Elf Dialogue Elf joins hands with SF Express to empower and upgrade customer service.

With the rapid development of e-commerce industry, express service has become an indispensable part of people's lives. Therefore, the demand for express delivery service is getting higher and higher.

According to the requirements, the courier should call one by one and confirm with the user in advance before delivery. But at the current express delivery speed, it means that the dispatcher has to make more than 200 calls a day. For a courier with dispatch time limit, "there is no time at all."

Therefore, empowering customer service process through science and technology has become an important way for express delivery enterprises to reduce costs and increase efficiency and improve service quality. Through investigation and study, SF finally decided to solve this problem with hard liquor through artificial intelligence technology-to create an intelligent service process, provide 7*24 hours service, and free up manpower to do more challenging work.

Building an Intelligent Customer Service System

As early as 20 19, Spitzer's conversation wizard team has applied AI technology to express delivery scenes and built an intelligent voice robot for SF Express. Users can dial the SF hotline to complete orders, check orders, express prices, aging, status inquiries and other operations, without manual intervention, 24 hours without interruption.

The launch of SF Full Scene Intelligent Voice Robot has effectively relieved the pressure of SF's manual seats and provided quality services to customers anytime and anywhere.

"This is really different from five years ago. Now express customer service is more convenient and intelligent. There are also many consultation channels and the dialogue is smooth. Many common problems can be solved smoothly, and express customer service is becoming more and more high-tech. "

Exploration of Multiple Intelligent Services

AI technology is not only optimizing the existing customer service process, but also exploring more new service scenarios and expanding service boundaries. For example, intelligent outbound call technology is introduced in the scenes of notice of dispatch, customs clearance reminder, delivery reminder, troubleshooting, customer return visit, etc., to improve the closed-loop service and improve service satisfaction.

Dispatch outbound robot

Delivery robot: Hello, you have a delivery soon. Is it convenient to receive this afternoon?

Send the outbound robot: should it be sent to the order address or to a temporary receiving and dispatching point nearby?

Before dispatching, the intelligent outbound robot can actively call the recipient to understand the dispatching needs, such as the expected dispatching time and dispatching site. Later, in the courier brother's mobile APP, you can show which packages need to be delivered to your door, which ones need to be placed in the courier cabinet and which ones need to be placed in the post office. It is no longer necessary to occupy the precious delivery time of the courier brother, and at the same time, it can meet the differentiated delivery needs of users.

Exit robot for customs clearance

In addition to dispatching outgoing calls, Spirits Conversation Wizard also developed outgoing robots for SF Express. Complete express reminder, logistics customs clearance, express return visit and other tasks. Actively communicate with the receiver by telephone, and support functions such as custom call task, interruption and rhetorical question. , automatically count call data and generate outgoing call report.

Outbound robot: Hello! I am intelligent customs. Are you Li Hua himself?

Guest: Yes.

Exit customs clearance robot: You have an express ticket from Taipei to Shenzhen, and the waybill number is XX 12345. Because it involves brands, you need to provide relevant customs declaration materials according to your actual situation. Excuse me, did you buy something under your own name or a company product?

Customer: from the company.

Exit robot for customs declaration: if it is a company product, you need to provide product authorization, business license, screenshot authorized by the General Administration of Customs, etc. Can you provide it?

Guest: Yes.

Call the robot through customs: I will send you a short message later. Please follow the instructions and upload the information provided. Thank you for your answer. Bye!

Express cabinet fault service robot

At present, express cabinets have become an important way for community residents to send and receive goods. However, because it is a mechanical cabinet, it is inevitable that the express cabinet will not be opened during long-term use. However, the express cabinet fault service robot can intelligently receive users' fault complaints, initiate automatic outbound calls in real time to provide users with services such as remote cabinet opening and SMS reminder, which greatly reduces the customer complaint rate and manual inspection rate. According to statistics, the daily call volume of express cabinet fault service robots has exceeded 20,000 times, and the overall fault resolution rate has exceeded 80%.

Intelligent quality inspection robot

The process of service is important, and the quality of service is equally important. As SF continues to enter the express delivery and logistics market, the business scale of its customer service center is also expanding rapidly. In order to continuously improve the level of customer service, the Spirits Session Wizard team has built an intelligent quality inspection robot by constructing quality inspection rules and models that conform to the express delivery scene. It can realize the intelligent quality inspection of service processes (including telephone service, offline service, text service, etc.). ), and effectively solve the problems that manual quality inspection can not cover 100%, and manual quality inspection has high cost and low efficiency. At the same time, through the automatic statistics and analysis of quality inspection results, the service quality is improved and the data value is deeply mined.

Deep "integration" of technology and industry

The power of science and technology is imperceptibly changing the development of the whole express delivery industry. In the field of express logistics customer service, artificial intelligence technology represented by voice and semantic recognition has already set off a revolution of improving quality and efficiency. How does Spitzer's smart customer service plan stand out? On the one hand, it stems from the team's deep accumulation of express logistics industry, on the other hand, it is the deep "integration" of technology and industry.

Full Scene Semantic System of Express Logistics

Spitzer intelligent customer service solution has a full scene semantic system of express logistics industry, which can capture more subtle semantic changes; It contains hundreds of dialogue variables and dozens of customer service task scenarios, and has the ability of multi-round interaction. It can quickly realize the whole scene of express delivery 150 kinds of intentions, and the accuracy of intention understanding is over 95%. The success rate of key task scenes such as ordering food and checking list is close to 80%.

SF Intelligent Customer Service: Hello, SF Express! what can I do for you?

Customer: Manual service.

SF Smart Customer Service: You can tell me your requirements directly. For example, if I want to place an order, I want to check the express delivery.

Customer: I want to check the express delivery.

SF Smart Customer Service: The system found that you have multiple express tickets. Express delivery, please state the last four digits of the waybill number.

Active error correction and completion ability

The speech recognition error adaptive algorithm based on the task of marking semantic slots in antagonistic learning can reduce the semantic slot understanding error rate in spoken dialogue by more than 15%. By using implicit feedback and dialogue context information in the dialogue, complex functions such as actively correcting user's slip of the tongue and automatically completing information during the dialogue are realized. Semantic error correction technology based on industry vertical knowledge and context fusion can improve the success rate of voice interaction of address, waybill number, telephone number and other information by more than 60% compared with traditional methods.

SF Smart Customer Service: Which city, which district and county did you deliver the goods from?

Client: Xicheng District, Beijing.

SF Smart Customer Service: Which road or community is the delivery address in Xicheng District, Beijing? Please get the house number as detailed as possible.

Client: No.2 Fuxingmennei Street.

SF Intelligent Customer Service: To confirm with you, your address is No.2 Fuxingmennei Street, Xicheng District, Beijing, right?

Optimization of Speech Recognition Technology in Specific Scenes

In addition, Spitzer's dialogue wizard team has also greatly optimized the speech recognition technology for this scene:

The application of intelligent customer service in express logistics industry stems from the deepening of artificial intelligence and service consciousness. In the development of the industry, the general information mode and discussion focusing only on technology are no longer applicable. Intelligent service needs to truly understand the requirements of the entire express logistics industry for customer service and the demands of customers for the express industry. This process requires a lot of accumulation and understanding of the industry. Only by starting from business and combining technology with industrial application can we create a truly practical intelligent practice.