{"id":7861,"date":"2022-11-05T09:55:34","date_gmt":"2022-11-05T02:55:34","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=7861"},"modified":"2024-08-08T16:39:23","modified_gmt":"2024-08-08T09:39:23","slug":"tu-dong-hoa-quy-trinh-van-hanh-contact-center-nganh-tai-chinh-voi-bellsystem24-hoasao","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/tu-dong-hoa-quy-trinh-van-hanh-contact-center-nganh-tai-chinh-voi-bellsystem24-hoasao\/","title":{"rendered":"Contact Center Operations Automation in the Financial Industry"},"content":{"rendered":"<h2><b>Background\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ng\u00e0nh T\u00e0i ch\u00ednh &#8211; Ng\u00e2n h\u00e0ng \u0111ang tr\u1ea3i qua \u00e1p l\u1ef1c kh\u1ed1c li\u1ec7t ph\u1ea3i c\u1eaft gi\u1ea3m chi ph\u00ed v\u00e0 n\u00e2ng cao hi\u1ec7u su\u1ea5t. \u00c1p l\u1ef1c c\u1ee7a vi\u1ec7c gia t\u0103ng doanh s\u1ed1 v\u1eabn lu\u00f4n l\u01a1 l\u1eedng. Trong khi \u0111\u00f3, kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng d\u1ec5 \u201cm\u1ea5t ki\u00ean nh\u1eabn\u201d h\u01a1n v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh, \u0111\u1eb7c bi\u1ec7t sau giai \u0111o\u1ea1n Covid-19.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Theo 1 kh\u1ea3o s\u00e1t t\u1eeb Gartner, 81% c\u00f4ng ty cho r\u1eb1ng Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t c\u1ee7a c\u00f4ng ty. Trong \u0111\u00f3, n\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m giao ti\u1ebfp k\u00e9m v\u1edbi c\u00f4ng ty, 36% kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u1ed5i \u0111\u01a1n v\u1ecb cung c\u1ea5p d\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh, 66% s\u1ebd chia s\u1ebb \u0111i\u1ec1u \u0111\u00f3 v\u1edbi m\u1ecdi ng\u01b0\u1eddi xung quanh v\u00e0 41% s\u1ebd v\u0129nh vi\u1ec5n d\u1eebng giao d\u1ecbch v\u1edbi c\u00f4ng ty \u0111\u00f3.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 xu h\u01b0\u1edbng quen v\u1edbi vi\u1ec7c \u201cs\u1ed1 ho\u00e1\u201d nhi\u1ec1u h\u01a1n. Trong khi c\u00e1c th\u1ebf h\u1ec7 l\u1edbn tu\u1ed5i \u0111ang quen d\u1ea7n v\u1edbi c\u00e1c giao d\u1ecbch online, th\u1ebf h\u1ec7 millennial hay gen Z l\u1ea1i \u0111ang \u0111\u00f2i h\u1ecfi tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh li\u1ec1n m\u1ea1ch, \u0111\u1ed3ng nh\u1ea5t \u1edf b\u1ea5t c\u1ee9 \u0111\u00e2u, b\u1ea5t c\u1ee9 l\u00fac n\u00e0o. Ngay c\u1ea3 khi kh\u00e1ch h\u00e0ng c\u00f3 nh\u1eefng \u0111\u00f2i h\u1ecfi c\u00f3 ph\u1ea7n \u201cqu\u00e1i chi\u00eau\u201d, agents v\u1eabn c\u1ea7n ph\u1ea3i tr\u1ea3 l\u1eddi th\u1eadt b\u00ecnh t\u0129nh v\u00e0 t\u1eadn t\u00ecnh.