{"id":8736,"date":"2021-02-03T07:33:08","date_gmt":"2021-02-03T07:33:08","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=5099"},"modified":"2021-02-03T07:33:08","modified_gmt":"2021-02-03T07:33:08","slug":"callbot-la-gi-vi-sao-no-lai-la-tuong-lai-cua-nganh-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/callbot-la-gi-vi-sao-no-lai-la-tuong-lai-cua-nganh-dich-vu-khach-hang\/","title":{"rendered":"Callbot L\u00e0 G\u00ec? V\u00ec Sao N\u00f3 L\u1ea1i L\u00e0 T\u01b0\u01a1ng Lai C\u1ee7a Ng\u00e0nh D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"

Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, l\u0129nh v\u1ef1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00e3 xu\u1ea5t hi\u1ec7n m\u1ed9t gi\u1ea3i ph\u00e1p m\u1edbi: Callbot – gi\u1ea3i ph\u00e1p t\u01b0 v\u1ea5n vi\u00ean \u1ea3o ho\u1ea1t \u0111\u1ed9ng d\u1ef1a tr\u00ean vi\u1ec7c \u1ee9ng d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o AI. Nh\u01b0ng ch\u00ednh x\u00e1c th\u00ec callbot l\u00e0 g\u00ec? N\u00f3 ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o? V\u00e0 n\u00f3 s\u1ebd mang l\u1ea1i l\u1ee3i \u00edch g\u00ec cho ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. T\u1ea5t c\u1ea3 c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi s\u1ebd c\u00f3 trong b\u00e0i vi\u1ebft n\u00e0y!<\/p>\n

Tr\u01b0\u1edbc \u0111\u00e2y g\u1ecdi \u0111i\u1ec7n tho\u1ea1i v\u1eabn l\u00e0 k\u00eanh giao ti\u1ebfp truy\u1ec1n th\u1ed1ng ch\u1ee7 y\u1ebfu gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p. Tuy nhi\u00ean b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean thi\u1ebfu ngu\u1ed3n l\u1ef1c \u0111\u1ec3 c\u00f3 th\u1ec3 x\u1eed l\u00fd h\u1ebft t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

\"callbot<\/p>\n

Nh\u01b0ng b\u00e2y gi\u1edd tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a 40% c\u00e1c cu\u1ed9c g\u1ecdi nh\u1eadn \u0111\u01b0\u1ee3c trong trung t\u00e2m quan h\u1ec7 kh\u00e1ch h\u00e0ng (b\u00e1o c\u00e1o T\u01b0\u01a1ng lai c\u00f4ng vi\u1ec7c c\u1ee7a McKinsey 2018) nhi\u1ec1u c\u00f4ng ty \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh d\u1ef1a v\u00e0o m\u1ed9t c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c cu\u1ed9c g\u1ecdi n\u00e0y.<\/p>\n

Callbot l\u00e0 g\u00ec?<\/strong><\/span><\/h2>\n

Callbot l\u00e0 gi\u1ea3i ph\u00e1p t\u01b0 v\u1ea5n vi\u00ean \u1ea3o c\u00f3 kh\u1ea3 n\u0103ng tr\u00f2 chuy\u1ec7n v\u1edbi ng\u01b0\u1eddi g\u1ecdi \u0111\u1ec3 hi\u1ec3u v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch t\u1ef1 \u0111\u1ed9ng. B\u1ea1n ch\u1eafc h\u1eb3n \u0111\u00e3 t\u1eebng nghe \u0111\u1ebfn Siri ho\u1eb7c Alexa, nh\u1eefng tr\u1ee3 l\u00fd \u1ea3o trong c\u00e1c d\u00f2ng \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh. Hi\u1ec3u \u0111\u01a1n gi\u1ea3n, Callbot c\u0169ng gi\u1ed1ng nh\u01b0 Siri, Alexa t\u1ef1 \u0111\u1ed9ng nh\u1ea5c m\u00e1y tr\u1ea3 l\u1eddi khi kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn t\u1ed5ng \u0111\u00e0i c\u1ee7a doanh nghi\u1ec7p b\u1ea1n. V\u00e0 t\u1ea5t nhi\u00ean n\u00f3 c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng 24\/7, kh\u00f4ng than phi\u1ec1n, v\u00e0 c\u0169ng kh\u00f4ng c\u1ea7n ngh\u1ec9 ph\u00e9p.<\/p>\n

S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa Callbot v\u00e0 Voicebot.<\/strong><\/span><\/h2>\n

