China Academy of Information and Communications Technology X Ronglian Cloud | Jointly released the "Research Report on Intelligent Technology and Application of Customer Service Center"

  On January 14, the 2021 Trusted AI Achievement Conference was successfully held online. The Institute of Cloud Computing and Big Data of the China Academy of Information and Communications jointly released the "Research Report on Intelligent Technology and Application of Customer Service Center", hereinafter referred to as the "Report".


(Picture: Excerpts from the release guest interpretation document)


  The report analyzes the development status and internal and external dynamics of customer service center intelligence from a dual perspective of technology and application, focusing on the technical capabilities, application scenarios, and industrial status quo of customer service center intelligence development. It analyzes the current status of customer service center transformation and the challenges facing intelligent development, and puts forward practical and feasible development suggestions. It further points out that the development of typical paradigms has important reference value for industry, university, and research to promote the intelligent and digital transformation of customer service centers through multi-party collaboration.

  Triple power, driving the intelligent development of customer service centers


(Figure: Excerpt from the report – Customer Service Center Intelligent Transformation Power)


  In the early days of the traditional period, the degree of automation of the customer service center was not high, and it relied more on manual agents, which was labor-intensive and inefficient. With the development of computer technology, technologies such as ACD and IVR were gradually introduced, and service efficiency and operational capabilities were improved to a certain extent.

  Then, in the information age, thanks to the development of Information Communication Technology and mobile Internet technology, as well as the promotion of information management systems such as CRM, ERP and OA, the customer service center has gradually evolved from a telephone-based model to a new online customer service model, but there are still pain points such as high labor costs and difficult service efficiency.

  Entering the era of intelligence, with the maturity of digital technology and the popularization of applications, customer service centers are gradually equipped with "five full" capabilities such as full-scenario access, all-weather service, full-service knowledge base construction, full-process operation optimization, and full ecological value feedback. The speed, breadth, depth, temperature, granularity, and accuracy of Client Server have all shown disruptive breakthroughs.

  In addition to technical support, policy guidance and demand pull are also important driving forces for the intelligent development of customer service centers.

  In terms of policies, our country has issued a number of policies to guide the healthy development of the industry, pointing out that it is necessary to use information technology to improve the level of Client Server and highlight the leading role of smart government services in the industry. At the same time, the external demand constituted by consumers’ expectations for customer service upgrades, and the domestic demand constituted by enterprises seeking to reduce costs and increase efficiency, together form the demand driving force to promote the intelligent transformation of customer service centers, so as to achieve upgraded service capabilities and efficiency improvement, and improve customer satisfaction.

  At present, the intelligent customer service center has formed a cloud call center, multi-channel text customer service, intelligent dialogue assistance, dialogue robots, intelligent quality inspection and other mature solutions, which are suitable for a variety of complex business scenarios in large, medium and small customer service centers.

  Deepen technological integration and continue to break through the service boundaries of customer service centers

  In recent years, the data richness, scene diversity, system complexity, service timeliness and other characteristics of the customer service center have been closely combined with cutting-edge technologies such as artificial intelligence, cloud computing, big data and 5G, which not only reconstructs the existing form and operation model of the customer service center, but also endows the customer service center with a number of perceptual and cognitive capabilities.


(Picture: Excerpts from the release of the guest interpretation document – the technical foundation to build a solid foundation for the intelligent development of the customer service center)


  In addition, with the blessing of key technologies such as automatic speech recognition, Text To Speech, natural language processing, multi-round dialogue, Knowledge Graph, etc., the customer service center has derived a new labor force and productivity, and digital and intelligent tools and products such as voice customer service, text customer service, video customer service, and customer service quality inspection have appeared. They are widely used in various service scenarios of outbound calls and online, and continue to break through the service boundaries of the customer service center to effectively improve staff efficiency and user service experience.

  Reconstruct the customer service center value chain to deeply empower general and dedicated scenarios

  The main purpose of the intelligence of the customer service center is to optimize the business process by sorting out, and use key technologies such as AI and big data to deeply empower various general scenarios and special scenarios.

  At present, under the four general scenarios of consulting and handling, scheduling and decision-making, notification and marketing, and quality inspection and analysis, the customer service center has been fully intelligent, opening up the links between customers, services, and businesses, reconstructing the service value chain, and further strengthening the intelligent upgrade of the general scenario service operation model.