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00e1c c\u00f4ng c\u1ee5 self-service, kh\u00e1ch h\u00e0ng gi\u1edd \u0111\u00e2y c\u00f3 th\u1ec3 t\u1ef1 m\u00ecnh gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u01a1 b\u1ea3n. V\u1eady n\u00ean Contact Center s\u1ebd b\u1ecb d\u1ed3n l\u00ean \u00e1p l\u1ef1c c\u1ee7a vi\u1ec7c ph\u1ea3i t\u1ea1o ra nhi\u1ec1u k\u1ebft n\u1ed1i s\u00e2u s\u1eafc v\u00e0 chuy\u1ec3n \u0111\u1ed5i nhanh h\u01a1n. C\u00e1c t\u01b0\u01a1ng t\u00e1c ph\u1ee9c t\u1ea1p nh\u01b0 c\u00e1c kho\u1ea3n vay v\u00e0 th\u1ebf ch\u1ea5p \u0111\u1ec1u c\u1ea7n \u0111\u1ebfn s\u1ef1 t\u00e1c \u0111\u1ed9ng t\u1eeb Agent t\u1ea1i Contact Center, v\u00e0 c\u00e1c t\u1ed5 ch\u1ee9c t\u00e0i ch\u00ednh c\u1ea7n c\u00f3 c\u00e1c agent c\u00f3 kh\u1ea3 n\u0103ng thuy\u1ebft ph\u1ee5c cao v\u00e0 hi\u1ec3u r\u00f5 ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a c\u00f4ng ty, \u0111\u1ec3 nh\u1eadn ra c\u00e1c c\u01a1 h\u1ed9i ti\u1ec1m n\u0103ng \u0111\u1ec3 b\u00e1n ch\u00e9o, upsell d\u1ecbch v\u1ee5 v\u00e0 c\u00f3 s\u1ef1 \u0111i\u1ec1u h\u01b0\u1edbng h\u1ed9i tho\u1ea1i ph\u00f9 h\u1ee3p.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">V\u00e0 T\u1ef1 \u0111\u1ed9ng h\u00f3a (Automation Tools) l\u00e0 m\u1ed9t trong c\u00e1c ph\u01b0\u01a1ng th\u1ee9c gi\u1ea3m t\u1ea3i \u00e1p l\u1ef1c hi\u1ec7u qu\u1ea3 cho b\u1ed9 ph\u1eadn Contact Center.\u00a0<\/span><\/p>\n<h2><b>Gi\u1ea3i ph\u00e1p Automation t\u1eeb Bellsystem24 Vi\u1ec7t Nam\u00a0<\/b><i><\/i><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">T\u01b0\u01a1ng t\u00e1c IVR t\u1ef1 \u0111\u1ed9ng<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u01b0\u01a1ng t\u00e1c ph\u1ea3n h\u1ed3i t\u1ef1 \u0111\u1ed9ng l\u00e0 m\u1ed9t t\u00ednh n\u0103ng nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng d\u1ef1a v\u00e0o c\u00f4ng ngh\u1ec7 AI gi\u00fap x\u00e1c \u0111\u1ecbnh, ph\u00e2n kh\u00fac v\u00e0 \u0111i\u1ec1u h\u01b0\u1edbng ng\u01b0\u1eddi g\u1ecdi t\u1edbi agents ph\u00f9 h\u1ee3p nh\u1ea5t. Theo Forrester, c\u00f3 t\u1edbi 79% \u01b0a th\u00edch t\u1ef1 ph\u1ee5c v\u1ee5 h\u01a1n l\u00e0 c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 b\u1edfi con ng\u01b0\u1eddi.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1eb7c bi\u1ec7t, IVR c\u1ee7a Bellsystem24 Vi\u1ec7t Nam cho ph\u00e9p kh\u00e1ch h\u00e0ng t\u1ef1 gi\u1ea3i quy\u1ebft c\u00e1c truy v\u1ea5n c\u1ee7a m\u00ecnh \u0111\u1ed3ng th\u1eddi t\u1ef1 \u0111\u1ed9ng thu th\u1eadp d\u1eef li\u1ec7u v\u00e0 hi\u1ec3n th\u1ecb chi ti\u1ebft h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m. V\u1edbi h\u01a1n 70 t\u00ednh n\u0103ng b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra g\u00f3c nh\u00ecn kh\u00e1i qu\u00e1t ho\u1eb7c c\u1ee5 th\u1ec3 v\u1ec1 t\u1eebng h\u00e0nh \u0111\u1ed9ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh kinh doanh