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Rong Zhi CTO Xu Zhiqiang: Redefining the Value of Communication Cloud with AI

2018-05-07 16:15:37 Author: CUT LAMPS Source:CTI ForumComment:0  Click:


Beijing Rong Lian Yi Tong Information Technology Co., Ltd. (referred to as Rong Lian), established in 2009, is China's largest provider of enterprise communications cloud services. With the cloud computing approach, Yonelink provides enterprise customers with communication platform services (PaaS), communications software services (SaaS), new communication solutions for the industry, and “AI+ communications” services, helping companies to increase sales efficiency and customer service experience, driving Chinese companies The communications industry realizes Internetization, cloud computing, capacity, integration and intelligence.
In the future, people’s lives will be more efficient and convenient due to the development of smart technologies. The era of communication 4.0 marked by "intelligence" has opened the curtain. The innovation of artificial intelligence technology will once again transform communication services and further empower the society, industry, and enterprises. Recently, Rong Zhiqiang, co-founder of Rong Lian, and CTO Xu Zhiqiang accepted an exclusive interview with the CTI Forum. During the interview, Xu Zongong's understanding of intelligent communications, what value AI will play in the field of enterprise communications, and how to truly realize communication intelligence Made an exhaustive interpretation.
Photo: Ronglian Co-Founder, CTO Xu Zhiqiang
Ronglian Co-founder and CTO Xu Zhiqiang has 17 years of technical R&D and 11 years of management experience. He is in charge of the design and development of cloud communication platform and the follow-up technology of Internet and communication. He successively took the positions of deputy general manager of Guangzhou Xintai Technology Development Center, and director of the technical director of Gaoyun Shengsi Park. Sun Yat-sen University MBA, Huazhong University of Science and Technology, Department of Automation.
  CTI Forum Reporter:Thanks to Xu for accepting an exclusive interview with the CTI Forum! Please tell us about your main responsibilities and the technical areas the team is focusing on.
  Xu Zhiqiang:I am mainly responsible for the design and development of the overall platform of Junglei, and the convergence and advancement of cutting-edge technologies such as Internet/AI.
The team's dedicated technical field: In addition to the related technologies of the overall communication cloud platform, we are currently working on natural language processing, knowledge mapping, and dialogue robots in the AI ​​field.
CTI Forum: In 2018, it is considered the first year of enterprise communication intelligence. Please introduce the understanding of YONLINK's intelligent communication and how to truly realize communication intelligence?
  Xu Zhiqiang:It is somewhat premature to say that 2018 is the first year, but it is true that many industry scenarios urgently need intelligent communication services to increase efficiency and reduce costs, because labor costs will become higher and higher, especially in large-scale manufacturing, logistics, and large-scale workplace calls. The center must carry out intelligent upgrades. We have also started the overall layout of AI+ communication services since the 16th year. We forecast that the scale of the smart communication industry will reach 150 billion RMB by 2020, and the number of companies covering more than 3 million+.
From 2013 to 2016, we said that companies such as Rong Lian and twilio solved the change from hardware to software to cloud services. The PaaS+SaaS service model changed the operating mode of corporate communications and effectively reduced the corporate threshold and costs. However, since 2017, it has entered a new era of AI-enabled communication. Communication is no longer just a tool. Communication has the ability to perceive, know and understand knowledge, and it has become a new type of network integrating connectivity, perception and computing.
The real realization of intelligence is, in other words, the ability to meet commercial standards, the market recognizes you, and someone pays for your services. Ronglian has commercial applications in many industries. I think that the landing of AI+ communication will not happen overnight. It requires a large amount of data, scenarios, and technology accumulation, communication is the basis, and AI is the brain. The two complement each other and enhance the quality of communication-related services while creating an integrated, platform-level intelligent solution. Program. In the past few years, we have been investing in research and development in voice recognition technology, audio and video processing, and natural voice processing. We have user scenarios, continuous technological changes, and continuous improvements in accuracy and commercial specifications.
CTI Forum: Focusing on AI artificial intelligence, please talk about what value AI will play in the field of enterprise communications.
  Xu Zhiqiang: You can list a few levels:
  1. Intelligent customer service, empowering customer service through AI, achieving low-cost, high-efficiency operations, speeding up response issues: 75%, improving customer service efficiency: 52%, and increasing business opportunity conversion rate: 43%.
  2. Intelligent voice interaction, including automatic outbound call, voice recognition, full-duplex real-time interaction, artificial seamless takeover, quality inspection service, etc.
  3. The intelligentization of corporate offices, office communications within the company and related services have become more convenient and more convenient through intelligentization and improved work efficiency.
CTI Forum: What are the challenges in smart communications technology that need to be overcome?
