{"id":3178,"date":"2022-04-18T03:10:25","date_gmt":"2022-04-18T03:10:25","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=3178"},"modified":"2022-12-30T08:34:43","modified_gmt":"2022-12-30T08:34:43","slug":"trung-tam-dien-luc-mien-trung-cpc-ung-dung-ai-nang-cao-chat-luong-dich-vu-cskh","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/trung-tam-dien-luc-mien-trung-cpc-ung-dung-ai-nang-cao-chat-luong-dich-vu-cskh\/","title":{"rendered":"Trung t\u00e2m CSKH T\u1ed5ng C\u00f4ng ty \u0110i\u1ec7n l\u1ef1c mi\u1ec1n Trung n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 qua \u1ee9ng d\u1ee5ng VirtualQC gi\u1ea3i ph\u00e1p ph\u00e2n t\u00edch cu\u1ed9c g\u1ecdi t\u1eeb startup Vi\u1ec7t EM&AI."},"content":{"rendered":"

Trung t\u00e2m CSKH T\u1ed5ng C\u00f4ng ty \u0110i\u1ec7n l\u1ef1c mi\u1ec1n Trung n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 qua \u1ee9ng d\u1ee5ng VirtualQC gi\u1ea3i ph\u00e1p ph\u00e2n t\u00edch cu\u1ed9c g\u1ecdi t\u1eeb startup Vi\u1ec7t EM&AI.<\/strong><\/p>\n

Trung t\u00e2m CSKH T\u1ed5ng C\u00f4ng ty \u0110i\u1ec7n l\u1ef1c mi\u1ec1n Trung (CPC CC) ti\u1ebfp nh\u1eadn v\u1edbi h\u01a1n 3500 m\u1ed7i ng\u00e0y, n\u00ean vi\u1ec7c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a t\u1eebng cu\u1ed9c g\u1ecdi g\u1ea7n nh\u01b0 l\u00e0 b\u1ea5t kh\u1ea3 thi n\u1ebfu ch\u1ec9 d\u00f9ng ngu\u1ed3n l\u1ef1c con ng\u01b0\u1eddi. Chuy\u1ec3n \u0111\u1ed5i s\u1ed1 v\u00e0 \u1ee9ng d\u1ee5ng CNTT \u00a0v\u1eeba l\u00e0 nhu c\u1ea7u c\u1ea5p thi\u1ebft, v\u1eeba l\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng l\u00e2u d\u00e0i trong\u00a0 c\u00f4ng vi\u1ec7c \u0111i\u1ec1u h\u00e0nh t\u1ea1i CPC CC.<\/p>\n

Gi\u1ea3i ph\u00e1p cho b\u00e0i to\u00e1n ph\u00e2n t\u00edch cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng h\u00f3a.<\/strong><\/h2>\n

