AI technology improves company's customer service

Artificial intelligence technology is replacing traditional quality inspectors and delivering more efficient customer service, MaShang Consumer Finance said Tuesday.

The Chongqing-based consumer credit firm said its independently developed intelligent voice inspection system, among the first of its peers, can perform real-time quality inspection of its customer services, help save labor costs and reduce compliance risks of call center staff.

With the technology, no manual intervention is required in the process of voice inspection, the company said.

The core advantage of the intelligent system lies in its "real-timeness." Compared with offline quality inspection, the system has stronger timeliness in finding problems. Once customer service staff are found to have negative emotions or speak too fast or too slowly while making conversations with customers, they will be reminded to adjust themselves.

Behind the smart inspection system is the support of MaShang’s various self-developed technologies, including cloud computing, speech recognition, semantic understanding and natural language processing.

At present, the system has been applied to the full-service scenarios of its call center. Compared with the traditional manual quality inspection, problem detection rate can be increased by at least 20 times, thereby reducing 95 percent of quality inspection cost.