The number of users surges, the business becomes more complex, and the manual customer service is overwhelmed. High labor costs, high turnover, limited budget for startups? Service first, efficiency first. How can traditional governments and enterprises provide omnichannel customer experience? During the 2018 Mobile World Congress (McOngress) in Shanghai, ZSmart uTalk, ZTE's new generation of cloud customer service contact center, made an exciting appearance, and gave answers to the above questions.
Saying goodbye to simple algorithms, brainless questions and answers, and tedious configuration, uTalk intelligent customer service "can listen, can speak, understand you" has attracted much attention from guests on the scene.
Can hear - speech recognition, subversion of traditional hotline service
"Dear users, please press 1 for phone charges, 2 for business, and 0 for manual services........." Listen to the voice navigation, while following the input information, if the wrong press again, I believe that many users in the customer service hotline have such experience. In addition to the manual customer service, can the machine customer service immediately complete the business according to the needs expressed by the user?
uTalk's IVR(interactive voice response) uses a flat menu design, enabling voice input at one time, which effectively changes the disadvantages of traditional voice decomposition service layer by layer. For example, as long as users say "I want to open a 90 yuan file traffic package", they can immediately receive intelligent customer service feedback "Hello, immediately for you. After handling, pay attention to check the text message, thank you for your call." Intelligent customer service can also adjust the broadcast order of the menu according to the usage rate of the service menu, and is not limited by the number of service items.
Can say - intelligent voice, multi-round dialogue machine difficult to divide
"Hello, I am the customer representative of XX Company. We have a new package activity recently. Would you like to know about it?"
"Sure, tell me about it."
"This service is X yuan per month with unlimited national call traffic. Shall I apply for it for you?"
"Go ahead. Can you use it this month?"
"Ok, that's all for you. This package takes effect immediately this month. Do you have any other questions?"
"No more."
"I won't bother you, then. Have a good day. Good-bye."
These conversations, which are done autonomously by machine customer service, are so real that users can hardly detect them. If these machine customer service can be used to deal with simple and complex consultation and business management on a large scale, it can not only relieve the pressure of manual customer service, but also bring users a more convenient and efficient service experience.
uTalk is based on natural language processing technologies ASR and TTS to realize intelligent outbound robot calls. When there is a telephone access, you can automatically identify the voice into text, after intelligent engine processing, and then the response text synthesis for speech, output to the user, the whole process without manual intervention, easy to achieve the above functions.
Understand you - intelligent interaction, what you want to give you what you need
The Ali "Cloud Xiaomi" used by uTalk is different from traditional customer service robots. In addition to speech recognition, speech synthesis, speech interaction and emotion recognition, it can also realize chat, knowledge management, intelligent learning and other functions. When Xiao Mi perceives the customer's mood fluctuation, she will recommend the appropriate response to the manual customer service on the right side of the window in real time. With the assistance of Xiao Mi, the training time and cost of customers have been effectively controlled.
In addition, the intelligent dialogue analysis service provided by uTalk can help enterprises conduct the quality inspection of conversation recordings or dialogue texts, dig out the problems and opportunities that may exist in the process of customer service, and build more accurate user portraits according to customer behaviors, preferences and emotions, so that enterprises can improve the quality of service, monitor public opinion risks and optimize service strategies more specifically.
Garner predicts that in 2020, 90 percent of all business interactions between people and businesses will be conducted by digital assistants. In the establishment of the new online customer service Internet ecosystem, artificial intelligence will play a key role, but also lead online customer service quickly to a broader field. Focusing on improving user service experience and advocating intelligent online customer service for enterprise development is the top priority for enterprises in choosing online customer service reference conditions.
Based on AI + cloud structure, ZSmart uTalk is committed to providing customers with better service experience at lower cost and higher efficiency, while providing optional business intelligence modules to help enterprises provide better business services. In the new era of intelligent services, uTalk will join hands with enterprises to embark on the road of efficient operation and meet the beautiful new future of digital transformation.
