In the process of growth and operation, enterprises inevitably encounter a series of problems such as pre-sales product explanation, after-sales problem solving, etc., customer service is born from this; as the company grows and develops, more and more customer service is defined, which is defined as cost The customer service department of the center is also less and less optimistic.
However, with the development in recent years, enterprises have gradually discovered that customer service, as a front-line department for communication between enterprises and users, should not be defined as a cost center, but should be gradually transformed into value; Redefined as a service marketing center, the concept of service management has gradually become prominent, and the customer service department has gradually reached a climax, and the problems faced by the customer service country email list department are destined to be redefined and solved.
1. Customer Service Robot
Solving simple and repetitive problems, freeing labor costs from busy work without performance, and then putting manpower into more valuable marketing transformation is a problem that companies have been thinking about; based on this, intelligent customer service robots came into being.
From the perspective of interaction mode, customer service robots mainly include rich text and rich media forms such as text, voice, cards, and pictures; dialogue services generally use task-based, which simulates natural interaction methods and provides 7*24 hours of service. Customer service solves most of the repetitive and simple work, reducing the operating cost of the enterprise.
With customer service robots, enterprises have achieved the initial liberation of labor costs. However, as the vast majority of users are intercepted by customer service robots, business opportunities revealed by users in customer service robots are also lost; that is to say, on the one hand, enterprises hope that customer service robots intercept simple and repetitive services, but do not want robots to intercept business opportunities. Instead, related business opportunities are diverted to human customer service with stronger conversion capabilities; therefore, how to achieve efficient linkage between customer service and robots is put on the agenda.
By realizing efficient human-machine collaboration, the following three goals can be achieved:
Save operating costs for enterprises;
Create marketing value for the enterprise;
Improve user experience and satisfaction;
2. Business Background
First of all, there are various reasons for users to enter the line. A single user has basic demands such as basic information inquiry, and there are also repeated complaints that have not been resolved for many times. There are not only marketing demands such as business handling and business consulting, but also emergency such as abnormal billing. business problem.
The use of customer service robots pays more attention to achieving knowledge matching, but cannot effectively focus on the urgency and value of the user's business, and it is difficult to rationally match effective service resources to achieve business transformation and improve problem handling efficiency; that is, manual customer service is in the mode of user scheduling , the user chooses the service mode by himself.
If manual customer service adopts user scheduling, it must be a rough scheduling method. As long as a user requests manual labor, it will enter the manual service channel; this will lead to unnecessary services occupying too much labor resources, causing valuable users to be busy On the other hand, it lacks the ability to actively explore business opportunities, so that business opportunities that show intentions in robots but have not been converted are lost, which are actually not expected by enterprise operations; that is to say, intelligent customer service robots Although intelligent interaction capabilities have been achieved, in order to strengthen the collaboration between robots and humans, the establishment of intelligent manual scheduling capabilities is indispensable.
3. Problems faced by the lack of intelligent scheduling
1. Passive service, loss of value business opportunities
For high-value business, it is impossible to guide the conversion to the manual side with better conversion ability in time, which will lead to the loss of business opportunities and poor overall conversion ability; passively undertake user services, lack of marketing initiative and intelligence.
2. User scheduling, resource value cannot be reflected
Businesses with different priorities, such as complaints, exceptions, and inquiries, allocate resources indiscriminately; too many unnecessary users enter the line for labor, accounting for high-quality service resources. valuable users.
3. Rough operation, lack of user layered services
Key customers, customers with repeated complaints, and valuable customers fail to effectively provide sufficient service resources, and all users adopt the same set of operating service models; that is, in terms of limited enterprise operating costs, human resources are inclined to valuable users, and to those who have demands. Users are inclined, and they are inclined to valuable business.
4. How to achieve efficient human-machine collaboration
Through the invocation of user attributes, business attributes, customer service attributes and other information, build intelligent scheduling capabilities to achieve reasonable and allocation of customer service resources; use intelligent capabilities to give full play to the value of manual customer service and reduce unnecessary waste of labor resources, Provide high-value users with a more convenient manual service channel; allocate resources in the right place to make it produce the best results, continuously improve customer value and reduce marginal costs.
Analyzing the locations where robots and humans may be separated, it is found that there are three, namely when the user first enters the line (entering the front-end page of the entrance), when the user requests manual labor, and when the user interacts with the robot; therefore, we need three here. Consider the strategy of human-machine collaboration in the scenario, and focus on several dimensions: user attributes, business attributes, and customer service attributes.