Khi c\u00f4ng ngh\u1ec7 m\u1edbi ra m\u1eaft g\u1ea7n \u0111\u00e2y, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e3 nghe n\u00f3i v\u1ec1 callbots d\u01b0\u1edbi c\u00e1c t\u00ean g\u1ecdi kh\u00e1c: voicebots, voice agent, phonebots, \u0111\u00e0m tho\u1ea1i, virtual agent … T\u1ea5t c\u1ea3 c\u00e1c c\u00f4ng ngh\u1ec7 n\u00e0y \u0111\u1ec1u d\u1ef1a tr\u00ean Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) \u0111\u00e0m tho\u1ea1i.<\/p>\n

Voicebot l\u00e0 m\u1ed9t tr\u1ee3 l\u00fd gi\u1ecdng n\u00f3i \u1ea3o c\u00f3 kh\u1ea3 n\u0103ng \u0111\u1ed1i tho\u1ea1i v\u1edbi m\u1ed9t ng\u01b0\u1eddi nh\u1edd kh\u1ea3 n\u0103ng hi\u1ec3u ng\u00f4n ng\u1eef c\u1ee7a con ng\u01b0\u1eddi. Siri, Alexa ho\u1eb7c Ok Google \u0111\u1ec1u l\u00e0 voicebots. Voicebots c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t tr\u00ean c\u00e1c k\u00eanh kh\u00e1c nhau: \u0111\u1ed1i t\u01b0\u1ee3ng \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i, GPS, loa ngo\u00e0i \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i, \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh, m\u00e1y t\u00ednh, v.v.<\/p>\n

Callbot l\u00e0 m\u1ed9t voicebot \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp qua k\u00eanh t\u1ed5ng \u0111\u00e0i. Kh\u00e1c v\u1edbi c\u00e1c voicebots tr\u00ean \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh, kho\u1ea3ng th\u1eddi gian t\u01b0\u01a1ng t\u00e1c th\u01b0\u1eddng ch\u1ec9 trong m\u1ed9t ho\u1eb7c hai c\u00e2u li\u00ean ti\u1ebfp, th\u00ec trao \u0111\u1ed5i v\u1edbi callbot gi\u1ed1ng nh\u01b0 m\u1ed9t cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i th\u1ef1c s\u1ef1: c\u00f3 th\u1ec3 k\u00e9o d\u00e0i \u0111\u1ebfn m\u1ed9t ph\u00fat, hai ph\u00fat ho\u1eb7c nhi\u1ec1u h\u01a1n. Do \u0111\u00f3, callbot n\u00f3 c\u00f3 kh\u1ea3 n\u0103ng tri\u1ec3n khai m\u1ed9t k\u1ecbch b\u1ea3n phong ph\u00fa v\u00e0 n\u00e2ng cao h\u01a1n, \u0111\u1ed3ng th\u1eddi c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c thao t\u00e1c ph\u1ee9c t\u1ea1p h\u01a1n trong ph\u1ea1m vi gi\u1edbi h\u1ea1n.<\/p>\n

L\u1ee3i \u00edch c\u1ee7a Callbots.<\/strong><\/span><\/h2>\n

Vi\u1ec7c qu\u1ea3n l\u00fd kh\u1ed1i l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi l\u1edbn kh\u00f4ng nh\u1eefng ti\u00eau t\u1ed1n nhi\u1ec1u ngu\u1ed3n l\u1ef1c m\u00e0 c\u00f2n g\u00e2y \u00e1p l\u1ef1c l\u00ean c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean. \u0110i\u1ec1u n\u00e0y s\u1ebd d\u1ea5n \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 b\u1ecb gi\u1ea3m \u0111i \u0111\u00e1ng k\u1ec3, \u0111\u1ed3ng th\u1eddi doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi vi\u1ec7c nh\u00e2n vi\u00ean tr\u1ef1c t\u1ed5ng \u0111\u00e0i ngh\u1ec9 vi\u1ec7c li\u00ean t\u1ee5c. T\u1ef7 l\u1ec7 n\u00e0y l\u00ean \u0111\u1ebfn g\u1ea7n 30% m\u1ed7i n\u0103m (Theo 2016-17 US Contact Center HR & Operational Benchmarking Report) m\u1ed7i n\u0103m.<\/p>\n

T\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c cu\u1ed9c g\u1ecdi th\u00f4ng th\u01b0\u1eddng s\u1ebd gi\u00fap doanh nghi\u1ec7p gi\u1ea3m chi ph\u00ed v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. Callbots \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c cu\u1ed9c g\u1ecdi th\u00f4ng th\u01b0\u1eddng m\u00e0 c\u00f4ng ty mu\u1ed1n duy tr\u00ec qua k\u00eanh g\u1ecdi \u0111i\u1ec7n tho\u1ea1i. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m ngu\u1ed3n nh\u00e2n l\u1ef1c \u0111\u1ec3 t\u1eadp trung x\u1eed l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p h\u01a1n.<\/p>\n

