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

On October 11, 2023, China Mobile launched the "86 NEXT New Portal for Mental Services" at the sub-forum "Heart level Service, Heart talk Future" of the 2023 China Mobile Global Partners Conference. This move shows that the innovative AI technology represented by the large model takes the lead in opening the engineering application in 10086, the world's largest customer service system, and is a landmark event for the large model technology to break the ice in the industry.

It is understood that the "86 NEXT" newly released by China Mobile at this forum is a new intelligent upgrade of 10086 online services and is known as the "new portal for mental services". It successfully carries the application of 5G new calls and "nine days" large model technology. Relying on the blessing of 5G new calls, 86 NEXT has realized the transformation from a hotline to a portal. After calling the hotline, users can reach what they need at one touch through the operation of the mobile phone screen. At the same time, with the help of the "nine days" model, 86 NEXT takes the lead in realizing the transformation from "intelligence" to "wisdom" and from industry to omnipotence in the industry. Through the first-class intelligent service system to comprehensively improve user experience and satisfaction, and further extend the customer service hotline into a new multi-modal intelligent service portal.

Intelligent customer service heart experience: the self-service meets the industry scenario, the application industry model is a data construction system for the whole scene of customer service, it can pre-train the industry base model, accurately mark the business data, and enhance the business data with the characteristics of robustness, reliability, flexibility and diversity. On this basis, 86 NEXT breaks through the accuracy bottleneck of the general large model, and forms an intelligent industry model that can learn and serve independently.

As an icebreaker in the application of large models in the industry, 86 NEXT relies on the original resources of the 10086 platform and has a large amount of professional data to achieve high accuracy, high reliability, strong task leadership, and can continuously learn industry norms and knowledge through complex system AI and strong system integration capabilities.

Based on the large-scale language model, 86 NEXT breaks the traditional interactive boundaries, provides a more in-depth and humanized communication experience, and realizes the transformation from the traditional answering interaction of intelligent customer service to a more business-oriented and temperature-oriented interaction. The personalized service of the large model and 5G video customer service technology are combined to bring rich and colorful, diversified and real interactive experience for users.

China Mobile "86 NEXT" has also taken the lead in the industry to start the engineering application process of large models in the field of individual user services. Combined with the "Nine days" model, it can significantly improve the fluency and naturalness of machine-human conversation, and can detect and respond to user emotions in a timely manner, giving anthropomorphic emotional care. Based on 86 service renovated and upgraded, "Zhongmianyun Intelligence Service" Will be able to provide enterprise customers with service solutions.

The high dynamic self-adaptation of 86 NEXT can be applied to customer service, government, medical, social and other industries, fully invoke all kinds of service forms, integrate all kinds of service resources of enterprises to provide customers with comprehensive problem solutions. For example, 86 NEXT can not only be applied to the interaction scene with customers, but also establish a new mode of man-machine cooperation between users and customer service in the process of human service, so as to provide users with convenient and efficient new service experience.

At the same time, 86 NEXT's large language model, as an AI assistant, can intelligently produce users' session summaries, accurately understand users' needs, assist customer service personnel throughout the process, and significantly improve work efficiency. After the completion of the service, we can also cooperate with big data technology for data collection, comparison and analysis, find key problems and potential needs in time, provide an important basis for user marketing and personalized service, and make intelligent customer service smarter and more intimate.

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