In recent years, in the context of consumption upgrading, consumers have upgraded their requirements for service experience. As a bridge connecting consumers and businesses, customer service is self-evident and has become an important factor affecting consumer stickiness.

With the development of big data and AI technology, customer service scenarios are changing with each passing day. The transformation and upgrading of traditional customer service to intelligent customer service has become an inevitable trend.

According to the “China Intelligent Customer Service Industry Research Report” released in May 2018, customer service robots are replacing human customer service jobs by 40% to 50%.

In 2019, data from Ctrip showed that the average daily service volume of customer service robots has exceeded 10 million, accounting for more than 70 percent of after-sales service such as airline tickets and hotels.

According to Prescient & Strategic Intelligence, the global revenue of intelligent customer-service services based on ARTIFICIAL Intelligence technology is expected to reach $2.9 billion by 2024, with a cagR of nearly 22.6%. Asia-pacific, dominated by China, will be the region with the fastest growth in intelligent customer service revenue.

Intelligent customer service or chengdian trademark matching

At present, the application degree of intelligent customer service in the field of e-commerce is relatively high. As a new service mode, it is bringing more intelligent and convenient service experience to the public.

The development of e-commerce has improved, and the volume of express delivery has surged.

According to the General Administration of Post, 83 billion express deliveries were completed in China in 2020. According to the calculation of one express package for one order, it means an average of 230 million orders will be generated every day, and the corresponding customer service inquiries will also reach 100 million.

The increasing demand for consumer consultation challenges the processing ability and efficiency of human customer service. Limited working hours, high staff mobility and rising labor costs also make it difficult for traditional customer service to meet the needs of the rapid development of e-commerce.

The gradual maturity of RPA and AI technologies has brought automatic solutions for e-commerce customer service, which may be connected to intelligent customer service or become trademark distribution.

By building a conversation library and AI learning, Chatbot can collect customer needs, analyze customer intentions, and handle and respond to 80% of simple and common customer service questions. In addition, Chatbot can analyze the feedback to provide merchants with a better picture of their customers, and organize the focus of their inquiries and products.

When customer feedback is related to system operations, RPA can complement Chatbot by integrating information collected by Chatbot, automatically searching data across systems, synchronizing service history, sorting and integrating data, and performing related operations.

Human-computer collaboration, e-commerce customer service optimal solution

The 2020 Report on E-commerce Customer Service Experience shows that consumers’ service experience will significantly influence their brand preferences and purchase decisions.

It can be seen that the service quality of e-commerce customer service directly affects the turnover rate, conversion rate and inquiry rate of goods.

But service quality and service efficiency are often difficult to balance. Improving service quality means that customer service should be patient and precise in answering every customer’s questions. As a result, each session will take longer, meaning higher labor costs for the merchant.

At the same time, better service means more professional customer service, and the customer service industry turnover, training costs will also increase.

Nowadays, more and more e-commerce customer services have begun to gradually assume more business needs, and transform to guarantee customers’ shopping experience and facilitate re-purchase retention.

For businesses, it is not difficult to do a good job in customer service, the difficult thing is how to do a good job in customer service under a limited cost budget.

RPA+AI intelligent customer service can help e-commerce companies to reduce costs and increase efficiency while improving customer response efficiency and optimizing consumption experience.

RPA+AI intelligent customer service advantages

Cost (time + manpower)

** Manual customer service: ** is difficult to recruit, from entry, training to become qualified customer service at least 3-6 months, high training cost, gold customer service annual salary of more than 200,000.

** Smart customer service: ** It takes time to train, but the cost is fixed, with one robot customer service costing only 10% of the cost of one human customer service.

The stability of

** Manual customer service: ** High liquidity, high turnover rate.

** Intelligent customer service: ** will not have the problem of “leaving”.

timeliness

** manual customer service: ** online time is limited, generally two or three shifts, holidays or peak time is difficult to reply in time, easy to cause queue congestion, low response efficiency.

** Intelligent customer service: **7 * 24 hours online, ready to respond to customer inquiries, whether it is night or peak business can be efficient answer.

Although in a short period of time, intelligent customer service is still difficult to reach the level of human customer service in the communication with customers, but can make up for the shortcomings of human customer service, improve efficiency and save costs while freeing manpower, so that human customer service can use 80% of the time and energy to better serve customers, solve the remaining 20% of the complex problems.

As the Spring Festival approaches, those who are still struggling with customer service problems may wish to log in to UB Store and customize their own intelligent customer service robots.

Intelligent customer service robot

The robot can be on 7×24 hours online duty, accurately understand customer intentions, timely respond to customer needs, and automatically respond to high-frequency inquiries, so as to improve customer service efficiency, bring good service experience to customers, and effectively improve the repurchase rate. UB Store intelligent customer service robots assist human customer service to receive customers, shorten the response time to problems, improve customer service efficiency and improve customer experience.