Alibaba CCO is committed to providing more professional services and user experience for the majority of Alibaba users, and continue to deepen the big data and technology-driven service experience improvement.

Alibaba Customer Experience Division, referred to as CCO (Chief Customer Office), the current CCO manager is Alibaba partner senior vice president - Wu Minzhi.

All earth headlipped Baba Group Customer Experience Division, referred to as CCO, Wu Minzhi was appointed as Alibaba CCO on January 13, 2017. CCO is committed to providing more professional services and user experience for the majority of Alibaba users, continue to deepen the big data and technology-driven service experience enhancement, "make the user screaming service "

Doing a good job of empowering merchants and improving the service level of the whole platform.

Do a good job as the "ears and eyes" of the business, and open up the two veins from the customer to the business.

In 2017, Alibaba's service team launched intelligent customer service - Ali Xiaomei and a series of intelligent (AI) service products, today, Ali Xiaomei can assist in serving millions of customers online counseling every day.

Xinhua News Agency, Beijing, November 13 (Reporter Song Yumeng) 12, Alibaba Group Chief Customer Officer Wu Minzhi said, just past the Tmall "double 11", intelligent customer service robots Ali "honey" system undertook Taobao Tmall platform 97% of the online service demand. Platform 97% of the online service needs, providing the equivalent of 85,000 artificial customer service "small two" workload, providing online consultation dialog volume of 300 million times a day. "This figure reflects the power of technology, the power of innovation."

The gas pedal behind the "268.4 billion"

According to the data provided by Ali, the total turnover of Tmall's "Double 11" reached 268.4 billion yuan, again setting a new record.

Behind such a huge number of transactions, there is a magical team playing a role. Tmall "double 11" day, Ali "honey" customer service robot to assist hundreds of thousands of merchants with artificial intelligence to solve online customer service needs. The whole day to provide online consulting dialog volume of 300 million times, the solution rate reached 70%, bringing the inquiry transaction up to 11.3 billion yuan.

Mentioning customer service, the general public's most direct imagination is the telephone operator. But in the Ali system, customer service work belongs to the group customer experience business group CCO system, CCO is the abbreviation of "Chief Customer Office" (Chief Customer Office). Many of the businesses and platforms in the Ali economy, including Taobao, Tmall, Boxmall, and Flying Pig, are run through the Ali CCO system for customer service and other business operations.

Ali's Customer Experience Business Group not only has a professional "second" to provide services for consumers, merchants and economies, but also has a team for experience operation, in addition to the data center, product, technology and other teams for the underlying support, forming a unique digital service experience team in the industry.

CCO: not just upgraded customer service

Currently, the flow of customer acquisition costs are getting higher and higher, from the incremental market to the stock market, how to keep the customers is the Internet platforms **** the same thinking. Ali CCO system from the point of view of service gives the overall solution to increase customer stickiness.

"In the era of artificial intelligence, Ali CCO system is not only an upgraded version of 'customer service', but also rely on Ali's technical capabilities to empower merchants with artificial intelligence." Wu Minzhi said, Ali CCO to the interaction between consumers and merchants, the experience of consumers on the platform, to do touting protection.

But only touting is not enough, it is more important to also business front, that is, in the business decision-making process, the consumer and customer perspective to participate in business decision-making, fundamentally exclude decisions that will make the consumer experience is not good.

At the same time, the ability of merchants is uneven, CCO to Ali system precipitation of experience, products and artificial intelligence and other technical capabilities modular empowerment to merchants, so that merchants have a more efficient, lower cost, better service to consumers.

Output digital service overall solution

Modular way to output technical capabilities and experience, easier said than done, how to do standardization, structured?

Wu Minzhi said that nearly half of Alibaba's best artificial intelligence team in the CCO system, artificial intelligence "honey" and other system tools behind the long-term precipitation of product and technology capabilities in the field of experience and service.

Ali CCO also launched a "command brain" for merchants - service operating system, namely service OS. in the intelligent and data-driven, for the brand to quickly build the service talent system, customer service workbench, the application of intelligent customer service robots. The "small honey" and other product tools, to provide digital service overall solution.

For brand merchants at different stages of development and demand, the "double 11", Alibaba also continued to provide digital services to merchants, the introduction of "intelligent warning" "intelligent outbound call

"All the people in charge, including Alibaba Group partners and presidents of various business lines, have come to the CCO more than once to participate in the work of customer service, and to the front line of service to feel customer feedback from a distance." Wu Minzhi said that the CCO is the front line to reach consumers and merchants, equivalent to the neural network of the customer experience of the entire Ali economy.