Riba:
- Samun damar bambance inda hankali na wucin gadi yana ba da saurin gaske a cikin abokan ciniki (sabis na kai, tallafi-wakili, bincike) da kuma inda aka bar sadaukarwa da lokuta masu mahimmanci ga mutane, bisa ga matakin haɗarin aiki.
- Ƙarfin yin amfani da horo wanda ke tabbatar da kowane fitowar hankali na wucin gadi ta hanyar matakan haɗa shi zuwa tushen, ƙayyade mahimmancin kofa da wucewa ta hanyar tace mutum.
- Ikon rufe bayanan abokin ciniki da katin a cikin iyakokin KVKK/PCI-DSS da samun al'adar zabar abin hawa mai aminci.
Yawancin lambobin sadarwa suna faruwa a kowane minti daya a cibiyar kira: takaddamar lissafin kan wayar, binciken jigilar kaya a cikin taga taɗi, buƙatar dawo da kuɗi a cikin imel, abokin ciniki mai fushi yana danna maɓallin "haɗa zuwa wakili" a cikin app. Wasu daga cikin waɗannan lambobin sadarwa suna maimaituwa ne kuma iri ɗaya (sake saitin kalmar sirri, binciken ma'auni, sabunta adireshi); Wasu daga cikinsu suna da motsin rai, hadaddun kuma suna tasiri kai tsaye ga martabar cibiyar (ƙorafi, buƙatar sokewa, diyya ga kuskure). Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwaƙwalwa (AI, ko AI a takaice - tsarin kwamfuta wanda zai iya haifar da rubutu da magana kamar mutum, gane niyya, taƙaitawa da tsinkaya) yana zaune daidai a tsakiyar wannan hoton: idan aka yi amfani da shi daidai, yana warware lambobin sadarwa na yau da kullum a cikin dakika, yana ba da taimako nan take ga wakili, taƙaita tattaunawa da ma'auni mai kyau; An yi amfani da shi ba daidai ba, yana ba da bayanan karya ga abokin ciniki, yana fitar da bayanan sirri, ko rasa lokacin da ya kamata ɗan adam ya karɓi iko.
Naúrar farko na wannan ƙirar ba gabatarwar software ba ce. Manufarsa ita ce bayyana inda za a saka AI a cikin ƙwarewar abokin ciniki (CX - Kwarewar Abokin Ciniki, cikakkiyar ƙwarewar da abokin ciniki ke da shi a cikin kowane hulɗa tare da alamar) da kuma inda ba za a saka shi ba. Bari mu tsara ƙa'ida ta asali tun daga farko: Hankali na wucin gadi mataimaki ne, ba mai yanke shawara ba wanda ya maye gurbin wakili da manaja. Alƙawarin da ke shafar abokin ciniki kai tsaye (maida kuɗi, ƙarewar kwangila, ramuwa, martani na doka) da yanayi masu mahimmanci (abokin ciniki mai fushi, tsaro, lafiya, haɗarin kuɗi) na mutumin da ya cancanta.
Yadudduka na cibiyar kira da wurin AI
Don fahimtar cibiyar kira, yana da amfani a raba kasuwancin zuwa matakai uku. Layin sabis na kai shine inda abokin ciniki ke magance matsalar su ba tare da taɓa haɗawa da ɗan adam ba: IVR (Masanin Muryar Sadarwa - tsarin menu na murya wanda ya ce "latsa 1 don lissafin ku" ta wayar), chatbot, da cibiyar taimako. Layer goyon bayan wakili shine inda ɗan adam yayi magana da abokin ciniki, amma AI yana ba su taimakon ad-hoc: ba da shawarar amsar da ta dace, taƙaita tattaunawar, tunatar da su mataki na gaba. Layer na gudanarwa da bincike shine inda ake auna duk lambobin sadarwa da inganta su: ƙima mai inganci, nazarin jin daɗi, rahotannin yanayi. AI ya taɓa dukkan matakan uku; amma tare da iko daban-daban a kowace. A layin sabis na kai, AI na iya magana kai tsaye ga abokin ciniki (a kan batutuwa masu kunkuntar da amintattu); A Layer na gudanarwa, kawai yana samar da bincike da zane-zane, kuma mai sarrafa ya yanke shawara.
