Compute
Elastic Cloud Server
Huawei Cloud Flexus
Bare Metal Server
Auto Scaling
Image Management Service
Dedicated Host
FunctionGraph
Cloud Phone Host
Huawei Cloud EulerOS
Networking
Virtual Private Cloud
Elastic IP
Elastic Load Balance
NAT Gateway
Direct Connect
Virtual Private Network
VPC Endpoint
Cloud Connect
Enterprise Router
Enterprise Switch
Global Accelerator
Management & Governance
Cloud Eye
Identity and Access Management
Cloud Trace Service
Resource Formation Service
Tag Management Service
Log Tank Service
Config
OneAccess
Resource Access Manager
Simple Message Notification
Application Performance Management
Application Operations Management
Organizations
Optimization Advisor
IAM Identity Center
Cloud Operations Center
Resource Governance Center
Migration
Server Migration Service
Object Storage Migration Service
Cloud Data Migration
Migration Center
Cloud Ecosystem
KooGallery
Partner Center
User Support
My Account
Billing Center
Cost Center
Resource Center
Enterprise Management
Service Tickets
HUAWEI CLOUD (International) FAQs
ICP Filing
Support Plans
My Credentials
Customer Operation Capabilities
Partner Support Plans
Professional Services
Analytics
MapReduce Service
Data Lake Insight
CloudTable Service
Cloud Search Service
Data Lake Visualization
Data Ingestion Service
GaussDB(DWS)
DataArts Studio
Data Lake Factory
DataArts Lake Formation
IoT
IoT Device Access
Others
Product Pricing Details
System Permissions
Console Quick Start
Common FAQs
Instructions for Associating with a HUAWEI CLOUD Partner
Message Center
Security & Compliance
Security Technologies and Applications
Web Application Firewall
Host Security Service
Cloud Firewall
SecMaster
Anti-DDoS Service
Data Encryption Workshop
Database Security Service
Cloud Bastion Host
Data Security Center
Cloud Certificate Manager
Edge Security
Managed Threat Detection
Blockchain
Blockchain Service
Web3 Node Engine Service
Media Services
Media Processing Center
Video On Demand
Live
SparkRTC
MetaStudio
Storage
Object Storage Service
Elastic Volume Service
Cloud Backup and Recovery
Storage Disaster Recovery Service
Scalable File Service Turbo
Scalable File Service
Volume Backup Service
Cloud Server Backup Service
Data Express Service
Dedicated Distributed Storage Service
Containers
Cloud Container Engine
SoftWare Repository for Container
Application Service Mesh
Ubiquitous Cloud Native Service
Cloud Container Instance
Databases
Relational Database Service
Document Database Service
Data Admin Service
Data Replication Service
GeminiDB
GaussDB
Distributed Database Middleware
Database and Application Migration UGO
TaurusDB
Middleware
Distributed Cache Service
API Gateway
Distributed Message Service for Kafka
Distributed Message Service for RabbitMQ
Distributed Message Service for RocketMQ
Cloud Service Engine
Multi-Site High Availability Service
EventGrid
Dedicated Cloud
Dedicated Computing Cluster
Business Applications
Workspace
ROMA Connect
Message & SMS
Domain Name Service
Edge Data Center Management
Meeting
AI
Face Recognition Service
Graph Engine Service
Content Moderation
Image Recognition
Optical Character Recognition
ModelArts
ImageSearch
Conversational Bot Service
Speech Interaction Service
Huawei HiLens
Video Intelligent Analysis Service
Developer Tools
SDK Developer Guide
API Request Signing Guide
Terraform
Koo Command Line Interface
Content Delivery & Edge Computing
Content Delivery Network
Intelligent EdgeFabric
CloudPond
Intelligent EdgeCloud
Solutions
SAP Cloud
High Performance Computing
Developer Services
ServiceStage
CodeArts
CodeArts PerfTest
CodeArts Req
CodeArts Pipeline
CodeArts Build
CodeArts Deploy
CodeArts Artifact
CodeArts TestPlan
CodeArts Check
CodeArts Repo
Cloud Application Engine
MacroVerse aPaaS
KooMessage
KooPhone
KooDrive

Typical Scenario: Configuring AI Inspection Tasks

Updated on 2025-01-23 GMT+08:00

Prerequisites

  • You have set positions for employees involved in AI inspection on the Configuration Center > Employee Center > Employee page.

