{"id":10322,"date":"2026-02-18T16:47:15","date_gmt":"2026-02-18T14:47:15","guid":{"rendered":"https:\/\/novatalks.ai\/?p=10322"},"modified":"2026-02-18T16:49:59","modified_gmt":"2026-02-18T14:49:59","slug":"novatalks-insights-1000-dialogues-hidden-insights","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/az\/blog\/novatalks-insights-1000-dialogues-hidden-insights\/","title":{"rendered":"NovaTalks Insights: 1000 S\u00f6hb\u0259t \u2013 D\u0259y\u0259rli M\u0259lumatlar\u0131 Ayd\u0131nlad\u0131r"},"content":{"rendered":"\n

Ke\u00e7\u0259n ay biz m\u00fc\u015ft\u0259ril\u0259rimizd\u0259n birinin min s\u00f6hb\u0259tini t\u0259hlil etdik. Kontakt m\u0259rk\u0259zinin r\u0259hb\u0259ri komandas\u0131 haqq\u0131nda yax\u015f\u0131 m\u0259lumatl\u0131 oldu\u011funu d\u00fc\u015f\u00fcn\u00fcrd\u00fc: kim \u0259n yax\u015f\u0131 n\u0259tic\u0259l\u0259r g\u00f6st\u0259rir, probleml\u0259r harada ba\u015f verir v\u0259 m\u00fc\u015ft\u0259ri m\u0259mnuniyy\u0259tin\u0259 n\u0259 t\u0259sir edir.<\/p>\n\n\n\n

T\u0259hlilin n\u0259tic\u0259l\u0259ri g\u00f6zl\u0259nilm\u0259z oldu.<\/p>\n\n\n\n

M\u0259lum oldu ki, h\u0259tta t\u0259cr\u00fcb\u0259li agentl\u0259r v\u0259 n\u0259zar\u0259t\u00e7il\u0259r m\u00fc\u0259yy\u0259n n\u00fcmun\u0259l\u0259ri sistemli \u015f\u0259kild\u0259 qa\u00e7\u0131ra bilirl\u0259r. Bu, onlar\u0131n ixtisas\u0131n\u0131n \u00e7at\u0131\u015fmazl\u0131\u011f\u0131ndan deyil \u2014 sad\u0259c\u0259 insan y\u00fczl\u0259rl\u0259 g\u00fcnd\u0259lik s\u00f6hb\u0259tin b\u00fct\u00fcn detallar\u0131 yadda saxlaya bilm\u0259z. S\u00fcni intellekt is\u0259 bunu ed\u0259 bil\u0259r.<\/p>\n\n\n\n

S\u00fcni intellekt \u0259n\u0259n\u0259vi monitorinqin u\u011fursuz oldu\u011fu yerl\u0259rd\u0259 n\u0259 a\u015fkar etdi?<\/strong><\/h2>\n\n\n\n

\u00dcmumi ax\u0131nda it\u0259n t\u0259krarlanan suallar<\/strong>
G\u00fcnd\u0259lik 200\u2013300 sor\u011fu daxil olduqda, agentl\u0259r sor\u011fulara cavab verirl\u0259r v\u0259 probleml\u0259ri h\u0259ll edirl\u0259r. H\u0259r \u015fey i\u015fl\u0259yir kimi g\u00f6r\u00fcn\u00fcr v\u0259 KPI-l\u0259r normal g\u00f6r\u00fcn\u00fcr.<\/p>\n\n\n\n

Lakin avtomatla\u015fd\u0131r\u0131lm\u0131\u015f t\u0259hlil f\u0259rqli bir \u015f\u0259kil g\u00f6st\u0259rdi: bir \u00e7ox m\u00fc\u015ft\u0259ri ilk \u0259laq\u0259d\u0259 h\u0259ll olunmal\u0131 olan suallarla \u015firk\u0259t\u0259 yenid\u0259n m\u00fcraci\u0259t edirdi. Onlar suallar\u0131n\u0131 f\u0259rqli \u015f\u0259kild\u0259 ifad\u0259 edirdil\u0259r, f\u0259rqli vaxtlarda z\u0259ng edirdil\u0259r v\u0259 f\u0259rqli agentl\u0259r\u0259 \u00e7at\u0131rd\u0131lar.<\/p>\n\n\n\n

