Zhengzhou Thermal Power "Smart Customer Service" went online, and "Xiao Nuan" appeared, so it was no longer difficult to call the hotline.

Cities are getting bigger and bigger, and there are more and more users of central heating. At the beginning of heating, it is difficult to dial the hotline of heating enterprises. This old problem has existed for many years, and now there is a new solution. 165438+1October14th, the reporter learned in Zhengzhou Thermal Power Group that the "Smart Customer Service" system was officially launched a few days ago, and the intelligent voice robot "Xiao Nuan" appeared, which can help users solve a series of problems quickly. At the same time, through the "smart customer service" system, you can also query all heating-related topics in time, such as which communities complain the most, how many users pay fees, and what problems residents have reflected. The reporter interviewed on the spot to explore the wisdom behind "smart customer service".

("Smart Customer Service" made everything clear)

The news "Xiao Nuan" officially appeared and went to work at 8:30- 17:30 every day.

"Hello, I'm Xiao Nuan, intelligent assistant. What can I do for you? " 165438+1October14th morning, the reporter called Zhengzhou heating customer service hotline 68890222, and there was a sweet voice on the receiver, with a professional atmosphere in the friendly tone.

"Check the user number of my home!" "Do you want to inquire by address or telephone number?"

Subsequently, the reporter said the phone number. Then, "Xiao Nuan" clearly told the reporter's user number, and the reporter also received a short message, which also showed the reporter's user number.

Then, the reporter said, "Check the heating cost of my house", and "Xiao Nuan" immediately notified the heating cost.

This "Xiao Nuan" is also called intelligent navigation robot. This is an important content of Zhengzhou Thermal Power Group's "Smart Customer Service" project.

"In recent years, with the development of Zhengzhou Thermal Power, the number of users has increased dramatically, and the customer service hotline has repeatedly become the focus of attention of users and news media." Li Shuai, secretary of the Party branch of the Customer Service Center of Zhengzhou Thermal Power Group, said that in order to quickly enhance the image of Zhengzhou Thermal Power Hotline, alleviate the problem of difficult telephone calls, improve the service efficiency of customer service staff, and better serve every hot user, Zhengzhou Thermal Power Group cooperated with Alibaba to launch the "Smart Customer Service" project.

From the end of the last heating season, that is, at the end of March this year, the smart customer service project team began to take over seven projects of smart customer service.

After several months of unremitting efforts, on June 24th this year, "Xiao Nuan" was officially launched, and it began to be open to users for testing. Opening hours are from 1 1 to 16 on weekdays. The project team monitors the background dialogue records every day, analyzes the power connection of the robot, finds problems and optimizes them in time. At present, the online time of Xiao Nuan has been extended to all working days, that is, from 8: 30 to 17: 30.

(Zhengzhou Thermal Power Group Customer Service Center, the manual agent is answering the user's phone)

If there is any problem with the function, just say, "Xiao Nuan" will always give you a solution.

In Li Shuai's words, the intelligent navigation robot "Xiao Nuan" is committed to providing users with more convenient and intelligent services.

The reporter called the Zhengzhou heating customer service hotline at 68890222. After in-depth communication with Xiao Nuan, she found that she could answer common heating questions for users, such as heating time, payment method, transfer method, heating and exhaust method, etc. She could also inquire about heating-related information such as the number of households, heating costs and affiliated branches, and distribute work orders such as valve opening, valve status verification and temperature measurement for users.

When the telephone peak comes during the heating period, "Xiao Nuan" can relieve the pressure on the hotline to a certain extent, so that users who only consult simple heating problems can talk to the robot directly, without waiting in line for manual access, thus filtering out users with more complicated situations and transferring them to manual processing. While improving the user experience, it also improves the efficiency of power connection.

For emergencies such as water leakage, "Xiao Nuan" will directly help users transfer to manual seats. If people are busy, "Xiao Nuan" will simply ask users a few questions and filter the questions reflected by users. If the user can simply handle it, Xiao Nuan will tell the user the handling method; In case of emergency, Xiao Nuan will transfer users to emergency seats. If the emergency seat is also busy at this time, Xiao Nuan will briefly record the situation reflected by users and generate a work order. When the backstage staff sees the work order, they will contact the user as soon as possible for processing.

In addition, the project team will monitor the conversation in the background. If there is a translation error caused by loud conversation noise or strong user accent, the project team will call back the user in time to deal with it.

It is reported that "Xiao Nuan" has received 5 1745 calls since it went online, of which 15076 calls have been solved, and the rest have been transferred to manual or user hang-up. At present, the completion rate of Xiao Nuan electric power connection is over 40%, of which the solution rate is around 30%, which greatly relieves the pressure on the hotline.

(Zhengzhou Thermal Power Group)

The unexpected "Xiao Nuan" is still very sweet. I will call you back.

Users can call Xiao Nuan to ask questions. Instead, Xiao Nuan can initiate a call to the user. The content of the call mainly includes two business scenarios: satisfaction return visit and lost call return visit. This is the "intelligent outbound" function in the "intelligent customer service" project.

It is reported that the operation of intelligent power-off is very simple, and users can be dialed in batches. "Xiao Nuan" will classify, collect and display users' information, and background staff can directly call back users in need through screening.

At present, the completion rate of satisfaction return visit is about 90%, which can basically handle and complete most of the return visit tasks effectively, greatly alleviating the pressure of return visit by human agents, and enabling users who still have heating problems to be solved faster.

At present, "Xiao Nuan" can satisfy 30 users for online consultation at the same time, while the hotline of Zhengzhou Thermal Power Group has 45 manual seats.

Judging from the situation of customer service calls, at present, the most common is consultation calls, accounting for about 95% of the total number of calls. The most frequently asked questions are about the collection agency, the payment method, how to handle the transfer procedures, the address and telephone number of the service hall of each heating branch, the reason why the house is not hot and the treatment methods.

For the above questions, please pay attention to the official account of "Zhengzhou Thermal Power" WeChat, and click Customer Service to inquire and handle it.

"There are still many users calling to ask if their valves are open. For the old users who used to use heat a few years ago, the heating valve is generally open, and they can use heat after paying the heat fee. Users who use heat for the first time can use the "heat valve opening" function on WeChat official account or call 68890222 after payment. Zhengzhou Thermal Power Group will arrange a special administrator to open the valve at home, but it is necessary to make an appointment to open the valve in advance to make sure that there are people at home. "