Education is a huge market. Regardless of age or class, the desire for knowledge to change the fate of the people has made the enthusiasm for education unprecedentedly high. Primary and junior high school, early childhood education, cultural and sports training, language training, vocational education almost burst out at the same time. However, for practitioners, this seems to be the best time, but there is the most difficult business environment. Learners are anxious about their educational input and output, and educational practitioners are suffering from the anxiety of business.
According to research data, the total size of China's education market exceeded 9 trillion yuan in 2018, but every educational institution has its own difficult history. Traditional education giants are stuck in the bottleneck of growth, while emerging forces are still exploring ways out. Across the industry, there are many difficult questions to be answered:
First, homogeneous competition, education industry knowledge threshold is high, but the threshold of entrepreneurship is low, from fighting value to fighting price.
Second, because of the high turnover of personnel, organizations must strive for more students during the employment period to maximize the value of human resources in order to recover their investment.
Third, with the rapid development of new technologies, artificial intelligence education systems developed by many emerging companies are flooding into the education industry. The puzzle of AI needs to be solved in education enterprises as soon as possible.
When the seemingly huge market size of the education boom, every institution is engaged in a survival of the "fight", especially in the field of customer service.
In the field of education, the application of customer service ranges from passively answering customer questions to actively seeking customers. The main scenarios include pre-sale answer to customer consultation questions, pre-sale return visit to prospective customers, receiving customer suggestions, after-sales complaint service, after-sales customer feedback, after-sales training service, after-sales customer return visit, secondary sales and so on. With the development of artificial intelligence, big data and other technologies, education and training customer service is transiting from Internet tools to cloud customer service.
According to the survey, at present, 35.7% of the customer service tools of education and training institutions are mainly Internet tools (instant messaging tools, online communication communities, online help documents, etc.), 33.3% are mainly telephone (telephone, SMS, fax, etc.). "Optimization" is the urgent demand of customer service applications in the education and training industry, how to improve the quality of customer service personnel to answer questions? Improving the efficiency of work order information flow and cooperation among departments, how to achieve 7*24 hours of uninterrupted customer service, improving the speed and quality of solving customer problems, improving the speed of responding to customer requests, and effective quality inspection are all urgent problems to be solved in the field of customer education and training.
Take an online school as an example. As a world-class online learning platform for finance and economics, an online school has advanced and efficient course system and has received massive consultation through telephone and online channels. However, it lacks effective customer behavior data analysis, low conversion rate of business opportunities, many business lines and imperfect knowledge base system, so it needs to improve and enhance customer service quality to attract more students. Improve students' motivation and satisfaction.
Such enterprises need to import intelligent cloud customer service system, build channels such as telephone, APP, wechat and official website to receive intelligent customer service platform, build professional knowledge base, use intelligent customer service robots to quickly respond to service demands, and flexibly use work orders to improve the cooperation efficiency of various departments, expand the scope of enrollment, build intelligent quality inspection, and improve service level. Build a good reputation.
Educational institutions should pay attention to the following advantages when screening cloud customer service solutions:
a) Simple customer service workbench interface design, high operation convenience
b) Product integration ability and low access difficulty
c) The product communication channel has strong load capacity
d) Strong robot capability. Based on industry-leading deep learning technology, customer service robots with multiple core functions such as autonomous learning, natural language understanding, knowledge graph, intelligent question and answer, and task dialogue are built.
e) Implement AI education scenarios in the teaching process of "teaching, examination, management and marketing", and provide AI education products and services such as classroom quality analysis, intelligent marking and homework correction.
Aiming at the education and training market, Shinebird has devoted itself to research for many years and provided complete customer service marketing solutions to improve customer acquisition and transformation. Educational institutions can introduce Shinebird intelligent education customer service solutions in the following scenarios:
Students full journey fine operation
The intelligent education solution of Infobor is based on the pre-sale and after-sale stage of marketing. It provides voice quality inspection, intelligent outbound call, face fusion and other capabilities to help customers refine operation, reduce cost and increase efficiency.
Teaching AIDS are abundant and efficient
The intelligent education solution provides teachers with rich teaching means, and judges the teaching quality through AI educational technology, so that the teaching is more targeted, the learning efficiency is improved, and the teaching quality is promoted.
Text speech recognition intelligent test evaluation
Through the function of character recognition, the intelligent education solution can recognize the test paper and the student's homework text, and realize the intelligent marking and homework correction; Through the deep learning of AI education technology, the pronunciation level is automatically evaluated, error correction, defect location and analysis are made by the computer.
Sensitive information screening, content control reasonable compliance
Newsbird intelligent education solutions provide the functions of filtering pornographic figures, checking political figures, filtering violent and sensitive information, effectively control the video, live broadcast and picture content of business, and help enterprises effectively avoid risks related to pornography and politics.
"Artificial intelligence + education" has become a key word in the education and training industry, which is eager to drive sales growth by improving customer experience. The intelligent education solutions of Enbird have been widely used by hundreds of industry customers such as EF Education First, Hujiang Education and Global IELTS, whether it is to promote courses to customers in the early stage, teach, test and manage in the middle stage, and follow up students in the later stage. Information Bird has taken the lead in creating intelligent education with users as the center.