ph\u00f9 h\u1ee3p nh\u1ea5t. Trong th\u1ecb tr\u01b0\u1eddng t\u00e0i ch\u00ednh Vi\u1ec7t Nam v\u1ed1n d\u0129 \u0111ang t\u0103ng tr\u01b0\u1edfng n\u00f3ng c\u1ea1nh tranh cao nh\u01b0 hi\u1ec7n nay, t\u1ed1c \u0111\u1ed9 v\u00e0 k\u1ebft qu\u1ea3 l\u00e0 hai y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft \u0111\u1ec3 t\u1ea1o d\u1ea5u \u1ea5n ri\u00eang v\u00e0 chi\u1ebfm l\u0129nh th\u1ecb ph\u1ea7n.<\/span><i><\/i><\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/lh7-us.googleusercontent.com\/docsz\/AD_4nXcxPp1lpXkt548snQFm2SyFIX_sUiQZMyefaf9_Bdek0NzGpgqEqYggT6pu1EJvcYls4-JHjp4PWH3Vu_owSnTVXQalNZnQP_v92Ag2kgFujGuYINHydg6JXfR0IRJB8aRPAyXgTSsJuly-JSBi46gqIeg?key=AFACpLB5Ng9CuavCkMbzNA\" alt=\"M\u1eabu k\u1ecbch b\u1ea3n telesales B2B thu h\u00fat v\u00e0 hi\u1ec7u qu\u1ea3 cho doanh nghi\u1ec7p\" \/><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">X\u00e1c th\u1ef1c kh\u00e1ch h\u00e0ng v\u00e0 th\u00f4ng b\u00e1o<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Theo nghi\u00ean c\u1ee9u t\u1eeb Statista, m\u1ee9c chi d\u00e0nh cho c\u00f4ng ngh\u1ec7 trong l\u0129nh v\u1ef1c ng\u00e2n h\u00e0ng \u0111\u00e3 \u0111\u1ea1t g\u1ea7n 300 t\u1ef7 USD v\u00e0o n\u0103m 2021. \u1ede th\u1eddi \u0111\u1ea1i kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m c\u1ee7a m\u1ecdi d\u1ecbch v\u1ee5, Bellsystem24 Vi\u1ec7t Nam cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c t\u00e0i ch\u00ednh &#8211; ng\u00e2n h\u00e0ng kh\u1ea3 n\u0103ng x\u00e1c th\u1ef1c b\u1ea3o m\u1eadt c\u00f9ng l\u00fac v\u1edbi vi\u1ec7c g\u1eedi th\u00f4ng b\u00e1o real-time th\u00f4ng qua cu\u1ed9c g\u1ecdi, SMS hay \u1ee9ng d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i t\u00f9y ch\u1ecdn theo nhu c\u1ea7u.<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">T\u00edch h\u1ee3p CRM t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u1ed9t nghi\u00ean c\u1ee9u cho th\u1ea5y c\u1ee9 2 trong 3 doanh nghi\u1ec7p b\u1ea5t k\u1ef3 s\u1ebd t\u00edch h\u1ee3p t\u1ed5ng \u0111\u00e0i trung t\u00e2m c\u1ee7a h\u1ecd v\u1edbi h\u1ec7 th\u1ed1ng CRM. L\u00fd do ch\u00ednh l\u00e0 nh\u1edd t\u00ednh n\u0103ng s\u1eafp x\u1ebfp &#8211; qu\u1ea3n l\u00fd d\u1eef li\u1ec7u khoa h\u1ecdc, k\u1ebft h\u1ee3p c\u00f9ng c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch n\u00e2ng cao \u0111\u1ec3 theo d\u00f5i h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p. \u0110\u00e1p \u1ee9ng nhu c\u1ea7u \u0111\u00fang l\u00fac v\u00e0 \u0111\u00fang th\u1eddi \u0111i\u1ec3m ch\u00ednh l\u00e0 &#8220;ch\u00eca kh\u00f3a&#8221; \u0111\u1ec3 thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n ng\u01b0\u1eddi d\u00f9ng, t\u1eeb \u0111\u00f3 t\u0103ng tr\u01b0\u1edfng doanh thu \u1edf m\u1ee9c t\u1ed1i \u01b0u nh\u1ea5t.