How does AI technology build intelligent customer service?

Because I am engaged in the field of intelligent customer service, I also have a comprehensive understanding of the development of intelligent customer service. Here I will introduce it from the perspective of AI technology.

Intelligent customer service robots will use many artificial intelligence technologies, such as natural language understanding, deep neural network, knowledge map, speech recognition, speech synthesis and so on. In order to facilitate your overall understanding of these technologies, let's take the technology used by Puzhen Intelligent Customer Service as an example and refer to the technical panorama from different angles.

Understanding AI technology from customer service processing To understand AI technology in intelligent customer service, we can understand it from the application process of technology. For example, in the process of telephone answering, intelligent customer service will use the following technologies.

The AI technology used in intelligent customer service has introduced several technical categories from the perspective of customer service processing.

First of all, you should know that it must be able to learn, and then there are all kinds of feeding data.

You can start with the following steps:

(1) Determine the task (intelligent customer service);

(3) A clear definition of a task or question: a question to be solved as a classified task or a question directly generated as an answer; According to different problems, data collection, receipt processing, algorithm selection, evaluation scheme and index design, experimental design, online scheme and operation and maintenance are considered respectively.

(4) After analyzing the tasks and questions to be answered in detail, it is necessary to prepare a corpus (pay attention to data quality, and good data quality is better than the best algorithm);

(5) data preprocessing, which transforms text data into word vectors (there are many methods, such as word2vec, etc. ). Considering the organization form of input data and tag data, you can refer to the open data set related to intelligent question answering;

(6) Data analysis, mainly including data size analysis, word vector high-dimensional embedding analysis, and category data balance analysis if it is a classification task; All conceivable statistical analysis and data processing methods can be considered, with the goal of high-quality data; It is worth mentioning that the size of data determines data processing (such as data expansion, category balance, data upsampling or downsampling, etc.). ), method selection and model training methods (such as using pre-training models and considering small sample learning methods, etc. );

(8) Experiment and result evaluation, focusing on the division of training data and evaluation data, scientific/rigorous experiment and scientific analysis; Use the design indicators to evaluate and fully analyze the experimental results and find a bad case); Have a poor model;

(9) Bad case analysis and solutions;

(10) Pre-test before going online, and gradually expand the user's use range;

(1 1) Continue to follow up and improve the problem, and repeat the link from (1) to (10).

What is the main value of intelligent customer service?

Customer service is an indispensable role in enterprise operation. To a great extent, customer service is the only direct contact channel between enterprises and customers. The value of customer service lies in solving user problems, improving user experience, enhancing corporate reputation and promoting transactions through marketing. However, the traditional customer service model has appeared in today's Internet age. Cost, efficiency, communication mode, etc. All need to be improved to highlight the value of intelligent customer service.

Intuitively, the main values of intelligent customer service to the traditional customer service industry are as follows:

1. Intelligent customer service shows high efficiency and clear conclusions when dealing with simple and repetitive problems. Manual customer service can save more time and energy to deal with more complex and critical customer problems, and serve customers with stronger VIP or personalized needs, thus achieving the effect of improving customer satisfaction. At the same time, the manpower, management and operation and maintenance costs of enterprises have been greatly reduced.

2. Intelligent customer service is essentially a machine. Machines have no physiological restrictions, and the service time is longer than that of manpower. At the same time, there is no mood fluctuation, and it can achieve 100% smile service and maintain the standard service quality. Especially when the customer's business scale reaches obvious peaks and valleys, intelligent customer service can realize batch replication in a short time to cope with the fluctuation of business volume and realize flexible operation and maintenance.

3. Intelligent customer service can also be used in the marketing activities of enterprises. In the traditional telemarketing era, manual outbound call, as the main marketing means of many enterprises, takes a long time and has poor effect. The number of times a customer can make a phone call in a day is limited, and telemarketing is just a marketing method that needs to "cast a wide net and try more". At this time, we can make good use of the call center function in the intelligent customer service interactive system, increase the outgoing frequency, expand the call range and enhance the value creativity of the call center.

