Expectations and challenges of smart customer serv

2022-09-23
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With the progress of the times and technological development, the communication mode of customer service centers in various industries has developed from voice communication to the era of all media (text/voice/picture/video) communication. With the gradual maturity of VR (virtual reality), AR (augmented reality) and MR (hybrid reality) technologies, the boundaries of time and space will be broken in the near future, It will be possible to provide face-to-face services anytime, anywhere

intelligent customer service robot will still be dominated by people

development and application of intelligent customer service

in the Internet, finance and e-commerce industries, standardized data and business processes account for a relatively high proportion, and the technical driving force is strong. Therefore, intelligent customer service has cultivated very mature cases in these industries where all machines cannot operate normally. Take JD Jimi as an example. The daily reception volume is as high as one million times, covering JD's 1billion + goods. The response accuracy is more than 90%, and the user satisfaction is more than 80%. While reducing the pressure of customer service, it provides better services for users, and helps external enterprises reduce human costs by at least 50%

expectations brought by intelligent customer service to airline enterprises

first, divert incoming line pressure and improve service experience. The huge fluctuation of incoming line volume determines that the staffing will never meet the peak needs. Under the business scenarios of large-scale flight delays and e-commerce promotions, the staffing of customer service personnel will always be stretched. At this time, the customer service department will give up vacation, and all staff will increase their horsepower to cope with the incoming line. Combined with the technical conditions at that time, it is not enough to overcome the shortcomings of hydraulic transmission itself. Even so, There are still many passengers who cannot enter the line smoothly, which affects the service experience. Through intelligent customer service, realize the elastic expansion of service capacity, cut the peak and fill the valley when the incoming line flow fluctuates greatly, and improve the overall service experience of passengers through close human-computer cooperation

second, unify direct sales channels and integrate service output. All airlines have built call centers, business departments, official, app, official account and applet channels at different times. Most of these self owned passenger service output channels lack top-level planning. The answers obtained by passengers from manual customer service may be inconsistent with or contradictory to the answers given by official question answering robots. Through the unified planning of intelligent customer service system, the customer service knowledge base is constructed as a whole, and the man-machine collaborative service ability is output to all service channels, so as to achieve the consistency of passengers' service experience in multiple channels

third, explore added value and enable precision marketing. At present, the competition in the civil aviation market is becoming increasingly fierce, and the route resources of popular airports are saturated at all times. The displacement service of only one ticket has been difficult to meet the needs of the healthy and sustainable development of aviation enterprises. On the basis of the passive retrieval interaction that you ask and I answer at present, intelligent customer service uses app, and other channels to actively chat up, actively meet passengers, and recommend additional products upstream and downstream of tickets, so that users can buy while consulting, and integrate precision marketing in the process of providing convenience for passengers

intelligent customer service robot brings infinite imagination to airline enterprises

what else do airline enterprises need to do to play with intelligent customer service?

first, system first, technology driven. At present, many airlines in the industry have begun to lay out the system construction in the fields of intelligent customer service and all media customer service. The author believes that more important than the system is the construction of intelligent customer service system, and carry out unified planning and design for the organizational structure, assessment system and system construction. The traditional customer service center structure mainly divides customer service vertically according to different skills according to business division, while the corpus training, knowledge base construction, demand undertaking, experience Optimization and other work in the operation of intelligent customer service mostly need special posts to carry out continuously. At present, most of the large-scale IT systems in aviation enterprises that read the maximum load Pb value are mostly implemented in the form of project system. The waterfall phased promotion of traditional projects is difficult to meet the needs of intelligent customer service system for continuous improvement of algorithm model, problem identification, system experience and so on. The construction of intelligent customer service system is more suitable for the promotion of product system, agile development and rapid iteration. The airline company's own core IT personnel should have a clear positioning for the overall system architecture and medium - and long-term planning, and integrate internal and external technical resources to drive the continuous iterative improvement of the intelligent customer service system

second, speed up the transformation and put numbers first. Business processes in the field of civil aviation have their inherent complexity. There are more than a thousand large and small business processes in aviation enterprises. At present, the digitalization coverage of business processes in most aviation enterprises is less than 50%. Data is the blood of the system. Although intelligent customer service looks beautiful, most of the business processes are still under way without the support of the underlying data. It is difficult for intelligent customer service at the upper level of the information planning to achieve the desired results. Therefore, eliminating internal data islands and accelerating the digital transformation of enterprises are the prerequisites for intelligent customer service to truly blossom in aviation enterprises

technology maturity curve

artificial intelligence and robots have become the focus of the global industry. Although artificial intelligence has also caused the concern of many famous people around the world, the era of machine driven labor resource redistribution is not far away. Human greed for technology cannot be stopped after all, and the era of artificial intelligence will eventually come. From the perspective of technology maturity curve, 50kN electro-hydraulic servo fatigue testing machine was selected for compression test in 2017. Artificial intelligence is in the expected expansion period. The main trend of new technology in the coming years is that the first is ubiquitous artificial intelligence; The second is the immersive experience; The third is digital platform. Therefore, the convergence of artificial intelligence + scenario + big data analysis brings a competitive business ecosystem. Civil aviation industry is a traditional industry. Coupled with the high attention and control of security, the landing of artificial intelligence customer service will be later than other industries. Therefore, in the mature period of technology, more aviation enterprises will embrace artificial intelligence. At that time, a large amount of sleeping data will become a new treasure

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