Ukuguqulela umxholo we-voicebot kunye ne-IVR ngempumelelo akusiyonto yokuguqula izivakalisi ngqo-ngqo kuphela, koko kukuyila umyalezo ukuze uqondwe kwangoko nje xa uviwe kube kanye. Umthengi akasiboni isikrini, akanakuwuskena umbhalo ngamehlo, yaye amaxesha amaninzi usebenza phantsi koxinzelelo lwexesha, ngoko kubalulekile ukulula, isingqisho, imiyalelo ecacileyo nesandi sendalo. Uguqulelo olulungiswe kakuhle lusuka kwisiNgesi luye kwisiPolish, isiJamani, isiUkraine okanye isiFrentshi kufuneka lukhokhelele umsebenzisi inyathelo ngenyathelo, hayi ukumshiya eqikelela ukuba makathini.
Kutheni ukuguqulela kwi-voicebot nakwi-IVR kulukhethekileyo?
Umxholo we-voicebot, i-call center nenkqubo ye-IVR ilawulwa yimigaqo eyahlukileyo kunezihloko, iinkcazo zeemveliso okanye nechatbot. Kwiintetho zelizwi, umsebenzisi uva umxholo ngokulandelelana ukusuka ekuqaleni ukuya ekugqibeleni. Akanakubuyela ngamehlo kwisivakalisi esidlulileyo okanye akhawuleze afumane olona lwazi lubalulekileyo kumhlathi. Ukuba umyalezo mde kakhulu, ugcwele iinkcukacha, okanye uguqulelwe ngqo-ngqo, umthengi uyadideka lula.
Yiloo nto kuthotyelwa ukuba akwaneli nje umguquleli oqhelekileyo wesiNgesi okanye uguqulelo lwesiNgesi nesiPolish olwenziwe igama ngegama. Kufuneka kube liguqulelo elithathela ingqalelo:
- isantya sentetho nendlela yokuphefumla kwisivakalisi,
- ulandelelwano lolwazi,
- ukuba kulula ukuqonda emva kokuphulaphula kube kanye,
- izithethe zolwimi zasekuhlaleni,
- ukuhambelana kwethoni yebhrendi kuwo onke amajelo oncedo.
Kulapha kanye apho izisombululo ezikuvumela ukuseta iprofayile yenguqulelo ngokusesikweni zisebenza kakuhle kakhulu. I-SmartTranslate.ai ikuvumela ukuba ulungelelanise ishishini, isimbo, ithoni, inqanaba lesikweni, kunye nenqanaba lokulungelelaniswa kwenkcubeko. Oku kunempembelelo ebonakalayo ekubeni umthengi aqonde umyalelo ngaphandle koxinzelelo. Oku kubaluleke ngakumbi xa kuqhutywa ukuguqulela imiyalezo yelizwil okanye ukuguqulela imiyalezo yelizwik kumajelo anelizwi.
Umgaqo ophambili: musa ukuguqulela umbhalo, guqulela isenzo
Eyona mpazamo ixhaphakileyo ekwenzeni i-IVR kukuba iqela lithatha iskripthi esele sikho kulwimi olunye lizame ukusiguqulela 1:1 kwezinye iimarike. Ingxaki kukuba umthengi akafuni “uguqulelo oluthembekileyo” kuphela. Umthengi ufuna ukwazi ukuba makathini ngoku.
Xa ujonga ngeliso lomsebenzisi, kukho imibuzo emithathu ebalulekileyo:
- Ndiphi?
- Ndinokukhetha ntoni?
- Kufuneka ndicofe ntoni okanye ndithethe ntoni?
Ukuba iimpendulo zale mibuzo aziveli ngokukhawuleza nangokucacileyo, umyalezo awusebenzi, nokuba ulwimi lulungile.
Umzekelo womyalezo ongasebenziyo:
„Ukuze ufumane ulwazi olungakumbi malunga nenkxaso yee-odolo kunye nemiba enxulumene nokuhanjiswa, nceda ukhethe ukhetho lwesibini.”
Inguqulelo engcono:
„Ukuze ujongwe iodolo okanye ukuhanjiswa, cinezela u-2.”
Inguqulelo yesibini imfutshane, isendalo ngakumbi, yaye kulula ukuyiqonda ngokuphulaphula. Yiloo ndlela ekufanele ibonakale ngayo uguqulelo olulungileyo lwe-voicebot okanye lwe-IVR, kuquka kwii-call center contact details nakwiinkqubo zonxibelelwano lwe-call centers.
