u00e0 ho\u1ea1t \u0111\u1ed9ng v\u1edbi to\u00e0n b\u1ed9 \u1ee9ng d\u1ee5ng c\u1ee7a c\u00f4ng ty. RPA gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh ph\u1ee9c t\u1ea1p h\u01a1n, g\u1ed3m nhi\u1ec1u b\u01b0\u1edbc h\u01a1n v\u00e0 c\u00f3 s\u1ef1 tham gia c\u1ee7a nhi\u1ec1u ng\u01b0\u1eddi h\u01a1n, v\u00ed d\u1ee5 nh\u01b0 quy tr\u00ecnh x\u1eed l\u00fd h\u00f3a \u0111\u01a1n. RPA r\u1ea5t ph\u00f9 h\u1ee3p cho c\u00e1c quy tr\u00ecnh l\u00e0m vi\u1ec7c kh\u00f4ng c\u1ea7n s\u1ef1 gi\u00e1m s\u00e1t c\u1ee7a con ng\u01b0\u1eddi ho\u1eb7c nh\u1eefng khu v\u1ef1c con ng\u01b0\u1eddi kh\u00f3 c\u00f3 th\u1ec3 gi\u00e1m gi\u00e1t ho\u00e0n to\u00e0n.<\/p>\n

    RDA (Desktop robotic automation): T\u1ef1 \u0111\u1ed9ng h\u00f3a m\u00e1y t\u00ednh c\u00e1 nh\u00e2n b\u1eb1ng robot l\u00e0 l\u1ef1a ch\u1ecdn tuy\u1ec7t v\u1eddi cho c\u00e1c doanh nghi\u1ec7p m\u1edbi b\u1eaft \u0111\u1ea7u t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh kinh doanh. RDA l\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh v\u1edbi quy m\u00f4 c\u00e1 nh\u00e2n, h\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean trong nh\u1eefng c\u00f4ng vi\u1ec7c t\u1ebb nh\u1ea1t h\u00e0ng ng\u00e0y nh\u01b0 thu th\u1eadp d\u1eef li\u1ec7u, t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh Excel, chuy\u1ec3n t\u1ec7p ho\u1eb7c t\u1ea1o b\u00e1o c\u00e1o… RDA ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi c\u00e1c quy tr\u00ecnh c\u00f4ng vi\u1ec7c kh\u00f4ng th\u1ec3 ho\u00e0n to\u00e0n t\u1ef1 \u0111\u1ed9ng nh\u01b0ng c\u00f3 th\u1ec3 h\u01b0\u1edfng l\u1ee3i t\u1eeb vi\u1ec7c t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh c\u1ee5 th\u1ec3. S\u1eed d\u1ee5ng RDA c\u00f3 th\u1ec3 l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean trong vi\u1ec7c \u00e1p d\u1ee5ng t\u1ef1 \u0111\u1ed9ng h\u00f3a. Nh\u00e2n vi\u00ean s\u1ebd c\u00f3 th\u1ec3 th\u1ea5y l\u1ee3i \u00edch c\u1ee7a bot v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng bot c\u00f3 th\u1ec3 x\u1eed l\u00fd t\u1ed1t c\u00e1c nhi\u1ec7m v\u1ee5 n\u00f3 \u0111\u01b0\u1ee3c giao.
    \nM\u1ed9t v\u00e0i \u1ee9ng d\u1ee5ng c\u1ee7a RDA:<\/strong><\/p>\n

      \n
    • T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh ti\u1ebfp nh\u1eadn khi\u1ebfu n\u1ea1i b\u1ea3o hi\u1ec3m<\/li>\n
    • T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh m\u1edf t\u00e0i kho\u1ea3n ng\u00e2n h\u00e0ng<\/li>\n
    • Chu\u1ea9n b\u1ecb v\u00e0 ph\u00e2n ph\u1ed1i h\u00f3a \u0111\u01a1n kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n

      Tr\u00ean th\u1ef1c t\u1ebf, doanh nghi\u1ec7p c\u00f3 th\u1ec3 k\u1ebft h\u1ee3p c\u1ea3 RPA & RDA, v\u00e0 thi\u1ebft k\u1ebf m\u1ed9t CRM may \u0111o ri\u00eang ph\u00f9 h\u1ee3p v\u1edbi quy tr\u00ecnh kinh doanh c\u1ee7a doanh nghi\u1ec7p \u0111\u1ec3 tinh g\u1ecdn & hi\u1ec7u qu\u1ea3 h\u00f3a b\u1ed9 m\u00e1y.<\/p>\n

