Person interviewed in this issue: Zhang Lijun
Co-founder and CTO of Zhenzhi Technology
Chief Product Officer
At the end of 2022, a natural language tool driven by artificial intelligence technology was born. Once launched, ChatGPT quickly became popular all over the world. Almost all walks of life are exploring the application of ChatGPT in specific business scenarios, hoping to use ChatGPT to do business innovation and try. In this wave of technology, Zhenzhi Technology also upholds the spirit of innovation and pioneering as always, constantly tries and breaks through ChatGPT's business attempts in subdivided fields, and seeks more business scenarios to help enterprises reduce operating costs and improve service efficiency.
This article invited Mr. Zhang Lijun, the co-founder of Zhenzhi Technology, to talk about some applications of Yanqianyun products in ChatGPT. As a pioneer of Hande information technology, Mr. Zhang Lijun has more than 20 years of IT service experience and has experience in successful product development, including HAP, Choerodon, Yunwei (ITSM), HiSMS (Hande OP version ITSM), BuildRun low-code platform, etc. At the same time, he has many years of experience in large-scale system architecture design, implementation and promotion, and the fields involved include Oracle ERP implementation consulting, ITSM, DevOps, low code, agile organization transformation, digital service transformation and transformation. The following is the specific interview process sharing:
Q1
Yu Jiaolong : Mr. Zhang, hello, ChatGPT is very popular recently. I am very glad to have such an opportunity to chat with you about some applications of Yanqianyun products in ChatGPT. Can you briefly introduce Zhenzhi Technology Company to us? ?
Zhang Lijun : Zhenzhi Technology is a digital service company incubated by Hande Information 2015-2021 and invested by Matrix Partners China, Blue Lake Capital, Baidu Ventures, and Xingong Capital 2022.
We provide two products, Yanqianyun and Pigtooth Fish, to provide an integrated service platform for the entire life cycle from planning, design, construction, to operation and maintenance for enterprise digitalization, to serve middle and back-office departments such as IT for large and medium-sized enterprises, and to serve digital China. Provide methodologies and tools for enterprise digital construction and operation.
In-depth "IT digitization" and efficiency improvement of 20%, through good management of IT operation and maintenance, management of IT projects, management of IT development, and management of IT assets, the company's business operations will be smoother and more efficient.
In terms of breadth, we will do "digitalization of Service" and improve efficiency by 20%. Through the integrated work order system, self-service, knowledge base, and intelligent answers, we will standardize processes and accumulate knowledge for shared services such as IT, personnel, finance, and customer service. And Know How, train personnel, make the company's business more efficient, customer and employee experience better, currently there are 100+ China's top 500, 250+ private 500 are known customers.
Q2
Yu Jiaolong: Continuing what you talked about, can you introduce Yanqianyun again?
Zhang Lijun : Yanqianyun is positioned as AITSM, changing the service mode from traditional IT services through intelligent means, taking IT service management as an entry point, extending the best practice of IT services to various functional departments of the enterprise, and providing services for various functional areas of the enterprise Such as IT, HR, finance, administration, etc. provide management practices and platforms for employee services, and build enterprise digital service centers for enterprises by integrating intelligence and automation into all aspects of services, helping enterprise service teams quickly solve problems and optimize services Process, improve service efficiency and service quality, fully meet the business operation needs of enterprises, and enable enterprises to gain insight into user needs, continue iterative innovation, and build core competitiveness in the digital age.
Yanqianyun's Slogn is: easy to inquire, quick to answer, and intelligently serve employees and customers of enterprises. On the one hand, it hopes to provide convenient inquiry channels for end users, and at the same time help users to help themselves by reusing the accumulated knowledge of digital humans. On the one hand, it hopes to help service personnel improve service efficiency through intelligent service methods , and Yanqianyun will integrate intelligent capabilities into every link of the company's daily services .
Graphic: Yanqianyun uses AITSM as an entry point to help enterprises build digital service centers
Q3
Yu Jiaolong: As the positioning of AITSM, how is Yanqianyun's products applied in terms of intelligence? How is the application of ChatGPT, which has become popular all over the Internet recently?
Zhang Lijun : Yanqianyun's intelligent capability is the in-depth application of products, which is carried out from two aspects: intelligence and automation. The intelligent part includes: intelligent recommendation, search, repeated problem analysis, intelligent assistant, knowledge accumulation and application, IM robot and other applications; the automation part includes: automatic task execution (query, execution of service items, inspection), daily work reminder, automatic dispatch Bill of lading, IM integration, convenient bill of lading, embedded tripartite and other applications.
At the same time, we are currently applying the ChatGPT capability to the entire service closed loop. For example, in the knowledge accumulation link, we use the ChatGPT capability to understand the reply content of the service ticket to form a solution after AI understands it, or automatically convert it into a piece of knowledge after AI understands the service ticket, etc. .
Graphic: Intelligent capabilities run through the closed loop of service management
Q4
Yu Jiaolong: Then you talked about the application of ChatGPT capabilities in the entire service closed loop. Can you introduce the application of ChatGPT’s intelligent service capabilities in the service life cycle?
