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고객센터를 통한 고객지식 확보 전략: 음성인식기술의 적용 사례
A Study on Customer Knowledge Acquisition Strategy via a Customer Center: A Case of Voice Recognition Technology Application
홍병선 ( Byoung Sun Hong ) , 고준 ( Joon Koh )
UCI I410-ECN-0102-2018-300-004212368

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers’ needs by ensuring customers’ access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

[자료제공 : 네이버학술정보]
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