Intelligent customer service track: Netease Qiyu and Weier technology play different ways

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With the development of the times , Compared with before, many industries have also undergone earth shaking changes , Customer service industry is one of them . Under the influence of the landing application of artificial intelligence and other technologies , The penetration rate of intelligent customer service products is rising , The whole intelligent customer service industry also shows a momentum of vigorous development .

According to AI media consulting data ,2020 In, the scale of China's AI customer service core industry reached 1500 One hundred million yuan , expect 2030 The years will reach 1 Trillion yuan , The average annual growth rate is 33.3%. Among them, intelligent customer service is an important branch of enterprise AI application , Proportion of conservative estimates 20%. As the smart customer service market continues to expand , Players from all walks of life poured in to participate , The industry competition is becoming more and more intense .

Intelligent customer service to break the situation

In addition to the boost of Technology , The reason why the intelligent customer service industry is developing so vigorously , Closely related to practical factors . For customer service staff , Customer service not only has high repeatability , Sedentary time is not short , It can be said to be a double test of physical strength and energy , And with the expansion of business volume , Its workload will also increase . And for businesses , The high turnover rate of customer service personnel and the increasingly high labor cost are also the practical tests it faces . Facing the bottleneck of traditional customer service , The emergence of intelligent customer service solves these problems well .

One side , Intelligent customer service can provide round the clock service , So as to improve the consumer experience . For consumers , Customer service is the key role of answering questions and solving doubts , Influenced by realistic factors , The response speed and reception capacity of customer service staff are limited , But for consumers who don't respond to customer service , Delay in getting a reply is bound to affect their mood . Especially during the promotion of e-commerce platforms , The number of store visits has reached a peak , The amount of messages that customer service personnel have to reply has also increased rapidly , Once a message omission event occurs , It will also cause negative emotions of consumers .

Different from manual customer service , Intelligent customer service can receive hundreds of customers at the same time , Answer questions for him , Effectively improve the customer's sense of experience , At the same time, it can also share the pressure of manual customer service . Besides , Intelligent customer service can also provide 7×24 24-hour round the clock service , To a certain extent, it can avoid the loss of customers at night .

On the other hand , The application of intelligent customer service products can reduce the cost of enterprises . According to the industry survey released by Alibaba cloud Research Center , The dissatisfaction of traditional customer service practitioners with their work is as high as 51%, This is also an important reason for the high turnover rate in the customer service industry . Once there is a shortage of customer service personnel , Enterprises should step up recruitment , However, due to the different industries involved , Enterprises have different requirements for customer service . For businesses , It also takes time and cost to cultivate a qualified customer service staff . therefore , Intelligent customer service products that can help enterprises achieve cost reduction and efficiency increase , Naturally, it has won the favor of enterprises .

Netease seven fish “ Instead of ”

According to AI media consulting data , By 2021 year 9 month , The number of intelligent customer service related enterprises in China has exceeded 900 home . Although there are many intelligent customer service enterprises , But if it is divided by service objects , Intelligent customer service providers can be roughly divided into two categories , One is general-purpose manufacturers , The other is vertical manufacturers , The two types of manufacturers also have their own strengths . Among a number of general-purpose intelligent customer service manufacturers , Netease seven fish can be said to be the best .

According to Netease Qiyu “6 Annual report card ” Show , Netease seven fish service 40 ten thousand + companies , Cover 60% Head enterprise , Accumulatively save customer service manpower for enterprises 2000 ten thousand people / God , create 128 Business value of 100 million yuan . Efficient connection 6 Billion users , Accumulative undertaking 76 Billion rounds of conversation , The number of messages 615 Billion bars , Among them, the number of robot consultation reception 41.8 100 million times , Service proportion 55%.

in the first place , The industry corpus accumulated by Netease , It provides important support for Netease Qiyu to launch intelligent customer service products for the whole industry . as everyone knows , Intelligent customer service products applied in different industries , The questions to be answered are also different , This requires intelligent customer service products to have a corpus with sufficient content , Enable them to analyze and understand customer problems and respond . As an established company , Netease has a large amount of corpus accumulation and industry knowledge , It can provide rich corpus knowledge for its intelligent customer service products , So as to ensure the accuracy of intelligent customer service answering questions .

both , Relying on the advantages of artificial intelligence technology of Netease , The accuracy of Netease Qiyu intelligent customer service is also guaranteed . As early as 2011 year , Netease AI began to focus on deep learning 、 natural language processing 、 Voice interaction 、 Technology research in the field of pattern recognition , Deep technology . And there are Netease AI Technology is the underlying support , Netease Qiyu's intelligent customer service products have also achieved quite brilliant performance . according to the understanding of , At present, the average problem matching rate of Netease Qiyu intelligent robot has reached 95%, The accuracy of intention recognition has reached 95.22%.

