For the customer, the enterprise service is always online. For the enterprise, the customer retention rate is improved, but the customer service cost is greatly reduced. Is this the optimal state of the enterprise service force?
However, the reality is far from it. With the rapid growth of customer service in various industries such as finance, telecommunications and education, the traditional customer service mode is restricting the development of enterprises. Many customer service centers choose to move to areas with relatively low labor cost, but they still cannot meet the growing demand for customer service, and the customer service cost is still rising.
In fact, 80% of the questions that need to be answered in the conversation between the customer and the enterprise are simple questions, and it is neither cost-effective nor time-saving to have the customer service answer the simple questions of the customer, and the enterprise cannot transfer the customers who need to get the answers to the company's multiple customer representatives in order to effectively retain the customers. It is under this background that intelligent customer service with natural language processing (NLP) technology as the core comes into being. Intelligent customer service can automate simple customer service tasks through human-computer interaction to improve customer service and accelerate business, including increasing profitability. According to Gartner, AI is expected to handle up to 80 percent of customer service interactions by 2020.
Ai can help customer service interactions in many ways: by providing simple 7-by-24 answers to customer queries, sorting messages, quickly delegating prioritizing tasks to humans when necessary, and freeing up human support to facilitate more valuable call services. Ai can do this by analyzing large amounts of data faster than human customer service, and therefore can predict the required responses faster than before, with greater accuracy. Ai uses cutting-edge speech recognition technology to understand people's needs, identify consumers and predict necessary feedback.
Natural language processing (NLP) is the most common tool in the AI tool library. It analyzes human language to understand the context and consequences of interactions, so the AI can often talk to people without human intervention. NLP works in conjunction with voice recognition to ensure customers get the help they need in the least amount of time while minimizing failed communication. If the AI is unable to help the customer solve the problem, it ensures that the customer is quickly handed over to a human.
All of this leads to many benefits, including a better and more efficient user experience, minimization of pain points, and greater customer satisfaction. It also reduces the number of labor hours needed to maintain simple tasks, which means the customer service cost budget can be better used elsewhere.
By using intelligent customer service systems, enterprises can not only provide multi-channel online customer service to millions of customers through the network, but also provide direct telephone communication services to customers through the network.
In this context, the birth of intelligent customer service products and service model of Infobor not only helps enterprises adapt to the rapid development of mobile Internet and create a new model of artificial intelligence technology to provide customer service for customers, but also significantly reduces the cost of customer service while ensuring service quality and service efficiency.
Infobird physical customer service robot
With the rapid development of the robot industry, physical customer service robots equipped with intelligent customer service system have appeared in bank office halls, telecom business halls, high-speed railway stations, large shopping malls and other occasions, enriching the form of customer service, and forming an all-camp intelligent customer service system composed of network intelligent customer service, telephone intelligent customer service and physical customer service robots. Initially constitute a new industrial form.
With the continuous growth of the large demand for intelligent customer service in the domestic customer service market and the continuous progress of artificial intelligence technologies such as natural language processing, Infobird is applying various physical intelligent customer service machines to help finance, telecommunications, energy, transportation, education, government office and other fields to achieve intelligent interaction.
Information bird online intelligent customer service
In recent years, with the rapid development of the Internet, mobile Internet, social applications and other media and the progress of artificial intelligence technology such as natural language processing (NLP), online intelligent customer service system has been more comprehensive and rapid development, gradually formed wechat, Weibo, APP, Web, SMS and other omni-channel intelligent customer service, and realize the "centralized management of knowledge base, Multi-channel application ".
Inbird online intelligent customer service can realize self-service consultation, business processing, marketing and other more comprehensive functions, the interactive form breaks through the one-to-one text response mode, support related problem association, related problem recommendation, homophone error correction, graphic message reply, contextual semantic analysis, multiple rounds of dialogue, H5 web display and other interactive forms, more convenient and more intelligent.
Information bird telephone intelligent customer service
The rapid development of telephone intelligent customer service is gradually realizing the perfect combination of artificial and intelligent customer service. The development process of telephone intelligent customer service is that intelligent customer service and artificial customer service complement and help each other. It is also a process of continuous progress of artificial intelligence technologies such as speech recognition (ASR) and natural language processing (NLP) and continuous integration with market demands.
In banks or large after-sales call centers, the number of telephone customer service personnel is still very large today, there are still countless customers from the telephone channel to consult, handle business, after-sales maintenance, complaint service, etc. Intelligent customer service help enterprises to achieve intelligent call center functions, including intelligent call analysis, intelligent voice IVR, queue management, call transfer to work order, call transfer, three-party conversation, etc., can help enterprise customer service in the service content, service scope, service mode, service object, service quality and other aspects of improvement.
Information bird intelligent quality inspection
With the gradual maturity of ASR(automatic voice recognition) technology, automated voice quality inspection has been implemented. ASR's capability analyzes the conversation content from the recording and text based on intelligent rules, conducts secondary verification of service data by man-machine cooperation, and discovers the problems and opportunities in the conversation, thus improving the quality inspection efficiency and result accuracy of enterprises. This is the bright spot of the intelligent quality control solution. Through the application of innovative technologies such as intelligent quality inspection system, Xbird software provides strong technical support for enterprises' digital transformation and upgrading, helps enterprises to rapidly improve rapid deployment, enhance business capacity, long-term adaptation ability, and free processing ability of large traffic and high concurrency business, and improve the competitiveness of the ecosystem in which they are operating. Under the business opportunity of the new data business closed-loop mode, Achieve efficiency and cost reduction, business innovation including accurate flow realization and all-round performance growth.
Along with the progress and development of artificial intelligence technology, the outline of intelligent customer service industry has appeared and shown a huge prospect for development, the bird intelligent customer service product family, can help enterprises into the era of humanized customer service, eating hot pot singing songs, easily open up the 7*24 hours satisfactory service of the enterprise service realm.
