On July 8, Shanghai, Ronglian Cloud held the "Generative Marketing Service and Large Model" forum with the theme of "Evolution of Digital Intelligence and Leapfrogging" at the 2023 World Artificial Intelligence Conference.
At the forum site, Ronglianyun officially released the multi-level large language model "Chitu Large Model" for enterprise applications, and released Ronglianyun's "generative intelligent marketing service integrated workspace - Doraemon" and "generative "Integrated intelligent customer service platform" aims to promote the digital transformation of enterprise marketing and service.
Ronglian Cloud released the "Chitu Large Model" to empower communication intelligence 2.0
At the forum, Liu Jie, Dean of Ronglianyun AI Research Institute, delivered a keynote speech on the professionalism and commercialization of large-scale AI capabilities, and announced the "Chitu Large Model" of Ronglianyun. It is understood that the Chitu large model is a multi-level large language model for vertical industries of Ronglian Cloud for enterprise applications. By reconstructing the value of intelligent customer service and digital intelligent marketing, it empowers the communication intelligence 2.0 era. Based on the "Chitu Big Model", enterprises can build their own intelligent customer service and digital marketing, and complete the evolution from "cost reduction and efficiency increase" to "value creation".
Liu Jie introduced that communication intelligence has entered the 2.0 era. With the support of the Chitu model, intelligent communication 2.0 will greatly improve in four aspects: AI basic capabilities, conversation analysis insights, dialogue capabilities, and human-machine collaboration. In terms of AI basic capabilities, the capabilities such as contextual intent, emotion recognition, entity recognition, information extraction, and similar question generation that intelligent customer service relies on can be replaced or supplemented by AI large models; in terms of conversation analysis insights, AI large models can record communication Carry out quality inspection marks, actively analyze the work behavior of agents, automatically generate the best practice SOP, and greatly tap the potential value of a large amount of conversation information in the call center; in terms of dialogue capabilities, based on the rich parameters and powerful content generation capabilities of the Chitu model, it can Support intelligent customer service to achieve more personalized question and answer responses; in terms of human-machine collaboration, enterprises can use large models to do the engineering design of AI assistants, and assist the accompanying agents to complete business better and more efficiently from different links before, during, and after the agent's call.
It is understood that the Chitu large model focuses on communication, analysis, knowledge, and execution of the "four major capabilities" to escort intelligent customer service and marketing scenarios. Relying on the Chitu large model, enterprise customer service can realize multi-dimensional, fine-grained dialogue analysis and understanding and content production, and gain insight into user needs through opinion mining, sentiment analysis, and position detection. At the same time, the Chitu large model is also aimed at people in various scenarios Machine-to-computer interaction application, automatically generate business speech and process plan, question and answer knowledge base, improve AI operation efficiency, customer service efficiency and sales conversion. Secondly, a rich internal knowledge reserve and flexible application of external knowledge can solve the problems of large models in terms of authenticity, immediacy, logic, and controllability.
Based on the technical understanding and accumulation of Ronglian Cloud AI in structured data analysis and question answering, the Chitu large model has achieved good interactive numerical understanding and analysis capabilities, providing more natural and intelligent interactive services for marketing data analysis and other scenarios. Further empower the marketing business of enterprises. At the execution level, the dialogue robot based on the Chitu large model can achieve clearer, more automated and more transferable task-based dialogue management capabilities, more flexible multi-intent responses and jumps, and execute as needed during the interaction process Business recommendation, inquiry, processing and other operations.
In addition, according to Liu Jie, in terms of industry services, the Chitu Large Model will provide more practical technical solutions for the application of large models. For different fields and scene services, the "Chitu Large Model" can realize the upgrade of single-point capabilities, the addition of single-point capabilities, and the innovation of process logic.
