Customer journey and communications do not follow a single path. Many communication channels, such as your website, app, and social media, can be disorienting to your customers. Customers tend to directly ask questions to get the information they desire. An increasing number of companies today are willing to use round-the-clock chatbots to instantly communicate with customers, answer their questions, and create a pleasant customer experience on multiple channels.
This Artificial Intelligence Service solution empowers you to build various types of multi-language customer service chatbots to enable text, voice, and image interactions. With pre-trained, artificial intelligence algorithms, you can set up a knowledge base to provide consistent and engaging user experience for sales, support, and upsells. After sufficient training, your customer service system would become smarter and more intelligent. Additionally, this solution provides you with smart operations and management of customer service centers, including volume prediction, routing, manpower planning, and real-time dispatching depending on productivity and quality priorities.
Enhanced Customer Service with Better Customer Satisfaction
AI chatbots automate your sales and support 24/7, increase the quality and frequency of customer conversations, and give your customers a uniform experience across different channels. AI chatbots allocate resources for dealing with different types of customer cases and provide you with a smooth transition from AI chat to manual customer service.
Centric Omnichannel Access, Operation, and Management
Whether they contact you through your website, app, Facebook, WeChat, or hotlines, this solution provides you with a centric operation and management platform that allows you to deliver a unified response to your customers across all channels.
Empowered by Alibaba's E-Commerce Best Practices & AI Technologies
This solution allows you to leverage the most advanced algorithms based on Alibaba’s years of industry-leading, e-commerce, customer service experiences, and the AI-technology capabilities of the Alibaba DAMO Academy such as Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Text-to-Speech (TTS), Knowledge Graph, and Computer Vision.
AI chatbots enable you to automate sales and support services while saving cost and labor. It's easy to fulfill strategic or behavioral changes based on new algorithms or patterns, making your customer support system smarter over time as they experience new scenarios.
How It Works
On the basis of the current system architecture, there are more than ten, newly created intelligent application systems, such as online robots, intelligent tickets, and agent assistants. It also involves the intelligent transformation of the current ticket system, agent system, and Interactive Voice Response (IVR) system. They are deeply fused with intelligent data mid-end.
This solution allows text, voice, and image interactions, enabling you to provide online chatbots on the website, app, and social media, and provide hotline chatbots that answer inbound calls or place outbound calls. Online chatbots can support multiple languages and allow mixed-use of languages, auto spell check, emotion detection, chitchat, and machine reading comprehension.
On the business mid-end layer, this solution enables your medium to large customer service center to automatically predict service volume, plan manpower and job assignments, route service requests, and perform real-time scheduling and dispatching.
On the business back-end, Alibaba Cloud's IaaS and PaaS capabilities together with advanced AI algorithms powered by Alibaba DAMO Academy, such as Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Text-to-Speech (TTS), Knowledge Graph, and Computer Vision, provide you with a reliable, secure, and high-performance infrastructure on the cloud.
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