{"id":387687,"date":"2019-12-10T10:15:07","date_gmt":"2019-12-10T18:15:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hans\/%e9%87%87%e7%94%a8-conversation-ivr-%e5%b9%b6%e5%8f%97%e6%99%ba%e8%83%bd%e6%99%ba%e8%83%bd%e6%94%af%e6%8c%81%e7%9a%84%e5%88%9b%e6%96%b0%e5%91%bc%e5%8f%ab%e4%b8%ad%e5%bf%83\/"},"modified":"2019-12-10T10:15:07","modified_gmt":"2019-12-10T18:15:07","slug":"%e9%87%87%e7%94%a8-conversation-ivr-%e5%b9%b6%e5%8f%97%e6%99%ba%e8%83%bd%e6%99%ba%e8%83%bd%e6%94%af%e6%8c%81%e7%9a%84%e5%88%9b%e6%96%b0%e5%91%bc%e5%8f%ab%e4%b8%ad%e5%bf%83","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e9%87%87%e7%94%a8-conversation-ivr-%e5%b9%b6%e5%8f%97%e6%99%ba%e8%83%bd%e6%99%ba%e8%83%bd%e6%94%af%e6%8c%81%e7%9a%84%e5%88%9b%e6%96%b0%e5%91%bc%e5%8f%ab%e4%b8%ad%e5%bf%83\/","title":{"rendered":"\u91c7\u7528 Conversation IVR \u5e76\u53d7\u667a\u80fd\u667a\u80fd\u652f\u6301\u7684\u521b\u65b0\u547c\u53eb\u4e2d\u5fc3"},"content":{"rendered":"<p><span><br \/>\n  <strong>\u5904\u7406\u667a\u80fd\u8f6c\u6362\u547c\u53eb\u4e2d\u5fc3<\/strong> <\/span>  Contact Center \u4e1a\u52a1\u6b63\u5728\u7ecf\u5386\u4e00\u7cfb\u5217\u7531\u6280\u672f\u9769\u65b0\u3001\u793e\u4f1a\u57f9\u517b\u548c\u5927\u90e8\u5206\u516c\u53f8\u8bc4\u4f30\u7684\u65b0\u6d88\u8017\u6a21\u578b\u6240\u9a71\u4f7f\u7684\u91cd\u8981\u53d8\u5316\u3002<\/p>\n<p>\u4ece\u6280\u672f\u89d2\u5ea6\u6765\u8bf4\uff0cIntelligence Intelligence <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u7684\u52a0\u5165\u51e0\u4e4e\u4e0d\u7591\u5730\u5c06\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u8f6c\u53d8\u4e3a IngsIng Call Centers<\/a>\uff0c\u5c06 IT \u6210\u672c\u8f6c\u53d8\u4e3a\u4e1a\u52a1\u6218\u7565\u5de5\u5177\uff0c\u4ee5\u63d0\u9ad8\u5ba2\u6237\u4f53\u9a8c\uff0c\u8fbe\u5230\u66f4\u9ad8\u7684\u5ba2\u6237\u670d\u52a1\u7ea7\u522b\u548c\u8d28\u91cf\uff0c\u63d0\u9ad8\u4ee3\u7406\u7684\u751f\u4ea7\u529b\uff0c\u751a\u81f3\u5c06\u4f20\u7edf\u89d2\u8272\u6253\u5230\u65b0\u7684\u4f4d\u7f6e\uff1a \u5ba2\u6237\u987e\u95ee\u548c\u987e\u95ee\u3002<\/p>\n<p>\u5ba2\u6237\u7aef\u4e2d\u7684\u6570\u5b57\u793e\u4ea4\u5de5\u5177\u7684\u653e\u5927\u6b63\u5728\u63a8\u52a8\u5c06\u4f20\u7edf\u4ec5\u8bed\u97f3\u547c\u53eb\u4e2d\u5fc3\u5347\u7ea7\u4e3a\u73b0\u4ee3\u6570\u5b57\u5168\u901a\u9053\u8054\u7edc\u4e2d\u5fc3\uff0c\u8fd9\u80af\u5b9a\u4ee3\u8868\u8ba1\u5212\u63d2\u5165 