ʻO Clarabridge: ʻike i ʻike ʻia mai kēlā me kēia launa ʻana o nā mea kūʻai aku

ʻO Clarabridge: ʻike i ʻike ʻia mai kēlā me kēia launa ʻana o nā mea kūʻai aku

E like me ka hoʻonui ʻana o nā mea kūʻai aku no ka lawelawe ʻana o ka poʻe kūʻai, pono i nā ʻoihana e hana i mea e hōʻoia ai i ka ʻike o kā lākou mea kūʻai aku.

90% o ʻAmelika e noʻonoʻo i ka lawelawe ʻana o ka poʻe kūʻai i ka wā e hoʻoholo ana e hana i kahi ʻoihana me kahi ʻoihana.

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Hiki ke paʻakikī ke hāʻawi i kēia pahuhopu no ka mea he nui ka nui o ka pane i loaʻa i hiki ke lilo i mea nui, e hoʻoulu ana i ka ʻIke Mea Kūʻai (CX) nā hui e nalo i ka ʻike a me nā hopena e pili ana i kēlā me kēia mea kūʻai aku. Me ka hoʻonui pinepine ʻana, huli nā hui ma nā ʻoihana āpau i paepae hoʻokele ʻike ʻike nā mea kūʻai mai e kālailai i nā launa ʻana o nā mea kūʻai aku a wehe i ka ʻike e hiki ai ke hoʻomaopopo i nā mea hou o ka huahana, hoʻomaikaʻi i nā hana kūʻai aku ʻana a me ka hoʻoulu ʻana i ka kūpaʻa lōʻihi o ka poʻe kūʻai.

Ka Hoʻolālā ʻIke Mea Kūʻai Mai

Kūleʻa nā hui i nā manaʻo o ka poʻe kūʻai — petabytes o ka ʻikepili ma ke ʻano o nā kelepona i hoʻopaʻa ʻia a me nā transcripts, nā leka a nā agena, nā loiloi pūnaewele, ka pili kaiāulu, nā leka uila, nā leka uila a me nā ana.

Ma loko o kēia mau pilina a me nā manaʻo pane, hōʻike nā mea kūʻai aku i nā manaʻo, nā manaʻo a i ʻole nā ​​pilikia e pili ana i kā lākou ʻike me kahi huahana, brand a i ʻole hoʻonohonoho, a me ko lākou mau manaʻo no ke kiʻi ʻana. Hoʻohana ʻia ka hapa nui o kēia ʻikepili ma ke ʻano he kumu o ka ʻike hana a me ka hoʻokūkū. Mālama ʻia ia i ka nui o nā faile a me nā faile kikokikona, ʻaʻole i loiloi maʻalahi ʻia e nā pono hana ʻike kuʻuna i hoʻolālā ʻia e lawelawe i nā ʻikepili i kūkulu ʻia e like me nā helu a me nā papa inoa.

Hana ʻo Clarabridge, kahi mea hāʻawi i ka hoʻoponopono ʻana i ka ʻike no ka poʻe kūʻai (CEM), me kekahi o nā inoa kiʻekiʻe o ka honua e like me USAA, Vera Bradley a me United, e hoʻopau i ka haunaele a me ka paʻakikī o ka manaʻo o ka poʻe kūʻai. Ma o kāna AI, hoʻohui ʻo Clarabridge i ka manaʻo o ka poʻe kūʻai aku a me nā kamaʻilio ʻana i loko o kahi hub piha piha i hiki ke kālailai ʻia me ka hoʻohana ʻana i nā huaʻōlelo a me nā loiloi haʻiʻōlelo a Clarabridge me nā ʻike kūpono i hāʻawi ʻia i nā mea pili pono āpau ma waena o ka hui.