Indlela yokubhala nokuguqulela imiyalezo eqondakala emva kokuphulaphula kube kanye?
1. Beka umyalelo omnye kwisivakalisi esinye
Umhlathi ngamnye kufuneka udlulise isenzo esinye esikhulu. Xa udibanisa iimeko ezininzi, iimeko ezikhethekileyo kunye neendlela ezininzi kwisivakalisi esinye, umsebenzisi ulahlekelwa ngumkhondo.
Endaweni ka:
„Ukuba ufowunela malunga ne-odolo entsha okanye ufuna ulwazi ngeembuyekezo, izikhalazo okanye imeko yokuhanjiswa okwangoku, khetha ukhetho olufanelekileyo kwimenyu.”
Kungcono:
- „Ukuba ufuna ukufaka iodolo, cinezela u-1.”
- „Ukujonga ukuhanjiswa, cinezela u-2.”
- „Ukuxela imbuyekezo okanye isikhalazo, cinezela u-3.”
Oku kubalulekile nokuba usebenza nomguquleli waseJamani, umguquleli isiUkraine-isiPolish, okanye umguquleli wesiNgesi. Ulwakhiwo lomyalezo kufuneka luyilwe ukuze luviwe, hayi ukuze kufundwe.
2. Kuqala isibonelelo okanye injongo, emva koko isenzo
Umsebenzisi usabela ngokukhawuleza xa kuqala esiva isihloko esimchaphazelayo. Yiyo loo nto isakhiwo esisebenzayo sihlala sithi: umba → isenzo.
Umzekelo:
„Ukuze uthethe nomcebisi, cinezela u-0.”
Endaweni ka:
„Cinezela u-0 ukuze uthethe nomcebisi.”
Zombini zilungile, kodwa eyokuqala ihlala ilula ngakumbi xa isetyenziselwa inkonzo yelizwi, kuba umthengi uqala ave ukuba kuthethwa ngomcebisi, emva koko afumane into amakayenze.
3. Phepha amagama asezincwadini okanye asemthethweni kakhulu
Ulwimi lwe-IVR kufuneka luvakale lwendalo. Ulwimi olusesikweni kakhulu, olufana nolusetyenziswa kwizincwadi ezisemthethweni okanye kwiimithetho, lunciphisa ukuqondakala.
Endaweni ka:
- „ngenjongo yokwenza unxibelelwano”
- „ukuqinisekisa iinkcukacha”
- „siyakucela ukuba wenze ukhetho”
kungcono usebenzise:
- „ukuze uqhagamshelwe”
- „ukuqinisekisa iinkcukacha”
- „khetha”
Oku kubaluleke ngakumbi kwiiprojekthi ngeelwimi ezininzi. Ukuguqulela ngqo ukusuka kulwimi lomthombo kuhlala kwandisa ubuxoki besandi somyalezo. Akukhathaliseki nokuba usebenzisa inkqubo efana nokuguqulela isingesi-isiPolish okanye ulungiselela inguqulelo ngoncedo lwengcali efana ne tlumacz francusko pol — isiphumo sokugqibela kufuneka sivakale njengentetho yendalo, hayi njengoguqulelo loxwebhu.
4. Nciphisa amanani, amagama nezilandelelwano
Umxholo welizwi awuphathi kakuhle amanani amade, iikhowudi ezinzima namagama amade kakhulu. Ukuba kufuneka unikeze isazisi okanye inombolo yetyala, yahlula ibe ngamaqela amafutshane uze uchaze ukuba umthengi kufuneka aphulaphule ntoni.
Umzekelo:
„Lungiselela inombolo ye-odolo. Linani elineedijithi ezisibhozo.”
okanye
„Nika inombolo yomthengi. Kuqala oonobumba ababini, emva koko iidijithi ezintandathu.”
Ukuba kwiskripthi somthombo ezi zinto zibhalwe ngendlela engacocekanga, ukuguqulelwa kwayo ukusuka kwisiNgesi ukuya kwisiPolish kufuneka kuthathelwe ingqalelo hayi inguqulelo kuphela, kodwa nendlela yokupakisha ulwazi.
5. Qwalasela isingqisho nobude besiqendu
Umyalezo ovakala kakuhle udla ngokungena kwisifundo esinye esingena ngokuphefumla okukodwa kwelizwi lomntu okanye kwisenzi-sandi. Izivakalisi ezinde kakhulu zenza ukuba umsebenzisi “ahambe” phakathi kwesivakalisi. Xa usebenza nge-voicebot, kuluncedo ukufunda umbhalo ngokuvakalayo sele usekwinqanaba lokuhlela. Ukuba isivakalisi kunzima ukusitsho ngokutyibilikayo, kusenokwenzeka ukuba siya kuba nzima nokuqonda.
