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关于电话机器人的四个误解！你错怪它了吗？

公司资讯 / 2022年 11月 18日

随着科技的发展，人工智能逐渐走进我们的生活。目前，人工智能语音技术已经可以根据关键字+语义来分析客户意图。其中，智能高效的电话机器人被许多企业用来外呼初筛意向客户、邀约意向客户。在电话机器人这个新型行业里，有很多情况并不如表面想象的那样，许多人对电话机器人存在着一些误解。下文，小文智能为您介绍关于电话机器人的四个误解！你错怪它了吗？

关于电话机器人的四个误解

误解一：电话机器人与人工“冲突”，会使人工客服下岗

真相：好帮手，互相协助提高效率

电话客服

自AI进入大众视野以来，每次重大更新都会引起人们的担忧，“AI取代人类”的说法渐嚣。一些人认为电话机器人能够模拟人工接打对话，人工客服面临可能被替代的问题。但真相是，电话机器人帮人去做最重复、单调的工作，减轻人工客服工作量的。电话机器人目前仅可替代客服人员的一小部分工作，例如初筛出意向客户，让人工客服能有更多精力去跟进精准客户，提高销售业绩，是人工客服工作的好帮手。对于这样产品，有什么理由去反对呢？

误解二：电话机器人很便宜

真相：一分价钱一分货，智能、识别率高的电话机器人价格会高一些，但挣得更多

电话机器人不需要工资，不交五险一金，不需要休息，工作的效率还是人工的几倍，相较于人工客服的工资来说还是很划算的。电话机器人的费用以小文智能电话机器人为例，一个机器人一天呼出量为1000左右，月租费用2000~3000元，支持免费试用，提供免费安装和售后运营维护的。外呼量和智能度都是影响电话机器人价格的因素，高效智能的电话机器人能为企业创造更多价值。

误解三：电话机器人是“天生学霸”

真相：和人一样，需要学习

深度学习

当我们看demo演示时，电话机器人是应答自如，聪明伶俐的模样。AI时代，理应如此。但机器人可并非“生产”出来就具备了这样的能力，而是经过长期的研发和不断地学习。理论上，用户注册了账号，编辑话术、做好拨号准备，就可以使用了。但不同行业不同性质公司的话术是不同的，话术的设计和调整是重中之重，必须要一个专业的话术团队来训练机器人的智能度，不存在万能话术。机器人和人是一样的，都需要学习成长，从弱小到强大。在电话机器人经过运维工程师为机器人定制的一套学习材料的训练下，包含各种题型“选择，训练题，大题，测试题等等”，刻苦学习，训练应答能力，就能变成“学霸”，与人流畅、自然的交流。

误解四：造成电话骚扰

真相：规范的外呼能促进行业的发展

人的行为是不可控的，通话的内容、次数、时间点会存在变数。但机器人是按指令行事的，非常依赖数据、技术和人的设定。在外呼设置上是严格固定的，不会在休息时间打扰客户，话术内容也经过严格审核，杜绝了不合规的存在。技术是推动产业升级的催化剂，电话机器人本身只是工具，受使用者行为影响，不应该为多重因素导致的长期现象“背锅”。电话机器人承担的AI客服的角色，助力企业完成数字化、智能化转型，有着重要的商业价值。

未来，电话机器人还有很长的路要走，去覆盖到更多的行业，更多的场景，提高客户服务体验，解放更多人力，创造更多价值。在人机对话领域，小文智能深耕多年，将AI语音嵌入至多个业务场景，服务于通信、金融、物流、房产、政务等十几个行业，累计帮助2000+企业持续增值客户服务、提升客户价值，是更合适外呼企业的合作伙伴。

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