In 2018, AI is no longer confined to the concept stage. AI technologies such as natural language processing, image recognition, retina recognition and machine reading are becoming more mature. We began to think about and implement how to apply the achievements of AI in the management, production and operation of operators, so as to help operators solve the pain points in actual business, improve efficiency and maximize business value.
Combining 15 years of experience in the telecom industry with Ali Cloud Enabling's AI technology, ZTE Softron has launched an integrated AI solution to provide operators with an AI ecosystem of platform + application. The whole system is divided into five layers of architecture, which is based on cloud computing and big data to achieve basic AI capabilities. This basic capability set is called AI Workshop. AI Workshop provides face recognition, voice recognition and other technologies for marketing, customer service, installation and maintenance, resources and other applications, and finally serves end users through various channels.
As Huang Xianglong, CTO of ZTE Soft Innovation, mentioned in an exclusive interview with C114 reporters during the Shanghai MWC: "Zte Soft Creation built intelligent big data platform, platform into the AI workshop and Ali Cloud cooperation, unified management of various AI capabilities, AI capabilities and other data processing capabilities (such as data mining tools, label factories, marketing engines) through the arrangement, can be more intelligent and more convenient to support the development of upper application. At present, in the field of operators, the big data platform makes deeper intelligent mining of OSS and BSS data, and combines artificial intelligence technologies such as face recognition, voice recognition and machine learning to support application scenarios such as intelligent marketing, intelligent customer service and intelligent installation and maintenance. In the future, AI capabilities will be gradually superimposed on the choreography layer, so as to improve the automation and intelligence level of product choreography, business choreography and end-to-end resource choreography, so as to make forward-looking intelligent prediction of business volume changes and realize dynamic business planning and resource allocation management."
AI+ operation: Build the precision marketing ability of thousands of people
AI technology can change the interaction mode between the end operator and the end user, transforming the stereotypical mechanical marketing and customer service into precise personalized marketing with thousands of faces. In particular, for offline business halls, AI will help operators comprehensively upgrade the foyer with new retail concepts. In the future, when customers walk into the business hall, the business hall will capture all kinds of behavioral data such as the stay time, interest points and emotions of consumers through camera, WIFI and other technical means, and use the user portrait constructed by AI to intelligtively identify customer categories and predict customer business needs. Robot customer service based on intelligent summary of excellent sales skills and personalized marketing guide script, can be differentiated and personalized business recommendation.
AI+ Production: Sense, predictability, revolutionary efficiency
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.
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. However, in AI mode, all feasible schemes can be obtained in seconds through spatial path analysis algorithm, and the optimal scheme can be recommended, which can be visually displayed on GIS map in navigational style. Dispatchers only need to make decisions, which greatly guarantees the quality of business networking schemes.
AI+ Management: Good at operation and decision-making
The digital transformation of operators also poses new challenges to the internal management process of operators. Through AI enabling management, it can quickly and efficiently calculate massive financial data, laws and policies, strategic plans and other information, and make efficient plans, real-time profit analysis, intelligent risk prediction and capital allocation.
AI enables warehouse management, which collects basic warehouse information in real time through intelligent information collection and camera information collection artificial intelligence, so as to achieve real-time inventory viewing, real-time storage video monitoring, real-time inventory details viewing, real-time inventory liquidation, etc.
Zte's new BSS and OSS solutions have been piloted in some offices. From the pilot site, we can see that AI's improvement of marketing efficiency and resource management efficiency is revolutionary. In the future, driven by artificial intelligence, big data and cloud computing, ZTE Softcreate will inject new momentum into the development of the communications industry and embrace a better digital future together with customers.
