Wen|She Kaiwen
Source | Intelligent Relativity (aixdlun)
"After a terrible customer service experience, hung up the phone cursely", I believe everyone in this scene will not be too unfamiliar, "endless waiting, lengthy and cumbersome authentication, inexplicable classification, a bunch of useless answers Finally, I hope you will comment on this service."
This is a microcosm of the customer service experience over the past ten years, and fortunately this is becoming a thing of the past. With the emergence of new intelligent software solutions, "customer service" is no longer an annoying topic.
A few days ago, IDC, an international research institution, released a set of reports called "China Dialogue Artificial Intelligence Market, 2020". The report mainly reflects that enterprises are introducing a large number of dialogue artificial intelligence capabilities in the context of increasing demand for corporate service resources. For multi-channel product service sales and customer management.
Among them, Baidu Smart Cloud was rated as the "leader" in the industry, but this result may not have too many surprises for Baidu Smart Cloud.
1. "Conversational artificial intelligence" broke out, and Baidu became a "leader" is not surprising
"Conversational artificial intelligence", in layman's terms, can be an "artificial intelligence assistant" that can complete normal conversations with users and customers, capture context and provide intelligent responses. This technology may be more perceptible at the market level: at this stage, the AI ecosystem is constantly enriched, and intelligent voice + text customer service using conversational artificial intelligence technology has been widely used in finance, retail, medical, manufacturing, government, education, etc. . Regarding this change, IDC also pointed out in the report, “Thanks to the large-scale implementation of chatbots and intelligent dialogue terminal applications, the conversational artificial intelligence market is driving the development of the entire artificial intelligence software market. By 2024, this The market size of a technology in China will reach 1.56 billion US dollars.
Where there is a market, there will be rivers and lakes, and the same is true for conversational artificial intelligence technology. Based on this huge market, a number of technology manufacturers have emerged in China, and they are competing with each other. Therefore, IDC has proposed a number of high-quality "conversational artificial intelligence" technology providers by evaluating core technology, productization capabilities, customization capabilities, landing application mathematics and ecological composition, among which Baidu Smart Cloud is both in capability and strategy. Dimensions are significantly ahead of other manufacturers, and are in the leader position in the evaluation.
2. "Good anglers seek fun, bad anglers seek fish"
The so-called "good angler seeks fun, bad angler seeks fish" can be understood straightforwardly as "those who know how to fish, they care about the process, and those who don't know how to fish their pursuit is just to fish."
For Baidu Smart Cloud, "conversational artificial intelligence" is a point embedded in Baidu's entire artificial intelligence system. Doing a good job of "conversational artificial intelligence" may be the same as fishing with "good anglers". Inevitable process.
Of course, there are prerequisites for becoming a "good angler".
1. Good fishing gear is necessary for "good fishing"
Even if you have been immersed in artificial intelligence for many years, you still need hard core support if you want to become a "leader". What hard core capabilities does Baidu Smart Cloud have? IDC also gave a more detailed explanation in the report.
First, focus on voice semantic technology, and provide complete integrated solutions covering smart customer service applications, contact centers, cloud communications, etc.; for example, Baidu Voice has more than 15.5 billion calls per day. For another example, in the field of natural language understanding, Baidu Wenxin (ERNIE) has fully surpassed BERT in many Chinese NLP tasks. On July 9, Wenxin (ERNIE) won the SAIL Award, the highest award at the 2020 World Artificial Intelligence Conference. The knowledge map created by Baidu is based on the knowledge center, providing efficient construction of multi-specialized maps with a scale of 100 million.
Second, it can provide standardized products, reduce project implementation costs with rapid integration capabilities, and focus on product openness, enabling easy-to-use product capabilities and open interfaces to empower business and technology.
Third, it has accumulated a lot of experience in implementation methods, empowered various industries with the trinity of talents, operations, and best practices, and focused on talent training.
From technology, to products, to ecology, it is not difficult to see that these advantages have laid a solid foundation for Baidu Smart Cloud to become a "good angler" in the field of "conversational artificial intelligence".
2. A "good angler" must be "good at nesting"
After the tools are ready, another important step for "fishing" is to "fight the nest." Whether the nest is played well or not will directly determine the number of fish to be attracted. Bringing it to the industry is actually like an "ecology". The relevant person in charge of Baidu Smart Cloud once stated in public that what Baidu Smart Cloud pursues is to realize the four values of "thrift, intelligence, open source and touch points" for users. According to public data, Baidu’s intelligent customer service products have more than 70 customers, covering finance, energy, operators, aviation, real estate, government, education, logistics, aviation, automobiles and other industries, and have also obtained multiple industry-level Innovation awards.
3. What is the "fishing" Baidu Smart Cloud "fishing" for?
It can be seen that Baidu Smart Cloud has also made great efforts in "conversational artificial intelligence". Of course, it is not only to win an industry-leading name. In the final analysis, Baidu Smart Cloud sees greater value behind the market.
1. "Enterprise Service Intelligence" Forms Value Fission
The problem of corporate services has plagued the market for many years, especially now that the demand is rising, but the "service model" has not kept up, further exacerbating the contradiction between the market’s demand for high-quality services and the limited ability of enterprises to achieve. .
