In 2018, during the MWC Barcelona, ZSmart uTalk intelligent customer service solution, with its innovative scientific and technological achievements, made a brilliant appearance, stunning the Barcelona Exhibition. ZSmart uTalk, the next-generation intelligent customer service based on cloud architecture and AI artificial intelligence technology, introduces Ali's "Cloud Xiaomi" technology to build an intelligent customer service platform, solve various problems existing in the traditional customer service system, help customers grasp the opportunity of digital transformation, and open the road to efficient operation.
In the new technology era, the digital wave has arrived today, digital transformation is sweeping all walks of life around the world. Zte Softcreate works with its partners, based on the business philosophy of intelligent service, and makes use of cloud computing, big data and AI artificial intelligence technology to help customers quickly realize digital transformation. At the same time, ZTE believes that artificial intelligence has already entered the booming development period, entering various industries at an astonishing speed. The extensive application of artificial intelligence is bound to give birth to new industries, new business forms and new models, and then accelerate the leap to intelligent economy and society, and have a profound impact on people's way of life and way of thinking.
In the 2017 Singles' Day Shopping Festival, Alibaba's "Cloud Xiaomi" received 40 million customer inquiries and completed 120 million conversations, creating a miracle of customer service. Numerous examples and data show that AI has become an important tool for improving efficiency in all walks of life, especially in the government, engineering research and development and telecommunications industries, where AI and human-related applications are mainly reflected in the intelligent customer service field. Meanwhile, it is predicted that 85% of customer service interactions will be replaced by AI robots by 2020.
As far as the telecom industry is concerned, operators are urgently building intelligent customer service platforms. One of the main reasons lies in the traditional customer service system, which is facing various problems such as crowd tactics and complaints after the event. At the same time, terminal customers also have trouble in the process of use, usually have to make several keys, click, and face the process is invisible, inconsistent service perception, and even the same problem repeated processing and so on. All kinds of examples have proved that the traditional customer service system can no longer meet the needs of customers in the new era of technology. Domestic and foreign operators are striving to build a new intelligent customer service platform to solve these headaches, in order to seize the opportunity to dominate the market and become industry leaders. Based on this, ZTE Soft Chuang introduced Ali "cloud Xiaomi" technology, launched the ZSmart uTalk intelligent customer service solution. Intelligent service system based on cloud architecture and AI artificial intelligence will become the best choice for operators!
ZSmart uTalk intelligent customer service can amaze Bazhan and be widely favored because of its unique innovative technology highlights.
Customer service robot activation efficiency
Robot "Ali Cloud Xiaomi", can provide all kinds of customers with simple and repeated questions of consultation and guidance services, 24 hours online reduced 80% of the customer service workload, labor transfer rate decreased from 60% to 40%; It also provides seating assistance for complex issues such as trading disputes.
The cloud supports Chinese, English, French, German and Western languages, with voice accuracy of more than 90%. The flat menu design enables the voice input to directly convey the required service, which is faster and saves the time of answering service options. This service effectively changes the disadvantages of the traditional voice decomposition service.
Human-computer collaborative emotion recognition
Intelligent robot and artificial background switch freely, users have no obvious difference in experience, to ensure the experience effect. At present, the difference between machines and humans lies in emotions and emotions. uTalk uses AI to identify and analyze users' emotions and make timely responses to improve customer service capabilities and service capabilities.
Intelligent outbound active service
Intelligent customer service recognizes and constructs user portraits, actively pushes proprietary services that meet user requirements. Alibaba "Yunxiaomi" is the engine, and is based on natural language processing technologies ASR(Automatic Speech Recognition) and TTS(Automatic Speech Recognition). Realize automatic robot intelligent outbound call.
ZSmart uTalk intelligent service, can achieve man-machine collaborative work, one-call response, one-button management, process transparency, on-demand adjustment, active service, intelligent warning, all-channel, all-weather standard consistent, thousands of people, fine service and so on, can be applied to all walks of life: For example, emerging startups in e-commerce, Internet finance, O2O, online tourism, medical care, education and other industries can quickly launch their own customer service platforms at low cost. At the same time, traditional government services and enterprise businesses can also extend customer service channels to mobile apps and social media to provide customers with more convenient and fast access services, and save cost input with the help of intelligent engines, greatly improve efficiency and enhance user experience.
Zte Soft Innovation, driven by cloud computing, big data and artificial intelligence, is becoming an enabler of global digital transformation in the whole industry. It is also helping customers with actions to subvert tradition, accelerate the pace of business innovation, and achieve efficient operation and intelligent marketing. And relying on the digital precipitation of the telecom industry, it links more business partners and creates greater digital ecological value.
