{"id":6439,"date":"2020-08-31T14:07:17","date_gmt":"2020-08-31T07:07:17","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6439"},"modified":"2020-08-31T14:07:17","modified_gmt":"2020-08-31T07:07:17","slug":"ai-contact-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/ai-contact-center\/","title":{"rendered":"HOW WILL AI CHANGE THE CONTACT CENTER?"},"content":{"rendered":"<p>Telehub \u0111ang hoa\u0300n t\u00e2\u0301t nh\u01b0\u0303ng th\u01b0\u0309 nghi\u00ea\u0323m cu\u00f4\u0301i cu\u0300ng va\u0300 s\u0103\u0301p s\u01b0\u0309a c\u00f4ng b\u00f4\u0301 \u01b0\u0301ng du\u0323ng tri\u0301 tu\u00ea\u0323 nh\u00e2n ta\u0323o trong t\u00f4\u0309ng \u0111a\u0300i Contact center, \u0111\u00e2y la\u0300 m\u00f4\u0323t b\u01b0\u01a1\u0301c \u0111\u00f4\u0323t pha\u0301 trong\u00a0<a href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/what-is-a-call-center\/\">v\u00e2\u0323n ha\u0300nh Contact center<\/a>\u00a0va\u0300 se\u0303 giu\u0301p doanh nghi\u00ea\u0323p n\u00e2ng cao tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng t\u00f4\u0301t h\u01a1n trong t\u01b0\u01a1ng lai. Cu\u0300ng xem nh\u01b0\u0303ng thay \u0111\u00f4\u0309i \u0111o\u0301 la\u0300 gi\u0300?<\/p>\n<h2><strong>T\u01b0\u0323 \u0111\u00f4\u0323ng ho\u0301a quy tri\u0300nh la\u0300m vi\u00ea\u0323c.<\/strong><\/h2>\n<p>Ca\u0301c \u01b0\u0301ng du\u0323ng\u00a0<a href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/artificial-intelligence\/\">artificial intelligence<\/a>\u00a0co\u0301 kha\u0309 n\u0103ng t\u01b0\u0323 \u0111\u00f4\u0323ng ho\u0301a cao, giu\u0301p hoa\u0323t \u0111\u00f4\u0323ng t\u00f4\u0309ng \u0111a\u0300i tr\u01a1\u0309 n\u00ean \u0111\u01a1n gia\u0309n, t\u01b0\u0323 \u0111\u00f4\u0323ng ho\u0301a va\u0300 ti\u00ea\u0301t ki\u00ea\u0323m ngu\u00f4\u0300n l\u01b0\u0323c con ng\u01b0\u01a1\u0300i h\u01a1n.<\/p>\n<p><strong>Se\u0303 co\u0301 s\u01b0\u0323 xu\u00e2\u0301t hi\u00ea\u0323n cu\u0309a 3 ta\u0301c nh\u00e2n chi\u0301nh:<\/strong><\/p>\n<ul>\n<li>Agent<\/li>\n<li>Virtual Agent<\/li>\n<li>Agent Assist.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/chuyen-doi-so_947b4e865c234bffbc91b5815045b3d0.jpg\" alt=\"chuy\u00ea\u0309n \u0111\u00f4\u0309i s\u00f4\u0301 contact center\" \/><\/p>\n<h3><strong>1. Agent<\/strong><\/h3>\n<p>Con ng\u01b0\u01a1\u0300i v\u00e2\u0303n la\u0300 nh\u00e2n t\u00f4\u0301 chu\u0309 ch\u00f4\u0301t trong nhi\u00ea\u0300u hoa\u0323t \u0111\u00f4\u0323ng kh\u00f4ng th\u00ea\u0309 thay th\u00ea\u0301 b\u0103\u0300ng ma\u0301y mo\u0301c. Nh\u01b0ng vai tro\u0300 cu\u0309a Agent se\u0303 gia\u0309m b\u01a1\u0301t \u0111i va\u0300 chi\u0309 co\u0300n pha\u0309i \u0111a\u0309m nh\u00e2\u0323n nh\u01b0\u0303ng c\u00f4ng vi\u00ea\u0323c co\u0301 \u0111\u00f4\u0323 kho\u0301 va\u0300 y\u00eau c\u00e2\u0300u t\u01b0 duy kha\u0301ch ha\u0300ng cao.<\/p>\n<h3><strong>2. Virtual Agent.