Text/Jade Jiaolong
This article is about 3200 words, and it takes about 3 minutes to read the full text
Speaker: Zhang Lijun
Co-founder and CTO of Zhenzhi Technology
Chief Product Officer
1. Introduction to Zhenzhi Technology
On July 29, 2023, Zhang Lijun , co-founder and CTO of Zhenzhi Technology, as a guest speaker, released Zhenzhi Technology's new generation of AIGC products at the 2023 Hande New Generation Product System Conference. Zhenzhi Technology, focusing on providing IT digital services for enterprises , has launched a new intelligent upgrade product based on AIGC , which is carefully crafted by a professional R&D team, aiming to comprehensively promote the digitalization process of enterprise services.
Zhenzhi Technology is a SaaS subsidiary incubated and established by Shanghai Hande Information Company . The core product Yanqianyun mainly takes enterprise IT service management (ITSM) as the entry point, and gradually expands its business scope to customer service management (CSM) and enterprise Service Management (ESM). After the A round of financing in 2021 , the company acquired the pigtooth fish products, further expanding its business line: R&D and project management, and successfully completed the A+ round of financing in 2023, aiming to help enterprises digitize and accelerate the process of enterprise digitization.
2. Four major business areas of Yanqianyun products
Zhenzhi Technology's Yanqianyun SaaS product focuses on solutions in the following four business areas:
IT service management : Solutions in this field mainly cover the construction , delivery, implementation and operation and maintenance support of enterprise IT services . Under the current background of domestic substitution, a large number of enterprises choose independent research and development. Our products can help enterprises efficiently manage IT services and improve the efficiency of IT construction and operation.
Employee service management : Our solutions apply the best practices in IT service scenarios, including processes, norms, management, etc., to functional departments to help corporate functional departments better provide digital services and provide better quality services to internal employees . services.
Customer service management : The customer service management solutions of our products help enterprises improve the service quality for external customers. Open up end-to-end customer service for enterprises before, during and after sales to improve customer satisfaction and loyalty.
Low-code service : Data-driven low-code service is another important business area of Yanqianyun. Help enterprises quickly develop applications and respond to changes in business requirements, while greatly reducing the complexity and time cost of development.
3. Three major product highlights of Yanqianyun products
Yanqianyun's product capabilities are reflected in three aspects: First, product integration and embedding capabilities , through the perfect integration with mainstream IM collaboration tools and business suites, provide users with the ultimate experience, greatly improving problem handling efficiency and user experience . Secondly, Yanqianyun products use advanced natural language processing and machine learning technologies to provide full-process intelligent services , which greatly reduces service operating costs and significantly improves human efficiency. Finally, the link ecological capability of Yanqianyun products , through the construction of a complete SaaS platform for upstream and downstream service management sharing and upgrading, realizes service collaboration inside and outside the enterprise, and improves the operational efficiency and service quality of the enterprise.
01 Integration and embedding capabilities: solve the problem of convenient bill of lading for users in the enterprise.
Yanqianyun products integrate and embed mainstream IM collaboration tools and business suites , providing users with the ultimate user experience, and by providing diversified information feedback methods to meet the needs of users in different scenarios, this not only improves the efficiency of problem handling It also allows users to ask questions and give feedback more conveniently, greatly improving user experience and work efficiency .
02 Intelligent service capability: solve the problems of reducing service operating costs and improving human efficiency within the enterprise.
Yanqianyun products are based on natural language processing and machine learning technologies to create intelligent service capabilities throughout the service process. By understanding users' natural language , they analyze and cluster repeated problems and automatically recommend solutions. This series of intelligent service capabilities not only improves the efficiency of services, but also greatly reduces the cost of services.
03 Link ecological capability: Solve the problem of external upstream and downstream links of enterprises.
Yanqianyun products have built a complete set of upstream and downstream service management systems of the SaaS platform, opened up internal and external service collaboration, and realized cross-enterprise communication and collaboration. Such a design not only breaks the silos of services, but also realizes unified service management across enterprises , which helps to improve the operational efficiency and service quality of enterprises.
4. AIGC Intelligent Service Scenario
Based on AIGC technology, Yanqianyun products have upgraded the original intelligent service capabilities, mainly focusing on three types of business scenarios.
01 Digital Assistant
Knowledge interactive question and answer : After the user uploads the document, the intelligent service can understand its content. Users can then ask questions about anything in the document, and the digital assistant will automatically extract knowledge from the document for interactive answers.
IM dialogue : In the enterprise micro group chat and enterprise micro application, the intelligent assistant acts as a chat robot and a digital service assistant for employees, which can provide real-time interaction and help employees improve work efficiency.