  Xu Zhiqiang:As I mentioned in my speech on April 25 at the Beijing Railway Station “Communication Cloud China Line”, AI+ communication still needs to solve many problems, from cognitive to practical application, and it is still in the weak artificial intelligence stage at this stage. For example, the machine does not have complete knowledge and can only complete specific tasks, use fixed algorithms to run fixed programs, perform operations according to configuration, and is not flexible enough. In the actual application stage, the requirements are related to the engineering process, which needs to be performed for the business process. Data collection, training, model optimization, etc.
CTI Forum: Which services do you prefer in smart communication services? Can you introduce a smart communication product that you most admire?
  Xu Zhiqiang:There are two perspectives that can be discussed: 1) The underlying technology of artificial intelligence will become the mainstream; 2) Posts based on communication capabilities such as telephone sales, customer service, and operators will gradually be replaced by artificial intelligence.
With the disappearance of the demographic dividend and the increasingly expensive traffic, the operating costs of the company will continue to remain high in the future. The company will optimize the overall business process, and we are more optimistic about the AI ​​reconstruction in the higher repetitive links. Such as customer service, such as basic telephone marketing. Therefore, smart customer service, smart outbound calls, and intelligent quality inspection are our main products or capabilities that are optimized. In the future, they will also be open to the open platform of Junglei.
CTI Forum: Let the communication have the ability of AI. How to deeply carry out the integration research of artificial intelligence and communication? How to apply the industry's best AI experience technology integration to products and services? Please introduce the overall layout of the company currently in the field of smart communications.
 Xu Zhiqiang:At present, Rongrong is already in the computer vision (face recognition, image recognition, OCR), speech (speech recognition, TTS, audio and video processing), natural language processing (semantic analysis, intention recognition, knowledge map, multi-round dialogue, etc.) He started research in the field and set up an artificial intelligence joint laboratory with Huazhong University of Science and Technology to jointly promote the integrated development of AI production, education and research.
CTI Forum: In July 2017, under the guidance of the Ministry of Industry and Information Technology, Ronglian initiated the establishment of the "Intelligent Voice Communication Industry Alliance." Where do you think the value and significance of this move is?
  Xu Zhiqiang:At present, most of the scenes of intelligent communications are still being continuously explored, related products and services are being improved, and the establishment of the intelligent voice communications industry alliance is actually a tripartite connection and discussion platform for governments, service providers, and users. To a certain extent, it can lead to the establishment of an “ecological system for discovering scenarios, investigating and gathering requirements, solving problems, reforming and innovating, and formulating policies”, which will greatly increase the efficiency of AI landing. This is also the original intention of Ronglian and the China Institute of Information and Communications to jointly launch the alliance.
Secondly, the intelligent voice communications industry alliance will actively promote industry self-regulation, promote fair competition in the market, cultivate a good market environment for production and management in the field, and share the technological achievements of the voice communications industry through the combination of open innovation and industry self-discipline. A new platform that will lead the transformation, upgrade and development of the intelligent voice communication industry will play a strategic role in informatization and intelligence, strengthen the internal cohesion of the industry, and ultimately promote industrial upgrading.
CTI Forum: Specific to the product level, related smart communications, what technologies and products of Jonuit are available? Please give some typical business use cases.
 Xu Zhiqiang: There are cases in various industries:
1 Manufacturing, Typical Customers → Haier
Typical scene: intelligent social, intelligent customer service
First, through the voice communication, real-time audio and video, conferences and other communication technologies, so that home appliances can "talk", giving home appliances a special identity, improve the user's stickiness. Based on intelligent voice recognition, the superposition of intelligent voice semantic analysis and voice interaction system and intelligent task and task processing system combine to enable intelligent home appliances to have digital life full scene application skills such as intelligent control, intelligent adjustment, and interconnection.
Second, connect the intelligent customer service system to Haier's after-sales service system, open up the after-sales chain of intelligent products from intelligent information retrieval and intelligent information push to intelligent quality inspection, and realize Haier's user-centric, fragmented intelligence. The integration of home appliances and equipment has become a strategic concept of a collaborative operation system.
2 Large-scale government enterprises, typical customers → National Grid
Typical scenario: Party building automation learning
The Guodian Party-building platform, through the integration of the CAF artificial intelligence engine, has created a variety of robots such as network university robot processing and party building assistants, which are used by party members to learn and ask questions on their own, and to increase the coverage and work efficiency of party building work at the basic level.
3Finance, Typical Customers → China Platform
Typical scenes: personalized function customization/content recommendation, intelligent social
Ping An’s mobile learning and employee training APP knows about its ability to integrate IM & Live & Conference, helping HR in-house training, corporate operations, and first-line business. It also recommends employees’ browsing and search habits and introduces smart recommendations. The algorithm automatically matches the individual learning needs of employees.
4 E-commerce, used car sales, banks
Typical scenario: smart outbound, precision marketing
The new intelligent voice service created for large-scale workplace call centers integrates voice recognition and speech synthesis capabilities, interacts with the user's natural voice throughout, and conducts direct business consultations to improve the overall service level of the call center.
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