ZSmart uTalk · Balance Customer Connected ... • Intelligent report, ... Improvement •...
Transcript of ZSmart uTalk · Balance Customer Connected ... • Intelligent report, ... Improvement •...
© 2018 TM Forum | 1
Senior Analyst, ZTEsoft
Taimoor Khizer
ZSmart uTalk -
Intelligent Customer Service Solution
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• One of the few areas business can differentiate themselves from competitors is on customer service.
• Companies spend millions each year in trying to resolve poor customer service.
– AI can research the database of information more efficiently and provide prompts to agents to help them resolve queries more efficiently.
– AI technology that has a level of emotional intelligence able to adapt according to how the customer interacts.
– Natural Language Processing. In other words, on understanding the meaning behind what someone is asking and not just looking at the words used, using context and natural language processing.
Is AI the Future of Customer Service
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AI Technology is Changing Customer Service Domain
Traditional Customer Service Intelligent Customer Service
Lots of manpower investment,repeated questions
24/7 online Robot handle repeated issues
Recognize customer request intelligentlyMultiple times key press beforeservice
Different service experience
Same service flow
Agent assistant technology with less training
Personalized service based on customer image
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uTalk - Intelligent Customer Service Solution, Powered by Alibaba
Case Mgmt.
Self Service
Intelligent Robot
Manual Service
Agent Desktop (Web + Mobile APP)
Mobile App
Web Chat
Call
SMS
Customer Contact Channels
uTalk Modules 3rd Party IT System
CRM
Billing
Marketing Campaign
Customer Retention
AI modules of Alibaba
BusinessIntegrationFramework
Channel Adapter
Chat Robot ASR
Voiceprint Recognition
Intelligent QualityTTS
Face IDIntelligentPromotion
Emotion Recognition
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Main Features
Omni-channel interaction
Unifieddesktop
Agent desktop (Web + APP)
Intelligentoutbound
Intelligent assessment &
inspection
Intelligent robot
Intelligent order system
Pre-integrated framework
Cloud-based multi tenancy
Intelligent agent assistance
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• AliMe is an IHCI (Intelligent Human-Computer
Interaction)
• Developed to provide shopping guide and assistance
for e-commerce.
• During 2017’s 11.11. shopping festival* AliMe
successfully responded to 9.04 Million Queries.
• Accounted nearly 95% of customer services rendered
by Alibaba’s e-commerce platform.
Intelligent Service Robot (AliMe Bot)
* $25.3 Billion - Gross Merchandise Volume812 Million - Orders325,000 - Orders Per Second265,000 - Transactions Per Second
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Intelligent Service Robot
24/7 online, saving 80% customer service cost.
Service NavigationHelp customers to obtain accurate answers by hierarchical guide to improve user experience
Man-Machine CooperationSeamless switching between robot and manual service
Knowledge ManagementPreset industry common knowledge, support import and export enterprise knowledge base
Deep LearningAdvanced AI technology enables automatic learning and enhances service capabilities
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Intelligent Voice Navigation
Choose Language
Main Menu
Broadband Service
Mobile Service IPTV Service
Set Chinese Set English
Query Balance
Customer Connected
Press 1 Press 2
Press 1 Press 2 Press 3
***Press *
Query Bill Complaint …Manual Service
Press 1 Press 2 Press 3 Press * Press 0
Customer Connected
Welcome Message
Bro
adb
and
Failu
re Rep
ort
Qu
ery B
alance
Qu
ery Bill
Qu
ery Usage
Co
mp
laint
Man
ual
Service
Bro
adb
and
A
ctivation
IPTV
Issue
……
Traditional Voice Navigation• Multiple layer menus, multiple times key press• Listen then press, more patience• Limited service options, may not find correct service
Intelligent Voice Navigation• Flat menus, one time voice input• Directly share your request, more efficient• Unlimited service options, easily expanded
Please tell us which service you want
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Omni-Channel Access
Customer CentricService is available wherever
customer is
Fast Channel AdaptationQuickly Build service platform with
pre-integrated service channels
Flexible Choice of ChannelsSelect favorite channels
as customer wish
Call
Mobile APPEmail
Facebook SMS
Web
uTalk
