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

At the 2023 China Mobile Global partner Conference, the newly upgraded China Mobile Cloud Smart Service was brilliantly unveiled. Based on the experience of 10086 hotline operation and construction, combined with advanced large model technology, China Mobile Cloud Intelligence Service provides an one-stop comprehensive solution of "customer service system + AI / 5G video + BPO operation + customer service workplace" for customers in pan-government and other industries, bringing digital transformation and upgrading to customers in the industry, improving the quality and efficiency of customer service. Fully demonstrated China Mobile online Marketing Service Center (referred to as "China Mobile online") in the digital economy era of the deep understanding of digital services.

Based on the capability endowment of 10086 platform, continuously improve the core competitiveness of customer service

With the rapid development of digital economy, digital services are constantly updated and iterated. "10086", as the service business card of China Mobile, has been committed to providing customers with the best service and the best service experience, by promoting the transformation and upgrading of digital services, and strive to create world-class services to benefit thousands of families.

After more than 20 years of operation and construction, 10086 has become the largest integrated customer service system in the world, precipitating telecom-level reliable operation capabilities, quality control capabilities, platform capabilities, full-link AI capabilities, big data insight capabilities, independent and controllable technology, and completed localization adaptation, laying a technical accumulation for China Mobile to build a reliable service brand.

Relying on the underlying architecture of the 10086 customer service system, China Mobile online, centering on the needs of the transformation of digital services in Qianhang Baiye, has polished out the industry-leading smart cloud customer service products, so that the results of mobile digital intelligence services can enable Qianxing Baiye.

Full-process personalized customized service to create an one-stop solution for customers

With the continuous development and application of artificial intelligence technology, AI large model is more and more widely used in the field of intelligent customer service. Relying on the excellent capability of 10086, China Mobile online, on the basis of cloud customer service, injected the "nine days" AI model, comprehensively upgraded to "China Mobile Cloud Intelligence Service", and created a leading benchmark of customer service system in the new era.

The newly upgraded China Mobile Cloud Intelligence Service, combined with advanced AI technology capabilities, provides personalized and customized customer service solutions for different industries, and offers customers a "planning + delivery" one-stop service covering the whole life cycle, from initial evaluation, analysis and customized planning to mid-term specialized team deployment and implementation. To provide a full range of system, personnel, service data operation and maintenance services after the system is online, to ensure that enterprises can get the best system and maximum benefits in the process of use.

Combined with customer needs, China Mobile Cloud Smart Service has specially created a baseline solution for pan-government and domain, while the upgraded intelligent components bring innovative service experience to customers in terms of service and marketing.

Pan-government baseline solution aims to create a new business card of government service through the deep integration of digital intelligence technology and AI application. The solution is tailor-made for the 12345 government hotline, around Netcom, helping to improve the efficiency and satisfaction of government services. Overlay advanced and mature technologies such as 5G video and AI models to achieve intelligent management of the whole process of government services, enhance the experience of the masses, and improve the quality and efficiency of hotline services. At the same time, through big data analysis technology, assist the government to make accurate decisions, and provide more efficient, convenient and intelligent government services for the public.

The baseline solution is dedicated to creating a warmer, smarter service experience. At present, intelligent outbound calls have covered digital villages, public security fraud, taxation and other scenes, with a total of more than 100 million intelligent outbound calls. Combined with large model, digital human ability, a new upgrade of 5G video outbound call function, so that every phone call is immersive. Through accurate insight into the target customer groups, customer service and robot collaborative calls, improve service satisfaction and marketing conversion rate.

The China Mobile Cloud Smart Service solution is also service-oriented and marketing scenarios upgrade intelligent components to achieve more intelligent and fine operations at the self-service, manual service and marketing levels. Among them, the self-service question and answering robot understands the business better after adding the large model, and the response accuracy rate can reach more than 90%; in terms of manual service, "intelligent session + knowledge recommendation + intelligent session summary" can improve service quality and efficiency; "intelligent dispatch + automatic filling order" can accurately assist agents to process work orders, and the accuracy of filling out orders is 85%. In addition, the upgraded intelligent components also have the ability of intelligent scheduling, intelligent sparring and other capabilities to maximize the efficiency of personnel, shorten the duration of work and improve the quality of service.

Create customer benchmarking cases in multiple industries to enable the transformation of digital intelligence in thousands of banks and all industries

China Mobile online has experience in collaborative scheduling and unified management of customer service resources in 31 provinces across the country. It has two centralized digital parks in Luoyang and Huaian, 65 own workplaces, 29000 own customer service, more than 2200 cooperative workplaces and 410,000 public contract members at its peak. It can provide flexible, efficient and professional customer service support for enterprises, and there is no need for enterprises to set up independent customer service centers in different provinces or regions. Help enterprises to reduce operating costs, improve customer satisfaction and work efficiency.

At present, China Mobile online has cumulatively provided 12345 hotline services to 55 cities in 24 provinces, and served more than 12123 pan-government projects in 31 provinces, including Traffic Management Bureau, General Administration Bureau, Medical Insurance Bureau, etc., as well as more than 2000 enterprise customers, such as oil, post, manufacturing and so on.

Relying on the China Mobile Cloud Intelligence Service solution, China Mobile online helped China Post to build an intelligent customer service platform to integrate the decentralized operation of multiple lines, services, numbers and systems, so as to achieve the goal of unified access, unified analysis and unified management of postal customer service, and enhance the customer service experience of online, offline, all-channel, all-contact and multi-scene. In addition, China Mobile online has also helped PetroChina to create a unified 956100 service hotline and "PetroChina online" online and other multi-channel service capabilities, so that users can solve oil, gas and chemical related problems in one stop. Will no longer encounter the previous service number, service subject, service standards and other problems, improve efficiency, but also convenient user experience.

Whatever is beneficial, go with the times. As a central enterprise in the field of communications, China Mobile online will continue to improve the level of digital services, actively respond to the strategy of digital power, generate new momentum for development through scientific and technological innovation, and strive to create a more efficient, convenient and secure service experience. to contribute to the promotion of high-quality national economic and social development and the realization of a better life for the people.

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