论文标题
SmartSales：销售脚本提取和销售ChatLog分析
SmartSales: Sales Script Extraction and Analysis from Sales Chatlog
论文作者
论文摘要
在现代销售应用程序中，自动脚本提取和管理大大减少了人工收集成功销售脚本的需求，这在很大程度上提高了销售的成功率，并且可以在整个销售团队中共享。在这项工作中，我们介绍了Smartsales系统，以服务销售代表和经理，以获得大规模销售Chatlog的销售见解。 SmartSales由三个模块组成：1）客户经常询问的问题（FAQ）提取旨在通过从Chatlog中收集高质量的客户问答案对来丰富FAQ知识库。 2）客户反对响应有助于销售人员找出典型的客户反对意见和相应的获胜销售脚本，并为某些客户反对寻找适当的销售响应。 3）销售经理仪表板帮助销售经理监视特定的销售代表或团队是否遵循销售标准操作程序（SOP）。提出的原型系统受到最先进的对话智能技术的授权，并一直在腾讯云上运行，以服务于几个不同领域的销售团队。
In modern sales applications, automatic script extraction and management greatly decrease the need for human labor to collect the winning sales scripts, which largely boost the success rate for sales and can be shared across the sales teams. In this work, we present the SmartSales system to serve both the sales representatives and managers to attain the sales insights from the large-scale sales chatlog. SmartSales consists of three modules: 1) Customer frequently asked questions (FAQ) extraction aims to enrich the FAQ knowledge base by harvesting high quality customer question-answer pairs from the chatlog. 2) Customer objection response assists the salespeople to figure out the typical customer objections and corresponding winning sales scripts, as well as search for proper sales responses for a certain customer objection. 3) Sales manager dashboard helps sales managers to monitor whether a specific sales representative or team follows the sales standard operating procedures (SOP). The proposed prototype system is empowered by the state-of-the-art conversational intelligence techniques and has been running on the Tencent Cloud to serve the sales teams from several different areas.
