AI助手实时回答销售提问，响应速度提升14倍
Enterprise Sales Copilot: Enabling Real-Time AI Support with Automatic Information Retrieval in Live Sales Calls
- 自动识别客户问题，从产品库检索答案并秒级展示
- 实测平均响应2.8秒，问题识别率100%，快14倍于人工查询
- 可适配任意企业销售场景，只需替换产品数据库
在实时销售通话中，客户常提出需手动查询内部数据库的详细产品问题，每次查询耗时25-65秒，导致对话中断，影响客户体验与销售效率。我们提出SalesCopilot，一个实时AI助手，通过自动检测客户问题、从产品数据库检索相关信息，并在代表端仪表盘上秒级呈现简洁答案，消除该瓶颈。系统集成流式语音转文字、基于大语言模型的问题检测，以及基于结构化产品数据库的检索增强生成（RAG），构建统一实时流水线。我们在保险销售场景下验证，覆盖50种产品、10个类别（含2,490条常见问题、290项保障细节和162种定价层级）。基准测试显示，SalesCopilot实现2.8秒平均响应时间，问题检测率达100%，相比内部研究中的人工CRM查询提速14倍。系统具备领域无关性，仅需更换产品数据库即可适配任一企业销售领域。
原文摘要 · Abstract (English)
During live sales calls, customers frequently ask detailed product questions that require representatives to manually search internal databases and CRM systems. This process typically takes 25-65 seconds per query, creating awkward pauses that hurt customer experience and reduce sales efficiency. We present SalesCopilot, a real-time AI-powered assistant that eliminates this bottleneck by automatically detecting customer questions, retrieving relevant information from the product database, and displaying concise answers on the representative's dashboard in seconds. The system integrates streaming speech-to-text transcription, large language model (LLM)-based question detection, and retrieval-augmented generation (RAG) over a structured product database into a unified real-time pipeline. We demonstrate SalesCopilot on an insurance sales scenario with 50 products spanning 10 categories (2,490 FAQs, 290 coverage details, and 162 pricing tiers). In our benchmark evaluation, SalesCopilot achieves a measured mean response time of 2.8 seconds with 100% question detection rate, representing a 14xspeedup compared to manual CRM search in an internal study. The system is domain-agnostic and can be adapted to any enterprise sales domain by replacing the product database.
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