H\u0259r agent bu suallarla h\u0259ft\u0259d\u0259 yaln\u0131z bir ne\u00e7\u0259 d\u0259f\u0259 qar\u015f\u0131la\u015f\u0131rd\u0131 v\u0259 bunu sistemli problem kimi g\u00f6rm\u00fcrd\u00fc. Amma S\u00fcni \u0130ntellekt b\u00fct\u00fcn m\u0259lumatlar\u0131 birl\u0259\u015fdir\u0259nd\u0259 ayd\u0131n oldu: b\u0259zi prosesl\u0259r v\u0259 ya vebsaytdak\u0131 m\u0259lumatlar m\u00fc\u015ft\u0259ril\u0259r \u00fc\u00e7\u00fcn anla\u015f\u0131lmaz \u015f\u0259kild\u0259 t\u0259qdim olunmu\u015fdu.<\/p>\n\n\n\n

FAQ b\u00f6lm\u0259sini yenil\u0259dikd\u0259n v\u0259 sayt\u0131n m\u0259tnini d\u0259qiql\u0259\u015fdirdikd\u0259n sonra bu m\u00f6vzu il\u0259 ba\u011fl\u0131 sor\u011fular\u0131n say\u0131 yar\u0131ya endi. Komanda m\u00fcr\u0259kk\u0259b sor\u011fular \u00fc\u00e7\u00fcn daha \u00e7ox vaxt qazand\u0131 v\u0259 First Contact Resolution g\u00f6st\u0259ricisi \u0259h\u0259miyy\u0259tli d\u0259r\u0259c\u0259d\u0259 yax\u015f\u0131la\u015fd\u0131.<\/p>\n\n\n\n

Konversiyan\u0131 azaldan skript ifad\u0259l\u0259ri<\/strong>
Keyfiyy\u0259t meneceri m\u00fcnt\u0259z\u0259m olaraq z\u0259ngl\u0259ri dinl\u0259yirdi. G\u00f6r\u00fcn\u00fcrd\u00fc ki, agentl\u0259r skript\u0259 \u0259m\u0259l edir v\u0259 h\u0259r \u015feyi d\u00fczg\u00fcn edir.<\/p>\n\n\n\n

Lakin S\u00fcni \u0130ntellekt analitikas\u0131 maraql\u0131 bir n\u00fcmun\u0259 a\u015fkar etdi: m\u00fc\u0259yy\u0259n etiraz cavablar\u0131 konversiya nisb\u0259tinin azalmas\u0131 il\u0259 \u0259laq\u0259l\u0259ndirilirdi. \u0130fad\u0259l\u0259r d\u00fczg\u00fcn s\u0259sl\u0259nirdi v\u0259 h\u0259tta t\u0259lim materiallar\u0131nda t\u0259sdiql\u0259nmi\u015fdi. Amma reall\u0131qda m\u00fc\u015ft\u0259ri il\u0259 \u00fcnsiyy\u0259td\u0259 g\u00f6r\u00fcnm\u0259z bir mane\u0259 yarad\u0131rd\u0131lar.<\/p>\n\n\n\n

Bu insaytlara \u0259saslanaraq skripti uy\u011funla\u015fd\u0131rd\u0131qdan sonra sat\u0131\u015f n\u0259tic\u0259l\u0259ri \u0259lav\u0259 t\u0259lim v\u0259 ya xarici konsultant c\u0259lb etm\u0259d\u0259n yax\u015f\u0131la\u015fd\u0131.<\/p>\n\n\n\n