Maɓallan maɓalli kaɗan ne ke haɗa harshen cibiyar kira, kuma bari mu fayyace su daga farko. AHT (Matsakaicin Lokacin Hannu) shine tsawon lokacin da lamba ke ɗauka gabaɗaya, gami da tattaunawa tare da ayyukan ƙarewa. FCR (Resolution na Farko) shine ko an warware matsalar abokin ciniki lokaci ɗaya. CSAT (Customer Gamsuwa) shine maki na binciken "kun gamsu" bayan tuntuɓar. NPS (Net Promoter Score) shine halin abokin ciniki don ba da shawarar alamar. Juyawa shine adadin da ake warware tuntuɓar ta hanyar sabis na kai kafin ta isa ga ɗan adam. Za mu yi bayanin waɗannan ra'ayoyi ɗaya bayan ɗaya a cikin raka'a masu zuwa; A yanzu, san wannan: AI yana ba ku sauri da bincike akan duk waɗannan alamun, amma alhakin alƙawarin da aka yi wa abokin ciniki yana tare da ƙungiyar.
Tebur mai zuwa yana taƙaita rawar da matakin haɗari na AI ta manufa:
nema
Matsayin AI
Matsayin haɗari
Wanda ya yarda/mallaka
Amsar FAQ/bayani (daidaituwa, lokutan aiki)
Mai amsa kai tsaye (bot)
ƙananan
Manajan tushe na ilimi
Takaitaccen kira da yiwa alama alama
sketch janareta
Ƙananan-Matsakaici
Wakili (bita)
Shawarar amsa kai tsaye ga wakilin
Mataimakin / mai faɗakarwa
matsakaici
Wakili (shine mai magana)
Binciken jin daɗi da ƙimar inganci
Analysis / nuni
matsakaici
Kwararre mai inganci (QA).
Maidawa/ tayin biyan diyya
Draft, kar a taɓa yin aiki da kai
babba
Wakili/mai gudanarwa mai izini
Ƙarewar kwangila, amsawar doka
shigarwa kawai
mai girma
Naúrar da ta dace + doka
Ka tuna da layi ɗaya daga wannan tebur: yayin da haɗari da nauyin motsin rai ya tashi, rawar AI yana raguwa da amincewar ɗan adam yana girma.
Me yasa "tabbaci" shine zuciyar wannan kasuwancin
Samfuran yaren basirar ɗan adam da alama suna da tabbaci ga amsarsu, amma ƙila ba za su tabbata ba. A cikin harshe na fasaha, ana kiran wannan hallucination: shine ƙirar ƙirƙira na bayanan da ba su wanzu a cikin jimla mai kyau, kamar dai gaskiya ne. Don cibiyar kira, wannan babban tarko ne: bot na iya gaya wa abokin ciniki "lokacin dawowar ku kwanaki 30 ne", yayin da manufofin ku kwanaki 14 ne; ko kuma ya ce "kamfen na ci gaba da gudana", amma jiya ya kare. Abokin ciniki yana ɗaukar wannan bayanan karya a matsayin sadaukarwa kuma ƙungiyar tana daure. Tun da yake ya faɗi duka da iyawa ɗaya, kawai abin da ke bambanta daidai da kuskure shine daidaiton tushen ilimin da aka haɗa bot da dabi'ar tabbatar da ɗan adam.
Horon tabbatarwa ya ƙunshi matakai guda uku:
- Haɗin kai zuwa tushen: Ga kowane takamaiman bayanai kamar ma'auni, kuɗi, yanayin yaƙin neman zaɓe, lokacin dawowa, kwanan watan bayarwa, amince da tsarin rayuwa na ƙungiyar (CRM, tsarin tsari, tushen ilimin halin yanzu), ba ƙwaƙwalwar AI ba. Yi amfani da AI don yin magana game da wannan bayanan, ba don tunawa da shi ba.
