近年来，随着我国互联网的高速发展、科技在金融行业的不断创新、国家政 策的有力支持，给消费金融企业带来了巨大商机，与此同时也给以呼叫中心为核 心的业务发展提供了前所未有的上升空间和激烈挑战。当前互联网消费金融企业 的业务开展主要是以呼叫中心为主导，经过多年的呼叫中心信息化建设，互联网 消费金融企业的呼叫中心已经逐渐形成符合自身发展的业务模式，并且有效的运 用到整个企业的运营管理当中。但随着国家监管力度加强、宏观经济环境逐渐放 缓，消费金融企业在开展呼叫中心业务的实际过程中先后出现了人力成本过高、 客服效率偏低、不合规、不合法的现象频发等诸多问题，导致公司整体业绩的停 滞甚至是下滑。如何提高呼叫中心在消费金融企业管理当中的运营能力、提升企 业利润、增强企业核心竞争力，就成为了企业呼叫中心业务管理中急需解决的一 个重要问题。 本文以深圳小牛分期公司呼叫中心业务管理优化为研究对象，在相关理论的 基础上，首先介绍了小牛分期呼叫中心组成的整体框架（包括呼叫中心业务构成、 平台系统架构、组织结构情况、业务运营模式）及其目前业务管理的现状和困境； 然后利用相关的调研方法并结合当前的业务管理现状和困境，通过选取企业外部 客户、呼叫中心使用人员、呼叫中心管理人员、呼叫中心IT及后期保障人员， 重点针对呼叫中心五个核心业务部门（客服、电销、审核、催收、质检）存在的 相关业务管理问题及潜在需求进行深入调研；最后，根据调研结果的分析和结论， 提出了引入人工智能技术打造具有智能语音功能的呼叫中心技术平台，并通过呼 叫中心流程管理、品质管理、人员管理三个方面分别进行升级改造，最终带动整 个呼叫中心业务管理优化的解决方案。 本文研究结论对于小牛分期呼叫中心业务管理具有现实意义，不仅提高了呼 叫中心客服效率、降低了人力成本、满足了监管部门的合规要求，并且也为智能 语音技术在互联网金融企业呼叫中心业务管理长远发展奠定了基础。 关键词：呼叫中心，智能语音，小牛分期 MBA学位论文 作者：熊潜 基于智能语音的小牛分期公司呼叫中心业务管理优化研究 II RESEARCH ON CALL CENTER BUSINESS MANAGEMENT OPTIMIZATION OF AI VOICE-BASED IN NEO CREDIT Abstract In recent years, with the rapid development of the Internet in China, the continuous innovation of science and technology in the financial industry, and the strong support of national policies, it has brought huge business opportunities to consumer financial enterprises. At the same time, it has also provided unprecedented space and fierce challenges for the business development of the core business for call center. At present, the business development of Internet consumer finance enterprises is mainly led by the call center. After years of informatization construction of the call center, the call center of Internet consumer finance enterprises has gradually formed a business development model that conforms to its own development and is effectively applied to the operation management of enterprise. However, As government supervision intensifying and the macroeconomic environment become to be worse more and more, the consumer finance companies begin to face many problems, such as high human cost, low customer service efficiency, frequent non-compliance and illegal phenomena in business operation that cause the company's overall operating profit stagnation or even decline. How to improving the business operation ability of the call center in the management of consumer finance enterprises, increasing the profit of the enterprise and enhancing the core competitiveness of the enterprise that have become an important problem which need to be solved urgently in the business development and operation management of the enterprise call center. Based on the related theories, this paper firstly introduces the overall framework (including platform system architecture, organizational structure and business operation mode) and the current business situation and predicament about Shen Zhen NEO Credit call center. And then to researching the related operational management problems and potential demand of the five call center BU (Custom Service, Telesales, Audit, Collection, QA), using the correlation investigation method and combined with the current business situation and trouble, with enterprise external clients, call center MBA学位论文 作者：熊潜 基于智能语音的小牛分期公司呼叫中心业务管理优化研究 III agent, call center management, and call center IT & Support team. Finally, according to the research results, the paper proposes a solution to build a call center technology platform with AI-Voice technology, and then to upgrade the whole call center architecture (including process management, quality control and HR administration), so as to drive the optimization of the whole call center business management. The conclusion of this paper is of practical significance for the business management of NEO Credit call center. It not only will improve the customer service efficiency of call center, reduce the labor cost, and compliance with the requirements of the supervision department, but also it will be a foundation for the business management of AI voice technology in the call center of Internet financial enterprises. Key word: Call Center, AI-Voice, NEO Credit MBA学位论文 作者：熊潜 基于智能语音的小牛分期公司呼叫中心业务管理优化研究 IV 目录 中文摘要 ..................................................................................................... I Abstract ..................................................................................................... II 目录 .......................................................................................................... IV 第一章 前言............................................................................................... 1 1.1 研究的背景..................................................................................................... 1 1.2 研究的意义..................................................................................................... 2 1.3 研究的内容和思路......................................................................................... 3 1.4 研究的方法和工具......................................................................................... 5 1.4.1 研究方法.................................................................................................. 5 1.4.2 研究工具.................................................................................................. 5 第二章 核心概念及相关理论概述 .......................................................... 7 2.1 核心概念......................................................................................................... 7 2.1.1 智能语音.................................................................................................. 7 2.1.2 呼叫中心.................................................................................................. 8 2.1.3 呼叫中心系统.......................................................................................... 9 2.1.4 呼叫中心运营模式.................................................................................. 9 2.1.5 多渠道综合管理中心............................................................................ 10 2.2 相关理论概述............................................................................................... 11 2.2.1 呼叫中心相关理论概述........................................................................ 11 2.2.2 智能语音相关理论概述........................................................................ 12 2.2.3 互联网金融企业相关理论概述............................................................ 14 第三章 小牛分期呼叫中心业务管理现状及困境 ................................ 15 3.1 呼叫中心业务构成和组织结构................................................................... 15 3.1.1呼叫中心业务构成................................................................................. 15 MBA学位论文 作者：熊潜 基于智能语音的小牛分期公司呼叫中心业务管理优化研究 V 3.1.2 呼叫中心组织结构................................................................................ 17 3.2呼叫中心平台及其和业务关系.................................................................... 18 3.2.1呼叫中心平台应用服务......................................................................... 18 3.2.2呼叫中心平台系