Gizli pik y\u00fckl\u0259nm\u0259l\u0259r<\/strong>
\u0130dar\u0259etm\u0259 bilirdi ki, b\u0259zi g\u00fcnl\u0259r z\u0259ngl\u0259rin say\u0131 bir q\u0259d\u0259r \u00e7ox olur. Bu normal d\u0259yi\u015fk\u0259nlik kimi q\u0259bul edilirdi.<\/p>\n\n\n\n

\u018ftrafl\u0131 t\u0259hlil is\u0259 f\u0259rqli bir \u015f\u0259kil g\u00f6st\u0259rdi: m\u00fc\u0259yy\u0259n saatlarda optimal tutumdan ciddi d\u0259r\u0259c\u0259d\u0259 art\u0131q y\u00fck yaran\u0131rd\u0131 v\u0259 b\u0259zi m\u00fc\u015ft\u0259ril\u0259r v\u0259d olunan vaxtda cavab ala bilmirdil\u0259r. Formal olaraq h\u0259ft\u0259lik orta SLA g\u00f6st\u0259ricil\u0259ri h\u0259d\u0259vd\u0259 qalsa da, m\u00fc\u0259yy\u0259n bir m\u00fc\u015ft\u0259ri qrupu sistematik olaraq daha uzun m\u00fcdd\u0259t g\u00f6zl\u0259yirdi. Tap\u0131lm\u0131\u015f n\u00fcmun\u0259l\u0259r\u0259 \u0259sas\u0259n c\u0259dv\u0259ll\u0259ri optimalla\u015fd\u0131rd\u0131qdan sonra xidm\u0259t keyfiyy\u0259ti komandan\u0131 art\u0131rmadan balansla\u015fd\u0131r\u0131ld\u0131.<\/p>\n\n\n\n

Bu biznes \u00fc\u00e7\u00fcn niy\u0259 vacibdir?<\/strong><\/h2>\n\n\n\n

Gizli n\u00fcmun\u0259l\u0259rin a\u015fkar edilm\u0259si \u00f6l\u00e7\u00fcl\u0259 bil\u0259n n\u0259tic\u0259l\u0259r verir:<\/strong><\/p>\n\n\n\n

    \n
  • Daha az t\u0259krar sor\u011fu<\/strong> \u2013 komandan\u0131n i\u015f y\u00fck\u00fc azal\u0131r. M\u00fc\u015ft\u0259ril\u0259r ilk d\u0259f\u0259 \u0259trafl\u0131 cavab ald\u0131qda, agentl\u0259r daha \u00e7ox yeni sor\u011fu il\u0259 m\u0259\u015f\u011ful ola bil\u0259r. Bu \u0259m\u0259liyyat x\u0259rcl\u0259rini azald\u0131r v\u0259 i\u015f\u00e7il\u0259r \u00fcz\u0259rind\u0259 t\u0259zyiqi y\u00fcng\u00fcll\u0259\u015fdirir.<\/li>\n\n\n\n
  • Proses probleml\u0259rinin erk\u0259n a\u015fkarlanmas\u0131<\/strong> CSAT-\u0131 art\u0131rma\u011fa k\u00f6m\u0259k edir, naraz\u0131l\u0131q m\u0259nfi r\u0259yl\u0259r\u0259 \u00e7evrilm\u0259zd\u0259n \u0259vv\u0259l. M\u00fc\u015ft\u0259ril\u0259r f\u0259rqi hiss edirl\u0259r, \u00e7\u00fcnki ilk kontaktdan ba\u015fa d\u00fc\u015f\u00fcl\u00fcrl\u0259r.<\/li>\n\n\n\n
  • \u0130\u015f y\u00fck\u00fcn\u00fcn idar\u0259 olunmas\u0131<\/strong> SLA-n\u0131n davaml\u0131 riay\u0259t edilm\u0259sini t\u0259min edir. Trendl\u0259ri \u0259vv\u0259lc\u0259d\u0259n g\u00f6r\u00fcrs\u00fcn\u00fcz v\u0259 proaktiv \u015f\u0259kild\u0259 reaksiya ver\u0259 bilirsiniz.<\/li>\n<\/ul>\n\n\n\n