    The titles and corresponding operations are as follows:

    • Inspection Supervisor: allocates an agent appeal application to an inspector.
    • Inspector: performs the second inspection based on the AI inspection result.
    • Agent Director: reviews the appeal application submitted by an agent.
    • Agents: provides call records for inspection and files possible appeals.
    NOTICE:

    You have synchronized the preceding personnel titles to the AI inspection engine (currently, a third-party AI inspection engine).

    By default, the AICC synchronizes information to the AI inspection engine every 10 minutes. If the information modified in the AICC is required, wait for 10 minutes before performing operations.

  • You have configured Platform Role for the involved inspectors and agents on the Configuration Center > Employee Center > Agent Management page.

Context

After the tenant space is enabled, the administrator needs to configure the following items for the AICC to execute AI inspection tasks.

Figure 1 Configuration flow

Scenario Description

The following AI inspection scenarios and sample inspection plans are specified in a call center:

  • Points are deducted if an agent does not begin with a self-introduction.
  • Points are deducted if agent statements contain abusive words during a call.
  • Points are deducted if an agent pauses for more than 5 seconds during a call without telling a customer "Please wait".
  • Points are deducted if an agent interrupts a customer during a call.
  • All call records are inspected intelligently and 5% of them are inspected manually.
  • The rating items for manual sample inspection are the same as those for manual post-event inspection.

Procedure

  1. Configure semantics and keywords.

    1. Choose Configuration Center > Quality Management > Sentence.
    2. Add the following tags by referring to Managing Sentences.
      Table 1 Configuring semantics and keywords

      Tag Name

      Tag Type

      Description

      Self-introduction at the beginning

      Semantics

      Hello, this is agent ABC of the XXX call center.

      Sensitive words

      Keyword

      Use commas (,) to separate multiple sensitive words.

      Waiting prompt

      Semantics

      Please wait.

      Please wait a moment.

      Please hold on.

  2. Configure sentences.

    1. Choose Configuration Center > Quality Management > Sentence.
    2. Click Create Sentence in the upper right corner to add a sentence for each of the three tags in the previous step. For details, see Managing Sentences.
    3. Click Training Quality Inspection Model in the upper right corner to train semantics, keywords, and related configurations.

  3. Configuring inspection rules.

    1. Add a dialog rule by referring to Configuring Dialog Rules.

      Based on the scenario, you can add two dialog rules. One is used to check whether an agent begins with a self-introduction, and the other is used to check whether sensitive words are contained in a call.

      The following uses the rule Introduction at the call beginning as an example.

      During the configuration, pay attention to the following points:

      • Scoring Method and Implementation Mode: used to configure whether the rule is mandatory for compliance and whether the score is deducted when the rule logic is met.

        For example, if Scoring Method and Implementation Mode are set to Deducted point and This rule is mandatory for compliance, respectively, the rule is mandatory for compliance and no point is added or deducted when its logic is met. When its logic is not met, points are deducted. Similarly, if Scoring Method and Implementation Mode are set to Added point and This rule is forbidden for compliance., respectively, the rule is forbidden for compliance and no point is added or deducted when its logic is not met. When its logic is met, points are added.

      • Number of Matched Dialog Logic: The current rule is met only when a specified number of logics are successfully matched in the rule. Occurrence in the Dialog Logic area: The logic is met only when it occurs for the number of specified times.
      • Configure the optional items properly, including Description and Trigger Condition. If these items are not configured, the inspection rule cannot be associated in subsequent configuration due to incompleteness.
    2. Add a silence rule by referring to Configuring Silence Rules, as shown in the following figure.

  4. Configure an inspection rating rule. For details, see Configuring Inspection Rating Rules.
  5. Configure a business scenario.

    1. For details, see Configuring Business Scenarios.

      In the preceding configuration, Inspection Rule for Sensitive Word specifies whether to display sensitive word violations in inspection reports. Currently, the AICC does not rate sensitive words. For details about how to configure sensitive words, see Managing Sentences.

    2. On the Business Scenario page, click Enable next to the new business scenario.

  6. Configure a sample inspection plan. For details, see Configuring Sample Inspection Plans.

    NOTICE:

    If no inspector or agent is available, check whether the corresponding titles in Prerequisites have been added for the employees.

Follow-up Procedure

After operations in 5 are complete, the administrator can view the AI inspection result by referring to Viewing AI Inspection Results.

After the operation in 6 is complete, the inspector can execute the inspection task by referring to Creating Sample Inspection Tasks.

We use cookies to improve our site and your experience. By continuing to browse our site you accept our cookie policy. Find out more

Feedback

Feedback

Feedback

0/500

Selected Content

Submit selected content with the feedback