Research On Service Quality Improvement Of H Company’s Internal Call Center By Intelligent Customer Service Robot

With the rapid development of Internet technology,leading enterprises in all walks of life are growing stronger and stronger.The scale of employees of the company grows rapidly and synchronously with the scale of business growth.The internal organizational structure of enterprises becomes complicated with the expansion of the scale,and the establishment and improvement of various management systems also cause a lot of communication costs for internal management.Employees in the process of the company’s daily work and life,will question of regulations of the company and management process,the sheer scale of in staff size,and organization structure change quickly,when employees need to answer the company’s internal process problem,only by reading documents or consulting colleagues is unable to solve quickly,seriously affect the efficiency of enterprise operation.In the traditional mode,the enterprise will undertake the employee problem consultation and solution work through the form of call center.Internal employees contact the call center through phone calls,emails,and online tools to consult about various problems encountered in the work process,such as administration,personnel,and procurement.The internal call center usually uses human attendants to answer employees’ questions,but it is difficult to meet employees’ needs efficiently and accurately in the face of large user groups and changing business organizations.In addition,the call center with human attendants will produce great economic costs for enterprise management,and gradually increase with the size of employees.Therefore,intelligent customer service robots have become a better solution in this field,replacing manual seats and meeting the needs of internal employees through intelligent and automatic technical means.H company is an Internet education industry company,which is a leading enterprise in this field both in terms of business scale and company scale.The large number of employees and complex internal processes make H Company have greater demands for efficiency and convenience in dealing with internal employee problems.This thesis takes the internal call center of H Group as an example,evaluates its service quality through SERVQUAL model,and analyzes the existing service problems of the call center.From the five aspects of service tangibility,reliability,assurance,responsiveness and empathy,this thesis summarizes the problems of the call center,such as low accuracy of reply,limited time window of manual service that cannot meet users’ needs,and low efficiency of manual customer service.By introducing intelligent service robot and an opportunity to call center management internally conducted an upgrade,through the deployment of intelligent service robot landing and its supporting facilities,set up a new knowledge base system and continuous operation,with the aid of robot intelligence service to help improve the whole answer accuracy of internal call center and service efficiency,It also changed the support mode of internal call center manual customer service and improved user satisfaction.The effectiveness and problems of H company’s internal call center in the application of intelligent customer service robots are of reference significance to the management mode of the application of intelligent customer service robots by companies in the same industry or of the same scale and other business departments of the enterprise.