Third come , Netease Qiyu is still carrying out product iteration 、 Enrich product matrix , Provide customers with more choices . Netease Qiyu's product matrix is not without abundance , On the product side , Netease Qiyu has online customer service 、 Video customer service 、 Online robots 、 Call robot 、 call center 、 Pre sale capital retention robot, etc ; In terms of solutions , Netease Qiyu not only launched solutions for the e-commerce industry 、 Education industry solutions 、 Fresh e-commerce solutions and other industry-oriented solutions , It also launched scenario solutions , Such as HR Service solutions 、 Enterprise and micro customer service solutions , Be able to meet the various needs of customers as much as possible .

Weier Technology “ Small and fine ”

It is different from Netease Qiyu in the whole industry , Weier technology has chosen the development route of deeply cultivating vertical industries . After years of development , Today's Micro ER technology has successfully launched a small and micro global intelligent robot 、 Private planet and other products . Behind the choice of micro ER technology to continue to cultivate the field of e-commerce , It has its own logic .

First , E-commerce has been deeply rooted in the hearts of the people , The demand for intelligent customer service is huge . Today, , Consumers have gradually developed the habit of purchasing daily needs on e-commerce platforms , But because the product has no physical object, it cannot be contacted , Consumers often ask for details by consulting customer service . Especially when it comes to platform activities , The reception volume of store customer service on e-commerce platforms has increased , There is an upper limit to the energy and speed of manual customer service . meanwhile , Customer service is also one of the key factors affecting the repurchase rate of consumers .

therefore , E-commerce platform has become one of the important application scenarios of intelligent customer service . According to AI media consulting data , The proportion of intelligent customer service users is as high as 98.1%. In application , Shopping on e-commerce platforms (42.3%) It is the second largest scenario for users to use intelligent customer service , Second only to mobile business processing scenarios . Deeply cultivate micro ER technology in the field of e-commerce , Naturally, we can also get good development opportunities .

secondly , Weier technology focuses on e-commerce and has accumulated rich industry experience , And then provide customers with precise Services . As mentioned above , In different fields , The knowledge base required by intelligent customer service products is also different . Weier technology focuses on the field of e-commerce , It can give full play to the e-commerce genetic advantages of its founder team （ Most of the founding team members of Weier technology come from Alibaba , Have a deep understanding of the e-commerce industry ）, It can also continuously enrich the corpus of intelligent customer service , Enhance their influence in the vertical industry , Form differentiated competition with other intelligent customer service manufacturers .

Last , Weier technology has launched a global solution , Provide full chain services for e-commerce enterprises , It has effectively improved its competitiveness . according to the understanding of , The global intelligent solution launched by Weier technology covers multiple scenarios from pre-sales to after-sales , It also has intelligent question and answer 、 intelligence CRM、 Intelligent marketing and other functions , It can meet the various needs of e-commerce enterprises . Relevant data display , By 2020 year , Weier technology products have served end users more than 20 Million people .

Intelligent customer service has no “ defects ”？

In technology empowerment 、 Under the joint action of various factors such as the growth of customer service demand , The intelligent customer service industry has entered a period of rapid development . that , Is intelligent customer service really so perfect ？ The answer is No . With the growing popularity of intelligent customer service, there are not only opportunities , Challenges cannot be ignored .

One side , The intelligent degree of intelligent customer service still needs to be improved . without doubt , The application of intelligent customer service effectively reduces the pressure of manual customer service , At the same time, it also improves the efficiency of the enterprise . However , There are also a lot of vomit about intelligent customer service , Answer repeated 、 Intelligent customer service is not intelligent has become a high-frequency word . According to AI media consulting data , The proportion of users who think that intelligent customer service can solve more problems is only 29.8%, have only 9.6% Of users think that the problem-solving ability of intelligent customer service is higher than that of manual customer service .

On the other hand , There is also room to improve the accuracy of intelligent customer service . Because of personal habits 、 Differences in personality and other aspects , Their expressions are also different . Facing the commonly used sentence structure , Intelligent customer service can realize accurate identification 、 Reply accurately , But in the face of complex sentence patterns , The accuracy of intelligent customer service understanding and recognition may be discounted . If intelligent customer service does not answer the question , Naturally, it will also lower the user's sense of experience to a certain extent .

besides , There is also a problem of product homogeneity in the field of intelligent customer service . Although there are not few products in the intelligent customer service market , But there are still some similarities in some intelligent customer service products , The product function is also similar , The homogenization of intelligent customer service products not only makes it more difficult for intelligent customer service manufacturers to break through , It also consumes the enthusiasm of customers .

Although the intelligent customer service industry still has many limitations , But I believe that with the continuous iteration and upgrading of Technology , These challenges will also be crossed one by one . It's just , The breakthrough of underlying technology is by no means a day's work , Whether it's Netease Qiyu or Weier Technology , There is still a long way to go .