Overview
Smart customer service
Yonyou smart customer service provides enterprises with a unified, integrated, intelligent and convenient omni-channel customer service access platform, multi-channel user access, unified acceptance of problems, intelligent flow of work orders, and first-class customer service robots are never offline.
A panorama of intellectual capabilities
Smart customer service scenario
Omni-channel customer service access
Multi-channel user access, including desktop**, mobile**, APP, WeChat***, WeChat customer service, Weibo, small programs, etc.;
The unified intelligent customer service platform accepts questions, including customer lists, historical interaction records, conversation windows, customer details, intelligent replies, service summaries, etc.
Customer service ** workbench: convenient operation, information integration.
Intelligent ticket circulation
Multi-channel access issues;
Create tickets in multiple ways, including automatic creation, customer submission, customer service creation, and external interface creation
Fully automatic flow and processing of work orders, automatic allocation and automatic flow across companies and departments;
Full-time reminders, intelligent reminders, custom time flow, SLA service timeliness reminders;
The original channel responds to customer questions.
Intelligent customer service bots
7x24 hours never offline, solve common problems independently;
When the human customer service is received, the robot automatically matches the knowledge base questions to assist in answering
When the robot is busy, the robot takes over actively, and there is zero delay in customer reception
Intelligent recognition of user emotion, automatic transfer to manual work, and improve customer satisfaction;
Rapid prediction of customer intent, based on customer portraits, industry knowledge construction, and accurate semantic analysis, allows the robot to quickly and accurately understand customer intent and provide support for subsequent conversation interactions
Multi-round dialogue, contextual logical understanding, active step-by-step questioning, accurate identification and extraction of key information;
The robot supports in-depth learning Xi, continuously updates and grows, enriches the industry knowledge graph, and builds industry business scenarios.
Value characteristics of smart customer service
Efficient service to help enterprises reduce costs in an all-round wayImprove service, marketing and management efficiency, and improve user experience satisfaction;Artificial intelligence empowerment in service, marketing, and managementIntelligent customer service bots are lower cost (labor costs are reduced by 85%), higher efficiency (efficiency is increased by 100%), and satisfaction is higher (satisfaction is increased by 70%)**Customer service active marketing,Enhance the transformation of business opportunities and realize the integration of marketing services;Comprehensive monitoring and data analysisUpgrade operation management to support enterprises to achieve intelligent transformation.