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General Manager Zhang Zhishan of Zhongmai Communication: Using AI New Technology to Enable Call Center

2018-05-14 09:37:38 Author: CUT LAMPS Source:CTI ForumComment:0  Click:


Beijing Zhongmai Communication Technology Co., Ltd. (hereinafter referred to as CM Communication), established in 2017, has a registered capital of 10 million yuan, which is a wholly-owned subsidiary of Suncom Group, the first share of New Third Board Cloud Communications. The company was established in 2008. In 2015, it was listed on the New Third Board and entered the innovation level. The stock code is 832646. The three rounds of fixed increase have been completed. They have obtained: China Unicom Venture Capital, Star Capital, Huagai Capital, Dingfeng Capital, and China CITIC Investment. , Galaxy Securities, Industrial and Commercial Bank of China, 51 Credit Cards, Pigs, and other institutions invest. Maxcom Communications provides call center-related full-industry-chain solutions. The main business direction is: multimedia call center (marketing, customer service, hybrid), security hidden number, intelligent voice (intelligent robots, intelligent voice navigation, intelligent voice quality inspection), big data, and agent outsourcing.
Zhang Maishan, general manager of Zhongmai Communication
Zhang Zhishan, general manager of Zhongmai Communication, has been working in the call center industry market since 2005, and has experienced the development and reform of the domestic call center industry. In the financial field, customers have worked hard for more than five years, and they have more experience in the needs of call center users in the financial industry. With the rise of new technologies in the context of the Internet, especially in the areas of cloud computing, artificial intelligence, and big data analysis, Provide forward-thinking solutions for financial and insurance users.
With the rapid development of science and technology, technological applications such as artificial intelligence, cloud computing, big data, and internet of things are continuously promoting and optimizing the construction of enterprise information. The key words in the communications industry have also shifted from “connected” to “intelligent”. Smart communication can realize intelligent, dexterous, agile and friendly interactive communication among people, people and machines, machines and machines in the process of communication, and seamlessly integrate communication applications and operations through an open platform. Ability to connect employees, users, and business processes to the right people at the right time, through appropriate communications media, to enable them to interact with each other so that users get more user-friendly and personalized services that make smart communications important .
Recently, Zhang Zhishan, general manager of Zhongmai Communication, received an exclusive interview with the CTI Forum. During the interview, Zhang Zong on how to view the integration of artificial intelligence technology and call center, what value AI will play in the field of call centers, and public communication AI The overall layout of the integration with call center services was explained in detail.
CTI forum reporter: Gartner predicts that 85% of customer service in 2020 will be completed by artificial intelligence. The emergence of social media analysis, CRM software, and personalized chat robot will greatly reduce the demand for artificial customer service. Zhang always works in the call center industry market. How do you think about the integration of artificial intelligence technology and call center?
  Zhang Zhishan:I personally believe that the integration of artificial intelligence technology and call center is an inevitable outcome of the development of computer technology and Internet technology. With the rapid development of mobile Internet technology, we use new technologies such as big data, cloud computing, machine learning, and natural language understanding. The overall service plan must have the ability to continue to innovate. We must adopt new technologies to empower our customers.
CTI Forum Reporter: Regarding AI artificial intelligence, please talk about what value AI will play in the field of call centers.
Zhang Zhishan: AI technology will have an important influence in the field of call centers. The form of specific performance should be understood in the following aspects: First, it can effectively address the different needs of different customers in different scenarios (such as achieving full quality Inspection work, providing effective decision-making basis for the management of the customer; some business scenarios can replace labor, greatly reducing operating costs for customers while improving efficiency; flattening portal voice, enhancing customer experience, etc.); second, through AI technology It can realize the extension of the value chain of the overall solution, and provide a strong basis for the company's stock customers to carry out accurate marketing. Third, the use of intelligent voice technology solutions can effectively avoid the proliferation of telecommunications fraud cases, reduce user harassment and frequent complaints, making the communications industry can be healthy Development; Fourthly, with the further development and maturity of artificial intelligence technology, smart customer service capabilities will gradually mature and improve, enhance customer experience and reduce service costs for enterprises; based on NLP, knowledge mapping, big data processing and deep learning and other AI technologies, Use smart means at specific Domain knowledge base to achieve building, including knowledge extraction, knowledge mining static, dynamic knowledge construction, with semantic retrieval, independent study, data analysis and data mining capabilities, complete knowledge base to build customer intelligence to provide effective support for the smart customer service and marketing.
CTI Forum Reporter: What actions does Jimei Communication have in implementing enterprise communications intelligence? What is the overall layout of the public communication AI and call center services?
  Zhang Zhishan:The company is a new face of the call center industry. However, the parent company of Comm Microwave Communications has been in the call center and communications field for ten years. It is considered a veteran; NewsCommunications serves us better. The customer segmented the business: the PAAS business and the SAAS business, which are operated by two separate entity companies. The strategic planning and positioning of Zhongmai Communication in the realization of communication intelligence is very clear. We do not use the engine and only focus on the application. We are deeply cultivating in areas where we are good at it. Our Call Center SAAS capability provides comprehensive service capabilities, including voice links, Regional local number resources, call center platforms, intelligent customer service system solutions, intelligent quality inspection solutions, robot outbound calls, and service outsourcing (using artificial seats and robot seats in parallel) can form a closed loop within the call center business system.
CTI Forum Reporter: The gradual maturity of artificial intelligence technology has brought new opportunities for the civil industry. Please discuss the application of intelligent voice technology in the field of call centers in conjunction with industry applications.
  Zhang Zhishan:The typical application of AI technology in call centers is particularly helpful in quality inspection, smart calling, intelligent customer service, intelligent IVR, intelligent analysis, and intelligent knowledge base construction.
CTI Forum Reporter: As an innovative internet platform communication solution, “Security Hidden Numbers” provides examples of typical corporate use cases.
  Zhang Zhishan:Privacy protection has increasingly attracted the attention of the whole society. Under the O2O service scenario, the method of using the privacy number dialing is very effective for the protection of the customer's information security. As the first share of cloud communications in China, News Communication has always been at the forefront of cloud communications solutions, and it is being promoted as a corporate mission. At present, our typical cases are: melon seeds used cars, Youxin used cars, Renren car, the public trust travel, Baidu and other customers.
CTI Forum Reporter: In recent years, the development from mobile Internet to big data, from artificial intelligence to machine learning, from virtual reality to blockchain and so on, has also led to drastic changes in business communication requirements. Looking ahead, what technologies will inject new momentum into the ecology of call centers and enterprise communications in the coming years?
  Zhang Zhishan:In the era of mobile Internet, the speed of technological development is alarming. Call center solutions also need to be quickly iterated to adapt to the trend of technological development. Personally, I think the most important thing is to go deep into the business scenarios of customers in different industries and effectively solve the pain points of users. What else are there? New technologies can inject new momentum into the field of call centers and corporate communications. I dare not say that what we can do is to follow the trend and take customer needs as a guide to understand and capture the direction of technology development. One of the points I think deserves our expectation is the arrival of the 5G era. Thank you!
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