Intelligence Intelligence \u7684\u5b8c\u7f8e\u65f6\u673a\u3002<\/p>\n<p>\u5ba2\u6237\u7684\u7b2c\u4e00\u4e2a\u8bf7\u6c42\u662f\u4f7f\u7528\u5176\u9009\u62e9\u6e20\u9053\u63d0\u4f9b\u5feb\u901f\u3001\u51c6\u786e\u7684\u54cd\u5e94\uff0c\u8fd9\u8f6c\u6362\u6210\u4e86\u51fa\u8272\u7684\u5ba2\u6237\u4f53\u9a8c\uff08<a href=\"https:\/\/getvoip.com\/blog\/2018\/05\/08\/state-of-ivr-2018\/\">\u53c2\u8003<\/a>\uff09\u3002<\/p>\n<ul>\n<li><strong>73%<\/strong> \u5e0c\u671b\u81ea\u5df1\u89e3\u51b3\u4ea7\u54c1\/\u670d\u52a1\u95ee\u9898\u3002<\/li>\n<li><strong>\u5982\u679c\u53ef\u7528\uff0c83%<\/strong> \u4f7f\u7528\u81ea\u52a9\u5f0f\u9009\u9879\u3002<\/li>\n<li><strong>\u4e00\u6b21\u9519\u8bef\u7684\u4f53\u9a8c\u540e\uff0c59%<\/strong> \u5c06\u4e0d\u4f1a\u8fd4\u56de\u3002<\/li>\n<\/ul>\n<p>\u4f20\u7edf\u7684 IVR \u65e0\u6cd5\u5e2e\u52a9\u5b9e\u73b0\u8fd9\u4e9b\u9ad8\u8d28\u91cf\u670d\u52a1\u6c34\u5e73\uff0c\u56e0\u4e3a\u5b83\u5b58\u5728\u591a\u79cd\u9650\u5236\uff0c\u4ece\u800c\u5bfc\u81f4\u7528\u6237\u4f53\u9a8c\u8f83\u5dee\uff08<a href=\"https:\/\/getvoip.com\/blog\/2018\/05\/08\/state-of-ivr-2018\/\">\u53c2\u8003<\/a>\uff09\u3002<\/p>\n<ul>\n<li><strong>53%<\/strong> \u4ecd\u4f7f\u7528\u53ea\u652f\u6301 DTMF \u7684 IIVR\uff08DTMF \u4ee3\u8868\u53cc\u97f3\u591a\u9891\uff0c\u53ef\u5b9a\u4e49\u4e3a\u6309\u7535\u8bdd\u952e\u65f6\u542c\u5230\u7684\u58f0\u97f3\u3002 \u2014 Chris Caile\uff0c\u7e43\u534a\u7d84\u7d84\u5ab5<\/li>\n<li><strong>\u5728\u4ea4\u4e92\u5f0f\u8bed\u97f3\u5e94\u7b54\u4f53\u9a8c\u8f83\u5dee\u4e4b\u540e\uff0c83%<\/strong> \u4f1a\u907f\u514d\u516c\u53f8\u53d1\u751f\u95ee\u9898 &#8211; Robin Gomez\uff0cData &#038;Analytics\uff0c<\/li>\n<li><strong>60%<\/strong> \u7684\u547c\u53eb\u8005\u7ed5\u8fc7 IVR \u6765\u4f7f\u7528\u8bed\u97f3\uff08\u56e0\u6b64\u6210\u672c\u8981\u9ad8 12 \u500d\uff09 &#8211; Evan Gale\u3001Solutions \u6267\u884c\u3001\u5ba2\u6237\u65c5\u7a0b\u89e3\u51b3\u65b9\u6848\u3001NICE<\/li>\n<li><strong>76%<\/strong> \u7684\u5ba2\u6237\u5bf9\u5ba2\u6237\u670d\u52a1\u7684\u4ef7\u503c\u8fdb\u884c\u4e86\u771f\u6b63\u6d4b\u8bd5 \u2014 Robin Gomez\uff0cData &#038;Analytics\uff0c<\/li>\n<\/ul>\n<h2><strong><br \/>\n  <span>\u6539\u8fdb\u7684\u81ea\u52a9\u5f0f\u89e3\u51b3\u65b9\u6848<\/span><br \/>\n<\/strong><\/h2>\n<p>\u4e3a\u4e86\u5728\u65e0\u9700\u6295\u5165\u5927\u91cf\u6210\u672c\u7684\u60c5\u51b5\u4e0b\u5b9e\u73b0\u5982\u6b64\u5b8f\u5927\u7684\u76ee\u6807\uff0cCisco Intelligence Call Centers \u7684\u4ee3\u7406\u6570\u91cf\u5df2\u589e\u5f3a\u4e86\u4ed6\u4eec\u901a\u8fc7 Intelligence Intelligence \u63d0\u4f9b\u81ea\u52a9\u670d\u52a1\u89e3\u51b3\u65b9\u6848\u7684\u80fd\u529b\u3002<a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-305388\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\" alt=\"\" width=\"662\" height=\"183\" \/><br \/>\n<\/a>\u6211\u4eec\u5bf9\u4e8e\u81ea\u52a9\u5f0f\u89e3\u51b3\u65b9\u6848\u7684\u7406\u60f3\u662f\u521b\u5efa\u6301\u7eed\u5b66\u4e60\u3001\u8f7b\u677e\u3001\u60c5\u666f\u548c\u5168\u6e20\u9053\u670d\u52a1\uff0c\u4ece\u800c\u4f18\u5316\u5ba2\u670d\u4eba\u5458\u8054\u7cfb\u3002 \u6211\u4eec\u6765\u770b\u4e00\u4e0b\u51e0\u4e2a\u4f7f\u7528\u6848\u4f8b\uff0c\u5728\u8fd9\u4e9b\u7528\u4f8b\u4e2d\uff0c\u8fd9\u4e9b\u589e\u5f3a\u53ef\u4ee5\u5e26\u6765\u4ee4\u4eba\u60ca\u53f9\u7684\u597d\u5904\u3002<\/p>\n<p>\u4f60\u4eec\u4e2d\u7684\u5f88\u591a\u4eba\u8ba4\u540c\u8fd9\u4e00\u4e8b\u5b9e\uff1a\u57fa\u4e8e\u4f20\u7edf\u83dc\u5355\u7684 IVR \u7ecf\u5e38\u5e26\u6765\u4ee4\u4eba\u5934\u75bc\u7684\u63d0\u793a\u97f3\u9009\u9879\uff0c\u8fd9\u4e9b\u58f0\u97f3\u9009\u9879\u6700\u7ec8\u9009\u62e9\u4e86 0 \u6216 9 \u4e0e\u63a5\u7ebf\u5458\u8bf4\u8bdd\u3002<\/p>\n<p>\u8fd9\u89e6\u53d1\u4e86\u9519\u8bef\u7684\u5ba2\u6237\u4f53\u9a8c\u548c\u547c\u53eb\u4e2d\u5fc3\u7684\u5f88\u9ad8\u7684\u6210\u672c\uff0c\u5b83\u662f\u9759\u6001\u7684\u548c\u65e0\u54cd\u5e94\u7684\uff0c\u4e0d\u4f1a\u5c06\u7528\u6237\u4f53\u9a8c\u8003\u8651\u5728\u5185\uff0c\u4f8b\u5982\u5bf9\u65b0\u7684\u4e3b\u53eb\u65b9\u6216\u56de\u547c\u8005\u91c7\u53d6\u4e0d\u540c\u7684\u65b9\u5f0f\u5904\u7406\uff0c\u5e76\u4e14\u65e0\u6cd5\u9002\u5e94\u547c\u53eb\u73af\u5883\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u8f6c\u53d8 IVR \u4f53\u9a8c\u7684\u6700\u65b0\u53d1\u5c55<\/strong><br \/>\n<\/span><\/h2>\n<p>\u8bed\u97f3\u6280\u672f\u548c\u81ea\u7136\u8bed\u8a00\u7406\u89e3\u7684\u6700\u65b0\u53d1\u5c55\u53ef\u80fd\u6539\u53d8 IVR \u4f53\u9a8c\uff0c\u5728\u5ba2\u6237\u4e0e\u547c\u53eb\u4e2d\u5fc3\u4ea4\u8c08\u7684\u4f1a\u8bdd IVR \u89e3\u51b3\u65b9\u6848\u4e0a\uff0c\u53ef\u80fd\u4f1a\u7ed5\u8fc7\u9759\u6001\u6811\u7ed3\u6784\u5e76\u76f4\u63a5\u8df3\u8f6c\u5230\u5176\u7ed3\u675f\u610f\u56fe\u3002<\/p>\n<p>IVR \u904d\u5386\u65f6\u95f4\u5927\u5e45\u964d\u4f4e\uff0c\u800c IVR \u811a\u672c\u4e2d\u53ef\u7528\u9009\u9879\u6570\u91cf\u8fd9\u4e00\u4f20\u7edf\u9650\u5236\u5df2\u4e0d\u590d\u5b58\u5728\uff0c\u73b0\u5728\u60a8\u53ef\u4ee5\u4e3a\u4e00\u79cd\u6dfb\u52a0\u6811\u5f62\u6811\u6dfb\u52a0\u6240\u9700\u7684\u9009\u9879\u3002<\/p>\n<p>\u6b64\u5916\uff0c\u5ba2\u6237\u7684\u58f0\u97f3\u4e0d\u6b62\u662f\u53e3\u5934\u7684\u3002 \u5b83\u627f\u8f7d\u4e86\u60c5\u611f\u4e0e\u4e30\u5bcc\u3001\u4e30\u5bcc\uff0c\u8fd9\u4e00\u5207\u5747\u53ef\u7528\u4e8e\u505a\u51fa\u667a\u80fd\u51b3\u7b56\uff0c\u4ece\u800c\u63d0\u4f9b\u66f4\u597d\u7684\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n<p>\u7531\u4e8e\u5ba2\u6237\u53ef\u4ee5\u66f4\u5feb\u5730\u89e3\u51b3\u95ee\u9898\u548c\u4f7f\u7528\u6700\u81ea\u7136\u7684\u6c9f\u901a\u5a92\u4ecb\uff0c\u56e0\u6b64\u5b83\u53ef\u6709\u6548\u5730\u63d0\u4f9b\u66f4\u4f73\u7684\u5ba2\u6237\u4f53\u9a8c\uff1a \u60a8\u81ea\u5df1\u7684\u8bed\u97f3\u3002<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/Menubased-IVR.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-305389\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/Menubased-IVR-768x321.png\" alt=\"\u6b64\u5916\uff0c\u5ba2\u6237\u7684\u58f0\u97f3\u4e0d\u6b62\u662f\u53e3\u5934\u7684\u3002 \u5b83\u627f\u8f7d\u4e86\u60c5\u611f\u4e0e\u4e30\u5bcc\u3001\u4e30\u5bcc\uff0c\u8fd9\u4e00\u5207\u5747\u53ef\u7528\u4e8e\u505a\u51fa\u667a\u80fd\u51b3\u7b56\uff0c\u4ece\u800c\u63d0\u4f9b\u66f4\u597d\u7684\u5ba2\u6237\u4f53\u9a8c\u3002 \u7531\u4e8e\u5ba2\u6237\u53ef\u4ee5\u66f4\u5feb\u5730\u89e3\u51b3\u95ee\u9898\u548c\u4f7f\u7528\u6700\u81ea\u7136\u7684\u6c9f\u901a\u5a92\u4ecb\uff0c\u56e0\u6b64\u5b83\u53ef\u6709\u6548\u5730\u63d0\u4f9b\u66f4\u4f73\u7684\u5ba2\u6237\u4f53\u9a8c\uff1a \u60a8\u81ea\u5df1\u7684\u8bed\u97f3\u3002\" width=\"768\" height=\"321\" \/><br \/>\n<\/a><\/p>\n<h2><strong><br \/>\n  <span>Cisco \u547c\u53eb\u4e2d\u5fc3\u589e\u5f3a\u529f\u80fd<\/span><br \/>\n<\/strong><\/h2>\n<p>Cisco \u5bf9 Call Center \u89e3\u51b3\u65b9\u6848\u7684\u4e00\u4e9b\u7ec4\u4ef6\u8fdb\u884c\u4e86\u67d0\u4e9b\u589e\u5f3a\u3002<\/p>\n<p>\u5728 Contact Center Enterprise<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\"> \u7684\u53d1\u884c\u7248 12.5 <\/a>\u4e2d\uff0c\u6211\u4eec\u589e\u5f3a\u4e86\u865a\u62df\u8bed\u97f3\u6d4f\u89c8\u5668 \uff08VVB\uff09 \u529f\u80fd\uff0c\u4ee5\u4f7f\u7528 GRPC \u901a\u8fc7 HTTP \u5c06\u97f3\u9891\u672c\u673a\u6d41\u5f0f\u4f20\u8f93\u81f3 Dialogflow\u3002<\/p>\n<p>\u6211\u4eec\u5f00\u53d1\u7684\u4f53\u7cfb\u7ed3\u6784\u5177\u6709\u7075\u6d3b\u6027\uff0c\u80fd\u591f\u6dfb\u52a0\u5176\u4ed6\u6280\u672f <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\">\u667a\u80fd\u4f9b\u5e94\u5546\u7684\u65b0\u9002\u914d\u5668\uff0c\u540c\u65f6\u6211\u4eec\u8fd8\u6709\u4e00\u4e2a\u89e3\u51b3\u65b9\u6848\u7ec4\u5408\uff0c\u9002\u7528\u4e8e Contact Center Express<\/a> \u548c\u4e4b\u524d\u7684\u8f6f\u4ef6\u7248\u672c\u3002<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/SelfService.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-305390\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/SelfService-768x357.png\" alt=\"\u91c7\u7528 Conversation IVR\uff08\u7531 Intelligence Intelligence \u63d0\u4f9b\u6280\u672f\uff09\u7684\u521b\u65b0\u6027\u547c\u53eb\u4e2d\u5fc3\" width=\"768\" height=\"357\" \/><br \/>\n<\/a><\/p>\n<p>\u968f\u7740\u5e94\u7528\u4e8e&#8221;\u81ea\u7136\u8bed\u8a00\u7406\u89e3&#8221;\u7684&#8221;\u667a\u80fd\u6280\u672f&#8221;\u7684\u4e0d\u65ad\u6539\u8fdb\uff0c\u5efa\u8bae\u7684\u4f53\u7cfb\u7ed3\u6784\u63d0\u4f9b\u4e86\u65e0\u9650\u53ef\u80fd\uff0c\u53ef\u5927\u5927\u6539\u5584\u4e0d\u540c\u89c4\u6a21\u3001\u6bcf\u4e00\u79cd\u7eb5\u5411\u7684\u4f01\u4e1a\u7684\u4e1a\u52a1\u6d41\u7a0b\u3002\uff0c\u5219\u5b58\u5728\u4e00\u4e2a\u9650\u5236&#8230;\u5c06\u6280\u672f\u5e94\u7528\u5230\u4e1a\u52a1\u9700\u6c42\u4e0a\u7684\u4eba\u7684\u521b\u9020\u529b\u3002<\/p>\n<h2><strong><br \/>\n  <span>\u4f7f\u7528\u6848\u4f8b\u00a0<\/span><br \/>\n<\/strong><\/h2>\n<p>Cisco Voice Portal \uff08CVP\uff09 \u8f6f\u4ef6\u53d1\u884c\u7248 12.5 <strong><\/strong> <strong>  <\/strong>\u63d0\u4f9b\u4e86\u4e00\u79cd\u57fa\u4e8e\u4e91\u7684\u6216\u5185\u5efa\u5bf9\u8bdd\u6846\u7ba1\u7406\uff0c\u8be5\u89e3\u51b3\u65b9\u6848\u53ef\u4ee5\u914d\u7f6e\u4e3a\u8def\u7531\u5bf9\u8bdd\u5a92\u4f53\uff0c\u5e76\u4fdd\u7559 Google Cloud \u4e0a\u7684\u5546\u52a1\u903b\u8f91\u548c\u610f\u56fe\u5904\u7406\uff0c\u6216\u8005\u4e5f\u53ef\u4ee5\u4fdd\u7559\u5bf9\u8bdd\u6846\u7ba1\u7406\u3001\u4e1a\u52a1\u903b\u8f91\u3001\u5185\u5efa\u610f\u56fe\u5904\u7406\uff0c \u4ece\u800c\u4fdd\u7559\u73b0\u6709\u7684\u7b2c\u4e09\u65b9\u96c6\u6210\uff0c\u5e76\u7ed3\u5408 