On February 22nd, Taojinyun Customer Service, an intelligent customer service outsourcing platform, announced the completion of tens of millions of yuan financing in Round A, which was led by Shanghai Zhixin Capital. Up to now, the accumulated financing amount of Taojinyun customer service has exceeded 1 100 million yuan. Chairman of Taojinyun Customer Service told Ye Feng that after this financing, Taojinyun Customer Service will speed up research and development; D progress in the direction of artificial intelligence, thereby further improving the efficiency of customer service, thereby reducing the cost paid by customers and strengthening market competitiveness.
Intelligent customer service has always been a fast-growing industry, and intelligent customer service companies such as Xiaoneng Technology and Udesk have all completed the financing of several hundred million yuan in the B round. Tao Jinyun, who was founded on 20 15 and located in Chengdu, Sichuan, found a new way to help enterprises manage the customer service department by adopting the intelligent platform human outsourcing model.
Taojinyun customer service evolved from the incubation project within Qianxing Group, and engaged in virtual product transactions, such as phone bill recharge and fuel card recharge. Tell Chairman Ye Feng that Yiou didn't take the road of pure intelligent platform because he saw that the labor cost of enterprises is increasing at present, and the intelligent customer service system will not completely replace human resources in the short term. However, the time and cost of cultivating customer service by enterprises themselves have increased dramatically. Therefore, in the short term, the intelligent platform human outsourcing model can meet the customer service needs of enterprises as quickly as possible.
Taojinyun customer service can provide enterprises with fast platform authentication of various customer service teams such as e-commerce customer service, online customer service, voice customer service, multilingual foreign trade customer service and artificial intelligence marking customer service. There are more than 18,000 cloud customer service companies and more than 1700 enterprises serving18 industries.
Taojinke Intelligent System trains 60,000 professional customer service personnel.
A prominent problem of customer service outsourcing is how to make outsourcing personnel familiar with enterprise business and products quickly. Tao Jinyun has worked out a set of solutions in the past two years. Taojinyun uses artificial intelligence and big data technology to solve this problem in three steps. In the first step, the system will label the outsourced customer service staff. For example, a customer service staff has been in the field of women's wear, and the system will mark it with the post-it notes of women's professional customer service, which will increase the recommendation weight when relevant enterprises need it.
In the second step, AI artificial intelligence software simulates actual combat scenarios to train customer service, such as customer service's familiarity with professional knowledge, familiarity with enterprise products, and ability to respond to emergencies. Only by passing the exam will you be hired.
Create intelligent assistants for outsourced customer service personnel.
How to change the outsourcing customer service from a decentralized and irregular state to a centralized, controllable and standardized state? Taojinyun customer service has developed a series of core products such as team communication IM, cloud training platform, customer service performance software, collaborative management system, intelligent scheduling system, real-time monitoring system of working status, intelligent quality inspection system, group call system, intelligent customer service robot, etc.
This system can improve the efficiency of outsourcing customer service personnel, for example, urgent problems are directly transferred to enterprises to ensure that major problems are solved in time; Automatically filter the empty phone number, saving voice customer service time; Full-service recording, etc. Make sure there is evidence to follow.
One-stop monitoring of enterprise customer service quality
Enterprises can open the background anytime and anywhere, understand the service indicators such as conversion rate, response time and handling rate, control the service quality, and improve the ability of enterprises to manage and control services.
On the other hand, Taojinyun customer service will install a Taojinyun assistant to monitor and manage the process and working status of customer service staff. It can monitor whether the mouse and keyboard move. At the same time, it can capture the data in real time to find out whether the customer service staff can reply in time.
Related Q&A: Is Taojinyun customer service reliable? Taojinyun customer service is reliable. Is an outsourcing company, creating a new outsourcing model of call center, Taobao customer service, telephone outbound marketing and telephone sales.