"Please press 1 for a certain service, please press 2...", so the traditional telephone customer service may be gradually replaced by AI customer service. Ant Financial Services recently announced that it will fully open its "new customer service platform" with AI technology as its core. Compared with traditional telephone customer service, the artificial intelligence customer service "Xiaoye Answer" will give a response in 1 second.
In the future, users will experience this convenient intelligent voice interaction in more and more enterprise customer service scenarios. This is another big scene after the opening of ants Jinfu AI after the fields of wealth management and insurance.
Open Alipay "My Customer Service", you may not have thought about what to ask, the intelligent customer service "Xiaoya Answer" has been based on behavior trajectory, machine algorithm, big data "dispatching array".
The test data shows that the time required for the “Little Grass Answer†to complete the 5 rounds of Q&A is about 1 second, which is 30 to 60 times higher than the manual customer service. In addition, it can also act as a "bodyguard" to judge the risk, start a one-click loss reporting, one-click report and other functions in an emergency.
A customer service scene that can be perceived as "Little Grass Answer" is only a small part of Ant's intelligent service system. Behind the efficient operation of “Xiaoya Answer†is the stable and orderly support of people, processes and technology of the entire customer service platform.
Xu Wei, senior director of Ant King Customer Service Center, called the whole system "new customer service platform". The so-called "new" in his view, technological innovation is necessary, and all aspects of air control and decision-making are the key to improve service efficiency. It is the goal that always pursues to make people play more value.
For Ant Financial, one of the most important keywords of the "new customer service platform" is Pratt & Whitney. It is understood that in the field of customer service, more than 140 companies in the government, finance, e-commerce and other fields have access to the customer service capabilities of Ant Financial. This time, the AI-based "new customer service platform" will be further fully opened. Xu Wei said that this is also based on the background of ant Jinfu's comprehensive deepening of opening up this year.
In 2016, Hezhong Life Insurance introduced the ant gold service customer service capability, including online customer service, automatic outbound call, and intelligent quality inspection, which improved the efficiency of work and the quality of work. The robot solution rate is as high as 83%, the outbound capacity is increased by 15%, and the inbound capacity is increased by 10%.
“Ant Jinfu is in the field of intelligent customer service, starting early, applying technology is fast and new, the Internet industry is changing and the professionalism of the financial industry is making it at the forefront. Providing this capability to the whole industry will certainly drive the tradition. Enterprise Transformation, said Zhao Xi, the promoter of the Asia Pacific Customer Service and Call Alliance.
AI will not "kill" artificial customer service but make people become better peopleIn Europe and the United States, AI has begun to replace bank outlet employees, credit approvers, and even Wall Street investment analysts. In this context, customer service seems to be a “high-risk†industry that is easily unemployed. Will Ant Financial Co., Ltd., which has a solid technical ability, popularize intelligent customer service, will this trend be exacerbated?
Zi Meng, the person in charge of "Little Grass Answer", does not look at it this way. The implementation of the service quality and user experience, the machine is not perfect, the artificial can not be absent. "The problem solution ultimately depends on the urgency of the user's appeal, such as users who suffer financial losses due to fraud, the most needed is the help and care of people, not the cold machine," he said.
Xu Wei believes that the ultimate goal of vigorously developing intelligent customer service is obviously not to subvert humans, but to provide a better experience for human beings, so machines must become smarter, and so should people as machine "trainers".
He revealed that in the future, Ant's customer service platform will continue to vigorously apply cloud technology, big data, and AI intelligence to try to break through the customer experience. For example, it seems that there is still a little "small answer" in the future. Human dialogue. Intelligent customer service solves more basic problems, and manual customer service shoulders a wider and deeper user touch, constantly tapping customer needs, and innovating user education, all of which are places where labor needs creativity.
The intelligent customer service is open and is part of the overall open strategy of Ant Financial AI. The chief data scientist of Ant Financial Services, Qi Yuan said: "The ant AI technology will mature one and open one." Up to now, Ant Financial has opened up its intelligent financial management AI capabilities and intelligent image loss technology to its partners.
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