Zhang Lijun : Yanqianyun's intelligence and automation are embodied in the form of digital employees. Combining various scenarios of IT services and enterprise services, we continue to give digital employees more intelligence and automation capabilities. Digital employees use ports Provide various forms of services, such as chatting, pushing information, giving the best answers, etc., and provide intelligent and automated service capabilities through digital employees in all links of the entire service life cycle. The ChatGPT capability is applied as the basic support capability of digital employee services, and it helps us improve "service intelligence" and service experience in certain scenarios.
By integrating the capabilities of GPT, search engines, Yanqianyun knowledge base and question-and-answer database, we use GPT's ability to extract and summarize, generate content, and multilingual translation to empower digital employees, so that digital employees can serve employees and customers at various ports. Provide intelligent services.
Graphic: Yanqianyun GPT capability architecture
Q5
Yu Jiaolong: Thank you Mr. Zhang for sharing so much with us. Can you introduce the application of ChatGPT in several specific landing scenarios? In fact, we are quite looking forward to some practical applications of ChatGPT in IT service scenarios.
Zhang Lijun : At present, we apply ChatGPT capabilities in several landing scenarios, respectively in the self-service link. Yanqianyun robot can be embedded in the enterprise WeChat and call ChatGPT capabilities, and at the same time combine Yanqianyun knowledge base + ChatGPT capabilities + search engine capabilities through Multi-round dialogue service end users; in the service processing link, chatGPT can automatically convert the reply information of the work order into a solution after being understood. To upgrade the service processing of work order content, here are a few examples for you:
scene 1
Service link : service self-service link
GPT capability : docking IM
Scenario : The robot invokes the ChatGPT capability to embed in the enterprise WeChat, and obtain information through dialogue
Scenario description : Various problem classification tasks, information extraction tasks, and customer service manual bill of lading tasks will be easily replaced by AI. One is that the robot is embedded in the enterprise WeChat group chat, and the other is that the Yanqianyun robot can be used as an enterprise WeChat application (ie: employee No. 101) to provide a variety of IT and other services for employees and customers.
Illustration: Two forms of Yanqianyun robot docking docking enterprise WeChat
scene 2
Service links : self-service
GPT capability : GPT capability + search engine + Yanqianyun knowledge base/question and answer base
Scenario : AI robot, combined with search engine to complete multiple rounds of dialogue
Scenario description : Behind the Yanqianyun robot, GPT capability + search engine + Yanqianyun knowledge base/question and answer library combination capabilities provide end users with multiple rounds of dialogue services. Search engines can capture a large amount of knowledge on the Internet.
Illustration: Yan Qianyun combined GPT capabilities and search to complete multiple rounds of dialogue
scene 3
Service links : self-service
GPT ability : extraction and summary ability
Scenario : Combining Knowledge Base to Realize Intelligent Q&A
Scenario description : Yanqianyun robot can automatically extract and summarize the knowledge in Yanqianyun knowledge base according to the user's question, and form a reply to the user. The figure below is an actual scene of extracting the brief introduction of Yanqianyun's scheduled task function.
Illustration: Yanqianyun combines ChatGPT capabilities to automatically summarize the knowledge in the knowledge base and give feedback to users
scene 4
Service links : self-service
GPT ability : extraction and summary ability
Scenario : message bill of lading
Scenario description : The user has a conversation with the smart assistant, and if the desired response is not received, a service ticket can be created based on the chat process information
Illustration: Yanqianyun intelligent assistant uses ChatGPT ability to summarize chat content and automatically generate receipts
scene 5
Service link : service processing and upgrading
GPT capability : Extract summary information of conversations
Scenario : Online customer service, call center summarizes the content according to the chat conversation and then one-click bill of lading
Scenario description : Through the dialogue between the user and the service customer in the online customer service, ChatGPT automatically extracts the chat content, automatically summarizes it into a problem description, and helps the customer service staff to provide services to the service support staff with one-click bill of lading.
Illustration: Yanqianyun’s online customer service uses ChatGPT’s ability to summarize chat content and automatically generate receipts
scene 6
Service link : service processing and knowledge precipitation link
GPT ability : extraction and summary ability
Scenario : Automatic reply generation solution
Scenario description : ChatGPT automatically generates a solution after understanding the reply content of the document exchange, and forms a solution.
Illustration: Yanqianyun work order uses ChatGPT ability to summarize and automatically generate solutions for reply content
Q6
Yu Jiaolong: You have introduced us a lot of ChatGPT applications, can you ask why you made Yanqianyun this product?
Zhang Lijun : Our original intention of making this product is based on Hande’s 20-year accumulation of business knowledge and management concepts in the field of IT services, which has been accumulated as a management tool to help enterprises improve IT service management efficiency and reduce operating costs. With the digital transformation of the entire enterprise, we found that Not only the IT department, but also various functional departments of the enterprise have different management demands. The enterprise has shifted its focus from the transaction-centric ERP and ERP peripheral construction to how to provide better services to employees and customers. Therefore, We also hope to expand IT best practices to various functional departments of the enterprise through Yanqianyun, take the form of service work orders as the carrier, task-oriented, quantify service efficiency through SLA, reduce service costs through intelligent capabilities, and improve service efficiency.