<\/strong><\/h3>\n<p>T\u00f4\u0309ng \u0111a\u0300i vi\u00ean a\u0309o, du\u0300ng \u0111\u00ea\u0309 chi\u0309 ca\u0301c Robot co\u0301 kha\u0309 n\u0103ng \u0111o\u0323c hi\u00ea\u0309u, l\u0103\u0301ng nghe th\u00f4ng tin kha\u0301ch ha\u0300ng truy\u00ea\u0300n ta\u0309i va\u0300 pha\u0309n h\u00f4\u0300i la\u0323i d\u01b0\u0323a tr\u00ean h\u00ea\u0323 d\u01b0\u0303 li\u00ea\u0323u ki\u00ea\u0301n th\u01b0\u0301c co\u0301 s\u0103\u0303n. No\u0301 la\u0300 m\u00f4\u0323t s\u01b0\u0323 n\u00e2ng c\u00e2\u0301p v\u01b0\u01a1\u0323t tr\u00f4\u0323i cu\u0309a\u00a0<a href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/what-is-ivr\/\">IVR<\/a>\u00a0hi\u00ea\u0323n nay.<\/p>\n<p><strong><em>Ca\u0301c th\u01b0\u0301c hoa\u0323t \u0111\u00f4\u0323ng c\u01a1 ba\u0309n co\u0301 Virtual Agent.<\/em><\/strong><\/p>\n<ol>\n<li><em>Kha\u0301ch ha\u0300ng nh\u00e2\u0323p th\u00f4ng tin.<\/em><\/li>\n<li><em>Robot\u00a0 ti\u00ea\u0301p nh\u00e2\u0323n.<\/em><\/li>\n<li><em>Speech-to-text.<\/em><\/li>\n<li><em>Tri\u0301ch xu\u00e2\u0301t th\u00f4ng tin t\u01b0\u01a1ng \u01b0\u0301ng trong h\u00ea\u0323 CSDL.<\/em><\/li>\n<li><em>Text-to-speech.<\/em><\/li>\n<li><em>Robot pha\u0309n h\u00f4\u0300i cho kha\u0301ch ha\u0300ng.<\/em><\/li>\n<li><em>L\u01b0u tr\u01b0\u0303 th\u00f4ng tin.<\/em><\/li>\n<li><em>K\u00ea\u0301t thu\u0301c h\u00f4\u0323i thoa\u0323i.<\/em><\/li>\n<\/ol>\n<ul>\n<li>Chatbot: Robot pha\u0309n h\u00f4\u0300i t\u01b0\u0323 \u0111\u00f4\u0323ng b\u0103\u0300ng v\u0103n ba\u0309n va\u0300 gio\u0323ng no\u0301i.<\/li>\n<li>Voicebot: Robot pha\u0309n h\u00f4\u0300i t\u01b0\u0323 \u0111\u00f4\u0323ng b\u0103\u0300ng gio\u0323ng no\u0301i.<\/li>\n<li>VR robot: Cung c\u00e2\u0301p cho kha\u0301ch ha\u0300ng kha\u0309 n\u0103ng quan sa\u0301t th\u01b0\u0323c t\u00ea\u0301 a\u0309o \u0111\u00ea\u0309 kha\u0301ch ha\u0300ng co\u0301 th\u00ea\u0309 t\u01b0\u0323 gia\u0309i \u0111a\u0301p v\u00e2\u0301n \u0111\u00ea\u0300 cu\u0309a ho\u0323.<\/li>\n<\/ul>\n<h3><strong>3. Agent Assist.<\/strong><\/h3>\n<p>Tr\u01a1\u0323 ly\u0301 a\u0309o cu\u0309a t\u00f4\u0309ng \u0111a\u0300i vi\u00ean, cung c\u00e2\u0301p ca\u0301c th\u00f4ng tin li\u00ean quan \u0111\u00ea\u0301n v\u00e2\u0301n \u0111\u00ea\u0300 kha\u0301ch ha\u0300ng \u0111ang g\u0103\u0323p pha\u0309i d\u01b0\u0323a va\u0300o \u0111\u0103\u0323c \u0111i\u00ea\u0309m kha\u0301ch ha\u0300ng,\u00a0<a href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/quan-ly-hanh-trinh-khach-hang\/\">ha\u0300nh tri\u0300nh tra\u0309i nghi\u00ea\u0323m<\/a>\u00a0va\u0300 li\u0323ch s\u01b0\u0309 t\u01b0\u01a1ng ta\u0301c \u0111\u01b0\u01a1\u0323c l\u01b0u trong h\u00ea\u0323 th\u00f4\u0301ng\u00a0<strong>(Co\u0301 vai tro\u0300 r\u00e2\u0301t l\u01a1\u0301n cu\u0309a Omni-Channel)<\/strong>. Mo\u0323i th\u01b0\u0301 se\u0303 \u0111\u01b0\u01a1\u0323c Popup tr\u00ean ma\u0300n hi\u0300nh cu\u0309a Agent \u0111\u00ea\u0309 Agent co\u0301 c\u01a1 s\u01a1\u0309 t\u01b0\u01a1ng ta\u0301c t\u00f4\u0301t h\u01a1n v\u01a1\u0301i kha\u0301ch ha\u0300ng. Agent Assist cu\u0303ng \u0111\u01b0a ra ca\u0301c g\u01a1\u0323i y\u0301 cho ng\u01b0\u01a1\u0300i chu\u0309 cu\u0309a no\u0301.