Iingcebiso ezisebenzayo:
- isivakalisi esinye = isigqibo esinye,
- ukhetho olunye lwemenyu = umgca omnye omfutshane,
- igama elibalulekileyo malivele kwangethuba,
- phepha izithintelo ezingeyomfuneko nezivakalisi ezinamacandelo amaninzi kakhulu.
Indlela yokuguqulela izikripthi ze-IVR kwiilwimi ezahlukeneyo ngaphandle kokuphulukana nentsingiselo?
Iinkampani ezininzi zicinga ukuba kuba zineskripthi esilungileyo ngesiPolish okanye ngesiNgesi, kwanele ukuvula umguquleli ka-DeepL okanye enye injini baze bagqibe. Enyanisweni, olo guqulelo lokuqala luyanceda, kodwa kunqabile ukuba lulungele ngoko nangoko ukusebenza kumajelo anelizwi. I-voicebot ifuna ulungelelwaniso lwasekuhlaleni, hayi uguqulelo nje kuphela.
Nantsi into ekufuneka uyilumkele xa uguqulela kwiilwimi ezahlukeneyo:
Ulandelelwano lolwazi
Kwiilwimi ezahlukeneyo, indlela yendalo yokwakha isivakalisi kunye nomyalelo wokuqamba imiyalelo yahlukile. Ukukopa ulwakhiwo lwesiNgesi ngqo kudla ngokungavakali kakuhle ngesiPolish, ngesiJamani okanye ngesiUkraine.
Inqanaba lobunewunewu
Kwezinye iishishini kusebenza ngcono ithoni yobungcali, kwezinye ilula kwaye ikhululekile kancinci. Ibhanki ithetha ngendlela eyahlukileyo, inkampani yokuhambisa ibetha ngendlela eyahlukileyo, kwaye iqonga le-e-commerce nalo linendlela yalo.
Iindidi zolwimi zengingqi
Ukuba usebenza kwiimarike ezininzi, akunelanga ukubhala nje “isiNgesi” okanye “isiSpanish”. Umahluko phakathi kwe-en-gb ne-en-us okanye i-es-es ne-es-mx uchaphazela isigama, indlela yokubhekisa kumthengi kunye nokulindelweyo kwendawo. I-SmartTranslate.ai ixhasa malunga neelwimi ezili-220 kunye neentlobo zengingqi, nto leyo eyenza kube lula ukwakha iinguqulelo ezihambelanayo nezendalo.
Ukulungelelaniswa kwenkcubeko
Amanye amabinzana entlonipho, iindlela ezimfutshane zokucinga okanye iindlela zokucela isenzo zinokusebenza kakuhle kwilizwe elinye kodwa zingasebenzi kwelinye. Kwimiyalezo yelizwi, loo mahluko uviwa kwangoko.
Inkqubo esebenzayo yokuguqulela umxholo we-voicebot kunye ne-infoline
Ukuze uphephe ukulungisa emva kokuphunyezwa, kungcono usebenze ngendlela ehleliweyo.
Inyathelo 1: Qala ngenjongo yomyalezo ngamnye
Ngaphambi kokuba ucele uguqulelo, chaza umsebenzi wesivakalisi ngasinye. Ngaba kufuneka sihambise umnxeba kwisebe? Siqokelele idatha? Sithomalalise umthengi? Sazise ixesha lokulinda? Umguquleli oyaziyo injongo wenza umyalezo ongcono.
Inyathelo 2: Coca umbhalo womthombo
Ukuba iskripthi sokuqala side kakhulu, akukho guquleli wesiNgesi okanye umguquleli waseJamani onokusilungisa ngenguqulelo kuphela. Qala uyenze lula into yokuqala:
- susa ukuphindaphinda,
- ahlule imiyalezo enzima,
- susa izilumkiso zomthetho ezingeyomfuneko kwindlela ephambili,
- shiya kuphela into efunekayo ukuze kuthathwe inyathelo elilandelayo.
Inyathelo 3: Misela iprofayile yethoni nobunewunewu
Oku kubaluleke kakhulu kunxibelelwano lwamazwe ngamazwe. Ibhrendi enye ingafuna ukuthetha ngendlela esesikweni kwicandelo lezemali, kodwa ngendlela yendalo ngakumbi kwintengiso yokuthenga. I-SmartTranslate.ai ikuvumela ukuba uchaze iprofayile yenguqulelo ngokobunjani bethoni, isimbo kunye nenqanaba lokulungelelaniswa kwenkcubeko, ukuze imiyalezo ingabi nokungahambelani phakathi kweenxalenye ezahlukeneyo.