    Nec\u0259 i\u015fl\u0259yir?<\/strong><\/h2>\n\n\n\n

    NovaTalks Insights<\/strong> texniki bilik t\u0259l\u0259b etm\u0259y\u0259n m\u00fc\u015ft\u0259ri qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259l\u0259rinin analitik h\u0259llidir.<\/p>\n\n\n\n

    Sistem b\u00fct\u00fcn kanallar\u0131 avtomatik t\u0259hlil edir: s\u0259s z\u0259ngl\u0259ri, \u00e7atlar v\u0259 e-maill\u0259r. 24\/7 i\u015fl\u0259yir. Minl\u0259rl\u0259 sor\u011funuz olsa bel\u0259, h\u0259r \u015fey tam \u015f\u0259kild\u0259 i\u015fl\u0259nir \u2014 bo\u015fluqsuz.<\/p>\n\n\n\n

    Siz haz\u0131r istifad\u0259 edil\u0259 bil\u0259n insaytlar al\u0131rs\u0131n\u0131z. Saatlarla transkript oxumaq \u0259v\u0259zin\u0259, ayd\u0131n n\u0259tic\u0259l\u0259r g\u00f6r\u00fcrs\u00fcn\u00fcz: n\u0259yi optimalla\u015fd\u0131rmaq laz\u0131md\u0131r, hans\u0131 texnikalar \u0259n yax\u015f\u0131 i\u015fl\u0259yir v\u0259 m\u00fc\u015ft\u0259ri m\u0259mnuniyy\u0259tin\u0259 risk haradad\u0131r.<\/p>\n\n\n\n

    M\u0259tn v\u0259 S\u0259s Analitikas\u0131n\u0131n Birl\u0259\u015fdirilm\u0259si<\/strong><\/h2>\n\n\n\n

    \u018fks\u0259r h\u0259ll\u0259r ya m\u0259tn, ya da s\u0259s il\u0259 i\u015fl\u0259yir. Biz h\u0259r ikisini t\u0259hlil edirik. M\u0259tn analitikas\u0131 m\u00f6vzular\u0131 v\u0259 n\u00fcmun\u0259l\u0259ri m\u00fc\u0259yy\u0259n edir. S\u0259s analitikas\u0131 emosional kontekst \u0259lav\u0259 edir \u2014 ton, pauzalar, intonasiya \u2014 m\u0259tnl\u0259 g\u00f6r\u00fcnm\u0259y\u0259n elementl\u0259r.<\/p>\n\n\n\n

    \u0130stifad\u0259si asan interfeys<\/strong>
    Sistem contact center menecerl\u0259ri, keyfiyy\u0259t menecerl\u0259ri v\u0259 t\u0259lim\u00e7il\u0259r \u00fc\u00e7\u00fcn n\u0259z\u0259rd\u0259 tutulub \u2014 g\u00fcnd\u0259lik \u0259m\u0259liyyat m\u0259lumatlar\u0131 il\u0259 i\u015fl\u0259y\u0259n q\u0259rarvericil\u0259r \u00fc\u00e7\u00fcn. Data analitiki v\u0259 ya IT m\u00fct\u0259x\u0259ssisi olma\u011fa ehtiyac yoxdur.<\/p>\n\n\n\n

    Bu h\u0259ll kiml\u0259r \u00fc\u00e7\u00fcnd\u00fcr?<\/strong><\/h2>\n\n\n\n

    NovaTalks Insights<\/strong> y\u00fcks\u0259k h\u0259cimli m\u00fc\u015ft\u0259ri qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259l\u0259rini idar\u0259 ed\u0259n v\u0259 standart metrikl\u0259rin kifay\u0259t etm\u0259diyini anlayan \u015firk\u0259tl\u0259r \u00fc\u00e7\u00fcn haz\u0131rlanm\u0131\u015fd\u0131r.<\/p>\n\n\n\n