- Ƙayyade ƙaƙƙarfan ƙofa: Waɗanne batutuwa ne bot ɗin zai iya amsawa kai tsaye, waɗanda dole ne a ba da su ga ɗan adam - rubuta wannan a gaba. Bot ya kamata ya tsaya lokacin da aka ga kudi, tsaro, lafiya, doka da alamun fushi.
- Tace mutum: Ya karanta ya amshi amsar da aka ba wa wakili kafin wakilin ya faɗi. Yana bitar bayanan da aka rubuta da lakabin kafin aikawa.
Hankali: Isar da amsar da AI ta samar ga abokin ciniki ba tare da tabbatar da ita ba kamar bayar da sadaukarwar da ba a sanya hannu ba ga abokin ciniki. Amsar ba daidai ba ce don kawai tana da kyau; Gaskiya ne domin ya dogara da tushen.
Sirri: bayanan abokin ciniki bayanai ne masu mahimmanci
Bayanan abokin ciniki (suna, ID, tarho, adireshi, lambar katin, tarihin oda) ana kiyaye su a ƙarƙashin KVKK (Dokar Kariyar Bayanan Sirri) a cikin Türkiye da GDPR a Turai. Hakanan ana kiyaye bayanan katin biyan kuɗi ta PCI-DSS (ma'aunin tsaro na bayanan katin biyan kuɗi) kuma ba za a iya rubuta cikakken lambar katin a fili a ko'ina ba ko ga kowane kayan aikin sirri na wucin gadi. Manna danyen tattaunawar abokin ciniki cikin kayan aikin AI na jama'a babban cin zarafi ne. Dokar mai sauƙi ce: abin rufe fuska / ɓoye bayanan kuma kar a raba abin da ba dole ba. "abokin ciniki", "katin ** ** 1234" maimakon "Ayşe Yılmaz, TC 123..., katin 5312..."; Yi amfani da gyare-gyaren rubutun maimakon tattaunawa da ɗanyen magana. Idan zai yiwu, zaɓi kayan aikin kamfanoni waɗanda ke da yarjejeniyar sarrafa bayanai kuma kar a yi amfani da bayanan ku a cikin horon ƙira.
uku mini lokuta
Case 1 - Amintaccen amfani. A cikin cibiyar kiran e-kasuwanci, wakilai sun shafe mintuna 2-3 suna rubuta taƙaitaccen bayani da alamun a ƙarshen kowane kira. Kira 60 a kowace rana × 2.5 minutes = ~ 150 mintuna na aikin gudanarwa ta kowane wakili. AI ta fara samar da taƙaitaccen bayani da kuma sawa daftarin aiki daga rubutun da ba a san su ba; wakilin ya duba kuma ya gyara kowane taƙaitaccen bayani a cikin daƙiƙa 20. Lokacin gudanarwa ya ragu da kashi 70 cikin ɗari, tare da ciyarwa ~ 1.5 hours a kowace rana akan ƙarin abokan ciniki. AI ya ba da daftarin, alhakin ya kasance tare da ɗan adam.
Case 2 - Tarkon amsa ba a tantance ba. Abokin chatbot na banki da karfin gwiwa ya samar da lambar "Raunin ku na rance shine 2.89%" ba tare da haɗawa da tushen ilimin ba; ainihin ƙimar ya bambanta kuma an sanar da abokin ciniki ta imel. Abokin ciniki ya ɗauki wannan wasiƙun a matsayin shaida kuma ya shigar da ƙara. Kuskure: ƙyale bot don samar da ainihin lambar kuɗi ba tare da haɗawa da tsarin rayuwa ba.