Inyathelo 4: Yivavanye ngelizwi, hayi esikrinini kuphela
Umyalezo we-IVR kufuneka uphulaphulwe. Kungcono ukwenza oku kwiinguqulelo ezininzi:
- ifundwe ngumntu,
- idlalwe yi-synthesizer yelizwi,
- ngesantya esifanelekileyo sokufowuna.
Rhoqo isivakalisi esibonakala silungile kuxwebhu siphela side kakhulu okanye singavakali kakuhle xa siphulaphuliwe.
Inyathelo 5: Jonga iimpazamo ngeliso lomsebenzisi
Musa ukubuza kuphela ukuba uguqulelo “luchanekile” na. Buza:
- ingaba umthengi uza kuqonda into amakayenze,
- ingaba uyazi ukuba kufuneka asabele nini,
- ingaba uzikhumbula iindlela zokukhetha emva kokuba ezivile,
- ingaba akaziva engxamile okanye exinenwe.
Imizekelo: indlela yokuphucula iinguqulelo ze-IVR ne-voicebot
Umzekelo 1: uguqulelo olusondele kakhulu kumbhalo
Okwangoku: „For all other inquiries, please select the appropriate option from the following menu.”
Inguqulelo ebuthathaka: „W przypadku wszelkich innych zapytań prosimy wybrać odpowiednią opcję z następującego menu.”
Inguqulelo engcono: „Kwezinye izicelo, khetha ukhetho olufanelekileyo kwimenyu.”
Kutheni isebenza ngcono? Mfutshane, ilula, yaye ivakala ngokwendalo xa ithethwa.
Umzekelo 2: akukho senzo sicacileyo
„Ulwazi malunga neentlawulo lufumaneka phantsi kokhetho lwesithathu.”
Inguqulelo engcono: „Ukuze ujongwe intlawulo, cinezela u-3.”
Umthengi akadingi inkcazelo eninzi; ufuna umyalelo ocacileyo.
Umzekelo 3: uxinzelelo lolwazi
„Ukuba ufuna ukufaka isikhalazo malunga nemveliso ethengwe evenkileni yethu ye-intanethi kwiintsuku ezingamashumi amathathu ezidlulileyo zekhalenda, khetha ukhetho lwesine.”
Inguqulelo engcono: „Ukuze uxele isikhalazo, cinezela u-4.”
Iimeko ezongezelelweyo zinokunikwa kamva, xa umsebenzisi sele efikile kwindlela efanelekileyo.
Umzekelo 4: iprojekthi ngeelwimi ezininzi
Inkampani isebenza ePoland, eJamani naseUkraine. Ifuna imiyalezo ehambelanayo kwii-infoline kunye ne-voicebot. Kwimeko enjalo, umguquleli polski-ukraiński okanye umguquleli ukraiński-polski akonelanga ukuba wonke umntu asebenze ngaphandle kweprofayile yebhrendi efanayo. Kufuneka kubekho ulawulo lwethoni, isigama nolwakhiwo lweskripthi. Ngokufanayo, xa umxholo kufuneka ulungiswe ngumguquleli waseJamani okanye liqela elenza ukuguqulela ukusuka kwisiNgesi ukuya kwisiPolish lize lenze nezinye iinguqulelo, kulula ukuvela isiphithiphithi: inguqulelo enye iza kuba sesikweni, enye ifutshane, eyesithathu ibe sesikweni kakhulu.
Ezona mpazamo zixhaphakileyo ekuguquleleni imiyalezo yelizwi
- Ngqo-ngqo ngaphezu kokuqondakala – umbhalo uthembekile kwimvelaphi, kodwa uvakala ungeyondalo.
- Intshayelelo ende kakhulu – umthengi ulinde umyalelo ocacileyo, kodwa ufumana isingeniso sentengiso.
- Ukhetho oluninzi kakhulu ngaxeshanye – umsebenzisi akakhumbuli imenyu enezinto ezi-7–9.
- Ukunqongophala kokuhambelana phakathi kweelwimi – ibhrendi enye ivakala ngokwahlukileyo kwimarike nganye.
- Ithoni engafanelekiyo – umyalezo uqine kakhulu okanye ukhululekile kakhulu kunokuba kufanelekile kwicandelo.