Wahi a Salesforce's State of the Connected Customer report, 80% o nā mea kūʻai aku e ʻōlelo i ka ʻike hāʻawi nā ʻoihana i mea nui e like me kāna huahana a me nā lawelawe. Me kēia i ka noʻonoʻo, he mea ʻole ka mea a kāu hui e kūʻai aku ai hāʻawi ai, kahi ʻike mea kūʻai aku poina ʻole e hoʻopili i nā ʻoihana āpau. No kēia kumu, hana pū ʻo Clarabridge me nā hui panakō a me nā kālā, mālama mālama ola a me nā ʻinikua, nā mea kūʻai aku, kūʻai aku, nā pāpāho a me nā ʻenehana, a me ka huakaʻi a me ka hoʻokipa. ʻO nā mea kūʻai aku me SharkNinja, Nationwide, Adobe a me Crate & Barrel.

ʻO Clarabridge Analytics: Ke nānā nei i kēlā me kēia manaʻo no CX kūleʻa

I mea e kōkua ai i ka ʻike nui o nā mea kūʻai aku, hiki i nā mea kūʻai aku ʻo Clarabridge ke komo i ʻelua mau hopena: ʻO Clarabridge Analytics a me Clarabridge Engage. Ma o ʻO Clarabridge Analytics, hiki i nā ʻoihana ke hele ma mua o ka hana ʻana i ka ʻōlelo kūlohelohe (NLP), ka manaʻo a me ka hoʻokaʻawale ʻana i ka ʻikepili no ke ana ʻana i ka hana, ka naʻau, ka manaʻo a me ke kumu o ka hoʻopukapuka ʻana me ka hoʻohana ʻana i nā lula a me ka hoʻokele aʻo ʻana i ka mīkini iā ​​AI.

No ke aha he mea nui kēia? Nui paha nā ʻoihana i nā ʻāpana a me nā ʻenehana e kālailai i kekahi o kēia ʻikepili akā ʻaʻohe a lākou e hoʻopuni nei i ka hopena ma kahi e maopopo maoli ai i ka manaʻo, ka nānā ʻana i ke kumuhana, ka ʻike kumuhana, ka ikaika o ka naʻau a i ʻole ka helu hoʻoikaika. Nānā ʻo Clarabridge i kēia ʻike āpau e hāʻawi i kahi ʻike holoʻokoʻa o ka mea kūʻai. Kōkua ʻo Clarabridge i nā ʻoihana e hana i kēia i nā ala ʻekolu:

