According to the survey, few people use pure robots to completely replace customer service, and the mode of man-machine combination is widely used. The proportion of dissatisfied users in all modes is very small, less than 1%. The proportion of satisfied users is the biggest difference, and the customer satisfaction of man-machine combination mode is the highest.
Pure robot customer service satisfaction user conversation ratio = 7.65%.
The proportion of users who are satisfied with pure manual customer service = 8.07%.
Man-machine integration, customer satisfaction, user dialogue = 1 1. 19%.
As for why the man-machine combination mode has the highest satisfaction among the three modes, there are mainly the following reasons:
(1) The robot has fast response speed and can receive many customers at the same time, and customers don't need to wait;
(2) The robot replaces the manual to deal with the repetitive problems in consultation, so that the manual customer service is not easy to get upset and the customer experience is good;
(3) When encountering complex problems, the man-machine combination mode can be seamlessly switched to manual processing without interrupting the customer experience.
Positioning of intelligent customer service robot
Intelligent customer service robot answers customers' routine and repetitive questions, instead of replacing them, it assists manual service, changes customer service working mode and further improves customer service efficiency!
Advantages of intelligent customer service robot
1. Robots can provide online services around the clock to answer customers' questions.
2. The most frequently asked questions and repeated questions of customers can be given to the robot for automatic reply, which saves a lot of repeated input and copying and pasting.
3. Robots can assist manual customer service, recommend the reply content of manual service, and learn the reply content of manual customer service. The manual reply content of machine learning can be used as the knowledge base of robot.
The threshold of robot knowledge base
At present, the intelligent customer service system on the market, robot, is still in the initial stage of development. Many merchants only provide robots to customers, but they don't know that the robot question and answer knowledge base is a big threshold. What questions and answers do robots need to add, how to add the best recognition effect, and how to realize a different question and answer for a customer ..... these are the pain points that customers encounter. I may have bought a robot service, but the effect is not good, so I don't need it, and I am afraid of robot customer service. As far as I know, at present, only V5 intelligent customer service provides customers with professional data construction services, and provides customers with real landing robots through word segmentation, semantics and sentence patterns.
The Best Service Mode of Robot+Human Customer Service
Let the robot automatically reply to the customer's standard questions, and go directly to the manual customer service service when it can't answer them; In manual service, the robot can also recommend reply content to assist manual work. In addition, in the process of manual service, the machine automatically learns the questions and answers answered by manual customer service, and then strengthens the robot's question and answer knowledge base again. This is a natural and powerful function and service.
What is the difference between intelligent customer service robot and FAQ retrieval?
1. customer service robot covering the scene >; FREQUENTLY ASKED QUESTIONS
Common problems can only solve operational problems. For the e-commerce platform, the "Frequently Asked Questions" is the electronic version of the platform operation guide, which is a manual and only one side of the customer service scene.
The application scenario of customer service robot can cover the online service process (pre-sales, after-sales) of the entire e-commerce platform.
Pre-sale: take the initiative to talk with visitors, urge orders, urge payments, counter-offer, check addresses, obtain customer information and market potential customers.
After-sales: complaint handling, return and exchange handling, evaluation management, old customer care, etc.
The pre-sales and after-sales customer service scenarios listed above are very important for e-commerce platforms, providing a service rather than an answer. Common problems are not involved at all, but robots can do it. Of course, the customer service robot can also complete the function of "FAQ" operation guide.
2. Frequently asked questions provide a kind of lagging service, and the customer service robot can initiate the service as soon as the customer enters the page, which is far from the overall customer experience.
3. According to different technologies, one of the technologies that real artificial intelligence customer service robots will use is semantic recognition technology, which enables more than 98% of customers' questions about intelligent customer service robots to be identified. On the contrary, most people should experience it. In fact, the matching degree of problem identification in common problem search is very low.
"Frequently Asked Questions Search" is a product form that requires users to pay a high time cost to achieve their goals. "Intelligent customer service robot" has also completed the search of the question bank after obtaining the keywords input by the user, but the dialogue form of the robot is more humanized, but it also requires the robot to be more intelligent. Natural semantic analysis is the key to solve this problem. A robot can only be regarded as a real robot if it can understand and speak human words.
Key technology of intelligent customer service robot
Intelligent customer service robot can solve the problem in two stages, the first stage is user intention understanding, and the second stage is retrieval.
The accuracy of the robot depends more on the user's intention understanding, because the size of the knowledge base is too small, and recall is not a big problem.
1, IBM China, deep learning, big data analysis, cloud computing, social commerce, Internet of Things, data management, enterprise management, IT optimization, software development and operation.
2. Iflytek, founded in 1999, is a voice technology provider (voice support software, industrial application products/systems, information engineering and operation and maintenance services, etc.). ) and entered the field of intelligent customer service on 20 16.
3. Xiaoyi Robot (Zhizhen Intelligent), founded in 200 1, has been doing intelligent customer service and positioning intelligent customer service, knowledge management, virtual personal assistant, big data analysis and embedded smart chip software suppliers.
4.faqRobot, founded on 20 13, is an intelligent customer service provider.
5. Jietong Huasheng, founded in 2000, engaged in voice, and later turned to intelligent customer service, intelligent images, intelligent voice, intelligent terminals and input methods.
6. Wisdom Tooth Technology was established on 20 13. 2c voice assistant started out, and later switched to intelligent customer service, online customer service system, 2C robot service provider, work order system and customer service APP.
7. Small robot, founded in 20 1 1, online customer service department, intelligent customer service robot, call center supplier.
8. Posen, founded on 20 12, is a Chinese semantic analysis (non-interactive) provider.
9.Chiichi, founded on 20 16, has intelligent customer service.
10, Qizhi Technology, founded on 20 16, is a supplier of app and hardware services (family education service and health care service information system).
1 1, Takeuchi Intelligence, founded on 20 15, is a supplier of deep learning, intelligent robots and emotion recognition technology.
12, Netease Seven Fish, 20 15 Netease Division's natural and intelligent customer service.
13, unlimited light years (Turing), founded on 20 10, intelligent customer service.
14, Udesk, founded on 20 13, intelligent customer service.
15, Microsoft Xiao Bing, product release in 20 14, chat robot.
16, Ali Xiaomi, product release in 20 15, 2C artificial intelligence shopping assistant virtual robot.
17, Baidu nightingale, 20 16, your product release, intelligent customer service platform.
18, Guangzhou Yoshida, established in 2007.
19, a product released by Fu Xiao Robot and Dingfu Technology after being acquired by Shenzhou Taiyue.
20. Yunzhisheng, founded on 20 12, turned voice into intelligent customer service.
2 1, Spirit, established in 2007, is a vehicle service provider in the field of intelligent interaction.
22. Assistant Laiye, founded on 20 15, is a 2C all-category personal assistant service platform.
23. Ranai Intelligent, founded on 20 12, is a supplier of intelligent customer service robots, voice recognition, face recognition and intelligent character recognition.
24.Mobvoi, founded on 20 14, is a virtual personal assistant and wearable device supplier.
? 25. established in 1998, ipsoft is a global independent English service provider.
1.V5 robot?
2. wisdom tooth customer service?
3. Small multi-machine intelligent robot?
4. Baidu nightingale?
5. Tencent Intelligent Customer Service?
6. Ali Xiaomi