Summary: in order to better solve the enterprise to the front desk work efficiency and service experience, alibaba enterprise intelligence group joint administration, ali launched “contactless” service – cloud at the front desk, staging set items, self-help and receive, items, temporary use, query and peripheral information, a key call video customer service, charge the expenses, and other functions in one body. Replace the high repetitive work content of traditional front desk personnel, realize the basic service support of unmanned, and solve all kinds of problems encountered by daily staff and visitors in the front desk service scene.
The front desk service of modern enterprises is generally set to 2-3 staff, responsible for the management of staff office supplies, reception of visiting customers, temporary storage services, all kinds of daily consulting and other complex contents. However, due to the limitation of time, place and content, it is difficult for enterprises to measure the input-output ratio of personnel.
In order to better solve the enterprise to the front desk work efficiency and service experience, * * alibaba enterprise intelligence group joint administration, ali launched “contactless” service – cloud at the front desk, * * set items staging, self-help and receive, items, temporary use, query and peripheral information, a key call video customer service, charge the expenses, and other functions in one body. Replace the high repetitive work content of traditional front desk personnel, realize the basic service support of unmanned, and solve all kinds of problems encountered by daily staff and visitors in the front desk service scene.
(In this year’s Cloud Computing Conference, cloud reception made its first appearance, attracting a large number of audiences to experience interaction)
How is “cloud Foreground” implemented?
The cloud foreground provides different services according to different space locations and different users. On the basis of realizing the platform, IT provides universal face recognition service and standardized interface, connects with multiple internal systems of Ali (including reimbursement, IT asset management, internal and external intelligent assistant, administrative system, etc.), and integrates audio and video conferencing capabilities and space-based intelligent declaration and video customer service capabilities.
When multiple services are connected and service processes are inconsistent, service commonalities are extracted and a set of standardized access methods are designed. On the basis of the main process, different types of extension processes can be connected to provide different business services through extension points. All services only need to be connected according to the standard specifications.
The cloud foreground is connected to the rookie cabinet on the hardware. Each port has a unique number (A1, A2…). Store items in cabinets. Employees carry out identity verification through face brushing, work card brushing, scanning code and picking up code, so as to realize the service of sending, storing, borrowing and receiving items. In addition, visitors can also realize the self-storage of items through the stagehouse.
On the premise of ensuring the service experience of the front office, the current cloud front desk mainly has the following highlights:
1. 7*24 self-service
Employees can send, deposit, borrow and receive items by themselves by swiping cards/scanning faces at the cloud reception desk. Receiving can also be set according to the different categories of goods, whether the need for identity authentication. For some items of high value or limited amount borrowed, such as adapters, page-turning pens and other IT accessories, identity authentication can be set up. After the authentication is completed, the borrowed items will be automatically recorded in the name of the employee to facilitate subsequent asset management. And for some consumable daily supplies, such as notebooks, pens and other office administrative supplies, commonly used drugs, etc., can be placed in the button case, a press can be claimed, more quickly.
Compared with the traditional manual front desk, the cloud front desk can complete the self-service operation of items through face recognition or job card authentication. It is not only more convenient and fast in operation, but also can enjoy 7*24 hours of service, breaking the limit of the service time of the manual front desk, bringing great convenience to employees.
2. Convenient submission of reimbursement documents
In the past, ali employees needed to complete the delivery of expense forms through the reimbursement box at a specific location. But now, the infrared scanning device installed on the cloud front desk replaces the traditional scanning gun, and connects the financial system interface to realize the synchronization of the status information of the expense report.
Now, employees only need to scan the QR code of the expense report under the infrared equipment, which can complete the input system of the expense report information. After that, you just need to drop the expense report into a special cabinet and wait for the staff to collect it.
3, support manual consultation/report
In the daily use of the environment, if there are some problems that must be solved manually, or equipment failure when what to do? Careful technical students have configured audio and video customer service and problem reporting functions for the cloud front desk.
In some special situations, employees can quickly contact the background human customer service through the “video customer service” portal to ask for help. Xspace work order system is connected to the cloud front desk. The work order entry function will be automatically aroused during the call with the customer service, and the service work order will be generated in the background for the convenience of follow-up by the corresponding person in charge.
The self-help support function is connected with ali’s administrative workbench. After reporting the problem, the system will automatically send orders to the associated skill groups according to the problem. Meanwhile, work orders are generated in xspace background, and relevant staff will follow up the problem after receiving the orders.
4, customized peripheral supporting recommendation
Are there any delicious shops around the park? Which hotels can students choose for business trip? It can be found by one-click query on the robot end of the cloud reception desk, which greatly meets the needs of visitors and business travelers for understanding surrounding supporting facilities.
Reduce the input of administrative staff by 50% and change the working mode of the cloud front desk
Since the launch of Cloud Reception inside Ali, more than 90 devices have been placed in more than 40 parks, covering over 100,000 employees, with an average intelligent resolution rate of 99%, which can basically meet the needs of students for daily reception services.
Through the layout of the cloud front desk, it is expected to complete 50% personnel optimization, reduce nearly half of the labor input, so that the administrative manpower is released from the repetitive and trivial work, but also to break through the limitations of the artificial front desk in service time, location and content.
With the upgrading of enterprise digitization, Alibaba is also continuously exploring and innovating in the field of digital administration. From the management and control system of staff entering the park during the epidemic, to the intelligent assistant of off-peak dining, and to the cloud reception desk, the administrative team’s park security and management ability can be improved through digital means, and new service experience can be created for employees. Digital administration has a promising future.
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