(Picture: Excerpts from the release of the guest interpretation document – General scenes are fully intelligent)


  For example, notification and marketing scenarios. In this scenario, through in-depth mining of marketing and service data and two-way aggregation of user sources, the publicity and marketing value of the customer service center can be realized. Taking FAW Hongqi Intelligent Customer Service Center as an example, Ronglianyun has focused on upgrading FAW Hongqi’s call center and online service system, using IVR voice navigation system to intelligently divert incoming calls to achieve accurate service and efficiency improvement; at the same time, it has opened up the main online consultation channels of enterprises and broadened the service breadth and depth. Since its application, FAW Customer Service Center has significantly increased efficiency, with an overall work efficiency increase of 85% and customer satisfaction remaining above 97%.

  In the dedicated scenario, the value of the intelligent customer service center is continuously mined, which can initially meet the personalized needs of the dedicated scenario.

  Financial industry: Change the Client Server model, fully empower Client Server, operation management, and risk management businesses, create an all-weather, personalized, and intelligent financial customer service platform, improve the high manpower and low efficiency of financial customer service, and achieve double growth in business and customer satisfaction.

  Government Service Center: Focusing on the needs of the masses for the facilitation of affairs, continuously iteratively upgrading service methods with the help of technological progress, effectively improving the efficiency of the masses and enhancing the efficiency of government administration.

  E-commerce industry: gain insight into the panorama of e-commerce business, respond quickly to consumer needs, intelligently serve the whole process of consumer shopping, achieve high-quality closed-loop shopping services, and continuously improve service satisfaction in application scenarios such as inquiry logistics, product recommendation, and order processing.

  Telecom industry: Providing services to users in a more "smart" and user-friendly way, continuously optimizing business processes, improving business processing efficiency and Client Server experience, has been deeply applied in the three major operators and driving their online service intelligent upgrades.

  The industrial structure is taking shape, and the intelligent customer service market is performing actively

  Thanks to factors such as policy guidance, demand-driven, and technological development, the application scope of intelligent technology in customer service centers continues to expand, and the industry is gradually forming and continuously enriching. It has formed a complete industrial chain composed of infrastructure layer, technology product layer, and industry application layer, with division of labor, collaboration, collaboration, and mutual reliance in all links.

  Based on social needs and the increasingly mature application of industry technology, the scale of our country’s intelligent customer service market is rising rapidly. Taking advantage of the trend of breaking bamboo, it is expected to become the fastest growing region in the Asia-Pacific region, and the market size will exceed 10 billion in 2025.


(Graph: Excerpt from Report-2019-2025E China Intelligent Customer Service Industry Market Size)


  The active performance of the intelligent customer service market has won the favor of capital at the same time, and the investment enthusiasm has continued unabated. The "Report" shows that more than half of the intelligent customer service manufacturers have received financing, and there are 6 companies on the New Third Board and 3 companies on the New Fourth Board. Ronglianyun, as the first SaaS stock listed in China in the United States, was successfully listed in February 2021. In the same year, it successively acquired Customer relationship management software service provider Guohe Bing Technology and data intelligence service provider Zhuge Intelligent. Close strategic actions have enabled Ronglianyun to expand horizontally and vertically. Deep cultivation has a more solid support, with the integration ability of communication + data + intelligence, to consolidate product strength and digital intelligence.

  At the same time, Ronglianyun is customer-centric, investing in Product R & D in projects with increasingly strong localization needs in the banking, insurance, and automotive industries, and actively completing the adaptation (the products have passed the certification of Xinchuang and Tongxin software such as Kirin Software NeoCertify and TongWeb) to meet the diverse localization needs of customers, build the first brand of localized intelligent customer service, and continue to lead the development of the intelligent customer service industry.

  Finally, the "Report" proposes that to deal with the challenges and risks of intelligent customer service centers in terms of technology, industry, security, etc., it is necessary to jointly manage government, industry, university and research, and focus on technological breakthroughs, industrial collaboration and standard system construction. In the long run, we can improve our own competitive strength and have the ability to continue to develop in response to the changes of the times, and promote the vigorous development of the industry through the joint progress of the industry.


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