{"id":387122,"date":"2020-04-27T06:14:11","date_gmt":"2020-04-27T13:14:11","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/%e4%bd%bf%e7%94%a8-intelligence-%e6%8f%90%e4%be%9b-cisco-contact-center-%e6%95%88%e7%8e%87\/"},"modified":"2020-04-27T06:14:11","modified_gmt":"2020-04-27T13:14:11","slug":"%e4%bd%bf%e7%94%a8-intelligence-%e6%8f%90%e4%be%9b-cisco-contact-center-%e6%95%88%e7%8e%87","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e4%bd%bf%e7%94%a8-intelligence-%e6%8f%90%e4%be%9b-cisco-contact-center-%e6%95%88%e7%8e%87\/","title":{"rendered":"\u4f7f\u7528 Intelligence \u63d0\u4f9b Cisco Contact Center \u6548\u7387"},"content":{"rendered":"<h2><span><br \/>\n  <strong>\u63d0\u9ad8\u8a71\u52d9\u4e2d\u5fc3\u7684\u6548\u7387\u00a0<\/strong><br \/>\n<\/span><\/h2>\n<p>\u5ba2\u6236\u9ad4\u9a57\u662f\u4efb\u4f55\u898f\u6a21\u3001\u4efb\u4f55\u5782\u76f4\u4f01\u696d\u9818\u5c0e\u8005\u7684\u512a\u5148\u9806\u5e8f\u3002 <strong><\/strong>\u73fe\u5728\uff0c\u5ba2\u6236\u5e0c\u671b\u7368\u7acb\uff0c\u4ed6\u5011\u60f3\u8981\u5b58\u53d6\u81ea\u52a9\u5f0f\u89e3\u6c7a\u65b9\u6848\uff0c\u4e0d\u60f3\u92b7\u552e\u7522\u54c1\uff0c\u4ed6\u5011\u611b\u8cfc\u8cb7\u89e3\u6c7a\u65b9\u6848\u4f86\u89e3\u6c7a\u5176\u554f\u984c\u548c\u9700\u6c42\uff0c\u56e0\u6b64\u63d0\u4f9b\u51fa\u8272\u7684\u5ba2\u6236\u9ad4\u9a57\u7684\u95dc\u9375\u5728\u65bc\u5feb\u901f\u89e3\u6c7a\u5ba2\u6236\u7684\u554f\u984c \u2013 \u7406\u60f3\u7684\u7b2c\u4e00\u500b\u806f\u7d61\u4eba\uff0c\u751a\u81f3\u53ef\u4ee5\u900f\u904e\u81ea\u52a9\u5f0f\u670d\u52d9\u505a\u5f97\u66f4\u597d\u3002<\/p>\n<p><strong> <\/strong>\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684 Intelligence \u5be6\u65bd\u662f\u6539\u9032\u7b2c\u4e00\u500b\u806f\u7d61\u4eba\u89e3\u6790 \uff08FSR\uff09 <strong> <\/strong>\u7684\u4e3b\u8981\u65b9\u5f0f\uff0c\u4e26\u4e14\u63a8\u52d5\u5ba2\u6236\u9ad4\u9a57\u548c\u4fdd\u7559\u5230\u4e00\u4e9b\u5206\u6790\u8005\u9810\u6e2c\u5230\uff0c\u8a2d\u8a08\u597d\u7684\u6a5f\u5668\u4eba\u53ef\u4ee5\u89e3\u6c7a\u5927\u91cf\u5ba2\u6236\u4e92\u52d5\u7684\u554f\u984c\u3002<\/p>\n<p><a href=\"HTTPs:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/993a390f-customerexperienceandretention.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-320774 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/993a390f-customerexperienceandretention.png\" alt=\"\u5ba2\u6236\u9ad4\u9a57 \" width=\"731\" height=\"312\" \/><br \/>\n<\/a><\/p>\n<h2><span><br \/>\n  <strong>Cisco \u806f\u7d61\u4e2d\u5fc3\u7684\u672a\u4f86<\/strong><br \/>\n<\/span><\/h2>\n<p>\u96d6\u7136\u6211\u5341\u5206\u78ba\u4fe1\u6a5f\u5668\u4eba\u5728\u5c07\u4f86\u5c07\u8b8a\u5f97\u66f4\u52a0\u5f37\u5927\uff0c\u4f46\u57fa\u65bc\u6211\u73fe\u5834\u9ad4\u9a57\u7684\u6211\u7684\u6539\u9032\u5efa\u8b70\u5c07\u7565\u6709\u4e0d\u540c\uff0c\u4ee5\u53ca\u6211\u70ba\u4ec0\u9ebc\u8aaa\u9019\u662f\u4e00\u500b\u96e3\u4ee5\u7f6e\u4fe1\u7684\u696d\u52d9\u6848\u4f8b\uff08\u7531\u63d0\u4f9b\u5728\u4e00\u500b