AI Call-out Technology
admin
2022-09-15
AI智能外呼技术
AI Call-out Technology
技术编号
AH-007
提供单位
科大讯飞股份有限公司
技术大类
其他技术
联系人
刘旸
技术类型
其他技术
电话
18715023309
邮箱
yangliu27@iflytek.com
适用范围
信息技术及服务,需要依赖运营商电话网络。
推荐单位
安徽省科技厅
- Technical principle and process routeIn the era of impacted by the pandemic, no-contact and online services have been growing, bringing about a substantial increase in outbound calls in industries such as government services, banking, insurance, securities, electricity, natural gas, telecommunications, utilities, logistics, e-commerce, and automobile for conducting notifications, follow-ups, marketing, surveys, etc. The traditional model of handling the tasks involves a lot of human resources and causes many management problems to government organizations and enterprises. In contrast, the intelligent outbound call technology can assist or replace manual outbound call operations and services, helping government organizations or enterprises cut labor costs.
- 技术提供方科大讯飞股份有限公司
- 技术主要指标信息语音识别率超过90%,语音合成MOS分超过4.5分,语义理解交互正确率超过90%,支持10000路以上并发运行。
- 商业应用情况共建设超过百余个采用智能外呼技术的建设项目,涵盖政府、银行、保险、证券、电力、运营商、公用事业等 20多个行业,中大型客户市场占有率超过 80%,在海外市场应用中,目前已应用于香港、韩国等国家。 中国人寿,新建100路智能外呼机器人,共计投资416万,每年成功回访保单330万单,相当于82.5个人工的年回访量,节省人力投入825万元/年,静态投资回收期为1年。 国重庆渝中区政府,新建30路智能外呼机器人,用于新冠肺炎疫情防控调研业务,3天紧急完成高危地区4.3万通电话的外呼工作,发现居家隔离人群身体不适及疑似症状人员60人,从武汉返回人群632人,其中有症状7人,有效制止了该地区疫情的扩散。
- 希望在技术转移过程中得到的帮助/支持
- 商业应用单位联系人/电话/邮箱
- 设备投资主要为服务器及语音交换机,外呼技术当支持200路并发处理能力时,预计硬件投资在12万,具体根据当时市场价格浮动
- 年运行维护费用系统正常运行时,需要进行软件升级及日常运营维护,一般每年的维护费为初次工程建设费用的10%。
- 投资回收期投资回收周期跟外呼机器人作业时间及业务场景相关性较强。一般而言,人工客服外呼话务量平均在150通/天,机器人外呼话务量平均为300通/天。以某银行新建30路智能外呼机器人,共计投资112万,开展用户促活业务为例,按照1年周期进行测算,30路机器人每年促活用户数约51万,相当于35个人工客服,节省人力投入共计350万元/年,从上可以推算该项目静态投资回收期为1年。
- 附加效益A.I.智能外呼技术相比较人工客服具有无可比拟的优势,不仅仅在经济成本、工作效率有百倍优势,其工作态度、工作质量、工作时长、数据统计分析能力与人工相比同样具有无可比拟的优势,为政府部门、企业的智能化、线上服务转型提供了技术手段,极大的提升客户的体验,提升企业形象和品牌效应。
- 综合效益AI智能外呼技术为纯软件及信息处理技术,对环境零污染,并且在环境保护方面能够提供相应的技术支持,如在排查环境污染方面,可利用AI智能外呼技术,向被调查地区的人民进行问卷调查,能够主动快速的获取到最真实的群众对于环境治理、环境情况的反馈。同时AI智能外呼技术的应用,减少了人力和物力的投入,对于政府、企业等可直接产生经济效益。如一个调查员外出调查是否存在违规排污、环境治理是否有效果,所需要投入的费用每天需要几百元,一次调查需要花费上千元,而使用AI智能外呼,通过向当地人民做问卷调查的方式,只需要几十块钱的成本。
- 障碍对技术转移影响等级需要依赖运营商电话网络。
- 提交日期2020/12/23
- 技术成熟度技术成熟度等级为"高"。目前采用科大讯飞最新一代人工智能算法及语音识别、语音合成、语义理解技术,语音交互响应及问答正确率达到90%以上,并且通过了第三方权威机构的检测。智能外呼能准确地理解用户意图,实现与用户进行自然语言交互,可替代人工或辅助人工完成销售、回访、通知、调研等客户服务工作,实际应用中较为成熟、稳定,客户。科大讯飞共建设超过百余个采用智能外呼技术的建设项目,涵盖政府、银行、保险、证券、电力、燃气、运营商、公用事业、物流、电商、汽车等 20多个行业,中大型客户市场占有率超过 80%,间接服务的用户规模逾 5 亿人。在海外市场中,目前已应用于香港、韩国等国家。
- Technical adaptability analysisThe AI intelligent outbound call technology can be seamlessly embedded in traditional call centers. Based on public telecoms network, it can reach a wide range of users and conduct zero contact services through interactive communication. It can be applied to outbound calls in various fields and help government organizations and enterprises cut costs while increasing efficiency.
- Technical stability analysisIt has been verified in practical engineering and application programs that the intelligent outbound call technology can run in a variety of operating systems and database environments, such as Redhat, centOS and domestic systems like LINX and NeoKylin. It also supports databases including Oracle, MySQL and the Chinese ones like DM, quickly adapting to different operating environments. Under the circumstance of standard configuration of server computing resources (32C/64G), the AI intelligent outbound call system passed the test to support up to 200 concurrent channels for stable operation over 7 * 24h. The average response time of the interface is 104ms, and the user-perceived response time is about 1s.
- Technical safety analysisThe AI intelligent outbound call technology is a software technology that will not pollute the environment. So far, the intelligent outbound call technology has provided end-to-end technical solutions, with telephone lines being the only outside resource needed. With its comprehensive software, hardware and solutions, iFLYTEK has achieved wide-spread application of the system in China. As of June 2020, the company had completed building more than 100 intelligent outbound call programs, covering more than 20 industries including government services, banking, insurance, securities, electricity, gas, telecoms operators, utilities, logistics, e-commerce, enterprises. Among the customers, more than 80% are medium to large enterprises. And the customers having received the automatic outbound calls exceed 500 million. The system has also been applied to regions and countries including Hong Kong and South Korea.
- 技术转移推广障碍当地基建条件差
- 知识产权转让科大讯飞拥有出口自主知识产权,AI智能外呼技术为纯软件技术,项目交付用的硬件主要为服务器及语音交换机,可国产化。