Intelligent customer service has so many advantages, so will its appearance pose an alternative threat to traditional manual customer service?

In fact, the traditional customer service industry is like a pyramid. Artificial intelligence is not tearing down and rebuilding, but thinking about how to realize machine-assisted labor, partially replace labor, expand the grassroots of the pyramid and stabilize the superstructure.

Thus, the main value of intelligent customer service can be summarized as: while meeting the needs of enterprise customer service, it can reduce costs and increase efficiency for enterprises and help enterprises achieve better profits.

Logical reasoning knowledge represents automatic planning, machine learning, natural language perception, action processing, human emotional calculation and creative comprehensive intelligence.

As long as it is used in the right place. No matter in all walks of life, robots can greatly improve the office efficiency of enterprises, increase income and reduce the cost of employing people. The biggest beneficiary of the development of artificial intelligence is human beings. The creativity of human beings is infinite, but their own abilities are limited, and robots are also needed to assist human beings. Therefore, each has its own advantages, and it doesn't matter who is strong in business ability, they are complementary. There is no comparability.

With the emergence of telephone service hotline and the continuous improvement of enterprise customer service. In the era of mobile Internet, customer communication services have also become diversified. In addition to applying for 400 or 95 numbers to establish a customer service system to improve customer service, enterprises also provide services through network services, mobile applications, WeChat, Weibo and other channels. When more and more people contact employees in this way, when manual customer service can't handle multiple users and problems in time, the customer experience is poor, and the labor cost of enterprises increases, intelligent customer service robots adapt to the arrival of the times. At present, intelligent customer service robot has become the most important communication tool between enterprises and users. Widely used in finance, education, e-commerce and other fields.

Recently, in Weibo, we can always see that some customer service robots are not as intelligent as expected in the local testing market, with serious automatic reply and wrong reply content. People want human customer service to communicate with them. The question is, when will the customer service robot really "understand"? The editor has experienced the online customer service platforms of Tencent, Ali Xiaomi, JD.COM and big banks. E-commerce service platform has the characteristics of fast response, high recognition rate, personalized product promotion, preferential information and other value-added services. But the understanding of this sentence is low.

In the current customer service, robot customer service, as an auxiliary tool of manual customer service, helps manual customer service to solve many problems of customers, reduces the work pressure of manual customer service, improves work efficiency and greatly improves the accuracy of solutions. Effectiveness. However, in the dialogue with human beings, customer service robots have become the difficulty of human complex emotions. In the next few years, customer service robots will not completely replace people's work. The best way to break this bottleneck is to deeply integrate man-machine unattended customer service.

The so-called intelligent customer service robot is actually an artificial intelligence information system, which can communicate with users in natural language. It uses many intelligent human-computer interaction technologies, including natural language understanding and machine learning technology. It can identify and understand users' problems in the form of text or voice, understand users' intentions through semantic analysis, conduct humanized communication with users, and provide users with information consultation and other related services.

In the current wave of rapid development of artificial intelligence, the person in charge of Fukuyama Beiming Information Technology Co., Ltd. said that excellent customer service relies on artificial intelligence and massive data to deepen the application of customer service scenarios and continuously optimize, innovate and improve them. The "customizable" intelligent customer service described in this paper can accurately adapt to business needs and keep learning, help, adapt and answer a lot of common questions. It greatly improves the efficiency of human beings. It can be widely used in websites, applications, telephone customer service and even offline windows. At present, excellent customer service has become a partner of Shenzhen Ping An Company. Achieve strategic cooperation in the field of intelligent customer service. Fully launch the man-machine dialogue training platform to create intelligent customer service solutions based on ai for enterprises.

2065438+In September, 2008, the official version of Excellent Customer Service was released, adding cluster and enterprise knowledge management system, using cluster solution to support multi-point deployment scheme, adding enterprise knowledge management system components, and owning professional knowledge management system. And new mobile intelligence recommendations. Digging deep into various demand scenarios, people's satisfaction with robots is not lower than that of manpower.