Shari'a ta 3 - Cin zarafin sirri. Wani ma'aikaci ya rubuta bayanan kiran kwana guda 400 (wanda ya ƙunshi sunaye, lambobin katin, adireshi) kuma ya loda su zuwa kayan aikin AI na jama'a don "bayyana ƙararrakin da aka fi yawan samu," in ji shi. Bayanan sun tafi wajen kungiyar; Cin zarafin PCI-DSS ya faru saboda yana ɗauke da cikakkun lambobin katin. Hanyar da ta dace: don rufe bayanan sirri da katin ta atomatik kuma bincika rubutun da ba a san su ba.
Samfura huɗu masu kwafi
1) Rarraba haɗarin aiki:
Matsayinku: mataimaki ga mai sarrafa cibiyar kira. Ga nau'in tuntuɓar abokin ciniki mai zuwa: (1) ƙayyade rawar AI [amsar kai tsaye / wakili / bincike], (2) ƙayyade matakin haɗari [ƙananan / matsakaici / babba], (3) wanda ya kamata ya amince da shi. Idan akwai alƙawarin kuɗi/hankali na shari'a, yi alama "an buƙaci amincewar ɗan adam". Nau'in tuntuɓar: <<...>>
2) Lissafin tabbatar da fitarwa:
Bincika fitowar AI mai zuwa kafin isar da shi ga abokin ciniki. (1) Shin duk bayanan da aka yi amfani da su (yawanci, tsawon lokaci, yaƙin neman zaɓe) a cikinsa yana da alaƙa da tushe, ko za a iya yin su? (2) Shin ya ƙunshi alkawari/alƙawari? (3) Shin kudi ne / shari'a / yanke shawara mai mahimmanci? Duba kowane abu; haskaka "VERIFY" kowace lamba da ba a haɗa da tushen. Fitowa: <<...>>
3) Maske bayanan abokin ciniki:
Mask bayanan sirri/kati daga rubutu mai zuwa: suna →[CUSTOMER], ID→[IDN], phone→[PHONE], kati→[CARD], address→[ADDRESS]. Ba da rubutun da abin rufe fuska kuma lissafa filayen nawa kuke rufe fuska. Rufe wurin da ba ku da tabbas a kansa (gefe lafiya). Rubutu: <<...>>
4) Takaitaccen bayani:
Takaitacciyar jigon abokin ciniki ANONYMOUS (babu suna/kati) a ƙasa. Kawai amfani da bayanai daga rubutu; Kada ku sanya kowane lamba/lokaci. Idan akwai alƙawari, faɗi shi yadda yake, in ba haka ba a ce "babu alkawari". Rike taƙaitaccen bayanin. Tuntuɓi: <<maskar rubutu>>
Rauni mai ƙarfi / Ƙarfi mai ƙarfi
Rawanin faɗakarwa:
Yaya zan amsa wa wannan abokin ciniki, zan mayar masa?
Wannan da'awar ba ta da lahani: ba a ba da AI mahallin (samfurin, manufofin, lokaci), ikon yanke shawara, kuma bayanan abokin ciniki ba shi da iko. AI na iya amsawa kawai tare da tsarin da aka yi.
Ƙarfi mai ƙarfi:
Matsayinku: mataimaki na taimakawa wakilin sabis na abokin ciniki. Magana: Manufar dawowarmu = kwanaki 14 don samfurin da ba a yi amfani da shi ba. Karanta saƙon abokin ciniki mara suna a ƙasa (babu suna/kati). Abokin ciniki: "Na sayi samfurin kwanaki 20 da suka wuce, ban yi amfani da shi ba, ina son maidowa." Aiki: (1) taƙaita halin da ake ciki bisa ga manufofin, (2) zayyana amsa mai ladabi wanda wakilin zai iya faɗi, (3) a fili a fili inda ake buƙatar ikon yanke shawara ("wakili ga ɗan adam"), babu wani abu a cikin tsarin lokaci / adadin ƙirƙira.
Manufa, rawar da ba a sani ba, da kuma hani kan "ƙira" sun bayyana a fili a cikin wannan saurin. Wakilin har yanzu yana da fitarwa: tun daga kwanaki 20> kwanaki 14, dawowar ba daidai ba ce kuma yanke shawara ta kasance tare da wakilin.