Integrate search engine : In the enterprise micro group chat and enterprise micro application, the intelligent service integrates the function of the search engine. As a chat robot, it can obtain the latest information on the Internet. In this way, smart services become digital assistants for employees and can help them improve work efficiency.
02 Smart Work Order
Smart bill of lading : After the user describes the problem encountered in a paragraph, the smart service can automatically identify the service item in the service catalog, and complete the automatic bill of lading based on the information of the service item.
Bill of lading intelligent recommendation : After the user briefly describes the problem, the intelligent service can recommend solutions to similar problems based on the problem description. Users can directly get solutions to problems without further bills of lading and realize self-service.
Automatic bill of lading completion : Smart services can automatically extract relevant information based on session information or contextual information described by users, thereby completing the automatic completion of bill information and making the problem description of the work order easier for IT engineers to understand.
Intelligent service quality inspection : intelligent service can be based on the quality inspection scoring standards and processes, aiming at the information integrity of service work orders, the status of service work orders, call service quality, online customer service interaction records, service quality (such as response time, problem solving efficiency) , customer satisfaction, etc.) for intelligent quality inspection.
03 Knowledge Precipitation & Application
Automatically generate solutions : The intelligent service summarizes and generates solutions based on the description of the service ticket and the historical information communicated with users. This will help service support personnel to efficiently summarize solutions and improve work efficiency.
Document-to-Q&A : Intelligent service automatically analyzes and extracts according to the description field and solution field of the service order to form a question-and-answer. This will help build the question-and-answer library and enhance the automation of the service.
Knowledge response : Intelligent services can acquire and summarize the company's knowledge in various forms and fields, and directly generate knowledge responses. This will increase the efficiency and accuracy of problem solving.
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5. AIGC customer case
Case 1: Solving personnel and financial consulting for a large consulting service provider
Case background : The company in this case is a consulting service company with a large number of employees . Their main pain point is that due to the large number of employees, the HR department and finance department often need to deal with a large number of personnel and financial related inquiries, such as reimbursement policies, etc. This leads to spending most of their time answering repetitive questions that can often be found in the company's bylaws.
Yanqianyun solution : We have introduced Yanqianyun's intelligent assistant, knowledge base and question-and-answer library functions for enterprises . The intelligent assistant can automatically improve the FAQ question-and-answer database and supplement the corpus so that it can directly answer employees' queries.
Product application effect : By using Yanqianyun's intelligent service solutions , the company's HR department and financial department can spend more time on more important tasks instead of answering repetitive questions . Employees get answers to their queries faster, which not only improves service department productivity, but also increases employee satisfaction.
Case 2: Provide optimized user experience and knowledge accumulation for infrastructure solution service providers
Case background : The company in this case is a domestic infrastructure solution provider. Their pain point is that although detailed user manuals have been written for multiple application systems, employees still encounter difficulties when using these application systems and do not know how to operate them. In addition, they have not yet formed a complete closed loop of knowledge, that is to say, they do not have the process and mechanism to precipitate and accumulate knowledge from the process of raising a problem to solving it .
Yanqianyun solution : We have introduced Yanqianyun's intelligent assistant and knowledge base functions for enterprises . On the first pain point, the intelligent assistant can directly answer employees' questions about how to use the application system, and guide employees to operate step by step according to the steps in the operation manual. On the second pain point, we introduced the ITSM process to help enterprises carry out knowledge accumulation in the process of raising, solving and handling daily problems, and gradually form a closed loop of service knowledge accumulation .
Product application effect : After the introduction of intelligent assistants and knowledge bases, employees can use the application system more easily, and work efficiency has been improved. Through the ITSM process, the company has successfully formed a closed loop of service knowledge precipitation , which enables knowledge to be precipitated and accumulated, and provides more complete knowledge information for future problem solving .
Case 3: Helping an auto parts supplier solve multilingual and knowledge quizzes
Case background : The company in this case is an auto parts supplier whose business covers domestic and foreign markets. Their main pain point is that since the product instruction manual and operating instructions are bilingual in Chinese and English, the service team has encountered some difficulties in supporting customers, especially for those support staff who are not very familiar with English. In addition, they need to extract and use knowledge information from various manuals .
Yanqianyun's solution : We have introduced Yanqianyun's intelligent assistant and large language model AIGC functions for enterprises . On the first pain point, the intelligent assistant can receive questions from domestic customers in Chinese , find the corresponding answers in English documents, and finally give feedback to customers in Chinese . This solves the multilingual issue and enables agents to better serve customers. On the second pain point, we use the knowledge computing function to help users read and understand the information in the manual.
Product application effect : After the introduction of intelligent assistant and large language model AIGC, the service team of the enterprise can support customers more effectively and improve customer satisfaction. At the same time, through the knowledge computing function, enterprise customer service personnel can obtain knowledge information from various manuals more efficiently , improving work efficiency.
