Shulou(Shulou.com)06/03 Report--

Customer service in the future will not only try these basic things.

The above has already mentioned why we want to engage in cloud customer service, because the traditional customer service service can no longer support the future 5G, IoT-based human-to-human, human-to-thing connection service. The traditional customer service is mainly based on human service to solve people's complaints, consultation, purchase and other needs about enterprise products. And the future customer service will not only try these most basic things, but more need to solve people's deeper needs.

Case study: the customer service of ladder network not only needs to analyze and predict the future failure expectation from the daily elevator operation data, but also needs to give early warning analysis, influence prediction, and prepare troubleshooting means; and when the real fault comes, timely give face-to-face care to the people locked up, so that they can intuitively see the progress of troubleshooting, so as to appease the psychology of the people locked up.

From the above case, we found that this call center integrates information collection, professional analysis and humanistic care. These are what the current customer service center does not have, or only have part of the ability. From the above cases, we find that many capabilities are not the existing customer service support manufacturers, or some enterprises can provide all the content, which involves the traditional software and hardware / network construction, IT capacity building, AI/ Internet capabilities, humanities and other capabilities. From the level of operational support management, it involves communication operators, capacity providers, cross-industry users, government regulatory units, and even the news media and so on.

All of these are beyond the reach of the traditional customer service center, so it needs to be supported by a new cloud customer service platform. The core business requirements of the future cloud customer service platform are as follows

Real-time: it can obtain relevant analysis data and node information in real time, and both front and back ends have 360-degree, real-time information views for customers.

Reliability: to meet the requirements of telecom-level software and hardware reliability, but also to meet the reliability of information on people and objects, to avoid irreparable losses caused by errors in mastering data.

Richness: rich capabilities, including traditional CT domain communication capabilities, as well as Internet communication, media, interaction and other capabilities, as well as the ability to quickly analyze and predict results, so that customer service personnel (or robots) can interact with users (2C or 2C) at the first time.

Full connection: the future customer service center will serve not only for an enterprise or an operator, but also for a variety of industries, and a single enterprise / operator / or other unit is just one of them. or a user, which requires that in the whole service link, the units that need to be contacted will be able to connect in real time through a variety of terminal devices. View the relevant information that it can see. For example, the above example of ladder networking involves communication operators, elevator operators, government regulatory departments, and so on. in the event of an accident, the personnel in the ladder (equipment in the ladder) can contact these units in a timely manner. for the next step of self-rescue or waiting for rescue.

Security: in the face of the information explosion of the future, everyone is transparent in this society, no matter where they are, what they do, what they experience, what they will do next, etc., will be obtained by dozens of collectors, analyzed by hundreds of AI robots, and applied to thousands of industries. For the industry, it can bring new opportunities and markets, and at the same time, for individuals, it can also help them deal with more complicated things and quickly understand and play with new things. subsequently, the security of personal original information will be raised to a new height (even if the current legislation, law enforcement and other links have not been achieved).

Based on the above understanding, we can predict that if future cloud call centers want to provide customers with the services they need quickly and well, they will inevitably acquire capabilities from multiple clouds (BAT's cloud, operator's cloud or other clouds) to build their own overall external service platform. Such a customer service center may gradually concentrate from the current construction of sub-industries and sub-enterprises to one (or several) super customer service centers, and the services that this customer service center can provide to us will be omni-directional, real-time and intimate, and the relationship between customers and them will no longer be an active-passive relationship, but an inseparable relationship.

Such concentration will no longer be a concentration within an enterprise, but a concentration of the whole industry. perhaps we can see more and more clearly that in this gradual concentration process, basic communication service providers (basic communication capabilities and brands) and cloud service providers (strong IT capabilities, ecological aggregation capabilities, brands) have great advantages over other industries. At present, the customer service center is still in the stage of scattered construction or flowers in vain, but with the development of AI, 5G and other technologies, the centralized customer service trust will come soon. In this process, government departments had better only play the role of final referee to ensure that the information of individual people will not be wantonly abused.

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