Intelligent customer service system is an industry-oriented application developed on the basis of large-scale knowledge processing, which is suitable for large-scale knowledge processing, natural language understanding, knowledge management, automatic question answering system, reasoning and other technical industries. Intelligent customer service not only provides fine-grained knowledge management technology for enterprises, but also establishes a fast and effective communication technology based on natural language between enterprises and mass users. At the same time, it can also provide enterprises with statistical analysis information needed for refined management.
It is estimated that non-professionals have been cheated when such a long professional language is spoken.
In most people's cognition, intelligent customer service is a stereotyped robot that pops up when you open a webpage. Answering questions is never on the point, which makes people angry, so most people choose to skip it directly and turn to manual customer service.
Here intelligent customer service =AI customer service+traditional customer service (online customer service+work order customer service+call center), where AI customer service refers to the ability of AI in customer service system. The robot question and answer mentioned above can only be regarded as the tip of the iceberg. It used to be, and now it has been done much better.
Let me briefly talk about AI customer service. Omni-channel access, integration, big data analysis and open customization of intelligent customer service are not mentioned here. We only say AI. Xiaoneng's AI customer service has three characteristics;
1, business penetration and interaction ability of vertical scene;
2. Man-machine cooperation ability in the whole process;
3. The knowledge base construction ability brought by the trainer platform.
1, business penetration and interaction ability of vertical scenarios
For a large number of repeated visitor inquiries in the industry, the traditional machine service is a simple question and answer, and the intelligent scene can solve this problem well. Taking the e-commerce industry as an example, visitors can be associated with the data of enterprise business, and visitors can be treated intelligently and accurately by means of preferential activity consultation, commodity recommendation, return and exchange processing, after-sales and marketing.
Xiaoneng customer service adopts the mode of hypermedia+intelligent agent. With AI, 80% of high-frequency services can be processed automatically, and the interactive form is also very intelligent and super cool, which effectively enhances the corporate image.
2, the whole process of human-computer cooperation ability
AI customer service will penetrate into all aspects of customer service, and use AI's ability to optimize business, assist labor, or produce functional innovation.
A complete customer service system, the process is that customers enter from multiple channels, first identify customers, then enter the distribution system, according to the prefabricated or dynamic distribution mechanism, assigned to the corresponding customer service group, and then inserted into the corresponding queue according to different priorities, or directly entered the bank, entered the consultation dialogue process, and left after consultation.
In this process, AI can first give big data intelligence to identify the identity of customer service, then make dynamic deployment, and then assist manual business processing. The intelligent functions of this process, such as intelligent assistance, real-time quality inspection and intelligent marketing, can not only greatly improve customer service efficiency, but also improve service order satisfaction and order conversion rate.
For example:
Mr. Zhang, an old customer of an e-commerce website, often buys things. According to his previous consumption records and activity indicators, he can be identified as a high-level customer, so he can enter the business directly without queuing. When Mr. Zhang enters the online customer service, the dialog box will pop up "Hello, Mr. Zhang, long time no see". If you call in by phone, AI customer service can recognize his voice with voice recognition technology and reply the same content with voice.
In the process of chatting with teacher Zhang, AI will automatically search for relevant content according to the conversation content, which is a very good solution for customer service to choose a reply. Moreover, during the dialogue, AI can also conduct real-time quality inspection according to emotion recognition, keywords and behaviors. If the customer service attitude is not good or there is something wrong with the reply content, it will be reminded in real time. If the problem is serious, it will intercept the customer service reply to avoid bad influence on customers.
3. The powerful knowledge base construction ability brought by the trainer platform.
? Intelligent customer service is inseparable from the configuration of knowledge base. Many enterprises can't achieve organic integration with business in the process of knowledge base construction because they don't have professional talents, which leads to low problem solving rate. Later, the knowledge base will become more and more redundant, which will lead to my slow response.
? The small trainer platform can use the ability of AI to automatically clean up the knowledge base, analyze and cluster the business problems, and find out the core hot issues. Machine deep learning can also be used to automatically organize the knowledge base, delete redundant silent words, and increase the response to hot location questions. Customers can also directly purchase Xiaoneng's trainer platform+trainer service to help enterprises establish a set of perfect data and train trainers for enterprises. ?
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AI customer service is just the beginning. In the future, we will pay more attention to the research of personification and marketing direction, realize the whole service process without machine perception and enhance the user experience. Enhance the marketing ability of AI through big data and other functions, and make more contributions to the sales conversion rate of enterprises.