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Digital intelligence transformation embraces 5g! IFLYTEK appeared at the 2021 China call center and enterprise communication conference

2021 will be the first year of 5gtob scale business, and the ICT industry will also stimulate new business patterns and business growth due to 5g

on April 15, the 2021 China call center and enterprise communication conference hosted by CTI forum, an information and communication technology industry station, was grandly held in Liaoning building, Beijing. The conference focused on building enterprise communication cloud ecology in the 5g era, and focused on enterprise communication, call center, next-generation communication architecture, etc., to show a variety of cutting-edge technologies, continue to promote the development of ICT industry, and timely reflect the latest trends of industrial development. Nine enterprises including Genesys, Huawei, iFLYTEK, Zhujian intelligence and Guangzhou yunqu delivered keynote speeches. The exhibition also gathered many well-known enterprises in the industry to promote products and solutions on site and discuss the development direction of ICT industry in the future before the fire burns to the cabin

▲ opening of 2021 China call center and enterprise communication conference

iFLYTEK was invited to present its products and solutions in the field of intelligent customer service at the exhibition. Yaojichao, product director of intelligent service division, shared the thinking keynote speech on digital intelligence transformation of AICC at the meeting, displayed iFLYTEK's AICC Omni channel personalized service solutions, and called on the industry to jointly build a new ecology of AICC industry and provide people with more temperature More valuable call service

01 in the next three years, 70% of CC business will be completed by robots.

intelligentization has brought many values, such as reducing operating costs, optimizing customer experience, improving operation efficiency, improving service quality, driving business innovation, and so on

as the main force of consumers has shifted from the post-60s and 70s to the post-80s, 90s and even 00s, their demands for personalized and intelligent services are increasing. The impact of the epidemic last year has also accelerated the construction of intelligent call centers. The digital transformation of call center will face both opportunities and challenges in the future, especially the opportunity trend

▲ yaojichao, the director of iFLYTEK intelligent service division and its broken products, delivered a keynote speech

Yao Jichao believed that in the next three years, 70% of CC business will be completed by robots, and the rest of manual services will focus on more valuable and warm aspects. Voice will still be a very important business channel for CC

these changes bring about a change in the demands for the future construction of the call center. First, on the service side, it should be able to support omni-channel access and efficient human-computer collaboration; Second, in order to support business development, the call center organization needs to make corresponding changes to match the digital transformation, set different new positions, optimize the organization, and operate the whole call center; On the operation side, the call center needs to establish a digital operation mechanism to uniformly manage all kinds of knowledge generated, and have a self-learning closed loop for new employees and digital employees to improve the overall experience of call center services

02 iFLYTEK continues to optimize AICC's Omni channel personalized services

as a well-known voice technology company in the industry, iFLYTEK has long served leading customers in finance, government affairs, public services and other industries. In recent years, iFLYTEK has continued to polish services such as AICC's Omni channel personalized service scheme and AICC's manual agent self-learning scheme to help customers optimize AICC's organizational structure and build an intelligent layered operation system

from traditional voice access to text and then to video customer service, with the arrival of 5g era, iFLYTEK has built an overall intelligent customer service solution covering all channels and multimedia, providing personalized intelligent service experience for different user groups and different scenarios

▲ in recent years, iFLYTEK has continued to polish the AICC Omni channel personalized service plan

we have done a case of personalized voice service with a city commercial bank this year. For example, Ms. Liu is a full-time mother and will give priority to the promotion after entering the voice service, which will affect the safety and durability of all structures. We recommend some financial products; For business people, after entering the voice service, priority should be given to matching the business of high-frequency applications, such as credit card quota and bill query. If it is found that the credit card quota is insufficient, it will be automatically transferred to manual. It is also trying to connect to the seat voice synthesis Library of VIP business, so that the user can be served by a dedicated robot. The robot voice is consistent with the voice of subsequent customer service, After switching to manual work, people will not notice that robots are in service in the early stage. Yaojichao introduced to the audience

it is particularly worth mentioning that, with the process of social aging, in a series of business scenarios of providing for the elderly in the future, the call center can be used as an overall entrance to provide services such as helping the elderly with chronic disease management, health follow-up, car hailing, express delivery and meal ordering, so as to improve the user experience of the elderly, which will bring benefits to the elderly population and bring value-added potential to the future development of the call center

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