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Omni channel Self-Service
• Configure self-service menu templates quickly based on built-
in service items, and adapt to customer contact channels
• Atomic services, basic self-service functions can be reused
for different self-service templates
• Flexible self-service templates can be reused for different
customer contact channels
• Provide personalized self-services targeted to different
channels
Self Service
Atomic servicesTemplate A
network inquiry
contract handset inquiry
balance inquiry
bill inquiry
family number modification
password settings
package balance inquiry
complaints & suggestions
manual services
……
Business Consulting
Order Acceptance Process
Template C
Order Acceptance Process
Manual Services
Template B
Business Consulting
Manual
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Unified Agent Desktop & Mobile Agent
Unified Agent Desktop• Centralized Agent desktop for Multi-channels• Handle various customer requests• Automatically display customer information
Mobile Agent• Serve customers anytime • Mobile office anywhere• Mobile and PC seamless switching anytime
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Intelligent service engine, enhance service skill with less training
Intelligent Agent Assistant
Business Enhancement• Recommend product and service based on consult content • Guide agent positioning fault step by step for various types• Hint agent to change marketing strategy based on customer
feedback
Service Enhancement• Customer emotion recognition, prompt agent change
service policy accordingly.• Man-Machine seamless switching
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Intelligent Service Robot as engine, using ASR and TTS to realize automatic outbound.
Intelligent Outbound Capability
AI E
ng
ine
ASR
TTS
NLP
Intention Recognition
Emotion Recognition
Outbound Task
Customer Feedback
Automatic Outbound
Dialogue Mgmt.
12
3 4
OutputText
InputText
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Intelligent Service Robot cooperates with ASR and TTS technology, realize automatic outbound calling
Intelligent Outbound Capability
Execution TimeSet execution period, avoid holidays and rest time period
Task DefinitionUser-defined task content, and follow up steps based on customer feedback
Customer ListSupport customer segment or import customers as target customer group
Multiple WavesCross-channel multiple waves, Interactive execution, better customer experience
Monitor & AnalysisMonitor processing and generate feedback analysis
Outbound
Project
Execution
Time
Task
Definition
Customer
ListMultiple
Waves
Monitor
&
Analysis
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➢ Support multi-tenants and tenant management
and commission management
➢ Encourage distributors to develop their own
subordinate tenants through flexible system
configuration.
Multi-Tenancy Mode & Distribution Management
uTalk
DistributorsEnterprise
customers
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Knowledge Base
Pre-integrationIntegrate in agent desktop for convenient use
Dedicated Document LibraryCreate personalized document library for each agent and teams to provide flexible configuration permission and document management
Knowledge SharingAgents share knowledge with one another
Full-text SearchingPrecise searching through knowledge items and maximize knowledge base resources
Document TagCustomize knowledge directories, document labels; set management documents, and effectively manage knowledge documents
Training ExaminationProvide training materials and organize online skills test
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Monitoring & Inspection
Real-time Monitoring Intelligent Assessment & Inspection Statistical Analysis
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Key Value
Better
Experience
Higher Efficiency Lower Cost
• Cross-channel consistent experience
• Popular Social medial and Mobile Appchannel
• Ticket processing SLA based on customer grade
• Personalized outbound channel and timeperiod
• Agent help script and integrated KBS,more professional service
• Unified agent desktop, one-stopexperience
• Drag-and-drop based IVR flowdesigner
• Automatic trouble ticket dispatch,transfer, notification
• Integrated KBS, improve first callresolution
• Intelligent report, analyze andgenerate suggestions for Improvement
• Intelligent robot, reduce HR
• User-defined self service menu basedon flexible capability
• Unified routing for multi-channels,improve agent utilization
• Easily expand additional channel
• KBS and help script, reduce trainingcost