Web business Contact Centers \u4e2d\uff09\u3002<\/p>\n<p>\u8b93\u6211\u5011\u4e00\u8d77\u6aa2\u67e5\u4e00\u4e9b\u865f\u78bc\u3002 \u5373\u4f7f\u5047\u8a2d\u4ee3\u7406\u7684\u6bcf\u6708\u6210\u672c\u70ba 1000 \u7f8e\u5143\uff0c\u512a\u5316\u50c5 10% \u7684 Contact Center \u6548\u7387\u5c07\u70ba\u5ba2\u6236\u5e36\u4f86\u5de8\u5927\u7684\u6536\u76ca\uff0c\u5c0d\u65bc\u66f4\u5927\u7684 Contact Center \u4f86\u8aaa\u751a\u81f3\u66f4\u591a\u3002<\/p>\n<p><a href=\"HTTPs:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/d31b4678-agentmonthlytco.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-320776\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/d31b4678-agentmonthlytco.png\" alt=\"AgentMonthlyTCO\uff1aAIOptimization\" width=\"874\" height=\"320\" \/><br \/>\n<\/a><\/p>\n<h2><span><br \/>\n  <strong>\u667a\u6167\u578b\u6a5f\u5668\u4eba<\/strong><br \/>\n<\/span><\/h2>\n<p>\u4f46\u662f\uff0c10% \u7684\u512a\u5316\u610f\u5473\u8457\u4ec0\u9ebc\uff1f<\/p>\n<p>\u9019\u901a\u5e38\u8868\u793a\uff0c\u4e00\u500b Intelligence BOT \u80fd\u5920\u5f9e\u982d\u5230\u5c3e\u6210\u529f\u8655\u7406 10% \u7684\u4f86\u96fb\/\u804a\u5929\uff0c\u800c\u7121\u9700\u5438\u5f15\u5ba2\u670d\u4eba\u54e1\uff0c\u56e0\u6b64\u53ef\u6539\u5584 Contact Center \u7684\u53ef\u64f4\u5145\u6027\uff0c\u6216\u8b93\u4ee3\u7406\u56de\u6642\u9593\u8655\u7406\u6700\u8907\u96dc\u7684\u554f\u984c\u3002 \u6b64\u65b9\u6cd5\u9700\u8981\u5efa\u7acb\u6a5f\u5668\u4eba\uff0c\u4ee5\u4fbf\u8207\u5ba2\u6236\u6210\u529f\u7ba1\u7406\u6574\u500b\u5c0d\u8a71\uff0c\u56e0\u6b64\u53ef\u80fd\u975e\u5e38\u8907\u96dc\uff0c\u56e0\u6b64\u6211\u5efa\u8b70\u7684\u7b2c\u4e00\u7a2e\u8655\u7406 Intelligence \u7684\u65b9\u6cd5\u5247\u4e0d\u540c\u3002<\/p>\n<p>\u5728\u5927\u90e8\u5206\u60c5\u6cc1\u4e0b\uff0c\u7b2c\u4e00\u90e8\u5206\uff0c\u5047\u8a2d\u81f3\u5c11\u6709 10%-20% \u7684\u6642\u9593\u7528\u65bc\u547c\u53eb Contact Center\uff0c\u662f\u6709\u95dc\u8cc7\u6599\u6536\u96c6\u3001\u540d\u7a31\u3001\u547c\u53eb\u539f\u56e0\u3001\u670d\u52d9 ID \u7b49\u3002\u9019\u662f\u4e00\u500b\u9ad8\u5ea6\u91cd\u8907\u3001\u7d44\u7e54\u6027\u975e\u5e38\u6709\u5e8f\u7684\u5c0d\u8a71\uff0c\u56e0\u6b64\u4f7f\u7528\u7c21\u55ae\u6a5f\u5668\u4eba\u76f4\u63a5\u7528\u4f86\u6536\u96c6\u8cc7\u6599\u66f4\u5bb9\u6613\u3002<\/p>\n<p><a href=\"HTTPs:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/94a7a2bf-botcollectingdata.