Ali Pushes AI For Customer Service.

Recently, it was learned that in mid March this year,

The whole amount of artificial intelligence service product "Ali Xiaomi" is launched. Members can pass.

Any two level page is easy to find Xiaomi, experience service, shopping guide, consultation, intelligent assistant and other functions.

Official data show that on the line for half a month, Xiaomi received news of 4 million users per day, of which nearly one million users chose to ask directly to Xiaomi, replacing the traditional customer service hotline to solve the related problems of Taobao shopping. According to a customer service day 2, they received more than 100 people to calculate, Xiaomi's service ability was comparable to 33 thousand customer service sub two.

The average response time is less than one second.

Alibaba is facing more than 400 million active consumers, tens of millions of active businesses, and tens of millions of pactions every day.

How to make use of the power of technology, enhance service capabilities and user experience, rather than increasing the number of customer service, is the focus of attention of the service team.

Alibaba members open their mobile phones and Taobao can easily find small honey. The average response time is less than one second, which greatly reduces the queuing time of the original hotline. The consultation rate of member consultation is close to 80%, which is higher than the average level of intelligent customer service products.

In addition, Xiaomi can also convert 7X24 hours to manual services.

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Xiaomi can predict the problem ahead of time based on user behavior, and initiate contact with users before initiating consultation. The help rate of users and online services is reduced by 70% and service pressure is greatly reduced.

Speaking can be filled with calls.

In addition to consulting complaints and other basic services, Ali Xiaomi can also act as an intelligent assistant to complete telephone charging, check weather, buy air tickets, guide shopping and so on on Xiaomi.

Among them, the charging fee has jumped to the first category of members' turnover on Xiaomi, and the fastest time to recharge is only 5 seconds. Users can complete the recharge quickly in just one sentence.

In addition, there are more than 3000 members who check the weather every day through Xiaomi, and the number of air tickets ordered by Xiaomi is nearly 2000.

Not only that, but many people like to find Xiaomi chatting and laughing every day.

Different from the market, a lot of AI products can only achieve single question and answer. Xiaomi really adopts artificial intelligence + knowledge map, which can understand member semantics more accurately based on context and multi round dialogue, and then accurately identify members' needs.

According to the official Alibaba, Xiaomi has a group of scientists in the field of speech recognition. Through the continuous optimization of the algorithm, the accuracy of speech recognition has been significantly improved on the original basis, even for users with heavy accent, fast speaking users and even in noisy environments.

Since mid March to the present half a month, more than 100 thousand members have been killed every day.