      V\u00ed d\u1ee5, v\u1edbi doanh nghi\u1ec7p E-logistics \u0111ang c\u00f3 nhi\u1ec7m v\u1ee5 k\u1ebft n\u1ed1i nhi\u1ec1u b\u00ean nh\u01b0: T\u00e0i x\u1ebf, \u0110\u1ed1i t\u00e1c nh\u00e0 h\u00e0ng, ng\u01b0\u1eddi d\u00f9ng app mobile c\u1ee7a doanh nghi\u1ec7p, vi\u1ec7c tri\u1ec3n khai c\u00e1c t\u00e1c v\u1ee5 th\u01b0\u1eddng t\u1ed1n th\u1eddi gian, d\u1ec5 x\u1ea3y ra nhi\u1ec1u sai s\u00f3t, th\u1ea5t l\u1ea1c th\u00f4ng tin. \u0110\u00f4i l\u00fac kh\u00f4ng \u0111\u1ea3m b\u1ea3o \u0111\u01b0\u1ee3c vi\u1ec7c tri\u1ec3n khai d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 24\/7. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng RPA & RDA trong vi\u1ec7c t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh ti\u1ebfp nh\u1eadn \u0111\u01a1n h\u00e0ng, \u0111\u00f3ng\/m\u1edf th\u1ef1c \u0111\u01a1n, hay vi\u1ec7c \u0111\u0103ng k\u00fd tr\u1edf th\u00e0nh \u0111\u1ed1i t\u00e1c ch\u00ednh th\u1ee9c c\u1ee7a c\u00e1c nh\u00e0 h\u00e0ng, \u2026<\/p><\/blockquote>\n

      Nh\u00e0 h\u00e0ng \u0111i\u1ec1n form => RDA x\u1eed l\u00fd => T\u1ea1o Ticket tr\u00ean CRM => Agents x\u1eed l\u00fd => Th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng>
      \nNh\u00e0 h\u00e0ng \u0111i\u1ec1n form => RPA x\u1eed l\u00fd => T\u1ea1o ticket tr\u00ean CRM => RPA x\u1eed l\u00fd => Th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng.<\/p>\n

      Vi\u1ec7c x\u00e2y d\u1ef1ng Knowledge Base, \u1ee9ng d\u1ee5ng RPA, RDA s\u1ebd gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m t\u1ed1i \u0111a ngu\u1ed3n l\u1ef1c, v\u00ec c\u00e1c th\u1eafc m\u1eafc \u0111\u00e3 \u0111\u01b0\u1ee3c ng\u01b0\u1eddi d\u00f9ng t\u1ef1 t\u00ecm th\u1ea5y c\u00e2u tr\u1ea3 l\u1eddi, c\u0169ng nh\u01b0 nhi\u1ec1u nghi\u1ec7p v\u1ee5 trong doanh nghi\u1ec7p \u0111\u00e3 \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng h\u00f3a nhanh ch\u00f3ng, chu\u1ea9n x\u00e1c. H\u01b0\u1edbng t\u1edbi vi\u1ec7c \u201cSelf-service\u201d trong doanh nghi\u1ec7p.<\/p>\n

      V\u1edbi h\u01a1n 16 n\u0103m kinh nghi\u1ec7m d\u1eabn \u0111\u1ea7u ng\u00e0nh Contact Center & BPO, Bellsystem24-Vietnam li\u00ean t\u1ee5c \u1ee9ng d\u1ee5ng v\u00e0 mang \u0111\u1ebfn doanh nghi\u1ec7p c\u00e1c gi\u1ea3i ph\u00e1p m\u1edbi \u0111\u1ec3 tinh g\u1ecdn h\u00f3a & hi\u1ec7u qu\u1ea3 h\u00f3a quy tr\u00ecnh kinh doanh. Li\u00ean h\u1ec7 ngay v\u1edbi ch\u00fang t\u00f4i!<\/p><\/blockquote>","protected":false},"excerpt":{"rendered":"

      Mang \u0111\u1ebfn \u201ccu\u1ed9c c\u00e1ch m\u1ea1ng\u201d t\u1ed1i \u01b0u ho\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a \u0111\u1ed9i ng\u0169 agent trong Call Center\/Contact Center b\u1eb1ng c\u00e1ch […]<\/p>","protected":false},"author":1,"featured_media":3867,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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