Callbot ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o.<\/strong><\/span><\/h2>\n

Callbot d\u1ef1a tr\u00ean c\u00e1c c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn nh\u1ea5t trong AI \u0111\u00e0m tho\u1ea1i. \u0110\u1ec3 th\u1ef1c hi\u1ec7n m\u1ed9t cu\u1ed9c tr\u00f2 chuy\u1ec7n k\u00e9o d\u00e0i v\u00e0i ph\u00fat, m\u1ed9t callbot k\u1ebft h\u1ee3p c\u00e1c kh\u1ed1i c\u00f4ng ngh\u1ec7 kh\u00e1c nhau c\u00f3 kh\u1ea3 n\u0103ng th\u1ef1c hi\u1ec7n nhi\u1ec1u t\u00e1c v\u1ee5 ph\u1ee9c t\u1ea1p trong v\u00e0i mili gi\u00e2y. \u0110\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u1edbi h\u1ec7 th\u1ed1ng \u0111i\u1ec7n tho\u1ea1i c\u1ee7a trung t\u00e2m li\u00ean l\u1ea1c v\u00e0 th\u01b0\u1eddng \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef tr\u00ean \u0111\u00e1m m\u00e2y, callbot truy xu\u1ea5t c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn s\u1ed1 cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh tr\u01b0\u1edbc. Sau \u0111\u00f3, n\u00f3 tham gia v\u00e0o m\u1ed9t k\u1ecbch b\u1ea3n th\u1ea3o lu\u1eadn v\u1edbi ng\u01b0\u1eddi g\u1ecdi, nh\u01b0 \u0111\u01b0\u1ee3c l\u1eadp tr\u00ecnh ng\u01b0\u1ee3c d\u00f2ng b\u1edfi c\u00e1c nh\u00f3m kinh doanh.<\/p>\n

Khi ng\u01b0\u1eddi g\u1ecdi n\u00f3i, h\u1ec7 th\u1ed1ng s\u1ebd ph\u00e1t hi\u1ec7n gi\u1ecdng n\u00f3i c\u1ee7a h\u1ecd nh\u1edd v\u00e0o g\u1ea1ch VAD (Voice Activity Detection). \u00c2m thanh n\u00e0y sau \u0111\u00f3 \u0111\u01b0\u1ee3c chuy\u1ec3n th\u00e0nh v\u0103n b\u1ea3n nh\u1edd h\u1ec7 th\u1ed1ng ASR (nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i t\u1ef1 \u0111\u1ed9ng). Hai kh\u1ed1i h\u00ecnh n\u00e0y t\u1ea1o n\u00ean c\u00f4ng c\u1ee5 STT (chuy\u1ec3n l\u1eddi n\u00f3i th\u00e0nh v\u0103n b\u1ea3n) v\u00e0 gi\u00fap b\u1ea1n c\u00f3 th\u1ec3 chuy\u1ec3n gi\u1ecdng n\u00f3i th\u00e0nh d\u1ea1ng vi\u1ebft.<\/p>\n

V\u0103n b\u1ea3n n\u00e0y (b\u1ea3n ghi) sau \u0111\u00f3 \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch b\u1edfi c\u00f4ng c\u1ee5 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o, \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 NLU (hi\u1ec3u ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean), n\u00f3 hi\u1ec3u m\u1ee5c ti\u00eau c\u1ee7a y\u00eau c\u1ea7u (\u00fd \u0111\u1ecbnh) c\u1ee7a ng\u01b0\u1eddi g\u1ecdi t\u1eeb nh\u1eefng t\u1eeb n\u00f3 s\u1eed d\u1ee5ng.<\/p>\n","protected":false},"excerpt":{"rendered":"

Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, l\u0129nh v\u1ef1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00e3 xu\u1ea5t hi\u1ec7n m\u1ed9t gi\u1ea3i ph\u00e1p m\u1edbi: Callbot – gi\u1ea3i ph\u00e1p t\u01b0 v\u1ea5n vi\u00ean \u1ea3o ho\u1ea1t \u0111\u1ed9ng d\u1ef1a tr\u00ean vi\u1ec7c \u1ee9ng d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o AI. Nh\u01b0ng ch\u00ednh x\u00e1c th\u00ec callbot l\u00e0 g\u00ec? N\u00f3 ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o? V\u00e0 n\u00f3 s\u1ebd mang […]\n","protected":false},"author":1,"featured_media":8422,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[163,11],"tags":[179],"class_list":["post-8736","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-callbot","category-trai-nghiem-khach-hang","tag-callbot"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/02\/callbot-tuong-lai-cua-dich-vu-khach-hang-1-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8736"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=8736"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8736\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/8422"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=8736"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=8736"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=8736"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}