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Artificial intelligence empowers intelligent customer service to improve financial service quality
In the process of exploring a large number of financial technology enterprises to explore AI applications, intelligent customer service is a circle that can't be bypassed. The online application and application of financial technology enterprise intelligent customer service system including ant Jinfu, pat on loan, and 玖富 are layout. s begin.
In many application scenarios, the financial industry is considered to be the best application scenario of artificial intelligence with its powerful data accumulation advantages and computing attributes. In the process of exploring a large number of financial technology enterprises to explore AI applications, intelligent customer service is a circle that can't be bypassed. The online application and application of financial technology enterprise intelligent customer service system including ant Jinfu, pat on loan, and 玖富 are layout. s begin.
First, the concept of intelligent customer service
AiFinance is a comprehensive integration of artificial intelligence and finance. It focuses on high-tech technologies such as artificial intelligence, big data, cloud computing, and blockchain. It fully empowers financial institutions, enhances service efficiency of financial institutions, and expands financial services. The breadth and depth of the society enable the whole society to obtain equal, efficient and professional financial services, and realize the intelligent, personalized and customized financial services.
Smart customer service is a kind of chat robot. When it comes to intelligent customer service, the most perfect thing is to be able to communicate with people without any obstacles, quickly answer each question of the user, give the correct answer, and if you can still guess it. The user's emotions, or the addition of funny humor elements, from time to time to make some famous epigrams are more perfect. But the fact is, from the "Turing test" to the spiritual treatment of Eliza, although the chat robot has been through the past 70 years, but today, such an ideal smart customer service only exists in the film and television drama or the future, reality The intelligent customer service system in China may not be so perfect at present, even if it is to achieve basic question and answer, it needs to break through many obstacles.
The foundation of intelligent customer service implementation lies in the construction of the corpus. The establishment of a high-quality, highly scalable corpus is based on the accumulation of daily questions in manual customer service and the industry knowledge gained through various channels. Undoubtedly, a broader corpus means that intelligent customer service can answer more questions. Just setting up a corpus does not mean that you can implement intelligent customer service. You also need to classify and standardize various problems, and assist with a powerful search system to ensure that you can find corresponding information in a large corpus according to users' problems. s answer.
For financial technology companies, the construction of corpora is very challenging. Even if the financial industry is vertically vertical, the business of each company will be quite different. Therefore, compared with the fun and extensiveness of chattering robot corpus, Generality, the corpus of financial technology enterprise intelligent customer service needs to be targeted, instructive and professional. The construction of corpus mainly depends on the daily accumulation of manual customer service. The industry question and answer knowledge obtained by other channels is not useful. It puts higher requirements on the data accumulation of the enterprise itself.
Second, artificial intelligence promotes the development of intelligent customer service
With the wide application of artificial intelligence technology, various financial technology companies are the first to enter the field of artificial intelligence. It is worth noting that although the research and application of intelligent customer service is in full swing, the enterprises that have been applied to the business and are already on the line are very less.
In the overall use experience, the current level of customer service intelligence is still in a relatively junior state, a better platform can complete the basic business question and answer, and other more platforms are based on intelligent customer service, supplemented by manual customer service. In order to complete the business, the intelligent customer service in the financial technology industry still has a long way to go before it is truly "intelligent".
In a sense, intelligent customer service does solve the problems of manual customer service, such as 24 hours of uninterrupted online service and consistent and infinite patience. Although from the current application of the entire customer service market, manual online customer service is still a way of high utilization rate of enterprises, and the application of intelligent customer service system is rare. But I believe that with the continuous improvement of the database and the continuous development of technology, smart customer service will shine, especially in the financial technology industry driven by technology. These head enterprises in the field of intelligent customer service and business applications for the entire industry Future development has important practical significance and value.
Third, the advantages of intelligent customer service
For financial institutions, intelligent customer service will give them the magical ability of "reading mind", which can be applied to scenes such as telephone sales, telephone call back, and consulting problems. It not only improves the efficiency of the service, but also collects and analyzes the problem, providing corresponding big data analysis for intelligent marketing.
Compared with traditional manual customer service, intelligent customer service is based on algorithms and integrates AI technologies such as speech recognition and intelligent analysis. It not only replaces simple labor, but also helps people to provide better services. Especially for the service industry such as finance, intelligent customer service has enabled traditional customer service, which has become the trend of the times.
Nowadays, the function of the customer service center of traditional financial institutions has shifted from a single service delivery to a collection of services, customer acquisition, marketing, and transaction functions. It involves all aspects of pre-sales, sales, and after-sales. Current customer multi-dimensional multi-channel financial services appeal.
For example, at the pre-sales level, intelligent customer service can significantly improve the service efficiency of telemarketing, and has the advantage that manual customer service can't match in information capture, data collection and intelligent memory.
At the after-sales level, intelligent customer service can solve the similarities of high consulting problems, high financial business professional requirements, and many return visits, thus saving manual customer training costs and improving service efficiency. Statistics show that intelligent robot customer service can solve 85% of common customer service problems, and its cost is only 10% of the cost of a manual seat.
More importantly, the intelligent customer service also allows the company to master the "reading mind", which can further understand the customer's heart. For example, by monitoring abnormal information such as customer's speech rate and intonation, and accurately analyzing customer sentiment, the comforting customer automatically adopts a comforting and divergent service method, and for a customer with poor service effect, it is treated by manual customer service.
Baidu Intelligent Cloud is based on Baidu big data, search, NLP, knowledge map, deep learning and other powerful technologies. The intelligent customer service not only provides online robot question and answer ability, but also supports application scenarios such as question and answer, business processing, and fault diagnosis to achieve partial or complete replacement of labor. The application effect of the agent. It can also provide enterprises with fine-grained knowledge management technology, and also provide enterprises with statistical analysis information needed for refined management.
At present, the intelligent customer service products have been widely applied to financial institutions, communications and other fields, and applications in the aviation and energy industries have also landed. In the future, Baidu Smart Cloud will continue to exert its strength and become a powerful enabler in the field of customer service with its strong ABC ability to empower the industry.
Compared with traditional manual customer service, intelligent customer service is based on algorithms and integrates AI technologies such as speech recognition and intelligent analysis. It not only replaces simple labor, but also helps people to provide better services. Especially for the service industry such as finance, intelligent customer service has enabled traditional customer service, which has become the trend of the times.
Fourth, security related product technology in intelligent customer service
As a product based on AI artificial intelligence technology, intelligent customer service requires a variety of composite technologies for product development and support, and an intelligent customer service system also includes five parts: display layer, application layer, middle layer, storage layer and access process. . In addition to the basic AI capabilities such as speech recognition, speech synthesis and NLP, in order to better assist enterprise marketing and maximize the commercial value of intelligent customer service, intelligent customer service needs to have certain business capabilities and corresponding technologies to support the development of business capabilities. :
(1) AI technology
The core technologies involved in intelligent customer service are mainly AI technologies such as deep learning and natural language processing. Based on these AI technologies, accurate semantic understanding is realized, and intelligent interaction is realized, and multi-scenario intelligent question-answering service and rich business processing and marketing are supported. And other services.
(2) Human-computer cooperation
How to use human-machine collaboration to solve more complex and personalized problems. It is very clear that robots can't solve problems 100%, and how people and machines work together better is a complex systemic problem involving multiple dimensions such as technology, people, and business.