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gi\u1ea3i ph\u00e1p t\u00edch h\u1ee3p CRM t\u1eeb Bellsystem24 Vi\u1ec7t Nam cho doanh nghi\u1ec7p g\u00f3c nh\u00ecn th\u1ed1ng nh\u1ea5t v\u1ec1 d\u1eef li\u1ec7u ng\u01b0\u1eddi d\u00f9ng, t\u00ednh n\u0103ng nh\u1ea5p \u0111\u1ec3 g\u1ecdi, t\u1ed1c \u0111\u1ed9 k\u1ebft n\u1ed1i nhanh ch\u00f3ng v\u00e0 cu\u1ed9c g\u1ecdi c\u00e1 nh\u00e2n h\u00f3a t\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u00edch h\u1ee3p c\u00e1c h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd t\u00edn d\u1ee5ng, qu\u1ea3n l\u00fd vay v\u1ed1n c\u0169ng nh\u01b0 ng\u00e2n h\u00e0ng l\u00f5i v\u00e0o v\u1edbi nhau \u0111\u1ec3 t\u1ea1o kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i li\u1ec1n m\u1ea1ch cho c\u00e1c cu\u1ed9c g\u1ecdi tho\u1ea1i trong ngo\u00e0i.<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">Nhanh ch\u00f3ng kh\u1ea3o s\u00e1t v\u00e0 ph\u1ea3n h\u1ed3i<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">69% kh\u00e1ch h\u00e0ng cho r\u1eb1ng l\u00fd do ch\u00ednh \u0111\u1ec3 ng\u1eebng s\u1eed d\u1ee5ng m\u1ed9t ng\u00e2n h\u00e0ng l\u00e0 c\u00e1c d\u1ecbch v\u1ee5 y\u1ebfu k\u00e9m. 56% trong s\u1ed1 \u0111\u00f3 cho bi\u1ebft s\u1ebd thay \u0111\u1ed5i suy ngh\u0129 n\u1ebfu ng\u00e2n h\u00e0ng nhanh ch\u00f3ng n\u1ed7 l\u1ef1c \u0111\u1ec3 n\u00e2ng c\u1ea5p nghi\u1ec7p v\u1ee5. <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">\u0110\u1ecdc th\u00eam v\u1ec1 c\u00e1c con s\u1ed1 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng <strong><a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/so-lieu-noi-bat-ve-thi-truong-contact-center-update-2023\/\">HERE<\/a><\/strong><\/span><\/em><\/p>\n<p><span style=\"font-weight: 400;\">V\u1eady m\u00e0 m\u1ed7i ng\u00e0y, t\u1ed5ng \u0111\u00e0i trung t\u00e2m c\u1ee7a c\u00e1c Ng\u00e2n h\u00e0ng v\u00e0 Doanh nghi\u1ec7p Fintech th\u01b0\u1eddng lu\u00f4n b\u1eadn r\u1ed9n ph\u1ea3n h\u1ed3i v\u00f4 v\u00e0n th\u1eafc m\u1eafc c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, t\u1eeb \u0111\u00f3, l\u00e3ng qu\u00ean vi\u1ec7c th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t sau t\u01b0 v\u1ea5n. M\u1ed9t n\u1ec1n t\u00e0i ch\u00ednh th\u1edd \u01a1, b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i thu th\u1eadp v\u00e0 ph\u1ea3n h\u1ed3i \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c y\u1ebfu \u0111i\u1ec3m c\u1ee7a m\u00ecnh \u0111\u1ec3 kh\u1eafc ph\u1ee5c.