Civil / Cui Hengyu
Editor / Xie Lili
Customer service personnel is faced with everyday thousands of client phone, working content repeatability of as dry as a chip, problem is strong, often still want to face much negative sentiment.
Meanwhile, indefatigable, never leave his post, the intelligent phone robot with stable mood is in mount guard, they can be received everyday hear 800-1000 electrify word. The workload of a robot is equivalent to 5, 6 the individual's workload, great the administrative cost that reduced an enterprise.
Below AI times, emerge in large numbers gives tool of more and more customer service sales sale. Traditional call center spends change to intelligence stage by stage.
In October 2017, association of entrepreneur of youth of city of author of wisdom language science and technology, Hangzhou is standing line of belt of director Lv beautiful enters intelligent report to sell a field, research and development is based on the robot of phone of little sign intelligence of speech recognition.
Current, the little sign robot of wisdom language science and technology has served to wait for an industry at business of safe, finance, education, medical treatment, cable. Lv Shao tells zinc finance and economics, from March 2018 the portion holds water up to now, already had 5000 clients. In October 2018, the Pre-A of RMB of class of the ten million of wisdom language science and technology that finish annulus financing.
2004, return the Lv beautiful research and development in phase of old graduate student of short for Zhejiang Province a call center system that pursues phone sale technically, established from this the first his company -- Hangzhou is banner science and technology, the tremendous growth space of industry of testimony phone call and pain spot coexist.
Up to by 2017, be versed in the data that believe a ministry shows, professional work of countrywide call center holds card business number to grow 46.9% compared to the same period, income of business of countrywide call center exceeds 28 billion yuan, grow 43.4% compared to the same period. The abidance of social demand grows below, the chair amount of call center also is in grow in quantity, up to by 2017, number of attend a banquet of countrywide call center amounts to 525 thousand, grow 23.3% compared to the same period.
Picture of traditional call center originates network
One returns the industry in rapid growth, need many server. Lv Shao sees, this is a labor concentrated model industry, rely on the word of manpower completely, dimensions is giant. And the maturity of intelligent speech technology, beautiful letting Lv saw new opportunity -- can of will many repeatability, the job of standardization gives intelligent phone robot.
In March 2018, wisdom language science and technology of Lv Shao holds water formally, roll out little sign wisdom to serve mode, to solution of artificial intelligence of traditional industry infuse, offer sale of intelligent customer service, intelligence and intelligence to pledge check serves, help enterprise obtains guest means and the transition that the client serves kind to upgrade, implementation phone sale, client serves from labor concentrated model to technology intensive transition.
Company customer service, looking in Lv Shao is movement of a standardization, in the process that customer service communicates with the client, the action that has 80% is standardization, and the movement of standardization gives the machine is the most appropriate.
Picture of robot of little sign intelligence by suffer the person that visit to offer
Intelligent sale domain, likewise a lot of standardize a movement, guide from client data, arrive to undertake communicating with the client, develop the data of old client of potential client, intent client, activation, these movements, can be finished by intelligent phone robot. Grow quickly as business, can increase intelligent phone robot, and dimensions of the member that need not enlarge a person.
IT research and analytic orgnaization Gartner are forecasted, the client of 85% will be handled by the mankind no longer interactively 2020, communicate means to provide a service for the client through man-machine however.
Establish after wisdom language science and technology, lv Shao is informed from inside the mouth of high level of a bank, their bank is making AI Bank, namely artificial intelligence bank, prospective call center will reduce the staff of 70% , the 20% is used at solving a machine questions that leave; The personnel that still has 10% changes a system to undertake training to intelligence.
Such message enough makes Lvshao excited, because the intelligence of the call system of the enterprise, customer service system changes changes, mean the profit point of growth of future of wisdom language science and technology.
However, in carry on when serving, robot of little sign intelligence also has experienced the level that is not approved. Lv Shao cited a case, in the collaboration with Yi Bangren, april 2018, the 2 version when robot of little sign intelligence the first time when meeting with Yi Bangren, was denied directly.