\u201cTrung t\u00e2m CSKH ch\u00fang t\u00f4i th\u1eadt s\u1ef1 mong mu\u1ed1n n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5, ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c c\u1ea3m x\u00fac, \u0111o l\u01b0\u1eddng, \u0111\u00e1nh gi\u00e1, \u0110i\u1ec7n tho\u1ea1i vi\u00ean (\u0110TV) qua c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c ghi nh\u1eadn trong c\u00e1c b\u1ea3n ghi \u00e2m qua qu\u00e1 tr\u00ecnh trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i. T\u00ecm hi\u1ec3u nh\u1eefng nguy\u00ean nh\u00e2n n\u1ebfu kh\u00f4ng ph\u00f9 h\u1ee3p \u0111\u1ec3 c\u00f3 h\u01b0\u1edbng tri\u1ec3n khai \u0111\u00e0o t\u1ea1o cho \u0110TV. Xu\u1ea5t ph\u00e1t t\u1eeb b\u00e0i to\u00e1n n\u00e0y, ch\u00fang t\u00f4i \u00a0\u0111\u00e3 t\u00ecm hi\u1ec3u, \u0111\u1eb7t ra nhi\u1ec1u y\u00eau c\u1ea7u, t\u00ecm ki\u1ebfm nhi\u1ec1u gi\u1ea3i ph\u00e1p kh\u00e1c nhau t\u1eeb trong \u0111\u1ebfn ngo\u00e0i n\u01b0\u1edbc \u0111\u1ec3 ph\u00e2n t\u00edch cu\u1ed9c g\u1ecdi gi\u1eefa Kh\u00e1ch h\u00e0ng v\u1edbi \u0110TV. V\u1edbi y\u00eau c\u1ea7u cao v\u1ec1 gi\u1ea3i ph\u00e1p v\u1eeba \u0111\u00e1p \u1ee9ng v\u1ec1 m\u1eb7t t\u00ednh n\u0103ng, l\u1eabn kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch v\u00e0 x\u1eed l\u00fd ng\u00f4n ng\u1eef ti\u1ebfng Vi\u1ec7t d\u01b0\u1edbi d\u1ea1ng \u00e2m thanh \u0111\u00e3 b\u1ecb n\u00e9n, b\u0103ng th\u00f4ng h\u1eb9p trong m\u00f4i tr\u01b0\u1eddng t\u1ed5ng \u0111\u00e0i v\u00e0 r\u1ea5t may m\u1eafn khi d\u1ef1 \u00e1n n\u00e0y kh\u00f4ng ch\u1ec9 l\u00e0 gi\u1ea3i ph\u00e1p cho ng\u01b0\u1eddi Vi\u1ec7t m\u00e0 c\u00f3 \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi ng\u01b0\u1eddi Vi\u1ec7t \u0111\u1ebfn t\u1eeb \u0111\u1ed9i ng\u0169 EM&AI\u201d \u2013 \u00d4ng L\u00ea V\u0103n T\u01b0\u1eddng chia s\u1ebb.<\/p>\n

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\"\"
M\u1ecdi cu\u1ed9c g\u1ecdi di\u1ec5n ra t\u1ea1i t\u1ed5ng \u0111\u00e0i EVN CPC \u0111\u1ec1u \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch, \u0111\u00e1nh gi\u00e1 nh\u1eb1m n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n

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Virtual QC l\u00e0 gi\u1ea3i ph\u00e1p \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7 h\u1ecdc m\u00e1y, x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean, cho ph\u00e9p Trung t\u00e2m CSKH \u00a0c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1ef1 \u0111\u1ed9ng c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u00e0 \u0111i, t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ea3m b\u1ea3o hi\u1ec7u qu\u1ea3 h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i m\u1ed9t c\u00e1ch to\u00e0n di\u1ec7n.<\/p>\n

H\u1ec7 th\u1ed1ng c\u00f3 r\u1ea5t nhi\u1ec1u t\u00ednh n\u0103ng bao g\u1ed3m: L\u1ecdc v\u00e0 ph\u00e2n lo\u1ea1i c\u00e1c cu\u1ed9c g\u1ecdi theo ti\u00eau ch\u00ed; T\u1ef1 \u0111\u1ed9ng \u0111\u00e1nh gi\u00e1 v\u00e0 x\u1ebfp h\u1ea1ng cu\u1ed9c g\u1ecdi theo ph\u00e2n m\u1ee5c v\u00e0 c\u00e1c ti\u00eau ch\u00ed; H\u1ed7 tr\u1ee3 t\u1ed5ng \u0111\u00e0i vi\u00ean ghi ch\u00e9p to\u00e0n b\u1ed9 n\u1ed9i dung cu\u1ed9c g\u1ecdi; T\u1ef1 \u0111\u1ed9ng nh\u1eadp d\u1eef li\u1ec7u tr\u1ef1c ti\u1ebfp v\u00e0o ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd; Th\u1ed1ng k\u00ea, b\u00e1o c\u00e1o v\u00e0 g\u1eedi k\u1ebft qu\u1ea3 \u0111\u00e1nh gi\u00e1 cu\u1ed9c g\u1ecdi \u0111\u1ebfn c\u1ea5p qu\u1ea3n l\u00fd.<\/p>\n

