Abstract:Round-the-clock customer service has a savior.
In addition to the operation and maintenance personnel and logistics personnel of e-commerce platforms, there are also a group of ordinary customer service personnel who contribute silently to online shopping. Every time a customer sends a request, they need timely and effective feedback from customer service. In shopping festivals like 618, customer service personnel of e-commerce enterprises are on call 24 hours a day.
However, the application of intelligent customer service and NLP text processing has helped many enterprises improve operational efficiency and customer experience. In particular, a series of products represented by Huawei Cloud Dialogue robot are reducing costs and increasing efficiency for these enterprises that need a lot of human customer service. At the same time, more and more commercial application scenarios will drive more breakthroughs in NLP language understanding and language generation technology.
Intelligent telephone robot
Google demonstrated Duplex at its 2018 I/O conference, in which a robot uses a near-human voice to call a restaurant reservation and interact multiple times with a human on the other end of the line. This terrifying technique was widely circulated after the conference. One would imagine that when this technology was mature and landed, we would meet and chat and say to each other, “That was a great idea today, let my robot and your robot call each other later to discuss the details.”
Consumers may have to wait a little longer for such a sci-fi idea. However, for enterprises, the intelligent telephone robot launched by Huawei Cloud in 2018 has realized multiple rounds of interaction between robots and humans in multiple enterprise scenarios.
Typical application scenarios include automatic outbound call to verify user identity information, return to customer satisfaction, understand candidates’ job intentions, query order status and logistics information, marketing screening of intended customers and various types of reservation or reservation services. Huawei Cloud Chat Robot service uses a self-developed intelligent robot engine to customize the human-machine call process based on customers’ outbound call scenarios and technical requirements.
Smart phone robots can make at least 800 calls a day and have no emotion for repetitive tasks. Their work efficiency is significantly higher than that of humans. And when business grows, instead of spending time training new employees, the robot customer service team can handle more customer needs with a click of the button to increase the number of robots.
Intelligent question answering robot
The application of conversational intelligence in enterprises, including intelligent question answering robots, can be used to build intelligent customer service solutions to meet the needs of enterprises in the customer service field.
In the pre-sales consultation and after-sales service scenarios of shopping, intelligent question-answering robot can quickly realize the robot automatic response to user inquiries. When users initiate inquiries through different channels, such as PC web pages, App chat Windows, wechat official accounts and mini programs, the Q&A robot uses semantic matching, sorting model and other intelligent algorithms to find the most matching answer, and automatically answers customers’ questions.
When questions beyond the scope of robot knowledge cannot be answered, users can be seamlessly transferred to human customer service. Intelligent question-answering bots can help companies improve operational efficiency without losing valuable sales leads or customer feedback.
Huawei cloud intelligent QUESTION-answering robot can continuously and independently optimize, automatically classify similar customer problems, discover hot issues and trends, and help enterprises to achieve full and all-round analysis of customer feedback.
Multi-dimensional analysis of product public opinion
Natural language processing capabilities can also be used for intelligent customer service, enabling multi-dimensional analysis of customer feedback. For many businesses, there are plenty of UGC user reviews on the Internet related to their products. However, due to the scattered and high labor cost of these reviews, enterprises are unable to do timely and effective analysis.
For example, when a mobile phone manufacturer comes out with a new product, it needs to respond to customers’ ridicule in the first time, and it needs to know which attribute of the phone is related to users’ feedback, so as to adjust and optimize the product quickly. However, hotel chain enterprises need to collect and aggregate user reviews from multiple channels, and automatically classify a large number of user reviews in multiple dimensions to ensure service quality and brand reputation.
Huawei Cloud Natural language processing service can automatically analyze a large number of user comments, providing public opinion analysis, attribute-level sentiment analysis, and comment classification and labeling capabilities to help enterprises respond to user feedback in the first time, and achieve fine-grained business analysis and decision-making.
Consumers need to get used to interacting with robots
It’s going to be a golden decade for natural language processing. Huawei Cloud is committed to applying the most cutting-edge technology in the academic world to the business scene to solve the specific problems of customers. Here, we boldly assume:
Voice interaction will be the next trend in human-computer interaction, and chatbots and telebots will be everywhere. There will be chatbots in various vertical areas to assist or help humans do some work, whether it is pre-sales consulting, ordering or after-sales service, there are robots to guide you through the whole process.
In the next five to ten years, robots will be able to analyze vast amounts of text. Everything from reading, analyzing, understanding to generating summaries can be done by robots.
Personalized customization became popular. Whether it is the virtual assistant serving consumers or the robot serving enterprises, it will have its own unique ability and personality to meet the application needs of different scenarios or reflect the business competitiveness of enterprises.
Getting used to interacting with robots is going to be something every consumer of ours will do in the coming years. For enterprises, using AI technology to reduce costs and increase efficiency is particularly important in this consumption carnival. Recently, the 618 war is in full swing, and businesses are not only competing in sales, but also in technology. What do developers care about? Huawei Cloud reveals the secret technology behind 618: What are some of the most powerful technologies that can help drive 618? Does it make programmers happier? Please click on our hack tech walkthrough and leave your thoughts
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