"That is when pressure is the greatest, the product does not have particularly big breakthrough. In this phase, the product goes up to be able to be denied by the client. " Lv Shao tells zinc finance and economics.
Intelligence changes rate not tall, mean robot of this intelligence phone to be without a meaning to business client, lv Shao is clear about this extremely. After be being denied by the client, he is taking a group to speak everywhere art engine is redesigned, rock-bottom logic is combed afresh, comb further to relevant company business conduct.
The iteration that passes 2 months is adjusted, little sign robot is taking 3 version to appear before Yi Bangren, "They take out two lines to do a test, the client is changed from 50% rise to 80% . Face the data that is placed before, immediately of garment state person decides to increase 80 intelligence robot. " Lv Shao says.
The ode of AI technology can let sale have the possibility with new more, but, whether does such intelligence change a method to mean " does phone robot have infinite energy to dial harass a telephone call " ?
This year 315, CCTV exposure dial with robot paging system those who harass a telephone call is medium the company such as science and technology of Di of division wisdom couplet, Yi Longxin division, Zhi Zixin breath, second. This one exposure, bring not little impact to industry of intelligent phone robot.
To this problem, lv Shao's answer is, "As an enterprise for, it is somewhat, do not be somewhat. Do not be somewhat..
Lv Shao thinks, regard a responsible artificial intelligence as the enterprise, do not get data business data, illegally stoutly. Meanwhile, do not annoy an user, after the phone is rejected by the client, can make label, intelligent phone robot won't be disturbed again.
He explains the operation of little sign robot is logistic, the data of intelligent sale distributes the data that it is heat, lukewarm data, cold data.
Hot data means a client active, little sign robot needs to undertake touching amounting to with the client through APP only, push through newest content, activity send, can activation easily this batch of users, to heating up data, need not call. Lukewarm data is two, had had before 3 months communicate, through the short message or APP pushs sent way, remind an user. Cold data builds the user that reachs the designated position without the announcement in a quarter over, the service that passes intelligent speech wakes up this user.
Lv Shao and group of wisdom language science and technology
Serve the rapid development of the market as intelligent sale, more and more companies begin to send force in the domain such as intelligent speech robot, customer service robot. Nightingale of the A Li Xiaomi that waits for Internet tycoon layout from BAT, Baidu, Netease 7 fish, wait for poineering company product to small I robot, clever sound robot, a large number of companies are contending for market share.
Lv Shao tells zinc finance and economics, "To B inside this industry, either like saying to resemble To C, can 2 1 the home, subsist, every enterprise should accomplish unique distinguishing feature, have opportunity subsist. The market of To B is enough big, especially we now is market La Hai, the space still has very big. The space still has very big..
Face market competition, lv Shao thinks intelligent phone robot is to be based on the research above development logic, want enough intelligence to change, need undertakes to the industry deepness is accumulated, especially need of intelligent phone robot understands all sorts of industry development, undertake all sorts of individuation serve then.
Zincic finance and economics
How is science and technology of language of look upon wisdom be expert at the place in course of study?
Lv Shao
I am certain from beginning to end a bit, the trend of the market is service of intelligent sale, intelligence. Among the process that serves in this, the case that the machine cannot handle, can pass man-machine collaboration to reach, all communication behavior are but of monitoring, visible, this is a not reversible trend, if not so do, the industry can be washed out possibly, because service cost is exorbitant.
The 2nd, the market of To B won't a company takes all cake, want to make distinguishing feature on the product only, increase certain sale capacity, subsist is not big question. The 3rd, we have industry experience of 15 years to accumulate, still have the opportunity with much pretty.
Zincic finance and economics
Wisdom language science and technology the demand degree to capital how?
Lv Shao
The first, the business that we should do needs to carry capital power namely fast push forward, the 2nd, among the process that makes in the brand, the brand is shown ceaselessly, can bigger to our business help. So financing also can accelerate us whole product is formed bigger accumulate, accelerate sale put in, the investment that accelerates research and development. After all the development of artificial intelligence domain, still need to throw money, join source of energy, investment.