Virtual QC \u0111\u1ea3m b\u1ea3o t\u00ednh b\u1ea3o m\u1eadt v\u1edbi c\u00e1c ti\u00eau chu\u1ea9n nh\u01b0 ISO 27001, tri\u1ec3n khai tr\u00ean m\u00e1y ch\u1ee7 v\u1eadt l\u00fd (on-premise).<\/p>\n

 <\/p>\n

Hi\u1ec7u qu\u1ea3 h\u1ee9a h\u1eb9n cho s\u1ef1 chuy\u1ec3n m\u00ecnh, n\u00e2ng c\u1ea5p c\u1ee7a d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr<\/strong>\u1ea3<\/strong>i nghi\u1ec7m\u2026<\/strong><\/h2>\n

Sau th\u1eddi gian tri\u1ec3n khai h\u01a1n 3 th\u00e1ng v\u1edbi h\u01a1n 400 ng\u00e0n cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1: C\u00e1c cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c h\u1ec7 th\u1ed1ng r\u00e0 so\u00e1t xem x\u00e9t c\u00f3 th\u1eddi gian cu\u1ed9c g\u1ecdi t\u1eeb 2 \u0111\u1ebfn 10 ph\u00fat \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng t\u1ef1 \u0111\u1ed9ng. H\u1ea7u h\u1ebft c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ec1u \u0111\u01b0\u1ee3c ki\u1ec3m so\u00e1t nh\u01b0 \u0111\u00e3 y\u00eau c\u1ea7u, \u0111\u00e1p \u1ee9ng s\u1ef1 mong mu\u1ed1n c\u1ee7a TT CSKH. Tr\u01b0\u1edbc \u0111\u00e2y trung b\u00ecnh m\u1ed9t nh\u00e2n vi\u00ean qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng (QC) m\u1ea5t t\u1eeb 5 \u0111\u1ebfn 10 ph\u00fat \u0111\u1ec3 ph\u00e2n t\u00edch 1 cu\u1ed9c g\u1ecdi, th\u00ec t\u1eeb khi \u00e1p d\u1ee5ng gi\u1ea3i ph\u00e1p n\u00e0y, th\u1eddi gian r\u00fat xu\u1ed1ng ch\u1ec9 c\u00f2n h\u01a1n 1 ph\u00fat \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 l\u1ea1i nh\u1edd chuy\u1ec3n \u0111\u1ed5i t\u1eeb file \u00e2m thanh qua v\u0103n b\u1ea3n, Speech to Text (STT) v\u00e0 hi\u1ec3u, x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean Natural Language Processing (NLP, NLU) c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch c\u1ee7a h\u1ec7 th\u1ed1ng.<\/p>\n

V\u1ec1 nh\u00e2n vi\u00ean tr\u1ef1c t\u1ed5ng \u0111\u00e0i h\u00e0i l\u00f2ng v\u1edbi k\u1ebft qu\u1ea3 b\u1edfi n\u00f3 ph\u1ea3n \u00e1nh trung th\u1ef1c, c\u0169ng nh\u01b0 nh\u1eefng l\u1ed7i m\u00e0 h\u1ecd \u0111\u00e3 g\u1eb7p ph\u1ea3i \u0111\u1ec3 tr\u00e1ch l\u1eb7p l\u1ea1i trong cho vi\u1ec7c tr\u1ea3 l\u1eddi kh\u00e1ch h\u00e0ng cho l\u1ea7n sau. Vi\u1ec7c \u00e1p d\u1ee5ng\u00a0 h\u1ec7 th\u1ed1ng ti\u1ebft ki\u1ec7m \u0111\u00e1ng k\u1ec3 th\u1eddi gian \u0111\u00e1nh gi\u00e1 c\u00e1c cu\u1ed9c g\u1ecdi. H\u1ea7u h\u1ebft c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ec1u \u0111\u01b0\u1ee3c x\u1eed l\u00fd qua h\u1ec7 th\u1ed1ng, l\u1ef1c l\u01b0\u1ee3ng QC r\u00e0 so\u00e1t nh\u1eefng cu\u1ed9c g\u1ecdi c\u00f3 nghi v\u1ea5n \u0111\u1ec3 xem x\u00e9t \u0111\u01b0a ra \u0111\u00e1nh gi\u00e1 ch\u00ednh th\u1ee9c.<\/p>\n

