{"id":113372,"date":"2023-04-05T15:51:57","date_gmt":"2023-04-05T10:21:57","guid":{"rendered":"https:\/\/view.yellow.ai\/case-study\/sony-enables-round-the-clock-service-with-voice-automation\/"},"modified":"2024-04-19T17:01:02","modified_gmt":"2024-04-19T11:31:02","slug":"sony-enables-round-the-clock-service-with-voice-automation","status":"publish","type":"case-study","link":"https:\/\/view.yellow.ai\/id\/case-study\/sony-enables-round-the-clock-service-with-voice-automation\/","title":{"rendered":"Sony memungkinkan layanan sepanjang waktu dengan otomatisasi suara"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

Sony memungkinkan layanan sepanjang waktu dengan otomatisasi suara<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Didirikan<\/p>\n\n\n\n

1994<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

www.sony.co.in<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Saluran<\/p>\n\n\n\n

Suara<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Bidang Penggunaan<\/p>\n\n\n\n

Permintaan dukungan di tempat, Dukungan teknis melalui telepon<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"Sony<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Tantangan<\/a><\/p>\n<\/div>\n\n\n\n

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Solusi<\/a><\/p>\n<\/div>\n\n\n\n

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Dampak<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Tantangan<\/h2>\n\n\n\n
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Perlu mengelola sejumlah besar pertanyaan secara efisien 24\/7 dengan bandwidth agen terbatas.<\/h3>\n<\/div>\n\n\n\n
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Dengan basis pelanggan yang terus berkembang dan jaringan diler yang luas, Sony India menerima pertanyaan yang banyak sekali dengan bandwidth agen terbatas untuk menangani setiap pertanyaan secara efektif. Tumpukan permintaan pelanggan yang diterima setelah jam kerja dapat menyebabkan keterlambatan dalam memberikan penyelesaian tepat waktu. Sony ingin menyiapkan saluran bantuan khusus 24\/7 untuk dukungan penjualan dan layanan. Solusi ini juga perlu diintegrasikan dengan Sony CRM.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solusi: Agen AI Suara – Isha<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

Layanan pelanggan 24\/7<\/strong><\/p>\n\n\n\n

Yellow.ai menggunakan Isha, agen AI suara, untuk menyediakan saluran bantuan khusus 24\/7 bagi konsumen dan diler dalam 3 bahasa: Bahasa Inggris, Hindi, dan Bengali. Pelanggan kini memiliki akses 24 jam penuh ke opsi layanan mandiri untuk layanan utama seperti pendaftaran perangkat, pemecahan masalah, permintaan informasi produk, permintaan instalasi produk, penemuan toko, dan pengalihan ke agen live untuk menjawab pertanyaan yang rumit.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"Integrasi<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

Integrasi yang mendalam<\/strong><\/p>\n\n\n\n

Solusi ini diintegrasikan dengan Sony CRM secara lancar sehingga memungkinkan pengalaman pelanggan yang terbaik di kelasnya. Agen AI suara secara akurat mengumpulkan, merekam, serta menganalisis informasi pengguna untuk memberikan pengalaman yang dipersonalisasi sekaligus mengidentifikasi negara, kota, dan area berdasarkan ucapan kode pin untuk menyediakan layanan berbasis lokasi.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Dampak<\/h2>\n\n\n\n
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\r\n \r\n
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PENANGANAN LALU LINTAS TINGGI<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

panggilan per kuartal yang ditangani oleh agen AI suara sehingga menghemat biaya per jam kerja<\/p>\n<\/div>\r\n <\/div>\r\n

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LAYANAN MANDIRI TANPA HAMBATAN<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

permintaan layanan bulanan yang berperan dalam pemenuhan pelanggan<\/p>\n<\/div>\r\n <\/div>\r\n

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PENANGANAN VOLUME<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

Peningkatan MoM dalam permintaan produk dan demo yang meningkatkan perolehan prospek<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

\u201cMenggunakan integrasi back-end<\/em> mendalam dengan Sony CRM, agen AI suara mengumpulkan, mencatat, dan menganalisis informasi pengguna untuk memberikan pengalaman yang dipersonalisasi. Kami sangat senang dapat bekerja sama dengan Yellow.ai atas dukungan mereka dalam membawa dukungan layanan pelanggan Sony yang luar biasa ke tingkat yang lebih tinggi. Dalam waktu dua bulan sejak peluncurannya, Isha telah berhasil menangani lebih dari 21.000 panggilan pelanggan dan diler dengan integrasi yang lancar.\u201d<\/p>\n\n\n\n

Vishal Mathur
National Head of Customer Service, Sony India<\/p>\n<\/div>\n\n\n\n

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