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t gi\u1ea3i ph\u00e1p tuy\u1ec7t v\u1eddi cho doanh nghi\u1ec7p nh\u1eb1m th\u1ef1c hi\u1ec7n c\u00e1c kh\u1ea3o s\u00e1t v\u00e0 ghi nh\u1eadn ph\u1ea3n h\u1ed3i h\u00e0ng lo\u1ea1t t\u1edbi l\u01b0\u1ee3ng l\u1edbn ng\u01b0\u1eddi d\u00f9ng l\u00e0 Smart IVR t\u1eeb Bellsystem24 Vi\u1ec7t Nam. C\u00e1c t\u1ed5 ch\u1ee9c t\u00e0i ch\u00ednh c\u00f3 th\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u \u0111\u1ea7u v\u00e0o th\u00f4ng qua DTMF, ghi \u00e2m cu\u1ed9c g\u1ecdi ho\u1eb7c x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NPL) \u0111\u1ec3 \u0111\u00e0o s\u00e2u c\u00e1c th\u00f4ng tin c\u00f3 \u0111\u01b0\u1ee3c, t\u1eeb \u0111\u00f3 t\u00ecm ra \u0111i\u1ec3m ch\u01b0a t\u1ed1t v\u00e0 n\u00e2ng c\u1ea5p ch\u00fang th\u00e0nh c\u01a1 h\u1ed9i mang t\u1edbi doanh thu trong t\u01b0\u01a1ng lai.<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">T\u1ef1 \u0111\u1ed9ng h\u00f3a danh m\u1ee5c cu\u1ed9c g\u1ecdi<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">D\u1eef li\u1ec7u nghi\u00ean c\u1ee9u cho th\u1ea5y \u0111\u1ec3 truy\u1ec1n t\u1ea3i \u0111\u01b0\u1ee3c 1.000 th\u00f4ng \u0111i\u1ec7p, b\u1ea1n c\u1ea7n th\u1ef1c hi\u1ec7n 2.500 cu\u1ed9c g\u1ecdi. T\u1ef7 l\u1ec7 quay s\u1ed1 trung b\u00ecnh l\u00e0 2,5 l\u1ea7n. \u1ea4y v\u1eady m\u00e0 kh\u00e1ch h\u00e0ng hi\u1ebfm khi ph\u1ea3n h\u1ed3i lu\u00f4n trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean. Nh\u1eefng l\u00fd do ph\u1ed5 bi\u1ebfn nh\u01b0 s\u1ed1 m\u00e1y sai, kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u g\u1ecdi l\u1ea1i sau hay t\u1eeb ch\u1ed1i tr\u1ea3 l\u1eddi khi\u1ebfn t\u1edbi 60% s\u1ed1 cu\u1ed9c g\u1ecdi l\u00e0 l\u00e3ng ph\u00ed th\u1eddi gian v\u00e0 nh\u00e2n l\u1ef1c v\u00f4 \u00edch.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u d\u1ef1a tr\u00ean hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a Contact Center t\u1ea1i Vi\u1ec7t Nam cho th\u1ea5y t\u1ed5ng \u0111\u00e0i Auto Call ti\u1ebft ki\u1ec7m \u0111\u1ebfn 90% nh\u00e2n l\u1ef1c, 95% th\u1eddi gian v\u00e0 78% chi ph\u00ed so v\u1edbi ph\u01b0\u01a1ng ph\u00e1p quay s\u00f4\u0301 va\u0300 go\u0323i truy\u1ec1n th\u1ed1ng. Ngo\u00e0i ra, Agents c\u00f2n c\u00f3 th\u1ec3 c\u1ea5u h\u00ecnh c\u00e1c tr\u1ea1ng th\u00e1i x\u1eed l\u00fd cho cu\u1ed9c g\u1ecdi nh\u01b0 kh\u00f4ng nghe m\u00e1y, g\u1ecdi l\u1ea1i sau hay sai s\u1ed1&#8230; c\u1ef1c k\u1ef3 d\u1ec5 d\u00e0ng qua h\u1ed9p ch\u1ecdn th\u1ea3 xu\u1ed1ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Th\u00eam v\u00e0o \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p t\u00e0i ch\u00ednh c\u00f2n c\u00f3 th\u1ec3 gi\u1ea3m t\u1edbi 65% chi ph\u00ed b\u1ea3o hi\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng bot thu th\u1eadp d\u1ef1a tr\u00ean tr\u00ean c\u00f4ng ngh\u1ec7 AI. Nh\u1edd kh\u1ea3 n\u0103ng t\u1ea1o t\u00f9y ch\u1ec9nh lu\u1ed3ng cu\u1ed9c g\u1ecdi, bot c\u00f3 th\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u h\u1eefu \u00edch v\u00e0 \u0111\u1ecbnh tuy\u1ebfn ch\u00fang v\u1ec1 CRM. T\u1eeb \u0111\u00f3, agents thu\u1eadn ti\u1ec7n t\u00f9y ch\u1ecdn cu\u1ed9c g\u1ecdi \u01b0u ti\u00ean, s\u1eed d\u1ee5ng gi\u1ecdng \u0111i\u1ec7u ph\u00f9 h\u1ee3p \u0111\u1ed3ng th\u1eddi thi\u1ebft l\u1eadp l\u1ecbch tr\u00ecnh li\u00ean h\u1ec7 c\u1ee5 th\u1ec3 cho c\u00e1c m\u1ee5c \u0111\u00edch chuy\u00ean bi\u1ec7t.