    M\u0259hsul x\u00fcsusil\u0259 faydal\u0131d\u0131r:<\/p>\n\n\n\n

      \n
    • Contact center-l\u0259r<\/strong> (10\u201320+ agent) effektivliyi x\u0259rcl\u0259ri m\u00fct\u0259nasib art\u0131rmadan art\u0131rmaq ist\u0259y\u0259nl\u0259r \u00fc\u00e7\u00fcn<\/li>\n\n\n\n
    • Banklar v\u0259 maliyy\u0259 institutlar\u0131<\/strong>, kommunikasiya n\u0259zar\u0259ti, erk\u0259n risk a\u015fkarlanmas\u0131 v\u0259 real m\u00fc\u015ft\u0259ri ehtiyaclar\u0131n\u0131n ba\u015fa d\u00fc\u015f\u00fclm\u0259si kritikdir<\/li>\n\n\n\n
    • E-ticar\u0259t v\u0259 p\u0259rak\u0259nd\u0259 \u015firk\u0259tl\u0259r<\/strong>, g\u00fcnd\u0259 y\u00fczl\u0259rl\u0259 sor\u011fu emal ed\u0259n v\u0259 m\u00fc\u015ft\u0259ri davran\u0131\u015f\u0131ndak\u0131 d\u0259yi\u015fiklikl\u0259r\u0259 s\u00fcr\u0259tl\u0259 reaksiya verm\u0259li olanlar<\/li>\n\n\n\n
    • Telekom \u015firk\u0259tl\u0259ri<\/strong>, m\u00fc\u015ft\u0259ri saxlama yeni m\u00fc\u015ft\u0259ri c\u0259lb etm\u0259d\u0259n daha vacibdir<\/li>\n\n\n\n
    • Xidm\u0259t v\u0259 \u00e7atd\u0131r\u0131lma \u015firk\u0259tl\u0259ri<\/strong>, \u00fcnsiyy\u0259t keyfiyy\u0259ti t\u0259krar al\u0131\u015flar v\u0259 t\u00f6vsiy\u0259l\u0259r\u0259 birba\u015fa t\u0259sir edir<\/li>\n<\/ul>\n\n\n\n

      \u018fg\u0259r b\u0259zi probleml\u0259rin olaca\u011f\u0131n\u0131 \u015f\u00fcbh\u0259l\u0259nirdiniz, amma t\u0259sdiq yox idi \u2014 NovaTalks Insights<\/strong> bunlar\u0131 r\u0259q\u0259ml\u0259rl\u0259 g\u00f6st\u0259r\u0259c\u0259k.<\/p>\n\n\n\n

      Proses d\u0259yi\u015fiklikl\u0259rini \u0259sasland\u0131rmaq \u00fc\u00e7\u00fcn arqumentl\u0259r\u0259 ehtiyac\u0131n\u0131z varsa, sistem q\u0259rar q\u0259bul etm\u0259y\u0259 d\u0259st\u0259k ver\u0259n m\u0259lumat t\u0259qdim edir.<\/p>\n\n\n\n

      Daha \u00e7ox g\u00f6rm\u0259y\u0259 ba\u015flay\u0131n<\/strong><\/h2>\n\n\n\n

      H\u0259r m\u00fc\u015ft\u0259ri s\u00f6hb\u0259ti proses effektivliyi, m\u0259hsul keyfiyy\u0259ti v\u0259 real m\u00fc\u015ft\u0259ri ehtiyaclar\u0131 haqq\u0131nda d\u0259y\u0259rli m\u0259lumat ehtiva edir. D\u00fczg\u00fcn al\u0259t olmadan, bu m\u0259lumat g\u00fcnd\u0259lik sor\u011fular ax\u0131n\u0131nda gizli qal\u0131r.<\/p>\n\n\n\n

