Smart Retail Smart Retail
- Realize the next-generation CRM through
AI and Big Data Tech with 'AiNSWER' . - Collected data is analyzed using STT/TA tech to provide a new concept of marketing services.
STT/TA Solutions
Real-time speech-to-text conversion during call
- Counseling call
- Customer
- Counselor
- STT solution
- Text
- TA solution
- Tasks
- Counseling APP : Search for customer, Save category, Modify information ... Save
- Counseling content
- Check for complaints in category information
- Create SET for quality assessment
-
STT (Speech to Text)(Real-time)
- Speech-to-Text conversion
- Speaker detection, speech speed, metadata
-
TA (Text Analysis) (Every 5 minutes/1 hour)
- Auto-sorting
- Keyword/connection analysis
- Emotion detectio
- Text summarization
-
QA (counseling quality) (Everyday)
- Script compliance / QA assessment
- Script recommendation
STT/TA
- Self-developed solutions by LOTTE Innovate R&D Center
- Real-time text conversion feature
- Reference from various industries (distribution, service, manufacturing, etc.)
- Counseling quality assessment, data analysis (VOC, emotions, etc.) based on know-how in CRM operation
- Only found in LOTTE Innovate STT/TA
- Check out our differentiated features
Architecture
- Structured to allow real-time, distributed processing of mass voice recognition data
- Horizontal capacity upgrade is possible
- Flexible interface for external systems (recording/APP/online Q&A, etc.)
Expertise
- Management by experts from R&D Center (deep learning, machine learning)
- Engine optimization tailored for client's domain
Resource management
- Resource utilization and server EoS management
- Including resource consumption monitoring
Operations management
- Visualizing customization using BI tools
- Sensitive word detection, auto-sorting of counseling category
- Summary, service quality/complaint statistics, search, call listening features
Information security
- System design/development compliant with security review
- 24/365 security monitoring service
- Server/DB access control log analysis, firewall monitoring
Maintenance
- Systematic recognition management frame
- Regular recognition rate check, easy performance maintenance
- With AiNSWER
customer service becomes more convenient and efficient than ever. - We are working real-time (quasi-real-time) for various clients
with a recognition rate of 91%, total learning time of 2,000 hours.
Issue monitoring
- Real-time text conversion with recognition rate higher than 90%
- Sensitive word detection and response (sexual harassment, abusive language, etc.)
- Real-time call listening
Service trend/complaint management
- Possible to insert event/service/product name tracking
- Possible to collect customer feedback and reaction
- Phase management according to complaint type/frequency/severity
Synchronization with TA service and APP
- Categorization, summarization, chronic complaint identification based on deep learning
- Relational keyword, meaning analysis
- Reduced counseling report-making time upon synchronization with counseling APP
Systematic counseling quality management
- Full-scale assessment using 10 indexes from LOTTE Innovate QPI (compliant with Korean Standards Association's standards)
- Management of counseling quality fluctuation by team/individual
- Analysis of weaknesses in terms of hospitality
- Check out AiNSWER's real references
Lotte ON
Lotte Mart
Lotte Department Store
Lotte Global Logistics
Product/stock/refund/event inquiries/store connection etc.
※ Separate *VMS for Lotte Global Logistics,
e-Commerce
※ Separate *VMS for Lotte Global Logistics,
e-Commerce
※ VMS (Voice Message System) : Callback service (voice → text → reply by SMS)
※ VMS (Voice Message System) :
Callback service (voice → text → reply by SMS)
Callback service (voice → text → reply by SMS)
Lotte Duty Free
7-Eleven
Lotte Chilsung Beverage
Lotte E&C
Product/stock/refund/event inquiry/store connection etc.
Sale/subscription/schedule/defect inquiries etc.
Lotte E&C
Sale/subscription/schedule/defect inquiries etc.
Lotte Members
Lotte Cinema
Lotte World
PS Net (7-Eleven Korea)
Event/service inquiries etc.
- Any questions?
-
Please don’t hesitate to post your questions.
We’ll do our best to reply as soon as possible.