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/call_center_thong_minh_d1eecc02cc1b49bebdb9c986e5eb0215.jpg\" alt=\"call center thong minh\" \/><\/p>\n<h2><strong>Gia t\u0103ng tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng.<\/strong><\/h2>\n<ul>\n<li><strong>Nhanh h\u01a1n:<\/strong>\u00a0Ru\u0301t ng\u0103\u0301n th\u01a1\u0300i gian ch\u01a1\u0300 cu\u0309a kha\u0301ch ha\u0300ng, gi\u01a1\u0300 \u0111\u00e2y ho\u0323 co\u0301 th\u00ea\u0309 k\u00ea\u0301t n\u00f4\u0301i \u0111\u00ea\u0301n Contact center ma\u0300 kh\u00f4ng c\u00e2\u0300n \u0111\u01a1\u0323i g\u0103\u0323p Agent, thay va\u0300o \u0111o\u0301 se\u0303 \u0111\u01b0\u01a1\u0323c \u0111o\u0301n ti\u00ea\u0301p b\u01a1\u0309i Robot.<\/li>\n<li><strong>Self-service:<\/strong>\u00a0Cung c\u00e2\u0301p cho kha\u0301ch ha\u0300ng kha\u0309 n\u0103ng t\u01b0\u0323 gia\u0309i \u0111a\u0301p v\u00e2\u0301n \u0111\u00ea\u0300 cu\u0309a chi\u0301nh mi\u0300nh, b\u0103\u0300ng ca\u0301ch la\u0300m theo h\u01b0\u01a1\u0301ng d\u00e2\u0303n cu\u0309a\u00a0<a href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/chatbot-technology\/\">Chatbot<\/a>, ho\u0323 co\u0301 th\u00ea\u0309 ti\u0300m \u0111\u01b0\u01a1\u0323c c\u00e2u tra\u0309 l\u01a1\u0300i ho\u0323 mu\u00f4\u0301n bi\u00ea\u0301t.<\/li>\n<li><strong>Tra\u0309i nghi\u00ea\u0323m li\u00ea\u0300n ma\u0323ch:<\/strong>\u00a0Ta\u0323o ra ha\u0300nh tri\u0300nh tra\u0309i nghi\u00ea\u0323m li\u00ea\u0300n ma\u0323ch cho kha\u0301ch ha\u0300ng v\u01a1\u0301i\u00a0<a href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/omni-channel-contact-center\/\">Omni-Channel<\/a>. Omni-Channel cung c\u00e2\u0301p va\u0300 \u0111\u00f4\u0300ng b\u00f4\u0323 ho\u0301a th\u00f4ng tin v\u00ea\u0300 ha\u0300nh tri\u0300nh t\u01b0\u01a1ng ta\u0301c cu\u0309a kha\u0301ch ha\u0300ng \u01a1\u0309 mo\u0323i k\u00eanh ma\u0300 kha\u0301ch ha\u0300ng \u0111a\u0303 \u0111i qua, mo\u0323i th\u00f4ng tin se\u0303 \u0111\u01b0\u01a1\u0323c t\u00f4\u0309ng h\u01a1\u0323p ta\u0323i CRM. Gi\u01a1\u0300 \u0111\u00e2y, Agent co\u0301 th\u00ea\u0309 d\u01b0\u0323a va\u0300o nh\u01b0\u0303ng th\u00f4ng tin na\u0300y \u0111\u00ea\u0309 pha\u0301t hi\u00ea\u0323n ngay v\u00e2\u0301n \u0111\u00ea\u0300 ma\u0300 kha\u0301ch ha\u0300ng v\u01b0\u0300a g\u0103\u0323p pha\u0309i tr\u01b0\u01a1\u0301c \u0111o\u0301, va\u0300 th\u01b0\u0323c hi\u00ea\u0323n gia\u0309i \u0111a\u0301p cho ho\u0323 nhanh cho\u0301ng, th\u00e2\u0323m tri\u0301 la\u0300 tr\u01b0\u01a1\u0301c khi kha\u0301ch ha\u0300ng go\u0323i \u0111\u00ea\u0301n t\u00f4\u0309ng \u0111a\u0300i.<\/li>\n<li><strong>Security:<\/strong>\u00a0V\u01a1\u0301i Voice biometric, th\u01b0\u0323c hi\u00ea\u0323n xa\u0301c th\u01b0\u0323c danh ti\u0301nh b\u0103\u0300ng sinh tr\u0103\u0301c ho\u0323c gio\u0323ng no\u0301i nh\u01a1\u0300 ca\u0301c \u0111\u0103\u0323c \u0111i\u00ea\u0309m \u00e2m thanh. Pha\u0301t hi\u00ea\u0323n gian l\u00e2\u0323n va\u0300 ng\u0103n ch\u0103\u0323n t\u00e2\u0301n c\u00f4ng d\u01b0\u0303 li\u00ea\u0323u.