      NovaTalks Insights<\/strong> actionable (\u0259m\u0259liyyat \u00fc\u00e7\u00fcn istifad\u0259 edil\u0259 bil\u0259n) insaytlar t\u0259qdim edir v\u0259 m\u0259lumatlar\u0131 kontakt m\u0259rk\u0259ziniz \u00fc\u00e7\u00fcn konkret t\u0259kmill\u0259\u015fdirm\u0259l\u0259r\u0259 \u00e7evirir.<\/p>\n\n\n\n

      Komandan\u0131zda h\u0259qiq\u0259t\u0259n n\u0259 ba\u015f verdiyini g\u00f6rm\u0259y\u0259 haz\u0131rs\u0131n\u0131z?<\/p>\n\n\n\n

      NovaTalks Insights<\/strong> demo \u00fc\u00e7\u00fcn qeydiyyatdan ke\u00e7in v\u0259 AI analitikas\u0131n\u0131n kontakt m\u0259rk\u0259zinizin f\u0259aliyy\u0259tini nec\u0259 yax\u015f\u0131la\u015fd\u0131ra bil\u0259c\u0259yini k\u0259\u015ff edin. Art\u0131q sabahdan komandan\u0131z daha a\u011f\u0131ll\u0131 v\u0259 s\u0259m\u0259r\u0259li i\u015fl\u0259y\u0259 bil\u0259r.<\/p>\n","protected":false},"excerpt":{"rendered":"

      Ke\u00e7\u0259n ay biz m\u00fc\u015ft\u0259ril\u0259rimizd\u0259n birinin min s\u00f6hb\u0259tini t\u0259hlil etdik. Kontakt m\u0259rk\u0259zinin meneceri komandas\u0131 haqq\u0131nda yax\u015f\u0131 m\u0259lumatl\u0131 oldu\u011funu d\u00fc\u015f\u00fcn\u00fcrd\u00fc: kim \u0259n yax\u015f\u0131 n\u0259tic\u0259l\u0259r g\u00f6st\u0259rir, probleml\u0259r harada ba\u015f verir v\u0259 m\u00fc\u015ft\u0259ri m\u0259mnuniyy\u0259tin\u0259 n\u0259 t\u0259sir edir.
      \nT\u0259hlilin n\u0259tic\u0259l\u0259ri g\u00f6zl\u0259nilm\u0259z oldu. Bu m\u0259qal\u0259d\u0259 NovaTalks Insights-\u0131n n\u0259 ed\u0259 bil\u0259c\u0259yi \u0259trafl\u0131 \u015f\u0259kild\u0259 izah olunur.<\/p>\n","protected":false},"author":7,"featured_media":10303,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[39],"tags":[2026,2478,1228,2479,2382,575,408,577,2032,356,385,561,568,2480,964,574,1852,2477,434,771,965],"class_list":["post-10322","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-ai-analitikasi","tag-avtomatlasdirilmis-monitorinq","tag-csat-3","tag-first-contact-resolution-4","tag-is-yukunun-idar-olunmasi","tag-komanda-smrliliyi","tag-kontakt-mrkzi","tag-mtn-analitikasi","tag-mustri-insight-lari","tag-mustri-tcrubsi","tag-novatalks-4","tag-novatalks-insights-az","tag-proseslrin-optimallasdirilmasi","tag-satis-konversiyasi","tag-satis-skriptlri","tag-ss-analitikasi","tag-sla-4","tag-sohbtlrin-analizi","tag-suni-intellekt","tag-tkrar-sorgular","tag-xidmt-keyfiyyti"],"acf":[],"yoast_head":"\nNovaTalks Insights: 1000 S\u00f6hb\u0259t \u2013 D\u0259y\u0259rli M\u0259lumatlar\u0131 Ayd\u0131nlad\u0131r - 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