 <\/p>\n

\"Gi\u1ea3i
Gi\u1ea3i ph\u00e1p VirtualQC h\u1ed7 tr\u1ee3 r\u00fat ng\u1eafn th\u1eddi gian \u0111\u00e1nh gi\u00e1 cu\u1ed9c g\u1ecdi t\u1eeb 50 \u0111\u1ebfn 90%<\/figcaption><\/figure>\n

 <\/p>\n

Vi\u1ec7c s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 cung c\u1ea5p \u0111\u01b0\u1ee3c s\u1ed1 li\u1ec7u, d\u1eabn ch\u1ee9ng c\u1ee5 th\u1ec3 c\u00f3 th\u1ec3 truy v\u1ebft v\u00e0 ki\u1ec3m ch\u1ee9ng, t\u1eeb \u0111\u00f3 Trung t\u00e2m \u0111\u01b0a ra nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o v\u00e0o t\u1eebng nh\u00f3m k\u1ef9 n\u0103ng, ki\u1ebfn th\u1ee9c cho c\u00e1c chuy\u00ean vi\u00ean \u0111\u00e0o t\u1ea1o c\u1ee7a Trung t\u00e2m v\u00e0 cho \u0110TV theo ch\u1ee7 \u0111\u1ec1\u00a0 m\u00e0 Trung t\u00e2m x\u00e9t th\u1ea5y c\u00f3 kh\u1ea3 n\u0103ng x\u00e3y ra c\u00e1c thi\u1ebfu s\u00f3t c\u1ee7a \u0110TV khi trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

Trong nhi\u1ec1u n\u0103m qua, trung t\u00e2m \u0111\u00e3 kh\u00f4ng ng\u1eebng t\u00ecm t\u00f2i s\u00e1ng t\u1ea1o nh\u1eefng gi\u1ea3i ph\u00e1p m\u1edbi nh\u1eb1m c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. \u0110em \u0111\u1ebfn c\u00e1i nh\u00ecn t\u1ed1t \u0111\u1eb9p v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng sau m\u1ed7i cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u1edbi t\u1ed5ng \u0111\u00e0i 19001909.<\/p>\n

Sau khi \u00e1p d\u1ee5ng h\u1ec7 th\u1ed1ng, TT CSKH s\u1ebd t\u1eadp trung cung c\u1ea5p nhi\u1ec1u h\u01a1n n\u1eefa v\u1ec1 CSDL (Data) cho m\u00e1y h\u1ecdc v\u00e0 hy v\u1ecdng d\u1ea7n d\u1ea7n nh\u1eefng ng\u00e0y k\u1ebf \u0111\u1ebfn h\u1ec7 th\u1ed1ng s\u1ebd t\u00edch l\u0169y th\u00eam c\u00e1c ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 v\u00e0 c\u00e1c n\u1ed9i dung \u0111\u00e1nh gi\u00e1 t\u00edch lu\u1ef9 th\u00eam c\u00e1c b\u00e0i h\u1ecdc v\u00e0 h\u1ec7 th\u1ed1ng c\u00f3 kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng t\u1ef1 \u0111\u1ed9ng nhanh ch\u00f3ng gi\u1ea3i ph\u00f3ng d\u1ea7n \u0111\u01b0\u1ee3c s\u1ee9c lao \u0111\u1ed9ng c\u1ee7a con ng\u01b0\u1eddi\u2026.<\/p>\n","protected":false},"excerpt":{"rendered":"

Trung t\u00e2m CSKH T\u1ed5ng C\u00f4ng ty \u0110i\u1ec7n l\u1ef1c mi\u1ec1n Trung n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch…<\/p>\n","protected":false},"author":2,"featured_media":3369,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,329],"tags":[309,311],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3178"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=3178"}],"version-history":[{"count":4,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3178\/revisions"}],"predecessor-version":[{"id":3772,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3178\/revisions\/3772"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/3369"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=3178"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=3178"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=3178"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}