Ronglian Cloud releases a generative intelligent marketing service integrated workspace "Doraemon"
Facing the complex and diversified needs of enterprise customer service, Ronglian Cloud Chitu Big Model is building a generative intelligent "pan-service" application. Xiong Xie, COO of Ronglian Cloud, just released the integrated workspace of generative intelligent marketing service "Doraemon", which provides business users with a wealth of generative intelligent scene applications, which can be launched immediately at one "place", helping enterprises to serve digitally and intelligently. According to reports, the generative intelligent applications provided by Ronglianyun's "Doraemon" platform are the first to land in four major application scenarios, including customer contact, business collaboration, AI assistance, and intelligent insight.
In terms of customer contact, different from traditional purely manual methods and NLP robots to solve some service scenarios, large-scale robots can solve most service scenarios, while further reducing robot maintenance costs and the number of customer service personnel, and improving user experience by 60%; in terms of business collaboration, The Chitu large model provides more intelligent and efficient flexible integration, generative strategy recommendation, intelligent form filling, intelligent allocation, intelligent label extraction and other capabilities to further reduce AI operating costs, reduce customer service time and the number of customer complaints, and improve agent efficiency; In terms of AI assistance, the AI assistance empowered by generative intelligent applications is no longer an additional tool for CC, but truly and efficiently helps enterprises solve management problems and improve sales performance; in terms of intelligent insights, based on Zhuge Smart, "Doraemon "The platform can provide users with various analysis models and industry index system inquiries, as well as practice and experience analysis to help enterprises quickly grow into analysis experts. For analysis results such as data reports and indicators, user labels and portraits, users can pass Voice, text and other ways to conduct questions and answers, and get quick feedback, and can also customize reports through voice and other drivers.
China's smart customer service market is booming. Ronglian Cloud released a generative integrated smart customer service platform.
At the forum site, Sullivan, a global growth consulting agency, released the "2023 China Smart Customer Service Market Report", which provides an in-depth insight into China's smart customer service industry and market conditions. Sullivan and Yuan Xucong, chief analyst of the Toubao Research Institute, introduced that the market size of China's smart customer service will reach 6.68 billion yuan in 2022, and it is expected that the market size will grow to 18.13 billion yuan by 2027. According to the report, the competition in China's smart customer service market will become more intense. Judging from the two evaluation dimensions of innovation index and growth index, Ronglian Qimo ranks in the leader quadrant of China's smart customer service market.
At the meeting, Ronglianyun launched a "generative integrated intelligent customer service platform" for customer contact service scenarios, fully empowering customer service & marketing scenario applications. Wang Chunsheng, General Manager of Ronglian Cloud Digital Intelligent Cloud Business Group Operations, introduced that the current intelligent customer service has entered the AI2.0 era from the AI1.0 era. Based on the Chitu model, Ronglian Cloud's generative integrated intelligent customer service platform can improve the efficiency of knowledge production 70%, 80% reduction in dialogue construction costs, 100% improvement in customer service efficiency, and providing customer service personnel with capabilities such as intelligent question and answer/extraction of documents, automatic generation of user corpus/business speech skills/process proposals, and automatic extraction of excellent sales speech skills , to help customer service staff efficiently promote business services.
The application of generative AI and large models has gradually landed in many fields. Jia Hao, vice chairman and secretary-general of Zhongguancun Digital Intelligence and Artificial Intelligence Industry Alliance, said in his speech at the forum that the transformation of digital intelligence has provided us with a large number of data resources, and these data are an important cornerstone for cultivating large models and promoting generative marketing and services . In the education industry, Zhao Huixuan, Director of the Education Business Center of Shanghai Telecom’s Public Service Key Account Department, introduced that China Telecom has joined hands with Ronglian Cloud to explore digital education in Shanghai, providing a high-quality basic environment, stable platform services and innovative educational applications. Matching and innovating technology and education demand scenarios to form normalized, sustainable and better operational services for Shanghai's education industry. Edgar Perez, a member of the GLG council and former vice president of Citigroup, said at the forum that AIGC will deeply penetrate every aspect of the service and can provide customers with more valuable resources and personalized experience, which will be the future trend of marketing and service .