Intelligent voice customer service has been widely used in finance,e-commerce,education and other industries,but there is still a large room for improvement in its service accuracy and humanistic care,and intelligent voice is not intelligent enough is still the difficulty and pain point in the process of improving user experience.And how to evaluate an intelligent voice customer service system to meet the user's expectations,it needs a comprehensive and multidimensional user-centered effective evaluation system.Therefore,based on all aspects of the user experience process,this study selects a set of evaluation system suitable for intelligent voice customer service system,and explores the optimization direction of intelligent voice customer service through the actual evaluation of six intelligent voice customer service systems that are well applied in the industry at present,so as to help enterprises build a competitive voice ecology and establish a more efficient and practical customer service system that is closer to users.
维普
万方数据