In 2018, artificial intelligence ushered in the "first year of application" and the era of "AI+". It has not only been a hot scientific and technological topic among the public, but also been written into the government work report for the first time to rise to the national strategic level. The rapid development of artificial intelligence in the customer service industry and a different spark.
With the rapid development of The Times and the surge of labor costs in China, human-intensive customer service centers are about to usher in changes. Intelligent customer service has become a market trend and a core element of enterprise competitiveness. It has been widely integrated into the business scenes of all walks of life. The shift from "technology-intensive" to "human-intensive" is urgent. However, in today's customer service industry, if intelligent customer service is still limited to passive service, it is not far from being abandoned by The Times.
2018 Ali Cloud Conference, Whale technology with intelligent customer service brand WhaleTalk appeared at the venue, and in the whale technology user conference for the release of the new name, from the original ZSmart Cloud UCC officially changed to WhaleTalk. Now let WhaleTalk lead you to "gather intelligence and connect the future", and enjoy the all-channel AI customer service integrated with "intelligent service + intelligent operation".
Intelligent service - thousands of faces, all day service.
Man-machine collaboration
Intelligent robot perfectly supports all kinds of scenarios such as intelligent self-service, intelligent outbound call, and customer complaints, effectively reducing the workload of artificial seats by 85%, reducing the transfer rate by 50% on average, and saving the number of artificial seats by 70% on average. The problem recovery accuracy rate is as high as 90%, and the one-time resolution rate can reach 70%. 7*24h full time service, significantly reduce the number of manpower stationed at night, improve customer night service experience. Artificial seats to solve difficult problems, real-time display of robot interaction content, seamless, collaborative office.
Intelligent speech
Subversive customer interactive service experience, flat voice navigation design, the use of natural human habits of the service trigger way, say demand can be handled directly, say goodbye to the cumbersome layers of progressive menus, reduce the average processing time of up to 80%. A standard Hulwhale intelligent customer service robot can hold conversations with 500 customers at once. Based on natural language processing technologies ASR and TTS, the user experience is very close to that of a real person.
Omnipotence in one stop
Cross-channel one-stop unified workbench, multi-channel feedback integration, no need to switch interface. Simple and efficient style, easily respond to customer needs, comprehensive response to customer requests, real-time display of customer information, interactive history. Synchronous mobile seats, anytime and anywhere to provide customer service, no longer because of the PC limited by the site and time, do not leak a message, switch at any time, perfect connection.
The pre-integration architecture provides rich interfaces and simple and flexible docking operations. It maps the business functions of BSS and big data platform, integrates billing system, CRM system and enterprise's own business system, making the product more all-around and professional.
Intelligent operation - data mining, flexible assistance.
Intelligent assistant
Intelligent agent assist function, prompt agent can recommend products and services, guide agent to locate the fault, remind agent customer mood change and adjust service strategy, greatly reduce the manual agent skill requirements. Greatly reduce personnel training time, less training work, better service experience. At the same time, it can also enhance the capacity of seat business and service. Reduce labor costs and improve service experience.
Auxiliary decision
Super intelligent quality inspection, 100% full quality inspection, farewell quality inspection blind area, effective detection and early warning of potential risks, effectively reduce customer complaint rate, quality inspection efficiency increased 200%. Multiple complex business scenarios are covered with low cost and timely response results. Let enterprises more targeted to improve the quality of service, monitoring public opinion risk, optimize the service strategy. The use of natural language processing technology to analyze text, assist the development of enterprise business strategy.
Excavate value
The customer service robot's powerful data analysis system can not only automatically generate various data reports according to the visitor records, but also explore the new needs of customers through the service records. Comprehensive data analysis, customer management skills. Speech recognition and translation technology, in-depth analysis of text, mining customer information, targeted development of marketing strategies, transform potential customers, improve market competitiveness.
WhaleTalk intelligent customer service, applicable to the whole industry and the whole scene, from service, management, marketing and other dimensions for government and enterprise customers to bring subversive changes.
Transform customer service from a cost center to a profit center. WhaleTalk's new name also represents a transformation of its smart customer service offerings. Not only for operators, WhaleTalk has begun to promote its presence in the transportation industry, cooperating with hotels, restaurants and entertainment companies in Singapore, and promoting in insurance, government, finance, online education and other industries, as well as in South America, Southeast Asia, North America and other regions. At the same time, WhaleTalk intelligent customer service will also share more than 15 years of customer service industry experience of service operators with enterprises, providing business consultation for enterprises, so that enterprises have more perfect and sustainable customer service solutions. Lead the government and enterprises to embark on the road of digital transformation and drive the digital future.