Foshan Bemi Information Technology Co., Ltd. (www.youkefu.cn) was established in March 2065438+2007, and is a young and energetic team. The company's flagship "quality customer service" is an omni-channel comprehensive customer service system, which integrates multiple customer service channels to help various industries. Enterprises of all sizes have established customer service systems. Customer service requests and conversations through e-mail, SMS, telephone voice, webim online customer service, WeChat, Weibo, h5 page, app interface and other channels are integrated on the management platform to respond and support customer service in a unified way.

When you dial 10086, the voice prompts are as follows:

Welcome to call China Mobile,

Serve you wholeheartedly,

Please call 1 for Putonghua service.

For English service, press #

...

I have used this mobile phone number for five years, and I have called this number more than 50 times 10086. Do you still know if I can speak Mandarin?

The above is just one of the most common examples.

With the development of intelligent technology, more and more customer service queries are handed over to dialogue robots.

Just recently, the coronavirus broke out, and a large number of people consulted the government through mobile phones or computers to learn about the latest epidemic information and prevention and control measures. In this special case, the original manual customer service can't undertake so many consultations, so customer service is particularly important.

Simply put, the intelligent customer service system is mainly based on natural language processing, large-scale machine learning and deep learning technology. It uses massive data to build a dialogue model, combines multiple rounds of dialogue and real-time feedback autonomous learning, accurately identifies users' intentions, supports rich media interaction such as text, voice and pictures, and can realize semantic analysis and various forms of dialogue.

But each industry has its own business characteristics and knowledge range, and each call center company should gradually solve the most basic problems according to its own business.

For example, 10086 asks you again and again whether you speak Mandarin or English.

Intelligent service is a process, not a result.

Empowering customer service with AI artificial intelligence. Intelligent customer service system came into being.

Intelligent customer service plays an important role in improving enterprise service quality and work efficiency, reducing enterprise management and operation costs and improving enterprise core competitiveness.

For example, AI technology can realize intelligent voice navigation, intelligent operator, intelligent work order management, intelligent data analysis, intelligent voice quality inspection, intelligent outgoing call and other functions at the same time.

And can effectively connect with the user's original call center system, and has the characteristics of simple operation, easy operation, complete functions and strong practicability.

If the enterprise wants to realize the refined operation management of customer service, it can consider giving it a try ~

First, the ability of intelligent robots.

The core competence of artificial intelligence customer service system is mainly embodied in intelligent robots. Before choosing a robot, enterprises need to know what functions or capabilities the robot has, which can help them make a choice. Intelligent customer service robots usually include the following key capabilities.

(A) natural language recognition ability

Robots have the ability of natural language recognition, which can help robots better understand human language. For example, there are many different ways for human beings to solve a problem, and robots need to understand the key points in the problem in order to find the corresponding problem. This is an important index when examining the performance of robots.

Knowledge base and autonomous learning

Knowledge base is equivalent to the brain of robot, and enterprises need to establish knowledge base for robot at the initial stage of use. This is equivalent to giving new employees a product introduction or business information. When docking a customer, the robot will search the answer to the question from the existing knowledge base. In the process of constantly accepting and solving problems, the robot of intelligent customer service system will improve the knowledge base and accumulate the problems it handles, thus forming self-learning ability. This is convenient for better solving customer problems in the future.

(3) Other abilities

Some intelligent customer service robots will have some expansibility, and some other resources can be found through the network /API interface, such as: querying express delivery, querying weather and so on. Specifically, e-commerce customer service may be able to help customers check the express delivery situation when talking with visitors. This need can be completed by robots, which can ensure speed and accuracy without extra manpower to deal with such problems.

Second, man-machine dialogue has temperature.

Intelligent customer service robot can not only replace the work of manual customer service, but also communicate with users like real people after dialing the user's phone. These all require a lot of artificial intelligence technology expenditure, such as natural language processing, speech recognition and other fields.