Graphic: Enterprises shift from focusing on "transactions" to focusing on "services"
Q7
Yu Jiaolong: So what type of customers is Yan Qianyun suitable for?
Zhang Lijun : Yanqianyun products are suitable for four types of customer groups, namely primary, intelligent automation, digital service, and customer service.
Junior customers : At present, due to the different level of management of IT service management, some companies hope to manage IT service processes through IT tools to quantify services, while others have some IT service management capabilities and seek more refined management. For such users, Yanqianyun provides functions such as convenient bill of lading, scanning bill of lading, embedded bill of lading, and multi-terminal support.
Intelligent and automated customers : There is a relatively complete set of IT management systems, norms, and tools. ITSM management and intelligence have been explored and applied to a certain extent. However, due to the existence of multi-touch systems, the experience of business personnel is fragmented. Customers hope to help enterprises reduce IT service costs through knowledge accumulation and reuse and intelligent means, and to improve end-user experience and service processing efficiency through automatic opening of various ports. For this type of customers, Yanqianyun provides work order analysis and insight, automatic clustering of repeated questions, work order/knowledge/smart assistant integration, knowledge accumulation, external integration links (OA, IM) and other functions.
Digital service-oriented customers : ITSM has reached a certain maturity, and can be extended to other business departments through best practices to help functional departments carry out digital transformation. It is hoped that ITSM service capabilities will be extended to other functional departments to help the entire company carry out digital transformation , Yanqianyun provides a complete set of solutions for functional departments and ESM enterprise service solutions for this type of customers.
Customer service type : Some customer service teams or customer success teams hope to serve users through intelligent means, such as intelligent assistants, online customer service, call centers, etc., hope to serve customers through digital means. For example, some clothing companies, Saas product companies, etc.
Graphic: Yanqianyun is suitable for the type of customers
Yu Jiaolong: After talking so much, what do you think are the advantages of Yanqianyun products among similar products? Can you give us a brief introduction?
Zhang Lijun : In fact, our product positioning is AITSM, this A, intelligence is our biggest advantage, we inject the ability of intelligence into the working links of IT services and corporate functional department services.
The main difference between AITSM and traditional ITSM is that AITSM has changed the passive services of traditional ITSM through the application of new technologies, and can more efficiently, proactively and automatically complete the tasks, operations and service requests of IT services, and bring the following values:
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Simplify the service process: AITSM allows employees to self-service and obtain self-service solutions through intelligent search, intelligent recommendation, and automated service requests, thereby simplifying the entire service process and reducing the number of service orders.
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Simplify communication with users: AITSM obtains service support through interactive understanding and communication by providing interactive tools such as intelligent customer service/intelligent assistant, and at the same time improves the efficiency and timeliness of communication through timely message push, thereby It realizes flat communication and simplifies the user communication link in the whole service process.
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Service "left shift": AITSM provides timely support for the "left measurement" that users need to get services in an automated, intelligent, and socialized way, freeing up employees' working time and workload, allowing employees to focus on more valuable businesses At work, create the ultimate service experience for employees.
Illustration: Intelligent capabilities are injected into the service closed loop of IT services and corporate functional department services
Q8
In addition, Yan Qianyun has three major advantages and four major values.
Yanqianyun's three major advantages are link advantage, precipitation advantage, and internationalization advantage.
01
link advantage
● Embed SAP/Oracle and other large-scale convenient bills of lading
● Connect to external systems such as OA
● Link IM (Feishu, Enterprise WeChat, DingTalk, etc.) port for instant messaging
02
Precipitation advantage
Seamless integration and linking capabilities of online customer service/call center/knowledge/intelligent assistant and ITSM.
03
International advantage
Multilingual advantage
automatic translation
overseas acceleration
Yanqianyun provides four major values for customers: transformation of service organization, upgrading of service capabilities, asset accumulation in the service process, and improvement of employee experience and customer satisfaction.
01
Facilitate the transformation of IT department service organization
Transform from cost center to value center
Quantify service value and cost
Team Performance Review
Collaborate across teams
02
Accelerate the upgrading of enterprise service capabilities
Digital workforce saves costs
Improve operational efficiency
Annual IT investment returns
Guarantee system stability
03
Precipitate enterprise service process assets
Transform personal knowledge into corporate knowledge
Solve the problem of enterprise knowledge gap
Precipitation, transfer, reuse and promotion of knowledge
04
Improve employee experience and customer satisfaction
Business Unit Satisfaction and Requirement Realization
Solve end-user end-to-end service experience problems
Zhenzhi Technology (ZKNOW) was hatched by the well-known enterprise digital service provider "Hand Information" in the industry. Inheriting Hande Information's more than 20 years of digital consulting and implementation experience, familiar with the business model, management process, and IT construction of various industries, and depositing Know-How into two products - Yanqianyun and Zhutooth Fish, to help enterprises build "questionable solutions" An intelligent IT operation and maintenance management system, an employee consultation and question-and-answer center, a customer service and complaint platform, and an efficient management tool of "visible progress and smooth collaboration" for digital R&D and projects of enterprises.