Google \u8fdb\u884c\u9ad8\u7ea7\u8bed\u97f3\u8bc6\u522b\u3001\u81ea\u7136\u8bed\u8a00\u7406\u89e3\u53ca\u589e\u52a0\u8bed\u97f3\u7b49\u529f\u80fd\u3002<\/p>\n<p>\u4ee5\u4e0b\u4e3a\u4e00\u4e2a\u793a\u4f8b\uff0c\u9a8c\u8bc1\u6982\u5ff5\u662f\u4e00\u4e2a\u5728 Google DF \u4e2d\u8bbe\u8ba1\u7684\u7b80\u5355\u94f6\u884c\u81ea\u52a8\u5316 bot\uff0c\u8be5 bot \u53ef\u4e0e Cisco Call Studio \u4e2d\u5185\u88c5\u7684\u5bf9\u8bdd\u6846\u7ba1\u7406\u4ea4\u4e92\uff0c\u8be5 bot \u5728 12.5 \u8f6f\u4ef6\u4e2d\u4e86\u89e3\u589e\u5f3a\u529f\u80fd\u975e\u5e38\u6709\u7528\u3002<\/p>\n<p><strong>\u89c2\u770b\u89c6\u9891\uff1a\u00a0<\/strong><\/p>\n<p>https:\/\/youtu.be\/CzMYjnteHBM Call Studio \u4e2d\u4fdd\u6301\u5bf9\u8bdd\u6846\u7ba1\u7406\u65f6\uff0c\u89c6\u9891\u4e2d\u4f7f\u7528\u4e86\u6b64\u903b\u8f91\u4f53\u7cfb\u7ed3\u6784\u3002<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/08_02_03.jpg\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-305903 size-full\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/08_02_03.jpg\" alt=\"\u91c7\u7528 Conversation IVR \u5e76\u53d7\u667a\u80fd\u667a\u80fd\u652f\u6301\u7684\u521b\u65b0\u547c\u53eb\u4e2d\u5fc3\" width=\"640\" height=\"332\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u6700\u540e\uff0cCisco \u62e5\u6709\u4e00\u5957\u5185\u5efa\u3001\u6df7\u5408\u548c\u4e91\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\u7ec4\u5408\uff0c\u8be5\u7ec4\u5408\u6db5\u76d6\u4e86\u6b63\u5728\u8fc1\u79fb\u81f3\u4e91\u548c\u5bf9\u5185\u90e8\u90e8\u7f72\u3001\u6df7\u5408\u548c\u4e91\u89e3\u51b3\u65b9\u6848\u901a\u7528\u3001\u5f00\u653e\u3001\u7edf\u4e00\u4f53\u7cfb\u7ed3\u6784\u7684\u9700\u6c42\uff0c\u8fd9\u4e9b\u89e3\u51b3\u65b9\u6848\u80fd\u591f\u987a\u5229\u8fc7\u6e21\u5230\u73b0\u6709\u5ba2\u6237\u7fa4\u5927\u7fa4\uff0c\u540c\u65f6\u7ed9\u4e88\u4e00\u81f4\u7684\u9769\u65b0\uff0c\u589e\u52a0\u6570\u5b57\u901a\u9053\u548c\u667a\u80fd\u5316\u667a\u80fd\u3002<\/p>\n<blockquote><p><a href=\"https:\/\/www.ciscolive.com\/emea\/learn\/sessions\/content-catalog.html?search=%20PSOCOL-1317#\/\">\u5728 Cisco Live \u4e2d\u52a0\u5165\u6211\u7684\u8bfe\u7a0b<\/a><\/p><\/blockquote>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/cisco-live-barcelone.