Easy chat technology was established in 20 14. Since 20 18, it has been focusing on online customer-seeking AI intelligent customer service robot track, serving the transformation scene of "dialogue-clue" in marketing.
Since the rise of network marketing, the acquisition of clues is the most important thing in the enterprise network customer acquisition stage. Enterprises through search and information flow promotion, and then by online customer service to receive potential customers, into sales leads. Online customer-seeking AI customer service robot is applied to the scene of online transformation to identify the intention of visitors and give appropriate responses. While improving the satisfaction of visitors' consultation, we should also improve the conversion rate of clues.
In this scenario, enterprises face many pain points, such as: weekends, evenings, holidays, and most enterprises have limited manual customer service resources, which may not meet the needs of traffic conversion; In the case of online marketing, manual customer service will inevitably face the problem of multi-visitor consultation, which will seriously reduce the conversion rate and waste traffic; In addition, online customer service needs to master a lot of professional knowledge, the training period is long, and the level of business ability among customer service is also uneven. Under the background of rising labor costs, it is extremely expensive for enterprises to build an excellent customer service team. Intelligent customer service can not only replace some labor, save costs for enterprises, but also share the workload of manual customer service and solve the problem of labor efficiency decline caused by high concurrency.
Different from the well-known after-sales service, online customer service belongs to the revenue department rather than the cost department, so its commercial value is more significant. "Unlike after-sales customer service's pursuit of problem solving rate indicators, online customer service pursues the final conversion rate. Through a series of R&D investment and product iteration, we have achieved a conversion rate equivalent to or even better than that of manual customer service. Head customers in many industries have realized all the traffic without reception through our products, and the effect of reducing costs and increasing efficiency can be imagined. " Liu Xincheng said.
In order to improve the conversion rate of AI customer service, AI technology itself is obviously an unavoidable topic.
On the technical level, artificial intelligence customer service is a complex product that combines NLU (Natural Language Understanding) and NLG (Natural Language Generation). In order to polish the product of online customer AI customer service, Easy Chat Technology has developed functions such as multi-round session guidance and automatic construction of knowledge base, so that AI can quickly grasp the relevant knowledge of specific industries, and can have multi-round smooth conversations with visitors and actively guide visitors to complete consumption transformation.
In this process, intelligent customer service not only needs excellent algorithm ability, but also needs to "feed" a lot of data. At this level, easy chat technology has advantages. Before launching AI customer service products, Easy Chat has been deeply involved in online customer service software industry for many years, and has customer service corpus resources covering many industries.
According to official data of Easy Chat, up to now, Easy Chat has accumulated 3,000 customers, 900 million+tagged corpora and 6543.8+002 billion+conversation records. The total number of conversations received by its AI customer service robots has reached 768 million. Through these data, based on deep learning technology, Easy Chat extracted 80,000+topic conversation scenes and 1.7 million+intention recognition feature types, and the recognition rate of conversation intention exceeded 98%.
In Liu Xincheng's view, the field of AI pre-sales customer service will be a track where the stronger the stronger, the winner is king. On the one hand, the best algorithm and the richest data can polish the conversation ability and transformation ability of customer service robots. Higher transformation ability will inevitably gain more corporate customers, and more customers will further enhance their data accumulation and further feed back the algorithm research and development, and finally form a virtuous circle. In this process, the head AI customer service will further consolidate its own advantages, and industry resources will continue to be concentrated in the head enterprises.
At the industry level, in addition to Easy Talk Technology, there are 53 customer service and business communication vendors in the industry. According to the data of iiMedia Research, the scale of the core industry of artificial intelligence customer service in China will reach 654.38+050 billion yuan in 2020, and it is expected to reach 6543.8+0 trillion yuan in 2030, with an average annual growth rate of 33.3%. As a common branch in the field of manual customer service, intelligent customer service is conservatively estimated to account for at least 20%. It is estimated that the overall market size of the intelligent customer service industry will exceed 40 billion yuan in 20021year.