<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">An to\u00e0n th\u00f4ng tin v\u00e0 b\u1ea3o m\u1eadt d\u1eef li\u1ec7u<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u1eb7c d\u00f9 nh\u1eefng ti\u1ebfn b\u1ed9 c\u00f4ng ngh\u1ec7 v\u1ec1 b\u1ea3o m\u1eadt th\u00f4ng tin ng\u01b0\u1eddi d\u00f9ng l\u00e0 kh\u00f4ng th\u1ec3 ph\u1ee7 nh\u1eadn, nh\u01b0ng c\u00e1c th\u1ee7 \u0111o\u1ea1n l\u1eeba \u0111\u1ea3o c\u0169ng \u0111ang \u1edf m\u1ee9c \u0111\u00e1ng b\u00e1o \u0111\u1ed9ng. Trong l\u0129nh v\u1ef1c ng\u00e2n h\u00e0ng, t\u00e0i ch\u00ednh v\u00e0 b\u1ea3o hi\u1ec3m, kh\u00f4ng th\u1ec3 b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ed3ng ngh\u0129a v\u1edbi r\u1ee7i ro. Ng\u0103n ch\u1eb7n gian l\u1eadn v\u00e0 th\u1ef1c hi\u1ec7n n\u00f3 c\u00e0ng nhanh c\u00e0ng t\u1ed1t l\u00e0 ti\u00eau ch\u00ed &#8220;s\u1ed1ng c\u00f2n&#8221;.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">100% c\u00e1c gi\u1ea3i ph\u00e1p c\u1ee7a Bellsystem24 Vi\u1ec7t Nam \u0111\u1ec1u cam k\u1ebft s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 cao \u0111\u00e1p \u1ee9ng c\u00e1c ti\u00eau chu\u1ea9n b\u1ea3o m\u1eadt h\u00e0ng \u0111\u1ea7u nh\u01b0 ISO 27001, PCI-DSS, GDPR\u2026 Th\u00f4ng tin v\u00e0 t\u00e0i s\u1ea3n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c s\u1ebd \u0111\u01b0\u1ee3c ho\u00e0n to\u00e0n b\u1ea3o v\u1ec7 qua c\u00f4ng ngh\u1ec7 m\u00e3 ho\u00e1 t\u1ef1 \u0111\u1ed9ng kh\u00f4ng c\u1ea7n t\u1edbi con ng\u01b0\u1eddi. \u0110\u1eb7c bi\u1ec7t, ho\u1ea1t \u0111\u1ed9ng c\u1ee7a nh\u00e2n vi\u00ean doanh nghi\u1ec7p c\u0169ng \u0111\u01b0\u1ee3c gi\u00e1m s\u00e1t hi\u1ec7u qu\u1ea3 theo b\u00e1o c\u00e1o h\u00e0nh vi th\u1eddi gian th\u1ef1c. Nh\u1edd nh\u1eefng \u01b0u \u0111i\u1ec3m v\u01b0\u1ee3t tr\u1ed9i c\u1ee7a m\u00ecnh, Bellsystem24 Vi\u1ec7t Nam hi\u1ec7n \u0111ang l\u00e0 \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a nhi\u1ec1u doanh nghi\u1ec7p t\u00e0i ch\u00ednh ng\u00e2n h\u00e0ng l\u1edbn trong khu v\u1ef1c nh\u01b0 MB Bank, Citi Bank, Woori Bank\u2026\u00a0<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">T\u1ef1 \u0111\u1ed9ng h\u00f3a giao ti\u1ebfp b\u1eb1ng AI<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i kh\u00f4ng ch\u1ec9 \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p cung c\u1ea5p d\u1ecbch v\u1ee5 nhanh h\u01a1n m\u00e0 