"Hello, I'm sorry that the little brother you dialed is on the way, you can tell me first if you have something to do" Double 12 has just ended, and Ms. Liu, who wants to check the status of her express delivery, dialed the ** of SF Express.
It is understood that in view of the missed connection on the way to delivery, as early as this year's Mid-Autumn Festival, National Day and Double 11 and other logistics peak periods, China Mobile Internet has customized a call secretary for SF Express couriers to answer customer calls and improve the work efficiency of couriers. During the Double 12 period, the caller secretary was further upgraded, optimized the AI voice of the express delivery scenario, and continued to escort the high-speed operation of SF couriers.
When will the courier be delivered?"Where's the delivery?""It is the main question that the customer calls the courier during the double 12 period, and in response to these problems, the calling secretary will take the initiative to ask the customer "Do you want the express delivery to be put in."Help the courier communicate with the customer about the details of the delivery, the courier only needs to open the SMS or WeChat applet, and can understand the customer's call information and express delivery requirements, so that the communication between the two sides is more.
Not only that, the calling secretary can also appease the negative emotions of customers and improve the customer's courier service experience. "I'm sorry that the little brother you dialed is on the way" A simple opening sentence tells the anxious customer the reason why the courier did not answer **, and guides the customer to leave a message to say the express delivery demand, so that the customer feels that his needs have been responded.
Voice call is the cornerstone of ensuring the efficiency and service experience of express delivery, and solving the problem of missing connections is the key to opening up the express service experience. For AI tools such as call secretaries, it is exciting to see how to improve express call management and help the transformation and upgrading of logistics services in the future.