Author: Zen and the Art of Computer Programming
In the Internet age, there are more and more smart assistants and virtual characters. Users' demand for new applications such as artificial intelligence products, AI voice assistants, and instant messaging tools is gradually increasing. Human-computer interaction services such as online customer service, FAQ question-answering robots, automatic evaluation systems, and sales system analysis have also become hot spots in the market.
Judging from some existing research and practice, artificial intelligence can do the following:
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Provide users with more convenient service methods: based on dialogue chat function, email, SMS and voice communication, provide users with indiscriminate services, regardless of language, and solve the problems of low efficiency and inconvenient communication of traditional customer service.
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Improve user satisfaction: By analyzing user feedback on different services or products, customer service personnel can give user feedback in a timely manner, improve product quality, enhance user experience, and reduce customer churn.
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Data-driven optimization: By collecting massive amounts of data and analysis, customer service personnel formulate personalized operating procedures based on users' usage habits, preferences, and preferences for each product or service to improve work efficiency and satisfaction.
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Increase business income and competitiveness: By cooperating with other companies, combining artificial intelligence with existing business systems, expanding one's own influence, and gaining more business benefits and dominant positions.
But at the same time, artificial intelligence is also facing various problems brought about by artificial intelligence, including the abuse of intelligent assistants, delays in intelligent customer service, defects in automatic responses to questions, and the proliferation of spam messages. Therefore, how to design a safe, effective, reliable and accurate intelligent customer service system has become an important issue in the industry.
2. Explanation of Basic Concepts and Terminology
Before discussing the specific implementation, it is first necessary to introduce relevant terms and concepts, which will be helpful for subsequent explanations.
What is an intelligent customer service system?
The intelligent customer service system is an automatic dialogue system controlled by a computer program, which can actively communicate with users, answer users' questions or query information. It can assist users in completing specific tasks in various ways