c\u00f2n ph\u1ea3i c\u00e1 nh\u00e2n h\u00f3a s\u00e2u h\u01a1n t\u1edbi t\u1eebng ng\u01b0\u1eddi d\u00f9ng. Theo kh\u1ea3o s\u00e1t, 90% t\u01b0\u01a1ng t\u00e1c trong ng\u00e2n h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0o n\u0103m 2022 b\u1eb1ng Chatbots &#8211; v\u1edbi 7,3 t\u1ef7 USD chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng s\u1ebd \u0111\u01b0\u1ee3c ti\u1ebft ki\u1ec7m b\u1eb1ng ch\u00ednh c\u00f4ng c\u1ee5 n\u00e0y v\u00e0o n\u0103m 2023.<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/cdn.vietnambiz.vn\/171464876016439296\/2021\/12\/13\/photo-1639380350325-1639380350867598850506.jpg\" alt=\"Talkshow] K\u1ef9 n\u0103ng telesale, telemarketing t\u0103ng t\u1ef7 l\u1ec7 ch\u1ed1t \u0111\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi gi\u00fap doanh nghi\u1ec7p b\u1ee9t t\u1ed1c v\u1ec1 \u0111\u00edch trong giai \u0111o\u1ea1n cu\u1ed1i n\u0103m\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Hi\u1ec7n nay, nhu c\u1ea7u s\u1eed d\u1ee5ng bot AI trong ng\u00e2n h\u00e0ng nh\u1eb1m x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, t\u0103ng t\u1ef7 l\u1ec7 thu h\u00fat, chuy\u1ec3n \u0111\u1ed5i v\u00e0 gi\u1eef ch\u00e2n ng\u01b0\u1eddi d\u00f9ng v\u00f4 c\u00f9ng l\u1edbn. T\u1ea1i giao di\u1ec7n t\u01b0\u01a1ng t\u00e1c v\u1edbi bot AI, b\u00e1o c\u00e1o gian l\u1eadn th\u1ebb, y\u00eau c\u1ea7u t\u0103ng h\u1ea1n m\u1ee9c giao d\u1ecbch hay truy v\u1ea5n l\u1ecbch s\u1eed t\u00e0i kho\u1ea3n l\u00e0 c\u00e1c giao d\u1ecbch c\u1ef1c k\u1ef3 ph\u1ed5 bi\u1ebfn. \u0110\u1eb7c bi\u1ec7t, \u0111\u1eb7c th\u00f9 l\u0129nh v\u1ef1c t\u00e0i ch\u00ednh ng\u00e2n h\u00e0ng l\u00e0 t\u01b0 v\u1ea5n t\u1ed1t nh\u01b0ng nghi\u1ec7p v\u1ee5 CSKH th\u01b0\u1eddng kh\u00f4ng qu\u00e1 xu\u1ea5t s\u1eafc. L\u00fac n\u00e0y, voicebots chatbots h\u1ed7 tr\u1ee3 t\u1ef1 \u0111\u1ed9ng h\u00f3a tr\u00f2 chuy\u1ec7n 24\/7 ch\u00ednh l\u00e0 \u0111i\u1ec3m c\u1ed9ng cho doanh nghi\u1ec7p trong l\u00f2ng kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c bot c\u1ee7a Bellsystem24 Vi\u1ec7t Nam \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i t\u1eadp trung, t\u1ef1 \u0111\u1ed9ng h\u00f3a h\u1ed9i tho\u1ea1i chu\u1ea9n x\u00e1c v\u00e0 \u0111\u1ecbnh tuy\u1ebfn tr\u00f2 chuy\u1ec7n th\u00f4ng minh \u0111\u1ec3 \u0111i\u1ec1u h\u01b0\u1edbng \u0111\u1ebfn agents ph\u00f9 h\u1ee3p. \u0110\u1ed3ng th\u1eddi \u1ee9ng d\u1ee5ng n\u1ec1n t\u1ea3ng c\u1ee7a Text-to-Speech v\u00e0 Speech-to-Text \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh ch\u00ednh x\u00e1c khi ghi nh\u1eadn th\u00f4ng tin v\u00e0 ph\u1ea3n h\u1ed3i l\u1ea1i b\u1eb1ng gi\u1ecdng n\u00f3i. H\u1ec7 th\u1ed1ng n\u00e0y s\u1ebd ho\u00e0n thi\u1ec7n v\u00e0 t\u1ed1i \u01b0u m\u1ecdi t\u00ednh n\u0103ng cho ph\u00e9p doanh nghi\u1ec7p t\u00f9y bi\u1ebfn c\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean nhi\u1ec1u chi\u1ebfn d\u1ecbch kinh doanh kh\u00e1c nhau.