Intelligent customer service system is developed on the basis of large-scale knowledge processing of an industry-oriented application, applicable to large-scale knowledge processing, natural language understanding, knowledge management, automated Q & A system, reasoning and other technology industry, intelligent customer service not only provides enterprises with fine-grained knowledge management technology, but also for the enterprise and massive The communication between the user to establish a natural language-based fast and effective technical means; at the same time, it can also provide enterprises with refined management of the required statistical analysis information.

This long professional language down, it is estimated that non-industry people are said to be blind.

In most people's cognition, intelligent customer service is to open the web page customer service pop up a thousand robots, answering questions never on the point, let a person annoyed, so most people's choice is to skip directly to artificial customer service.

Here to explain, intelligent customer service = AI customer service + traditional customer service (online customer service + work order customer service + call center), here the AI customer service refers to the ability of AI in the customer service system. The robot Q&A mentioned above can only be the tip of its iceberg, and it was before, and now it has been done much better.

Let's talk briefly about AI customer service, here we do not mention the omni-channel access of intelligent customer service, integration of integration, big data analysis, openness and customization, we only talk about the AI aspect. Xiaoneng's AI customer service has three major characteristics;

1, the vertical scene of business penetration and interaction capabilities;

2, the ability of the whole process of human-machine collaboration;

3, the ability to build a knowledge base brought by the trainer platform.

1, the vertical scene of the business penetration and interaction capabilities

For the industry's large number of repeated visitor inquiries, the traditional machine service is a simple question and answer, the intelligent scene can be a good solution to this problem. Take the e-commerce industry, you can correlate the data of visitors and enterprise business, intelligent, accurate visitors to preferential activities consulting, product recommendation, return and exchange processing, after-sales, as well as marketing and other issues

Xiaoneng customer service adopts the mode of hypermedia + intelligent agent, the use of AI can realize 80% of high-frequency business automatically, the interactive form is also very intelligent, super cool, and effectively improve the image of the enterprise. Effectively improve the image of the enterprise.

2, the ability of the whole process of human-computer collaboration

AI customer service will penetrate into all aspects of customer service, the use of AI's ability to optimize the business, to assist the manual, or to produce functional innovation.

A complete customer service system, the process starts from the customer entering from multiple channels, the customer is first identified, and then enter the allocation system, according to the prefabricated or dynamic allocation mechanism assigned to the corresponding customer service group, and then according to the different priorities or inserted into the corresponding queue, or directly into the line, into the consulting dialogue process, and leave after the end of the consultation.

In this process, AI can first give big data intelligent identification of customer service, and then dynamic allocation, and then assist manual business processing, this process of intelligent assistance, real-time quality control monitoring intelligent marketing and other intelligent features can not only greatly improve customer service efficiency, but also improve the satisfaction of the service orders, improve the order conversion rate.

An example to illustrate:

An e-commerce site's old customer Mr. Zhang, because often buy things, AI customer service will be able to identify him according to his previous consumption records and activity indicators for high-level customers, so no need to queue up can be directly into the line. When Mr. Zhang enters the online customer service, the dialog box will pop up "Hi, Mr. Zhang, long time no see", and if he calls in by phone, the AI customer service can also use voice recognition technology to recognize his voice when he hears his voice, and voice reply to the same content.

Customer service in the process of chatting with Mr. Zhang, AI will be based on the content of the conversation to start the context recognition, semantic analysis to automatically search out the relevant content for customer service to choose to reply, which is a very good solution for a large amount of business or new customer service. Moreover, in the process of conversation, AI can also be based on emotional recognition, keywords and behavior to real-time quality control, if the customer service attitude is bad or the reply content is problematic, it will give a reminder in real time, if the problem is serious, it will intercept the customer service reply to avoid causing a bad impact on the customer.

3, the trainer platform to bring the strong knowledge base building capacity

? Intelligent customer service is inseparable from the configuration of the knowledge base, many enterprises because of the lack of professional talent, in the process of building the knowledge base there is no way to do with the organic integration of the business, resulting in a low rate of problem solving. In the later stages of the knowledge base to fill the process will be more and more redundant, resulting in my response time slows down.

? Xiaoneng's trainer platform can do the ability to use AI to automatically clean the knowledge base, analyze and cluster business problems, and identify core hot issues. It is also able to utilize machine deep learning to automatically groom the knowledge base, remove redundant silent words, and increase responses to hot location questions. Customers can also directly purchase Xiaoneng's trainer platform + trainer services to help companies establish a comprehensive set of data, while training trainer talent for the enterprise. ?

Other

AI customer service is just the beginning, the future will pay more attention to anthropomorphism and marketing direction of the research, to achieve the whole service process without machine perception, improve user experience. Through big data and other functions to improve the marketing ability of AI, to make more contributions to the sales conversion rate of enterprises.