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-305729\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/cisco-live-barcelone.png\" alt=\"Contact Center \u4e1a\u52a1\u6b63\u5728\u7ecf\u5386\u4e00\u7cfb\u5217\u7531\u6280\u672f\u9769\u65b0\u3001\u793e\u4f1a\u63d0\u5347\u548c\u5927\u90e8\u5206\u516c\u53f8\u6b63\u5728\u8bc4\u4f30\u7684\u65b0\u6d88\u8017\u6a21\u5f0f\u6240\u63a8\u52a8\u7684\u4e00\u7cfb\u5217\u975e\u5e38\u91cd\u8981\u7684\u53d8\u5316\u3002 \u4ece\u6280\u672f\u89d2\u5ea6\u6765\u8bf4\uff0cIntelligence Intelligence \u7684\u52a0\u5165\u51e0\u4e4e\u4e0d\u7591\u5730\u5c06\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u8f6c\u53d8\u4e3a IngsIng Call Centers\uff0c\u5c06 IT \u6210\u672c\u8f6c\u53d8\u4e3a\u4e1a\u52a1\u6218\u7565\u5de5\u5177\uff0c\u4ee5\u63d0\u9ad8\u5ba2\u6237\u4f53\u9a8c\uff0c\u8fbe\u5230\u66f4\u9ad8\u7684\u5ba2\u6237\u670d\u52a1\u7ea7\u522b\u548c\u8d28\u91cf\uff0c\u63d0\u9ad8\u4ee3\u7406\u7684\u751f\u4ea7\u529b\uff0c\u751a\u81f3\u5c06\u4f20\u7edf\u89d2\u8272\u6253\u5230\u65b0\u7684\u4f4d\u7f6e\uff1a \u5ba2\u6237\u987e\u95ee\u548c\u987e\u95ee\u3002 \" width=\"433\" height=\"227\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<hr \/>\n<p><strong>\u5728 YouTube<\/strong>  \u4e0a\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\u89c6\u9891\uff1a <a href=\"https:\/\/youtu.be\/CzMYjnteHBM\">\u547c\u53eb\u4e2d\u5fc3\u4e2d\u7684 Cisco \u667a\u80fd\u667a\u80fd\uff1a \u804a\u5929\u7ffb\u8bd1\u534f\u52a9<\/a>  SalesConnect \u4e0a\u7684\u89c6\u9891\uff1a <a href=\"https:\/\/salesconnect.cisco.com\/#\/content-detail\/e8510d8b-4f2e-4e2e-bce9-c763819c3d4e\">\u547c\u53eb\u4e2d\u5fc3\u4e2d\u7684 Cisco \u667a\u80fd\u667a\u80fd\uff1a \u804a\u5929\u7ffb\u8bd1\u534f\u52a9<\/a>  Cisco \u535a\u5ba2\uff1a <a href=\"https:\/\/blogs.cisco.com\/developer\/hybrid-chat-challenge-winner\">\u9002\u7528\u4e8e Cisco \u65c5\u7a0b\u89e3\u51b3\u65b9\u6848\u7684\u6df7\u5408\u804a\u5929<\/a>  Cisco \u535a\u5ba2\uff1a <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-artificial-intelligence-journey-in-contact-centers\">Contact Centers<\/a>  \u4e2d\u7684\u6280\u672f\u667a\u80fd\u4f7f\u7528\u8fc7\u7a0bCisco \u535a\u5ba2\uff1a <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-and-google-future-of-work\">\u4e0e Cisco \u548c GoogleCisco \u535a\u5ba2\u5408\u4f5c<\/a>  \u7684\u672a\u6765\uff1a <a href=\"https:\/\/blogs.cisco.com\/developer\/web-mobile-on-prem-solution\">Web \u548c\u79fb\u52a8\u8bbe\u5907\u5185\u5efa\u89e3\u51b3\u65b9\u6848\u6700\u5927\u5316\u5ba2\u6237\u4f53\u9a8c<\/a>  Google\uff1a <a href=\"https:\/\/cloud.google.com\/blog\/products\/ai-machine-learning\/contact-center-ai-now-ga?utm_source=linkedin&#038;utm_medium=unpaidsocial&#038;utm_campaign=googlecloud-SAother-notrelevant&#038;utm_content=productlaunchandupdate&#038;linkId=77041571\">\u501f\u52a9\u73b0\u5728 GA \u7684 Contact Center AI \u63d0\u4f9b\u51fa\u8272\u7684\u5ba2\u6237\u4f53\u9a8c<\/a><\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u4e86\u89e3 Contact Center \u4e1a\u52a1\u5982\u4f55\u7ecf\u5386\u4e00\u7cfb\u5217\u7531\u6280\u672f\u9769\u65b0\u3001\u793e\u4f1a\u53d8\u5316\u548c\u65b0\u6d88\u8017\u6a21\u5f0f\u8bc4\u4f30\u6240\u9a71\u4f7f\u7684\u91cd\u8981\u53d8\u5316\u3002<\/p>\n","protected":false},"author":5447,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[7414,1578],"tags":[12602,8744,7422,12053,8396,4752,4703,8150,12603,1869,4819,1863,1864,1866],"class_list":["post-387687","post","type-post","status-publish","format-standard","hentry","category-7414","category-1578","tag-ai-","tag-ccaas-zh-hans","tag-cisco-","tag-contact-center-","tag-4752","tag-4703","tag-8150","tag-12603","tag-1869","tag-4819","tag-1863","tag--zh-hans","tag-1866"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u91c7\u7528 Conversation 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\u4e1a\u52a1\u5982\u4f55\u7ecf\u5386\u4e00\u7cfb\u5217\u7531\u6280\u672f\u9769\u65b0\u3001\u793e\u4f1a\u53d8\u5316\u548c\u65b0\u6d88\u8017\u6a21\u5f0f\u8bc4\u4f30\u6240\u9a71\u4f7f\u7684\u91cd\u8981\u53d8\u5316\u3002\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/zh-hans\/\u5ba2\u6237\u4f53\u9a8c\/\u91c7\u7528-conversation-ivr-\u5e76\u53d7\u667a\u80fd\u667a\u80fd\u652f\u6301\u7684\u521b\u65b0\u547c\u53eb\u4e2d\u5fc3\/\" \/>\n<meta property=\"og:site_name\" content=\"Welcome to the Video Conferencing Hub\" \/>\n<meta property=\"article:published_time\" content=\"2019-12-10T18:15:07+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\" \/>\n<meta name=\"author\" content=\"Massimiliano Caranzano\" \/>\n<meta name=\"twitter:label1\" content=\"\u4f5c\u8005\" \/>\n\t<meta name=\"twitter:data1\" content=\"Massimiliano Caranzano\" \/>\n<script type=\"application\/ld+json\" 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