For many households, 100 - and gigabit broadband access has brought too many surprises. But the slow speed of the network, many faults, operators can not keep up with the service also brought them a lot of distress and inconvenience. As the entity service channel closest to customers, broadband installation and maintenance plays a unique role in the wide market game. How to build a more standardized and professional first-line service team? How to improve service quality and customer perception in the process of installation and maintenance?
At the 2018 Mobile World Congress in Shanghai, ZTE Soft Innovation combined with the current most popular image recognition, machine reading, question answering robot and other AI technologies, brought different business wide installation and maintenance solutions, which were widely favored by guests on the scene.
AI appointment assistant, standard specification docking customers
As a home wide installation and maintenance service standardization action, construction appointment is one of the essential links. Traditional manual appointment, due to divergence of topics, understanding deviation, uncontrollable emotions and other factors, leads to low communication efficiency and poor customer experience. What would happen if robots were used instead of traditional human customer service?
Zte Soft Creation combines big data analysis, natural language understanding and other technologies to create AI appointment assistant, reasonable scheduling and allocation of installation and maintenance time, and simulate customer service staff to contact users, appointment to confirm the specific on-site construction time. In communication, even if the user interrupts the conversation, has vague semantics, repeated content, jumps the topic, etc., the appointment assistant can still be gentle, polite, appropriate response, patient and professional, standardized and standardized to make the appointment.
AI VI Xiaomi, 365 days x 24 hours 24/7 service
First-line broadband installation and maintenance is a painstaking work, every bayonet, every fiber, every port, must be accurate, in order to provide users with the best quality network experience. However, the on-site work of installation and maintenance personnel mainly relies on personal experience accumulation or "guidance" from others, and the systematic knowledge structure is limited. When the construction in the user's home, the face of various failure conditions should be how to solve?
For example, the optical cat (smart home terminal) cannot access the Internet after being powered on. The installation and maintenance personnel send assistance requests to the back-end through the installation APP. The AI installation and maintenance honey responds in real time, identifies the problem through voice dialogue with the installation and maintenance personnel, guides them to locate and deal with the fault, and finally solves the problem. In the whole process of AI installation, it integrates many roles such as seat response, technical expert and network operation at the back end, and fully undertakes the support work of the expert team. With AI advanced filtering and manual assistance, the average processing time of one-line installation and maintenance problems is reduced to less than 3 minutes. The one-call installation and maintenance honey can not only improve the efficiency of installation and maintenance processing, but also win better experience for customers.
AI quality inspection expert, recording 100% quality inspection
In order to strengthen the control over the quality of broadband installation and maintenance service and assess the implementation and results of each link of service work, it is also necessary to conduct quality inspection on the recording of appointment recording, voice return visit, business consultation, customer complaints, etc., during the installation and maintenance process. Relying on manual inspection not only consumes a large number of manpower, but also covers incomplete.
In order to ease the pressure and limitations of manual quality inspection, AI quality inspection experts convert the full amount of recorded data into text data and structured data of personal emotion judgment, and automatically screen the installation and maintenance according to the self-defined quality inspection rules. The customer service staff may have bad attitude, excessive marketing, untimely response, non-standard service and other behaviors, so as to achieve a breakthrough in quality inspection efficiency. At the same time, based on the refined analysis of voice data, a large number of user habits, process improvement and other information can be mined, which is also unable to achieve the traditional manual quality inspection.
AI identification experts to assist in lifting construction by order
In the field construction, installation and maintenance personnel often encounter the situation that the allocation resources are occupied. In this way, resources need to be changed first to construct according to the work order, which not only delays the time but also affects the opening quality. Operators think of many ways to standardize management and improve the accuracy of resources. For example, take pictures of the construction, bandwidth-type service construction, FTTH installation, inspection, etc., and have them reviewed by special personnel. But with more than 2.5 million images per month in each province, there's a lot of pressure on moderators.
The AI recognition expert integrating OCR text recognition, convolutional algorithm and other technologies can not only realize automatic verification of installation and maintenance images by filtering fuzzy/duplicate images, scene-by-scene audit and batch audit, but also efficiently identify whether scenes such as label text, light cat two-dimensional code and port plug-in are constructed according to order and conform to specifications, which effectively improves management methods.
In the future, home wide installation and maintenance work no longer need to experience and desperately on efficiency, ZTE soft creation will use AI armed a line installation and maintenance personnel, to help operators liberate productivity, realize the traditional home wide installation and maintenance from labor-intensive to technology-intensive transformation, for the sustainable development of the home wide market to add new vitality.