For example, on the issue of customer selection, the service needs of "large customers" and "small customers" are obviously different, and among the same type of customers, there will be other differences due to individual differences. For this reason, companies need to prepare a large number of service standards and Content, invisibly multiplying corporate pressure.
And through intelligent voice dialogues, service robots and other forms, it is possible for companies to complete services with thousands of people.
There are also emergencies, which are also adding to the burden of corporate services. The "black swan" incident has harassed a large number of institutions and hospitals this year. Therefore, the demand for "intelligent corporate services" is already "imminent."
For example, Baidu Smart Cloud shines during the epidemic because it empowers social public services through its AI technology and provides smart outbound services free of charge. While buying more time for prevention and control, it also releases a lot of manpower to do more. Targeted epidemic prevention work. It provided valuable assistance to the overall epidemic prevention and control and subsequent resumption of work and production.
2. Substitution and value-added of customer service
Another trend in the field of customer service is that pure customer service is shifting to customer marketing. Previously, when customer reception was performed, the focus was on solving user problems. Customer service personnel would deal with any problems that customers have. Now, the focus of customer service staff in dealing with problems is to transition from visitor consultation to global service.
However, it is difficult for the traditional manual customer service to solve this problem. For example, he does not know the specific user preferences or user habits, so the traditional model can only passively "solve the problem."
The emergence of intelligent customer service perfectly fulfills this requirement. Companies can use visitor trajectories, visitor business cards and other functions to obtain users’ previous behavior records and habits. User portraits will run through the entire customer service path. It can complete the marketing process and improve the conversion and repurchase rate of consumer behavior.
In this way, the emergence of intelligent customer service not only reduces resource consumption, but also transforms from a cost center to a profit center.
Based on this, Baidu's intelligent customer service has achieved multi-dimensional implementation. For example, the banking industry's first digital employee "Xiaopu" created by Shanghai Pudong Development Bank is a successful example of intelligent customer service. The user opens the Pudong Development Bank APP and calls "Xiaopu Xiaopu" by voice to realize one-to-one personalized interaction with Xiaopu. As long as the individual investment objectives, investment period, investment amount and risk appetite are stated, Xiaopu can accurately recommend wealth management products, funds and asset allocation plans that match the user. Xiaopu can use facial expression recognition technology to perceive changes in user emotions in real time. He is also familiar with a lot of basic financial management knowledge and answers questions for users in real time. While reducing the labor cost of the bank, the digital person allows customers to have the same emotional interaction experience as a real person without leaving the house, as well as personalized financial services with "thousands of people".
For this product, some professionals praised it: Xiaopu's appearance not only changed the marketing efficiency of the company, but may even completely subvert the way the company communicates with its customers.
3. Satisfy the servicing demand of "desire hard to fill"
The greatest value of "conversational artificial intelligence" lies in satisfying the market's servicing needs that are "difficult to fill".
There is a joke on the Internet saying that a large game company has "no customer service", which has attracted countless "condemnations". In fact, it is not "no customer service". There is also voice customer service, but the ability to solve problems is close to no, and manual channel It is "overcrowded and unable to dial" throughout the year.
The importance of a capable "intelligent customer service" is self-evident. Through intelligent upgrades, it can help companies reshape and optimize the division of labor and provide users with consistent and continuous services at any time and place. "Hundred Thousand Hurry".
In short, from the perspective of the improvement of corporate value, or from the perspective of user service experience, the prospects in the field of "intelligent customer service" are very broad, so "intelligent enterprise service", "customer service marketing", and "undifferentiated service" have become both Demand is also a trend. Baidu Smart Cloud has seen these "big fish" a long time ago, so it will leave early, "prepare tools and lay a good nest" and wait for "an amazing catch".
Four, summary
In any case, the importance of "conversational artificial intelligence" is self-evident, especially under the wave of "smart economy", whether it is the B-end market or the C-end market, "conversational artificial intelligence" has been demonstrated With its unique advantages, the industry situation led by Baidu Smart Cloud is gradually taking shape, and the future "conversational artificial intelligence" will also show greater value space.
Dig the smart well, and add vx: zhinengxiaoyan
This content is the original [Intelligent Theory of Relativity],
It only represents personal views. Without authorization, no one may use it in any way, including reprinting, extracting, copying, or creating mirror images.
Some pictures are from the Internet, and the copyright ownership has not been verified. They are not for commercial use. If there is any infringement, please contact us.
Intelligent Relativity (WeChat ID: aixdlun):
• AI industry new media;
• Today’s Toutiao Qingyun Project winners TOP10;
• The paper's monthly top5 in the news technology list;
• Articles "occupies" the TOP10 list of popular articles in titanium media for a long time;
• Author of "One Hundred Thousand Whys of Artificial Intelligence"
• [Key areas of focus] Smart home appliances (including white appliances, black appliances, smart phones, drones and other AIoT devices), smart driving, AI+ medical care, robotics, Internet of Things, AI+ finance, AI+ education, AR/VR, cloud computing , Developers and the chips and algorithms behind them.