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-320778\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/94a7a2bf-botcollectingdata.png\" alt=\"\u6a5f\u5668\u4eba\u6536\u96c6\u8cc7\u6599\" width=\"849\" height=\"204\" \/><br \/>\n<\/a><\/p>\n<p>\u4e00\u65e6\u6536\u96c6\u6240\u6709\u5fc5\u8981\u7684\u8f38\u5165\u4ee5\u7bc0\u7701 10-20% \u7684\u4ee3\u7406\u6642\u9593\uff0c\u6a5f\u5668\u4eba\u53ef\u4ee5\u5c07\u901a\u8a71\u6700\u8907\u96dc\u7684\u90e8\u5206\u50b3\u905e\u7d66\u50b3\u905e\u90a3\u4e9b\u8cc7\u6599\u53ca CONTEXT \u7684\u4ee3\u7406\uff0c\u4ee5\u4fbf\u4ee3\u7406\u53ef\u4ee5\u5728\u90a3\u88e1\u524d\u9032\u3002<\/p>\n<p><span><br \/>\n  <strong><\/strong> <\/span>  \u8207 Intelligence \u4e00\u8d77\u4f7f\u7528\u6848\u4f8b\u548c\u89e3\u6c7a\u65b9\u6848 \u8207 Intelligence \u4e00\u8d77\uff0c\u5728\u4e0b\u9762\u7684\u8996\u7a97\u4e2d\uff0c\u6211\u5011\u63d0\u4f9b Cisco Contact Center Enterprise \u89e3\u6c7a\u65b9\u6848\u5229\u7528 Google Intelligence DialogFlow \u5e73\u81fa\u7372\u5f97\u696d\u52d9\u6548\u7387\u7684\u92b7\u552e\u548c\u6280\u8853\u9ad4\u9a57\u7bc4\u4f8b\u3002<\/p>\n<p>\u6211\u5011\u6db5\u84cb\u92b7\u552e\u53ca\u6280\u8853\u554f\u984c\uff0c\u9023\u63a5\u9ede\uff0c\u8aac\u660e\u5ba2\u6236\u7d93\u7406\u767c\u73fe\u6a5f\u6703\uff0c\u4ee5\u53ca\u5de5\u7a0b\u5e2b\u8a2d\u8a08\u89e3\u6c7a\u65b9\u6848\u3002<\/p>\n<p>\u524d\u534a\u90e8\u5206\u95dc\u65bc\u4f7f\u7528\u6848\u4f8b\u4ee5\u53ca\u7d50\u5408\u5169\u500b\u4e16\u754c\u6700\u4f73\u89e3\u6c7a\u65b9\u6848\u6240\u63d0\u4f9b\u89e3\u6c7a\u65b9\u6848\u7684\u96e3\u4ee5\u7f6e\u4fe1\u7684\u696d\u52d9\u50f9\u503c\uff0c\u800c\u7b2c\u4e8c\u90e8\u5206\u6211\u5011\u5c07\u8a0e\u8ad6\u89e3\u6c7a\u65b9\u6848\u7684\u6280\u8853\u8a73\u7d30\u8cc7\u6599\u3002<\/p>\n<p><strong><br \/>\n  <u>\u8996\u97f3\u8a0a\u8b70\u7a0b<\/u><br \/>\n<\/strong><\/p>\n<ul>\n<li>\u70ba\u4ec0\u9ebc\u5728\u806f\u7d61\u4e2d\u5fc3 <strong>\u4e2d<\/strong> \uff0c&#8221;\u667a\u6167&#8221;\u5982\u6b64\u5f15\u4eba\u6ce8\u76ee\u7684\u529f\u80fd<\/li>\n<li>\u5229\u7528 <strong>AI \u964d\u4f4e <\/strong>\u4ee3\u7406\u5e73\u5747\u901a\u8a71\u6642\u9593\uff0c\u63d0\u9ad8\u6548\u7387<\/li>\n<li><strong>\u9810\u7d04\u670d\u52d9 <\/strong>\u81ea\u52d5\u5316\u7bc4\u4f8b\uff1a\n<ul>\n<li>DialogFlow<\/li>\n<li>CCE \u7d44\u914d\u7f6e<\/li>\n<li>CVP \u8207 Finesse \u81ea\u8a02<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>\u89c0\u770b\u8996\u8a0a\uff1a<\/strong><\/p>\n<p>HTTPs:\/\/youtu.be\/vi5_Q03D_IA \u5982\u679c\u60a8\u6709\u4efb\u4f55\u7591\u554f\uff0c\u8acb\u901a\u904e\uff1a<\/p>\n<p><a href=\"mailto:mcaranza@cisco.com\"><\/a>  <a href=\"mailto:mpirrone@cisco.com\">mcaranza@cisco.com mpirrone@cisco.com<\/a><\/p>\n<blockquote><p><a href=\"HTTPs:\/\/www.ciscolive.com\/global\/on-demand-library.html?zid=europe&#038;search.technology=scpsTechnology_collaboration&#038;search.event=ciscoliveemea2020#\/session\/1561990601754001ZFcJ\">\u8acb\u53c3\u95b1\u4e00\u4e9b\u4f7f\u7528 Cisco Contact Center \u89e3\u6c7a\u65b9\u6848\u4e4b AI \u7684\u5be6\u7528\u7bc4\u4f8b\u548c\u5373\u6642\u6f14\u793a\uff08Cisco Live\u3001Video \u548c pdf \u63d0\u4f9b\u8ab2\u7a0b\uff09<\/a><\/p><\/blockquote>\n<p><strong>\u64b0\u6587\u4f5c\u8005\uff1a \u5728\u8a08\u7b97\u7814\u7a76\u4e4b\u5f8c<\/strong>  <a