The industrial development of big data, cloud computing and deep learning has brought about large-scale breakthroughs in artificial intelligence. From the famous AlphaGo in World War I to the national AI craze, artificial intelligence has quickly become an "Internet celebrity" that all walks of life are eager to embrace from the "new edge" in the scientific circle. The innovative application of artificial intelligence in the vertical field is emerging in an endless stream. At the present stage, how should operators get on the AI express train of rapid development and flexibly solve the pain points and problems on the road of digital transformation?
Marketing: From "awkward Conversation" to "Looking at Faces"
No matter the customer service of the telephone call, or the shopping guide of the business hall, they all face the same awkward situation when making business recommendation, that is, what do the customers need? Not knowing what the customer wants, the customer service staff can only call a specific customer and recommend a specific package according to a pre-prepared script, and often receive a polite refusal from the customer. Without knowing what the customers want, the shopping guides can only blindly receive the flow of people. They have more machinery but less initiative, which greatly affects the customer experience and service value.
With the help of AI technology, the traditional simple and repetitive marketing model will be completely overturned. Customer service staff based on the intelligent summary of excellent sales skills and thousands of marketing guide script, can carry out differentiated and personalized business recommendation. Through cameras, WIFI and other technical means, the business hall captures various behavioral data such as the stay time, interest points and emotions of consumers entering the business hall, and uses the user portrait constructed by AI to intelligtively identify customer categories and predict customer business needs, so as to serve customers more accurately.
Customer service: From "Sea tactics" to "technology Intensive"
When a business package is unavailable or cancelled, the first response is "call if you have a problem". Even in such a developed Internet, for operators with hundreds of millions of users, customer service hotline is still one of the main service channels. However, similar to many traditional industries, on the one hand, customer service staff have high work intensity, single work form, high repetitive content, and even often need to face difficulties and negative emotions of customers. On the other hand, limited human resources are unable to meet the large number of consulting users and the rapidly changing business needs. Hiring a large number of customer service staff increases the operating cost and fails to produce direct benefits.
There are many applications of AI in customer service, which can solve these problems to a large extent. Intelligent customer service can be 24 hours online, 24/7 interaction with customers, so that artificial agents save more time and energy in the face of high value problems, take the initiative to provide customers with more personalized, more flexible, more in-depth professional advice. In the one-to-one communication between customers and exclusive intelligent customer service, instant reply can save the waiting time of customers. Various data deposited in the service process can also help intelligent customer service to continuously learn from themselves to improve the response efficiency, thus forming a positive cycle.
Faking it: From "Hard Work" to "Ease"
With the rapid growth of home broadband service, the existing IT support means can not meet the high efficiency of installation and maintenance work. For customers, the money is handed over to renew, but not immediately installed; If a network fault occurs, you need to wait patiently. For installation and maintenance personnel, construction operation is a painstaking and meticulous work, a large number of work orders should be processed quickly, and the site should face all kinds of unexpected situations, often powerless.
In view of the scene that is highly dependent on experience and human input in the process of installation and maintenance, AI guides the whole process of installation and maintenance from installation and maintenance appointment to on-site construction, from quality inspection evaluation to service guarantee to automation, intelligence, cost reduction and efficiency improvement through various means such as voice recognition, graphic recognition, machine reading and question answering robot. Ensure that the installation and maintenance personnel can complete the broadband opening and fault repair in one time and quickly, improving the installation and maintenance efficiency and customer satisfaction.
Resource Management: From "Blind Man to Elephant" to "What You See Is What You Get"
In the field of operators' resource management, AI will also play a role in intelligent and visual input, maintenance and scheduling of cloud pipelines, shorten the construction cycle of resource networks and save investment costs. For example, it is difficult for the system to calculate the feasible path automatically due to the excessive number of nodes, which requires dispatchers with high professional quality to take the lead. The system auxiliary configuration scheme is difficult to operate, has high threshold, and has low efficiency. On the other hand, in AI mode, all the feasible schemes can be obtained by 30 nodes in 0.79 seconds through the spatial path analysis algorithm, and the optimal scheme can be recommended, which is displayed on the GIS map in a navigational style. Dispatchers only need to make decisions, which greatly ensures the quality of business networking schemes.
Of course, helping operators solve business and application pain points is just one direction of digital transformation. As a leading digital transformation expert in the world, ZTE Softran's ZSmart overall solution based on AI, big data and cloud computing enables operators to achieve a full range of digital capabilities from production, operation and management, and successfully realizes business transformation. From June 27 to 29, during the 2018 Mobile World Congress • Shanghai, ZTE Soft Innovation will unlock various ways for operators to integrate with AI at booth F60, N2 Pavilion, Shanghai New International Expo Center. We sincerely invite you to talk about the bright future of AI!
