ZSmart utalk - Intelligent Customer Service Solution

Transcription

1 ZSmart utalk - Intelligent Customer Service Solution Taimoor Khizer Senior Analyst, ZTEsoft 2018 TM Forum 1

2 Is AI the Future of Customer Service One of the few areas business can differentiate themselves from competitors is on customer service. Companies spend millions each year in trying to resolve poor customer service. AI can research the database of information more efficiently and provide prompts to agents to help them resolve queries more efficiently. AI technology that has a level of emotional intelligence able to adapt according to how the customer interacts. Natural Language Processing. In other words, on understanding the meaning behind what someone is asking and not just looking at the words used, using context and natural language processing TM Forum 2

3 AI Technology is Changing Customer Service Domain Traditional Customer Service Intelligent Customer Service Lots of manpower investment, repeated questions 24/7 online Robot handle repeated issues Multiple times key press before service Recognize customer request intelligently Different service experience Agent assistant technology with less training Same service flow Personalized service based on customer image 2018 TM Forum 3

4 utalk - Intelligent Customer Service Solution, Powered by Alibaba Customer Contact Channels utalk Modules 3 rd Party IT System AI modules of Alibaba Mobile App Web Chat Facebook Twitter WeChat Weibo Call SMS Channel Adapter Self Service Intelligent Robot Manual Service Case Mgmt. Business Integration Framework CRM Billing Marketing Campaign Customer Retention Agent Desktop (Web + Mobile APP) Chat Robot ASR TTS Intelligent Quality Intelligent Promotion Face ID Voiceprint Recognition Emotion Recognition 2018 TM Forum 4

5 Main Features Omni-channel interaction Pre-integrated framework Unified desktop Agent desktop (Web + APP) Intelligent robot Intelligent outbound Intelligent agent assistance Intelligent assessment & inspection Intelligent order system Cloud-based multi tenancy 2018 TM Forum 5

6 Intelligent Service Robot (AliMe Bot) AliMe is an IHCI (Intelligent Human-Computer Interaction) Developed to provide shopping guide and assistance for e-commerce. During 2017 s shopping festival* AliMe successfully responded to 9.04 Million Queries. Accounted nearly 95% of customer services rendered by Alibaba s e-commerce platform. * $25.3 Billion - Gross Merchandise Volume 812 Million - Orders 325,000 - Orders Per Second 265,000 - Transactions Per Second 2018 TM Forum 6

7 Intelligent Service Robot 24/7 online, saving 80% customer service cost. Service Navigation Help customers to obtain accurate answers by hierarchical guide to improve user experience Man-Machine Cooperation Seamless switching between robot and manual service Knowledge Management Preset industry common knowledge, support import and export enterprise knowledge base Deep Learning Advanced AI technology enables automatic learning and enhances service capabilities 2018 TM Forum 7

8 Intelligent Voice Navigation Customer Connected Press 1 Press 2 Choose Language Set Chinese Set English Main Menu Customer Connected Welcome Message Please tell us which service you want Press 1 Press 2 Press 3 Broadband Service Mobile Service IPTV Service Press * *** Press 1 Press 2 Press 3 Press * Press 0 Query Manual Query Bill Complaint Balance Service Query Balance Query Bill Query Usage Complaint Broadband Failure Report Broadband Activation IPTV Issue Manual Service Traditional Voice Navigation Multiple layer menus, multiple times key press Listen then press, more patience Limited service options, may not find correct service Intelligent Voice Navigation Flat menus, one time voice input Directly share your request, more efficient Unlimited service options, easily expanded 2018 TM Forum 8

9 Omni-Channel Access Customer Centric Service is available wherever customer is Fast Channel Adaptation Quickly Build service platform with pre-integrated service channels Flexible Choice of Channels Select favorite channels as customer wish Facebook SMS Mobile APP WeChat Twitter Web Call utalk Weibo 2018 TM Forum 9

10 Self Service Omni channel Self-Service Configure self-service menu templates quickly based on builtin service items, and adapt to customer contact channels Atomic services, basic self-service functions can be reused for different self-service templates Flexible self-service templates can be reused for different customer contact channels Provide personalized self-services targeted to different channels Atomic services network inquiry contract handset inquiry balance inquiry bill inquiry package balance inquiry family number modification password settings complaints & suggestions manual services Template A Business Consulting Order Acceptance Process Template C Order Acceptance Process Manual Services Template B Business Consulting Manual 2018 TM Forum 10

11 Unified Agent Desktop & Mobile Agent Unified Agent Desktop Centralized Agent desktop for Multi-channels Handle various customer requests Automatically display customer information Mobile Agent Serve customers anytime Mobile office anywhere Mobile and PC seamless switching anytime 2018 TM Forum 11

12 Intelligent Agent Assistant Intelligent service engine, enhance service skill with less training Business Enhancement Recommend product and service based on consult content Guide agent positioning fault step by step for various types Hint agent to change marketing strategy based on customer feedback Service Enhancement Customer emotion recognition, prompt agent change service policy accordingly. Man-Machine seamless switching 2018 TM Forum 12

13 Intelligent Outbound Capability Intelligent Service Robot as engine, using ASR and TTS to realize automatic outbound. Customer Feedback Input Text ASR 3 4 NLP Intention Recognition 2 Automatic Outbound TTS 1 Output Text AI Engine Emotion Recognition Outbound Task Dialogue Mgmt TM Forum 13

14 Intelligent Outbound Capability Intelligent Service Robot cooperates with ASR and TTS technology, realize automatic outbound calling Execution Time Set execution period, avoid holidays and rest time period Execution Time Task Definition User-defined task content, and follow up steps based on customer feedback Customer List Support customer segment or import customers as target customer group Monitor & Analysis Outbound Project Task Definition Multiple Waves Cross-channel multiple waves, Interactive execution, better customer experience Monitor & Analysis Monitor processing and generate feedback analysis Multiple Waves Customer List 2018 TM Forum 14

15 Multi-Tenancy Mode & Distribution Management Distributors Enterprise customers Support multi-tenants and tenant management and commission management Encourage distributors to develop their own subordinate tenants through flexible system configuration. utalk 2018 TM Forum 15

16 Knowledge Base Pre-integration Integrate in agent desktop for convenient use Full-text Searching Precise searching through knowledge items and maximize knowledge base resources Dedicated Document Library Create personalized document library for each agent and teams to provide flexible configuration permission and document management Document Tag Customize knowledge directories, document labels; set management documents, and effectively manage knowledge documents Knowledge Sharing Agents share knowledge with one another Training Examination Provide training materials and organize online skills test 2018 TM Forum 16

17 Monitoring & Inspection Real-time Monitoring Intelligent Assessment & Inspection Statistical Analysis 2018 TM Forum 17

18 Key Value Better Experience Higher Efficiency Lower Cost Cross-channel consistent experience Popular Social medial and Mobile App channel Ticket processing SLA based on customer grade Personalized outbound channel and time period Agent help script and integrated KBS, more professional service Unified agent desktop, one-stop experience Drag-and-drop based IVR flow designer Automatic trouble ticket dispatch, transfer, notification Integrated KBS, improve first call resolution Intelligent report, analyze and generate suggestions for Improvement Intelligent robot, reduce HR User-defined self service menu based on flexible capability Unified routing for multi-channels, improve agent utilization Easily expand additional channel KBS and help script, reduce training cost 2018 TM Forum 18

19 THANKS 2018 TM Forum 19