<\/li>\n<\/ul>\n<h2><strong>Ph\u00e2n ti\u0301ch d\u01b0\u0303 li\u00ea\u0323u.<\/strong><\/h2>\n<p>T\u00e2\u0323n du\u0323ng d\u01b0\u0303 li\u00ea\u0323u t\u01b0\u0300 Contact center \u0111a\u0303 co\u0301 l\u01a1\u0300i gia\u0309i. Doanh nghi\u00ea\u0323p se\u0303 \u0111\u01b0\u01a1\u0323c h\u01b0\u01a1\u0309ng l\u01a1\u0323i b\u01a1\u0309i ca\u0301c ch\u01b0\u0301c n\u0103ng th\u00f4ng minh sau \u0111\u00e2y:<\/p>\n<ul>\n<li><strong>Speech analytic:<\/strong>\u00a0Ph\u00e2n ti\u0301ch gio\u0323ng no\u0301i tha\u0300nh v\u0103n ba\u0309n, xa\u0301c \u0111i\u0323nh ca\u0301c t\u01b0\u0300\/cu\u0323m t\u01b0\u0300 ma\u0300 kha\u0301ch ha\u0300ng th\u01b0\u01a1\u0300ng nh\u0103\u0301c \u0111\u00ea\u0301n \u0111\u00ea\u0309 la\u0300m c\u01a1 s\u01a1\u0309 pha\u0301t tri\u00ea\u0309n kinh doanh va\u0300 ca\u0309i thi\u00ea\u0323n. Pha\u0301t hi\u00ea\u0323n ca\u0301c cu\u0323m t\u01b0\u0300 ti\u00eau c\u01b0\u0323c\/ti\u0301ch c\u01b0\u0323c \u0111\u00ea\u0309 d\u00ea\u0303 da\u0300ng qua\u0309n ly\u0301 ch\u00e2\u0301t l\u01b0\u01a1\u0323ng.<\/li>\n<li><strong>Sentiment analysis:<\/strong>\u00a0Ph\u00e2n ti\u0301ch ca\u0309m xu\u0301c kha\u0301ch ha\u0300ng th\u00f4ng qua gio\u0323ng no\u0301i d\u01b0\u0323a va\u0300o ca\u0301c \u0111\u0103\u0323c \u0111i\u00ea\u0309m v\u00ea\u0300 ch\u00e2\u0301t gio\u0323ng, cao \u0111\u00f4\u0323, c\u01b0\u01a1\u0300ng \u0111\u00f4\u0323, h\u01a1i th\u01a1\u0309,&#8230; \u0111\u00ea\u0309 \u0111a\u0301nh gia\u0301 ca\u0309m xu\u0301c kha\u0301ch ha\u0300ng khi li\u00ean h\u00ea\u0323 \u0111\u00ea\u0301n Contact center.<\/li>\n<\/ul>\n<h2><strong>Are you ready to upgrade your Contact center with AI integration?<\/strong><\/h2>\n<p><strong>Connect with us for free consultation and quote!<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Telehub is completing final tests and is about to announce an artificial intelligence application [...]<\/p>","protected":false},"author":1,"featured_media":6440,"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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[7],"tags":[],"class_list":["post-6439","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cong-nghe"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AI SE\u0303 THAY \u0110\u00d4\u0309I CONTACT CENTER NH\u01af TH\u00ca\u0301 NA\u0300O? - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Telehub \u0111ang hoa\u0300n t\u00e2\u0301t nh\u01b0\u0303ng th\u01b0\u0309 nghi\u00ea\u0323m cu\u00f4\u0301i cu\u0300ng va\u0300 s\u0103\u0301p s\u01b0\u0309a c\u00f4ng b\u00f4\u0301 \u01b0\u0301ng du\u0323ng tri\u0301 tu\u00ea\u0323 nh\u00e2n ta\u0323o trong t\u00f4\u0309ng \u0111a\u0300i Contact center, \u0111\u00e2y la\u0300 m\u00f4\u0323t b\u01b0\u01a1\u0301c \u0111\u00f4\u0323t pha\u0301 trong\u00a0v\u00e2\u0323n ha\u0300nh Contact center\u00a0va\u0300 se\u0303 giu\u0301p doanh nghi\u00ea\u0323p n\u00e2ng cao tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng t\u00f4\u0301t h\u01a1n trong t\u01b0\u01a1ng lai. 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