<\/span><i><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><i><span style=\"font-weight: 400;\">T\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh<\/span><\/i><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Nhu c\u1ea7u truy c\u1eadp c\u00e1c d\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh ng\u00e2n h\u00e0ng \u1edf m\u1ecdi l\u00fac m\u1ecdi n\u01a1i c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u00e3 t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho s\u1ef1 ph\u00e1t tri\u1ec3n b\u00f9ng n\u1ed5 c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng. Ch\u00ednh t\u1ea1i l\u00fac n\u00e0y, xu h\u01b0\u1edbng t\u01b0\u01a1ng t\u00e1c k\u1ef9 thu\u1eadt s\u1ed1 \u0111a k\u00eanh m\u1edbi \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p t\u00e0i ch\u00ednh \u0111\u1ea9y m\u1ea1nh kh\u00f4ng ng\u1eebng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Theo \u0111\u00f3, c\u00e1c ng\u00e2n h\u00e0ng c\u1ea7n tri\u1ec7t \u0111\u1ec3 t\u1ed1i \u01b0u ph\u00e2n t\u00edch d\u1eef li\u1ec7u ng\u01b0\u1eddi d\u00f9ng nh\u1eb1m nhanh ch\u00f3ng n\u1eafm b\u1eaft \u00fd \u0111\u1ecbnh \u0111\u1eb1ng sau t\u01b0\u01a1ng t\u00e1c tr\u00ean c\u00e1c k\u00eanh kh\u00e1c nhau c\u0169ng nh\u01b0 t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp x\u00fac trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. \u0110\u1ed9i ng\u0169 agents c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o k\u1ef9 l\u01b0\u1ee1ng, nh\u00e2n s\u1ef1 lu\u00e2n chuy\u1ec3n k\u1ecbp th\u1eddi v\u00e0 c\u00e1c tr\u00f2 chuy\u1ec7n c\u1ea7n \u0111\u01b0\u1ee3c s\u1eafp x\u1ebfp khoa h\u1ecdc \u0111\u1ed3ng th\u1eddi c\u00e1 nh\u00e2n h\u00f3a h\u1ee3p l\u00fd \u0111\u1ec3 tr\u00e1nh gi\u00e1n \u0111o\u1ea1n tr\u1ea3i nghi\u1ec7m ti\u00eau d\u00f9ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ed1i v\u1edbi l\u0129nh v\u1ef1c ng\u00e2n h\u00e0ng v\u00e0 Fintech, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i l\u00ean t\u1edbi 25 &#8211; 30% kh\u00f4ng ph\u1ea3i l\u00e0 hi\u1ebfm. Tuy nhi\u00ean, n\u1ebfu doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ph\u1ec5u l\u1ecdc t\u1ec7p kh\u00e1ch h\u00e0ng &#8220;c\u00f3 nguy c\u01a1 cao&#8221; &#8211; t\u1ee9c l\u00e0 \u0111\u00e3 t\u1eebng nh\u01b0ng kh\u00f4ng c\u00f3 \u00fd \u0111\u1ecbnh s\u1eed d\u1ee5ng l\u1ea1i d\u1ecbch v\u1ee5 &#8211; \u0111\u1ec3 ch\u1ee7 \u0111\u1ed9ng t\u01b0\u01a1ng t\u00e1c qua c\u00e1 nh\u00e2n, th\u00ec vi\u1ec7c gi\u1eef ch\u00e2n h\u1ecd l\u00e0 kh\u00f4ng kh\u00f3. 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