客戶意見反應與分析

Azure

對於許多公司而言,客戶支援成本高昂且效率不佳。For many companies, customer support is costly and inefficient. 知識挖掘可協助客戶支援小組快速找出適合客戶查詢或大規模評估客戶情感的正確答案。Knowledge mining can help customer support teams quickly find the right answer for a customer inquiry or assess customer sentiment at scale.

每一家公司都想要增強客戶體驗。Every company is looking to enhance the customer experience. 知識挖掘可匯總及分析資料,以探索客戶所說出的趨勢,並使用該資訊來改善產品和服務Knowledge mining can aggregate and analyze data to discover trends about what customers are saying and use that information to improve products and services

架構圖

資料流程Data Flow

有三個步驟:內嵌、擴充和探索。There are three steps: Ingest, Enrich and Exploration.

首先,非結構化和結構化資料會內嵌,然後使用 AI 擴充這項資料,並透過搜尋、現有的商務應用程式或分析解決方案,找出並探索新的結構化資料。First, the unstructured and structured data is ingested then enrichment of this data with AI to extract information and find and finally explore the newly structured data via search, existing business applications or analytics solutions.

  1. 使用者可以內嵌不同類型的內容,例如客戶支援票證、聊天記錄、通話轉譯、客戶電子郵件、客戶付款記錄、產品評論、社交媒體摘要、線上批註、意見反應表單和問卷調查The user can ingest different types of content like customer support tickets, chat logs, call transcriptions, customer emails, customer payment history, product reviews, social media feeds, online comments, feedback forms, and surveys
  2. 此內容是使用 keyphrase 的解壓縮、情感分析、語言翻譯、bot 服務、自訂模型來擴充,以專注于特定產品或公司原則This content is enriched by using keyphrase extraction, sentiment analysis, language translation, bot services, custom models to focus on specific products or company policies
  3. 最後,使用者在知識存放區中編譯擴充的檔,並將它們投射到表格式或物件存放區,然後在分析儀表板中呈現趨勢,例如經常性問題、熱門產品,或將搜尋索引整合至客戶服務支援應用程式And finally, the user compile enriched documents in the knowledge store and project them into tabular or object stores, then surface trends in an analytics dashboard, such as frequent issues, popular products or integrate the search index in to customer service support application

元件Components

用來執行技術內容審查和研究工具的主要技術Key technologies used to implement tools for technical content review and research

後續步驟Next steps

使用 知識挖掘解決方案加速器 ,建立具有 Azure 認知搜尋的初始知識挖掘原型。Using the knowledge mining solution accelerator to build an initial knowledge mining prototype with Azure Cognitive Search.

使用 Microsoft 的自訂 WEB API建立自訂技能Building custom skills with Microsoft's Custom Web API