  1. Hoʻohui ʻia, omnichannel analysis - ʻAʻole i ka wā ma mua, he mau ala wale nā ​​mea kūʻai aku e kiʻi i kahi brand. I kēia manawa, hiki i nā mea kūʻai aku ke kiʻi i nā māka i kēlā me kēia manawa. He kelepona paha, nā leka uila, nā kamaʻilio, nā ana, nā pilina pili kaiaulu, nā helu helu a me nā loiloi a i ʻole nā ​​kolamu, nui nā mea e nānā ai. No nā hui nui i loaʻa paha nā wahi he nui a puni ka honua, me nā kikowaena pili he nui, ke komo nei i kēlā me kēia pilina me ka mea kūʻai aku kahi pilikia. No ke kōkua ʻana i ka hōʻiliʻili ʻana i nā manaʻo o nā mea kūʻai mai ma kahi hoʻokahi, hoʻohui ʻo Clarabridge me nā kumuwaiwai he haneli, e like me WhatsApp, Twitter, Facebook, kāhea leo ʻana, nā leka uila a me nā mea hou aʻe.
  2. Nānā huaʻōlelo - NLP ka hiki o kahi polokalamu kamepiula e kālailai i ka ʻōlelo a ke kanaka e hoʻoholo ai i ka ʻōlelo, nā kūkulu grammatical, nā mea hui — e like me nā inoa, nā wahi a me nā māka — nā huaʻōlelo a me nā huaʻōlelo pili i ka ʻōlelo ma loko o kahi ʻōlelo. He mea nui ka NLP i ka hoʻomaopopo ʻana i ka ʻikepili nui no ka mea hāʻawi ia i ke ʻano i nā nui o nā huaʻōlelo i hiki ai ke kālailai hou ʻia no nā kumuhana, nā kumuhana, nā loli a me nā ʻano huaʻōlelo ʻē aʻe ma nā miliona o ka launa pū ʻana. Lawe ʻo Clarabridge i ke kālailai ʻana i kahi ʻikepili i kahi ʻanuʻu aʻe e ka hoʻohui pū ʻana i ka ʻike ʻōlelo maoli (NLU). ʻImi ʻo NLU e hoʻomaopopo a loaʻa mai ka manaʻo mai ka ʻōlelo kanaka. NLU loea e ninaninau i nā huaʻōlelo, nā māmalaʻōlelo a me ka pōʻaiapili e loiloi i nā kumuhana, ka manaʻo, ka manaʻo, ka ikaika a me nā ʻano haʻi ʻōlelo ʻē aʻe. ʻO NLU ka mea hoʻoikaika i hope o ka hoʻopili ʻana i nā huaʻōlelo. Ma o NLU, loaʻa i nā ʻoihana kahi ʻike ʻoi aku ka maikaʻi o ka mea a nā mea kūʻai aku e kamaʻilio nei, e hōʻuluʻulu ana i nā poʻomanaʻo no ka loiloi maʻalahi, e alakaʻi ana i ka hoʻoholo wikiwiki ʻana no kahi ʻike o ka mea kūʻai aku maikaʻi loa.
  3. Personalization - He mea ʻole ka mākaʻi, maʻalahi ʻo Clarabridge i nā kime e hana i nā dashboard pilikino, e huki ana i ka ʻike e pono ai nā keʻena i hoʻokahi wahi no ka maʻalahi a me nā ʻike wikiwiki. Ma ka loaʻa ʻana o kahi papakū pilikino, hiki i nā keʻena ma waena o ka ʻoihana ke kaʻana like i nā ʻike a hoʻolilo iā lākou i hana. He mea nui kēia e like me ka manaʻo o nā mea kūʻai aku e ʻike wikiwiki i nā loli — ʻaʻole i loko o ʻelua mau lā a i ʻole mau mahina.

Hana ʻo Clarabridge: Hālāwai nā mea kūʻai aku ma hea lākou

Ke piʻi aʻe nei nā kahakaha kikoʻī, manaʻo ka poʻe kūʻai i ka kamaʻilio manawa maoli me nā ʻoihana. ʻOi aku ka maʻalahi o kēia ma mua o ka hana. Ke paʻakikī nei i ka mālama ʻana i nā kamaʻilio he nui, ma o nā paepae he nui a i kekahi manawa i nā ʻākena he nui.

ma Hoʻopili ʻo Clarabridge, hiki i nā hui ke hui pū me nā mea kūʻai aku ma hea lākou a hāʻawi i nā ʻike o ka poʻe ʻoi aku ʻoi aku ka maikaʻi a me ke komo ʻana ma o ka papahana kamaʻilio waena. Hoʻomoe ka paepae i nā kamaʻilio mai nā ʻano like ʻole o nā pūnaewele like ʻole a me nā alaloa kamaʻilio asynchronous me Facebook, Twitter, Instagram, WhatsApp, SMS, WeChat, leka uila, nā helu helu a me nā loiloi, nā hālāwai kūkākūkā pūnaewele, nā blog a me nā mea hou aku, e ʻae nei i nā ʻoihana e kamaʻilio maʻalahi me, e pane aku, a hoʻokomo i nā mea kūʻai aku i nā kahawai e hoʻohana maoli ai nā mea kūʻai aku. ʻO ke kikowaena kikowaena i hiki i nā pūʻulu lawelawe ke ʻike i nā leka i hiki mai, komo i ka mōʻaukala kamaʻilio no ka pōʻaiapili a hoʻohui i nā kamaʻilio ma nā kahawai. Kaha ʻia nā kamaʻilio me ka ʻikepili e pili ana i ke kumuhana, ka hoʻoikaika ʻana, ka manaʻo, a me nā mea hou aʻe. Kōkua ʻo Clarabridge i nā ʻoihana e hoʻopili maikaʻi me nā mea kūʻai aku i ʻekolu mau ʻano like ʻole:

