At the beginning of 2018, the domestic operators released the latest operating data, among which, China Mobile broadband users continued to grow rapidly, the net increase of 4.07 million in the month, the total number reached 117 million, directly overtook China Telecom's 134 million. The battle for the broadband user market is becoming more and more fierce, and the competition between operators extends from price to network quality, service input, usage perception and other aspects. User experience has been mentioned to an unprecedented height.
However, there is a large gap between the rapid growth of broadband traffic and the apparent lag of maintenance support. The "last kilometer" of installation and maintenance -- the relative lack of operation tools, practical operation guidance, evaluation management, salary settlement and other supporting capabilities of installation and maintenance personnel, hindering the quantification of installation and maintenance work, duplication of installation and maintenance experience and improvement of installation and maintenance efficiency. How to standardize, standardize and systemize the most vulnerable and uncontrollable part of the installation and maintenance process? By the wind of artificial intelligence, voice big data technology, ZTE soft Chuang AI dimension MI for broadband installation pain points, brought innovative exploration and practice, and will be held in the 2018 Nice TM Forum France (International telecommunication Management Forum) summit on May 14 to 16, for the global field display.
Convenient reservation, different voice interaction experience
When the customer calls to make an appointment for broadband installation and maintenance, how will the AI installation and maintenance honey with high IQ and high EQ cope? First of all, interactive voice chat replaces the traditional guidance, and installs Xiaomi using Ali voice big data and natural language understanding technology. By building a voice dialogue model, users are more likely to accept self-service intelligent services and reduce manual participation. Secondly, it can also monitor users' emotions in real time based on the voice dialogue process, and start manual intervention in time when it recognizes irritability and anger. At the same time, the love of learning is also constantly using historical voice materials to optimize the training of appointment dialogue model, in order to more quickly understand and clarify the user's intention.
After the appointment is successful, the assembly and maintenance honey can make intelligent scheduling arrangement of work order according to the busy, busy, location, working ability and other information of the assembly and maintenance personnel. It not only sends the work order to the personnel in real time and accurately, but also provides the scene of order grabbing for the first line assembly and maintenance personnel, which maximizes the efficiency of assembly and maintenance scheduling.
Standardized enablement, installation and maintenance personnel of the intimate little helper
Installation and maintenance personnel have been like a lone hero to face the front line customers, to deal with routine operations and emergencies, even if there is a fully armed installation and maintenance APP, new personnel are often powerless. As a close helper of installation and maintenance personnel, AI installation and maintenance honey arranges daily work tasks in the most reasonable order. Installation and maintenance personnel only need to follow the voice prompt guidance, and they can carry out installation and maintenance work of each household in turn according to the intelligent navigation. At the same time, the dimension honey will be installed standard construction process, construction specifications, common problems, measures and other installation knowledge, into the intelligent installation AI model, installation and maintenance personnel in the construction process, can be directly with the dimension honey voice or text dialogue, query a variety of common problems, positioning a variety of difficult diseases, and even for the installation of new people there are detailed reminders and training. With machine learning ability, the maintenance honey can also plan and adjust intelligently according to the working habits of the maintenance staff, improving the convenience of the installation work.
Standardized quality inspection, the accuracy of resources gradually improved
Customers complain that the installation and repair time is too long, and the site installation and maintenance personnel are innocent. In fact, most cases are caused by inaccurate installation and maintenance resources. The installation and maintenance personnel do not carry out construction operation according to the work order, and will aggravate the decline of resource accuracy. How to ensure that the installation personnel "works according to order" and maintain the consistency of resource data in the installation and maintenance process? Combining with image recognition and big data analysis technology, AI installation and maintenance can compare the construction drawings before and after the equipment and ports uploaded by the installation and maintenance personnel, automatically match the port information occupied by the construction and the port information configured by the system, or through network cable insertion and removal, the system can automatically identify the resource port and make error correction and comparison to ensure that the installation and maintenance personnel can execute the construction according to the order. To achieve the whole process of installation and maintenance information transparency and effective supervision.
Automatic evaluation, to create the user gold medal reputation
The gold medal reputation of broadband user service comes from the standardized management of installation and maintenance quality and process, and from the continuous improvement of customer experience, and these are inseparable from the game with cost. In the past, installation and maintenance visits conducted spot checks on some work orders by hand. Despite the considerable manpower and time invested, customer coverage and reach rate were not ideal. AI installation VI Xiaomi uses automated voice quality inspection technology to realize the customer's return visit quality inspection through the appointment of voice files: has the appointment been completed? Is it reasonable to schedule time? Is the tone of installation and maintenance personnel compliant? Is there uncivilized language? And other aspects of the inspection. And according to the return visit, automatic tracking and assessment, reduce the number of quality inspection personnel while achieving 100% quality inspection, completely eliminate the customer perception of all links of non-compliance operations, to achieve closed-loop management of installation and maintenance services.
At present, the fixed-line broadband support IT system of ZTE Soft Innovation has been widely serving the domestic operators. The new intelligent installation and maintenance support scheme -- AI installation and maintenance Xiaomi, will bring new vitality to the sustainable development of the operators in the fixed-line market, and also help the installation and maintenance personnel to play more channel customer advantages. Provide business marketing, extension services, commodity sales and other extended and expanded services, through the iteration of operation and maintenance mode to achieve the effective improvement of personal ability and income.
