{"id":388317,"date":"2020-01-30T05:45:04","date_gmt":"2020-01-30T13:45:04","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/webex-%e9%ab%94%e9%a9%97%e7%ae%a1%e7%90%86%e4%bb%8b%e7%b4%b9%ef%bc%9a-ai-%e6%94%af%e6%8f%b4%e5%85%a8%e7%a8%8b%e9%ab%94%e9%a9%97%e5%88%86%e6%9e%90%e8%bd%89%e6%8f%9b%e5%ae%a2%e6%88%b6%e5%92%8c%e5%ae%a2\/"},"modified":"2020-01-30T05:45:04","modified_gmt":"2020-01-30T13:45:04","slug":"webex-%e9%ab%94%e9%a9%97%e7%ae%a1%e7%90%86%e4%bb%8b%e7%b4%b9%ef%bc%9a-ai-%e6%94%af%e6%8f%b4%e5%85%a8%e7%a8%8b%e9%ab%94%e9%a9%97%e5%88%86%e6%9e%90%e8%bd%89%e6%8f%9b%e5%ae%a2%e6%88%b6%e5%92%8c%e5%ae%a2","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/webex-%e9%ab%94%e9%a9%97%e7%ae%a1%e7%90%86%e4%bb%8b%e7%b4%b9%ef%bc%9a-ai-%e6%94%af%e6%8f%b4%e5%85%a8%e7%a8%8b%e9%ab%94%e9%a9%97%e5%88%86%e6%9e%90%e8%bd%89%e6%8f%9b%e5%ae%a2%e6%88%b6%e5%92%8c%e5%ae%a2\/","title":{"rendered":"Webex \u9ad4\u9a57\u7ba1\u7406\u4ecb\u7d39\uff1a AI \u652f\u63f4\u5168\u7a0b\u9ad4\u9a57\u5206\u6790\u8f49\u63db\u5ba2\u6236\u548c\u5ba2\u670d\u9ad4\u9a57"},"content":{"rendered":"<p>\u60f3\u50cf\u4e00\u4e0b\uff0c\u60a8\u5617\u8a66\u8207\u4e00\u500b\u4e0d\u4e86\u89e3\u7684\u4eba\u5efa\u7acb\u66f4\u6df1\u7684\u95dc\u4fc2\u3002 \u4ed6\u5011\u7684\u559c\u597d\u3001\u4ed6\u5011\u7684\u559c\u597d\u4ee5\u53ca\u904e\u53bb\u7684\u9ad4\u9a57\u3002 \u5982\u679c\u6c92\u6709\u53ef\u80fd\uff0c\u9019\u4e00\u9ede\u5c07\u5145\u6eff\u6311\u6230\u3002 \u7136\u800c\uff0c\u9019\u662f\u60a8\u4e00\u7dda\u54e1\u5de5\u6bcf\u5929\u5617\u8a66\u8207\u5ba2\u6236\u5efa\u7acb\u95dc\u4fc2\u6642\u4e00\u6a23\u3002<\/p>\n<p>\u6bcf\u500b\u4eba\u90fd\u5728\u8a0e\u8ad6\u6539\u9032\u5ba2\u6236\u9ad4\u9a57 \uff08\uff09\u3002 \u4f46\u9019\u610f\u5473\u8457\u4ec0\u9ebc\uff1f \u9019\u610f\u5473\u8457\u8981\u5c65\u884c\u60a8\u5c0d\u5ba2\u6236\u505a\u51fa\u7684\u627f\u8afe\u3002 \u9019\u8868\u793a\u77ad\u89e3\u5ba2\u6236\u9810\u671f\u8207\u5be6\u969b\u7372\u5f97\u5c08\u6848\u4e4b\u9593\u7684\u5dee\u7570\u3002 \u9019\u610f\u5473\u8457\u77ad\u89e3\u4ed6\u5011\u3001\u77ad\u89e3\u4ed6\u5011\u7684\u9700\u6c42\uff0c\u4e26\u4ee4\u4ed6\u5011\u6b23\u559c\u4e8e\u5fc3\u3002<\/p>\n<h2><span><br \/>\n  <strong>Webex \u9ad4\u9a57\u7ba1\u7406\uff08\u4e4b\u524d\u5373 CloudCherry\uff09\u7684\u4ecb\u7d39<\/strong><br \/>\n<\/span><\/h2>\n<p>\u53bb\u5e74\u79cb\u5b63 <a href=\"HTTPs:\/\/www.cisco.com\/go\/cc\">\uff0cCisco<\/a> \u5b8c\u6210\u5c0d CloudCherry \u7684\u6536\u8cfc\uff0cCloudCherry \u662f\u6211\u5728 2014 \u5e74\u5171\u540c\u5efa\u7acb\u4e86\u516c\u53f8\u3002 \u73fe\u5728\uff0c\u6211\u9686\u91cd\u63a8\u51fa Webex Experience Management \u4f5c\u70ba Cisco \u7684\u7b2c\u4e00\u500b\u5ba2\u6236\u9ad4\u9a57\u7ba1\u7406 \uff08CEM\uff09 \u89e3\u6c7a\u65b9\u6848\u3002<\/p>\n<p><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Webex Experience Management<\/a> \u662f\u4e00\u7a2e\u65b0\u4e00\u4ee3\u7684\u4ee5 AI \u70ba\u52d5\u529b\u7684\u96f2\u7aef CEM \u89e3\u6c7a\u65b9\u6848\uff0c\u53ef\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\uff0c\u5176\u65b9\u5f0f\u5305\u62ec\u5728\u6574\u500b\u5ba2\u6236\u9ad4\u9a57\u4e2d\u70ba\u516c\u53f8\u63d0\u4f9b\u66f4\u5927\u7684\u898b\u89e3\u3001\u8de8\u7d44\u7e54\u6240\u6709\u63a5\u89f8\u9ede\u5c0d\u9ad4\u9a57\u9032\u884c\u5c0d\u83ef\u3001\u5408\u4f75\u4e00\u5ea6\u88ab\u5b64\u7acb\u7684\u8cc7\u6599\uff0c\u4ee5\u53ca\u4f7f\u7528\u9810\u6e2c\u5206\u6790\u505a\u51fa\u660e\u667a\u7684\u6c7a\u5b9a\uff0c\u77ad\u89e3\u5982\u4f55\u4e3b\u52d5\u6539\u5584\u90a3\u4e9b\u9ad4\u9a57\uff0c\u5f9e\u800c\u7522\u751f\u7a4d\u6975\u7684\u696d\u52d9\u6210\u679c\u3002<\/p>\n<p>\u66f4\u4ee4\u4eba\u8208\u596e\u7684\u662f\uff0c\u6211\u5011\u5c07\u76f4\u63a5\u5728\u5ba2\u670d\u4e2d\u5fc3\u684c\u9762\u552f\u4e00\u5167\u5d4c\u9019\u4e9b\u529f\u80fd\uff0c\u5373\u6642\u70ba\u4ee3\u7406\u548c\u76e3\u7763\u54e1\u63d0\u4f9b\u5ba2\u6236\u60c5\u7dd2\u8cc7\u6599\uff0c\u70ba\u5ba2\u6236\u63d0\u4f9b\u4e00\u500b\u5168\u57df\u7684\u756b\u9762\u4f86\u77ad\u89e3\u5ba2\u6236\u7684\u611f\u53d7\u548c\u5de5\u4f5c\u60c5\u6cc1\u3002 \u9019\u6709\u52a9\u65bc\u4ee3\u7406\u771f\u6b63\u500b\u4eba\u5316\u5176\u8207\u5ba2\u6236\u4e4b\u9593\u7684\u53c3\u8207\u5ea6\uff0c\u4e26\u4e14\u8aac\u660e\u7ba1\u7406\u9810\u6e2c\u7d44\u7e54\u8b8a\u66f4\/\u6539\u9032\uff08\u4f8b\u5982\u5c0d\u54e1\u5de5\u670d\u52d9\uff09\u5c0d\u5ba2\u6236\u9ad4\u9a57\uff08NPS\/CSAT\/CES\uff09\u53ca\u696d\u52d9\uff08\u6536\u76ca\uff09\u7684\u5f71\u97ff\u3002 \u9019\u53ea\u662f\u6211\u5011\u8aac\u660e\u7d44\u7e54\u52d5\u614b\u5730\u5229\u7528\u5373\u6642\u5ba2\u6236\u60c5\u7dd2\u4f86\u9054\u6210\u66f4\u5927\u95dc\u7cfb\u3001\u66f4\u9ad8\u5206\u5206\u3001\u6539\u5584\u8ca1\u52d9\u6210\u679c\u7684\u958b\u59cb\u3002<\/p>\n<p>\u8b6c\u5982\uff0c\u60a8\u53ef\u80fd\u80fd\u5920\u5f9e\u5ba2\u6236\u7684\u63a8\u6587\u67e5\u770b\u4ed6\u5011\u6b63\u7d93\u6b77\u4e00\u500b\u53ef\u6e1b\u8f15\u58d3\u529b\u7684\u72c0\u6cc1\u3002 \u4ed6\u5011\u4e0a\u6b21\u7684\u804a\u5929\u4e92\u52d5\u986f\u793a\u4ed6\u5011\u5728\u904e\u53bb\u88ab\u975e\u500b\u4eba\u652f\u63f4\u6240\u611f\u5230\u7070\u5fc3\u3002 \u6709\u4e86\u6b64\u8cc7\u8a0a\u7684\u4e3b\u52d5\u914d\u5099\uff0c\u60a8\u7372\u5f97\u7372\u5f97\u4fdd\u6301\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u6240\u9700\u7684\u6700\u4f73\u5354\u52a9\u7684\u80fd\u529b\u66f4\u52a0\u589e\u5f37\u3002<\/p>\n<p>[ovp]6124458299001[\/ovp]<\/p>\n<h2><span><br \/>\n  <strong>\u89e3\u6c7a\u65b9\u6848\u4eae\u9ede<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong><\/strong> <strong><\/strong> \u5ba2\u6236\u5168\u7a0b\u9ad4\u9a57\u7ba1\u7406 &#8211; \u5728\u6574\u500b\u884c\u7a0b\u4e2d\u8de8 17 \u500b\u4e0d\u540c\u901a\u9053\uff08\u4f8b\u5982\u96fb\u5b50\u90f5\u4ef6\u3001\u804a\u5929\u3001\u7db2\u8def\uff09\u8046\u807d\u60a8\u7684\u5ba2\u6236\uff0c\u516c\u958b\u548c\u8a55\u4f30\u6539\u9032\u9818\u57df\u4ee5\u63d0\u5347\u5fe0\u8aa0\u5ea6\uff0c\u4ee5\u53ca\u5229\u7528 Cisco Contact Center \u95dc\u9589\u8ff4\u5708\u3002<\/li>\n<li><strong>\u610f\u898b <\/strong>\u56de\u994b &#8211; \u5efa\u7acb\u4e26\u81ea\u8a02\u5404\u7a2e\u300c\u8046\u807d\u8cbc\u6587\u300d\uff0c\u4ee5\u5c0b\u627e\u610f\u898b\u548c\u610f\u898b\u56de\u994b\uff08\u4f8b\u5982\u901a\u8a71\u5f8c IVR\/\u96fb\u5b50\u90f5\u4ef6\u53ca\u7db2\u8def\u6514\u622a\u8abf\u67e5\u4ee5\u6536\u96c6\u5ba2\u6236\u8cc7\u6599\uff09\u3002<\/li>\n<li><strong>\u6df1\u5165\u5206\u6790<\/strong> &#8211; \u884d\u751f\u904b\u71df\u3001\u4ea4\u6613\u53ca\u9ad4\u9a57\u9a45\u52d5\u7a0b\u5f0f\uff08\u4f8b\u5982 NPS\u3001CSAT \u548c\u6536\u76ca\uff09\u4e4b\u9593\u7684\u95dc\u4fc2\uff0c\u4e26\u4f7f\u7528\u9810\u6e2c\u5206\u6790\u4f86\u6a21\u578b KPI \u548c\u7b56\u7565\u6c7a\u7b56\u5c0d\u8ca1\u52d9\u7684\u5f71\u97ff\u3002<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>\u4e3b\u8981\u529f\u80fd<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong>\u6a4b\u63a5\u7b52\uff0c\u4e26\u4f7f\u7528\u60a8\u5177\u6709\u7684\u8cc7\u6599<\/strong>\uff1a \u5c07\u6574\u500b\u7d44\u7e54\u4e0d\u540c\u4f4d\u7f6e\u7684\u904b\u71df\u8cc7\u6599\uff08\u4f8b\u5982 CRM\u3001CRM\uff09\u5f59\u96c6\u5728\u4e00\u8d77\uff0c\u69cb\u6210\u4e00\u500b\u55ae\u4e00\u7684\u5ba2\u6236\u9ad4\u9a57\u8a18\u9304\u7cfb\u7d71\u3002<\/li>\n<li><strong>\u5ba2\u6236\u7684\u4e00\u7a2e\u8996\u5716<\/strong>\uff1a \u5f9e\u4ea4\u6613\u8655\u7406\u65b9\u5f0f\u79fb\u81f3\u6574\u500b\u5ba2\u6236\u9ad4\u9a57\u7684\u4e00\u500b\u8996\u5716\uff0c\u8b58\u5225\u9ad8\u8207\u4f4e\u9ede\uff0c\u4ee5\u4fbf\u60a8\u7684\u5167\u90e8\u5718\u968a\u53ef\u4ee5\u6539\u5584\u3002<\/li>\n<li><strong>\u5fae\u578b\u548c\u5b8f\u6b77\u7a0b<\/strong>\uff1a \u6bd4\u8f03\u4e0d\u540c\u7684\u5171\u540c\u5c08\u6848\uff08\u4f8b\u5982\uff0c\u50c5\u9032\u884c\u7dda\u4e0a\u8cfc\u8cb7\u7684\u5ba2\u6236\uff09\u4ee5\u77ad\u89e3\u591a\u6b21\u5168\u7a0b\u9ad4\u9a57\u7684\u5dee\u7570\u3002 \u5f9e\u5b8f\u5207\u63db\u81f3\u5fae\u578b\u884c\u7a0b\u4ee5\u8abf\u67e5\u9ad4\u9a57\u3002<\/li>\n<li><strong>\u884c\u7a0b\u5206\u6790<\/strong>\uff1a \u5229\u7528\u5c0d\u63a8\u52d5\u8ca1\u52d9\u7e3e\u6548\u7684\u5efa\u8b70\u548c\u9810\u6e2c\u5206\u6790\uff0c\u5728\u5168\u7a0b\u9ad4\u9a57\u7684\u6bcf\u500b\u968e\u6bb5\u7372\u5f97\u53ef\u884c\u7684\u898b\u89e3\u3002<\/li>\n<li><strong>\u6df1\u5165\u5206\u6790<\/strong>\uff1a \u6309\u63a5\u89f8\u9ede\u3001\u968e\u6bb5\u3001\u6d3b\u52d5\u6df1\u5165\u5230\u7279\u5b9a\u5340\u57df\uff0c\u4ee5\u67e5\u770b\u6839\u672c\u539f\u56e0\u5206\u6790\uff0c\u4e26\u61c9\u7528\u5404\u7a2e\u7d71\u8a08\u5de5\u5177\u3002<\/li>\n<li><strong>\u81ea\u8a02\u5100\u8868\u677f\uff1a <\/strong>\u6211\u5011\u4fbf\u65bc\u4f7f\u7528\u7684\u9ede\u548c\u6309\u4e00\u4e0b\u4ecb\u9762\u81ea\u8a02\u89d2\u8272\u578b\u5100\u8868\u677f\u3002<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>\u60a8\u5f9e\u4f55\u8655\u958b\u59cb\uff1f<\/strong><br \/>\n<\/span><\/h2>\n<p>\u5efa\u7acb\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u6587\u5316\u6bd4\u5b8c\u6210\u66f4\u8f15\u9b06\u3002\u00a0 \u9996\u5148\uff0c\u5c07\u8cc7\u6599\u4e2d\u5fc3\u4f5c\u70ba\u60a8\u696d\u52d9\u6230\u7565\u512a\u5148\u9806\u5e8f\uff0c\u4e26\u4f5c\u70ba\u60a8\u6587\u5316\u7684\u6838\u5fc3\uff0c\u5b58\u53d6\u6240\u6709\u7cfb\u7d71\u4f86\u6536\u96c6\u6709\u95dc\u5ba2\u6236\u8207\u8cb4\u516c\u53f8\u4e4b\u9ad4\u9a57\u7684\u8cc7\u6599\uff0c\u6700\u5f8c\uff0c\u60a8\u9700\u8981\u6b63\u78ba\u7684\u6280\u8853\u4f86\u8aac\u660e\u60a8\u5be6\u73fe\u9019\u7a2e\u898b\u89e3\u3002<\/p>\n<p>\u5728\u5ba2\u6236\u5168\u7a0b\u9ad4\u9a57\u4e2d\u8046\u807d\u5ba2\u6236\u5fc3\u8072\u662f\u4e00\u5207\u3002 \u5982\u679c\u6c92\u6709\u5b83\uff0c\u60a8\u5c07\u807d\u4e0d\u898b\u4ed6\u5011\u7684\u9700\u6c42\uff0c\u4e26\u7d93\u5e38\u5931\u53bb\u5f9e\u4f55\u8655\u958b\u59cb\u3002 \u60c5\u7dd2\u8cc7\u6599\u662f\u9ad4\u9a57\u578b\u7d93\u6fdf\u4e2d\u7684\u65b0\u8ca8\u5e63\u3002\u00a0 \u57fa\u65bc\u9810\u6e2c\u548c\u5148\u5360\u5f0f\u5206\u6790\u7684\u5e73\u81fa\u53ef\u8aac\u660e\u60a8\u8b58\u5225\u53ca\u77ad\u89e3\u54ea\u4e9b\u56e0\u7d20\u53ef\u4ee5\u63d0\u5347\u5ba2\u6236\u5fe0\u8aa0\u5ea6\uff0c\u56e0\u6b64\u60a8\u53ef\u4ee5\u505a\u51fa\u660e\u667a\u7684\u6c7a\u5b9a\u4e26\u63a1\u53d6\u52d5\u4f5c\u4f86\u6539\u5584\u4ed6\u5011\u7684\u9ad4\u9a57\u3002 \u5c07 Webex \u9ad4\u9a57\u7ba1\u7406\u8207\u60a8\u7684\u806f\u7d61\u4e2d\u5fc3\u7d50\u5408\u662f\u6210\u70ba\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u7d44\u7e54\u6700\u5408\u7406\u7684\u7b2c\u4e00\u6b65\u3002<\/p>\n<p>\u82e5\u8981\u77ad\u89e3\u66f4\u591a\u6709\u95dc Webex Experience Management \u7684\u8cc7\u8a0a\uff0c\u8acb\u95b1\u8b80\u6211\u5011\u7684 <a href=\"HTTPs:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\">\u96fb\u5b50\u7c3f<\/a>\u3002<\/p>\n<blockquote><p>\u82e5\u8981\u77ad\u89e3\u66f4\u591a\u6709\u95dc Cisco Contact Center \u89e3\u6c7a\u65b9\u6848\u7684\u8cc7\u8a0a\uff0c\u8acb\u6d41\u89bd <a href=\"HTTPs:\/\/www.cisco.com\/go\/cc\">\u6211\u5011\u7684\u7db2\u7ad9\u3002\u00a0<\/a><\/p><\/blockquote>\n<hr \/>\n<p><strong><\/strong>  <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\">\u77ad\u89e3\u66f4\u591aCisco Contact Center \u7522\u54c1\u7fa4\u7d44\uff1a \u5728 Cisco Contact Center 2019 \u5e74\u6703\uff08Cisco Contact Center\uff092019<\/a><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/delivering-magical-customer-experiences-at-cisco-contact-center-summit-2019-and-beyond\">  \u53ca\u66f4\u540d\u5f8c\u5be6\u73fe\u4ee4\u4eba\u5411\u4f86\u4e0d\u5999\u7684\u5ba2\u6236\u9ad4\u9a57\uff0c\u7d66\u5ba2\u6236\u548c\u4ee3\u7406\u9ad4\u9a57\u767c\u751f\u9769\u547d\uff1f<\/a>  <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/your-contact-center-agents-journey-plays-acritical-role-in-customer-experience\"> \u4e00\u5207\u90fd\u5f9e\u5ba2\u670d\u4eba\u54e1\u300c\u9010\u6b65\u300d\u958b\u59cb\u00a0<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco \u7684 AI \u652f\u63f4\u3001\u8cc7\u6599\u9a45\u52d5\u578b\u5ba2\u6236\u9ad4\u9a57\u7ba1\u7406\u89e3\u6c7a\u65b9\u6848\u8207\u5ba2\u670d\u4e2d\u5fc3\u878d\u5408\uff0c\u53ef\u6539\u5584\u5ba2\u6236\u5728\u5168\u7a0b\u9ad4\u9a57\u4e2d\u7684\u6bcf\u500b\u63a5\u89f8\u9ede\u7684\u9ad4\u9a57\u3002 <\/p>\n","protected":false},"author":5487,"featured_media":388318,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[8011,1579],"tags":[4278],"class_list":["post-388317","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-8011","category-1579","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - 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