  1. E hoʻoliʻiliʻi pane me ka pahu lōkahi i hoʻohui ʻia - Me ke komo ʻana i nā kaha like ʻole, hiki i ka mea kūʻai aku ke hoʻopili aku i kahi hui ma mua o hoʻokahi paepae. Hana kēia i kahi hoʻopiʻi no nā hui e nānā i nā noi ʻokoʻa a me nā kamaʻilio ʻana mai ka mea kūʻai aku. Ke loaʻa nei i kahi pahu lōkahi i ʻae ʻia nā kime kākoʻo mea kūʻai aku e ʻike maʻalahi i nā kamaʻilio i hala e loaʻa ai ka ʻike maikaʻi o ka noi a ka mea kūʻai. Kōkua kēia i ka pale ʻana i ka hoʻonāukiuki hou ʻana aku i ka mea kūʻai aku i hōʻike ʻē i kā lākou huhū me kekahi agena ʻē aʻe. Hoʻohui ʻia, hiki ke hoʻomākaukau i nā kime ma o ka loaʻa ʻana o nā pane i mua o ka kēpau, nā hiʻohiʻona o nā alakaʻi hoʻopuka a me nā hoʻolālā pilikia e ʻae iā lākou e hoʻolālā no nā pilikia i manaʻo ʻole ʻia.
  2. Hoʻopiha i ka nānā ʻana iā SLA - Nāʻaelike pae lawelawe (SLA) Aia i kahi e hōʻoia i ka maikaʻi, loaʻa a me nā kuleana. Eia nō naʻe, paʻakikī ka nānā ʻana o SLA inā nui nā ʻākena e pili ana, ʻo ia ka hihia pinepine. I mea e hoʻomaikaʻi ai i nā ana mālama mālama mea kūʻai aku, e like me ka manawa maʻamau o ka lawelawe ʻana (AHT) i kēlā me kēia hihia, ka helu hoʻonā mua (FCR) a me ka wikiwiki o ka pane, pono i nā kime ke komo i nā ʻike āpau i kahi hoʻokahi a maopopo maopopo i ka lōʻihi o ka mea kūʻai aku. ke kali nei. Hoʻomaopopo ka hiʻohiʻona ʻo Clarabridge's Watchdog i nā kime pehea ka lōʻihi o ke kali ʻana o ka mea kūʻai aku no kahi pane i ʻole e nalo nā mākaʻi i kā lākou manawa pane SLA.
  3. ʻO ke kau inoa ʻana a me ka hoʻokele ʻana no nā manawa pane wikiwiki - Hoʻopau pinepine ʻia nā Agena me nā hana menial e hoʻopau ana i ka manawa mai ke kōkua ʻana aku i nā mea kūʻai aku hou aku. ʻO kekahi o kēia mau hana ka tag lima ʻana i nā kumuhana i nā kamaʻilio e kōkua i nā ʻākena e hoʻomaopopo i nā poʻomanaʻo kī. Ma o ka mana o AI, ʻaʻole pono nā hui e hōʻailona lima. Hoʻomaopopo aunoa ʻo Clarabridge Engage i nā kumuhana o nā kamaʻilio kaiāulu a me nā ala i haʻi ʻia i ka agena kūpono, i ka manawa kūpono. I ka hana ʻana pēlā, hiki i nā ʻākena ke hoʻomaopopo koke i ka makemake o ka mea kūʻai aku a pane koke a hoʻokele paha iā ia i ka ʻākena ʻoi loa e lawelawe i ka hihia.

E piʻi mau ana nā mea e pili ana i ka ʻike o nā mea kūʻai mai. Ma mua o ka hoʻomau ʻana ʻana i nā ʻāpana ʻāpana liʻiliʻi, pono i nā ʻoihana e ʻimi i kahi hopena i hoʻohui ʻia e kū i ko lākou mau pono.

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