Kuskuren gama gari
- Yin bot yayi magana game da komai. Barin iyakar bot a buɗe ba tare da ragewa ba yana haifar da hasashe da alkawuran ƙarya. Bot ya kamata kawai ya amsa kan kunkuntar batutuwa masu aminci waɗanda ke da alaƙa da tushen ilimin sa.
- Manna danyen bayanan abokin ciniki cikin AI. Kada a shigar da abin hawa ba tare da rufe suna, lambar waya, katin ID da adireshin ba.
- Ba da ikon yanke shawara ga AI. Alƙawari ta atomatik kamar "sake kuɗi" ko "warke kwangilar" yana ɗaure cibiyar; Wadannan ya kamata a bar su ga mutane.
- Rasa lokacin motsin rai. Tsayawa bot lokacin da alamun fushi, barazana, ko rikici zai juya gwaninta zuwa bala'i; Waɗannan lokutan suna buƙatar kulawa da sauri.
- Mika amsar ba tare da tabbatar da ita ba. Fitowar AI bai kamata ta je ga abokin ciniki ba tare da haɗawa da tushen ba.
Tukwici: Kafin gina bot ko mataimaki, rubuta jumla ɗaya: "Menene wannan kayan aikin zai iya yi kuma menene ba zai iya yi ba?" Wannan jumla ita ce iyakar tsaro na aikinku.
a takaice
Ƙwarewar wucin gadi a cibiyar kira da ƙwarewar abokin ciniki; Mataimaki ne mai ƙarfi wanda ke haɓaka lambobin sadarwa na yau da kullun, taimaka wa wakili da matakan matakai. Amma mai alƙawuran da aka yi wa abokin ciniki, lokuta masu mahimmanci da alkawurran kuɗi / doka koyaushe shine ƙwararren mutum. Matsayi AI bisa ga matakin haɗarin manufa: yayin da haɗarin ke ƙaruwa, aikin AI ya zama ƙarami, amincewar ɗan adam yana girma. Haɗa kowane tabbataccen amsa ga tushen, kar a ƙirƙira kowane lambobi ko lokuta, rufe bayanan abokin ciniki, da yin saurin mika doka a lokacin fushi/rikici.
Aikin aikace-aikace
Lissafin nau'ikan lambobin sadarwa guda 8 na gama gari daga cibiyar kiran ku (ko wani labari na tunani) (misali tambayar ma'auni, bin kaya, dawowa, sake saitin kalmar sirri, takaddamar daftari, sokewa, gazawar fasaha, korafi). Yi tebur tare da ginshiƙai uku don kowanne: "Shin bot zai iya magance shi kai tsaye? / Shin AI yana taimaka wa wakili? / Ya kamata a bar shi ga ɗan adam?" Rubuta takaitacciyar hujja don aƙalla lambobin sadarwa biyu. Wannan tebur zai zama tushen tsarin gine-ginen CX-YZ da za ku kafa a cikin tsarin.
jerin abubuwan dubawa
- [ ] Zan iya bambanta rawar AI (amsar kai tsaye / taimako / bincike) da matakin haɗari a cikin kowane ɗawainiya.
- [ ] Na bayyana a sarari iyakar bot (abin da yake yi, abin da ba ya yi).
- [ ] Na dangana kowace takamaiman amsa (adadi, tsawon lokaci, yaƙin neman zaɓe) zuwa tushen rayuwa, ban cika shi ba.
- [ ] Ina rufe bayanan abokin ciniki da katin kafin in ba AI (KVKK/PCI-DSS).
- [ ] Na rubuta ƙa'idodina na mika kai ga mutane cikin sauri a lokacin fushi, rikici, sadaukarwar kuɗi / doka.
- [ ] Na sanar da ƙungiyar cewa amincewar ƙarshe na kudi da alkawuran shari'a ya ta'allaka ne ga mutumin.