href=\"HTTPs:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/1763a98c-marco-pirrone.jpg\">   <img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-320781\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/04\/1763a98c-marco-pirrone.jpg\" alt=\"\u4e9e\u5947\u7c73\u7279\u8afe\u723e\" width=\"150\" height=\"233\" \/> <\/a>  \uff0c\u5728 ScaDA \u4e0a\u82b1\u8cbb 8 \u5e74\u6642\u9593\u9032\u884c SCADA \u5de5\u696d\u7814\u7a76\uff0c\u70ba\u5373\u6642\u61c9\u7528\u7a0b\u5f0f\u548c\u96fb\u8166\u5716\u5f62\u958b\u767c\u5275\u65b0\u8edf\u9ad4\u3002<br \/>\n\u7136\u5f8c\uff0c\u4ed6\u5229\u7528\u8edf\u9ad4\u80cc\u666f\u9032\u5165 telco \u884c\u696d\u4ee5\u958b\u767c\u806f\u7d61\u4e2d\u5fc3\u61c9\u7528\u7a0b\u5f0f\u3002<br \/>\n\u4f5c\u70ba\u4e16\u754c\u9818\u5148\u6280\u8853\u5c08\u5bb6\uff0c20 \u4f86\u4f86\uff0c\u4f5c\u70ba\u4e00\u4f4d\u9818\u5148\u7684\u6280\u8853\u5c08\u5bb6\uff0c\u70ba Cisco \u5728\u5ba2\u6236\u9ad4\u9a57\u7684\u6301\u7e8c\u5275\u65b0\u4e2d\u8ca2\u737b\u4e86\u5fc3\u529b\u8207\u6280\u80fd\u3002<br \/>\n\u6240\u6709\u5b63\u7bc0\u90fd\u5145\u6eff\u5c0d\u88dd\u98fe\u548c\u97f3\u6a02\u7684\u9177\u611b\uff0c\u6709\u4e00\u5b9a\u7684\u5ef6\u9072\u8655\u7406\u652f\u63f4\u3002<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<hr \/>\n<p><strong>\u66f4\u591a\u8cc7\u8a0a YouTube<\/strong>  \u4e0a\u7684Video\uff1a <a href=\"HTTPs:\/\/www.youtube.com\/watch?v=kSeaDUxIOSI\">\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684 Cisco Intelligence\uff1a \u804a\u5929\u7ffb\u8b6f\u5354\u52a9<\/a>  SalesConnect \u4e0a\u7684Video\uff1a <a href=\"HTTPs:\/\/salesconnect.cisco.com\/#\/content-detail\/e8510d8b-4f2e-4e2e-bce9-c763819c3d4e\">\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684 Cisco Intelligence\uff1a \u804a\u5929\u7ffb\u8b6f\u5354\u52a9<\/a>  YouTube \u4e0a\u7684Video\uff1a <a href=\"HTTPs:\/\/youtu.be\/lNKWEG5WSDM\">\u63d0\u4f9b\u82f1\u6587\u806f\u7d61\u4e2d\u5fc3\u8a9e\u97f3\u8f49\u8b6f\u8f49\u8b6f<\/a>  Cisco \u90e8\u843d\u683c\uff1a <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/innovative-call-centers-with-conversation-ivr-powered-by-artificial-intelligence\">\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684 Cisco Intelligence\uff1a \u5c0d\u8a71 IVR<\/a><\/p>\n<hr \/>\n<p><strong>\u77ad\u89e3\u66f4\u591aCloud<\/strong>  <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/solutions\/cisco-on-cisco\/consolidated-contact-center.html\">\u548c Analytics \u5c07\u6210\u70ba 2020<\/a>  <a href=\"HTTPs:\/\/www.wwt.com\/article\/contact-center-enable-agents-with-access-from-home\">\u500b\u53ef\u5b58\u53d6\u7684\u4ee3\u7406\u7684\u806f\u7d61\u4e2d\u5fc3\u7126\u9ede<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684 Intelligence \u5be6\u65bd\u662f\u6539\u9032\u7b2c\u4e00\u500b\u806f\u7d61\u4eba\u89e3\u6790 \uff08FSR\uff09 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