Shulou(Shulou.com)11/24 Report--

In March 2023, China Mobile and message jointly with JD.com Express customized a video call secretary for JD.com Express, and innovated and launched a smart communication solution for the logistics industry. Through the cordial and interesting cartoon image of the courier, the video secretary answers the busy phone for the courier and improves the work efficiency of the courier. at the same time, it also brings a new call experience and personalized customer service for callers.

Photo: JD.com express brother version and message video call secretary

Through the investigation of JD.com couriers and related managers, it is found that the daily customer calls received by couriers are mainly divided into three categories: express inquiry, reminder collection and consultation complaints. After receiving the customer express inquiry call, the courier often needs to confirm the order mobile number with the customer first, and then reply to the customer after querying the order status through the mobile phone number. This repetitive work takes up more time for couriers and increases the waiting time for customers.

After using China Mobile and the message video secretary, the phone calls that the couriers did not receive will be picked up by the AI video secretary, who will ask the customers' cell phone numbers and other order information, and notify the couriers through SMS and Wechat. The couriers can reply to the customer delivery or pick-up time after logistics information inquiry, which can effectively avoid repeated communication between the two sides and improve work efficiency.

Photo: JD.com courier is using and leaving a message to call the secretary.

The cooperation with message and JD.com Express has been carried out since the fourth quarter of 2022, continuing to provide innovative call services for couriers and express customers. This cooperation in the previous audio version of the call secretary on the basis of the upgrade to a customized version of the video secretary function. After the video secretary went online, the customer's willingness to leave a message to the younger brother has been greatly improved, and the message rate has increased by 17% compared with the audio secretary. Customers like the cartoon image of the video secretary is very obvious.

In addition, the video secretary has other "hidden eggs" to be unlocked, which can provide high-quality service to customers in all directions. For example, during the call, the customer can ask the secretary "I want to send a discount" to get the recent coupon for JD.com Express; during holidays and promotion, the secretary can also offer condolences and reminders to the customer during the conversation. In line with the current trend, digital secretary has gradually become an indispensable part of enterprise customer service.

Openness, cooperation and win-win are the pursuit and goal of China Mobile and message team in the new era of artificial intelligence. And the message team said that it will not stop the pace of exploration, will continue to innovate and upgrade, and will devote itself to creating AI intelligent interaction solutions, increasing efficiency and enabling more industries, helping the digital transformation of various industries, and opening up a high-quality development path.

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