Tencent Qidian customer service reception and marketing analysis capabilities have been upgraded! Enterprise operations are more efficient and human-computer interaction is more intelligent

On June 19, at the Tencent Cloud Industry Large Model and Intelligent Application Technology Summit, Tencent Qidian announced that it is developing two intelligent products, Tencent Qidian Intelligent Customer Service and Tencent Qidian Analysis·AI Assistant, based on large model capabilities. Solve the shortcomings of traditional intelligent customer service and accelerate the efficiency of enterprises in customer management and analysis scenarios.

Tencent Qidian Intelligent Customer Service can cover core scenarios such as single-round knowledge Q&A, complex knowledge Q&A, business processing, etc., shortening the startup time of the customer service system from the original more than 7 days to minutes or hours, and the accuracy rate has also been improved. 30%, providing a smarter user interaction experience; and the new Qidian Analysis AI assistant relies on Tencent Cloud industry large model to implement "conversational analysis", allowing business personnel to quickly obtain data results and insights from massive data through "dialogue" , which has transformed the traditional data analysis process and will greatly improve the efficiency of analysis output.

Wu Yongjian, vice president of Tencent Cloud and head of Tencent Qidian R&D, said: “With the support of large models, customer service reception and marketing analysis will achieve higher operational efficiency on the B-side, while also allowing C-side customers to experience a better experience. Intelligent interaction. Tencent Qidian's product iterations are not only driven by technological innovation, but also pay closer attention to the needs of corporate business growth. Tencent Qidian will explore the growth of marketing services with more enterprises, with the help of two newly upgraded products."

Wu Yongjian, Vice President of Tencent Cloud and Head of Tencent Qidian R&D

New upgrades in human-machine dialogue and human-machine collaboration experience, solving the problem of “not being intelligent” in intelligent customer service

Traditional intelligent customer service has always faced the challenge of being “unintelligent”. Intelligent robots are often limited by limited knowledge areas and have difficulty answering questions beyond the knowledge base, so users often cannot get accurate answers. At the same time, there are also difficulties in the collaboration between human customer service and robots. When the robot cannot solve the problem, the human agent needs to carry out tedious knowledge understanding, search and organizational responses, which takes a long time and the service efficiency is not improved. In addition, the huge amount of knowledge maintenance also brings troubles to the operation of enterprises.

In order to solve these problems, Tencent Qidian's new generation of intelligent customer service introduces large model capabilities, has powerful reasoning and natural language processing capabilities, and effectively improves the three levels of dialogue interaction, artificial assistance and knowledge construction.

At the level of conversational interaction, intelligent customer service can not only make inferences based on context and understand complex spoken questions, but can also overlay search engine models to more efficiently reach the company's official website and industry network knowledge, and obtain more massive information. information, and finally generate anthropomorphic answers through the model to improve the accuracy and diversity of answers.

In terms of artificial assistance, intelligent customer service can effectively improve the efficiency of human-machine collaboration. It breaks through the lengthy manual intervention process of traditional intelligent customer service. Intelligent customer service will generate a summary based on the content of the machine conversation. In the case of human intervention, the human customer service can grasp key information without reviewing and retrieving. The system will also provide recommended response techniques based on the context, making it easier for humans to quickly participate in the conversation. After the conversation, the system supports intelligent filling of work orders, greatly simplifying the work process.

In building an enterprise-level large language model, intelligent customer service uses the industry's common language model and the company's internal knowledge resources. With a wealth of industry knowledge accumulated through previous training, the system enables companies to quickly set up and apply conversational systems, starting in just one day. With the help of new skills, cold start time has been reduced from more than 7 days to minutes or hours, and accuracy has increased by 30%. Through self-learning, feedback learning and transfer learning, the system can continuously optimize the knowledge base to reduce operation and maintenance costs.

The new generation of intelligent customer service provides an intelligent experience of human-machine dialogue and human-machine collaboration, improves the operational efficiency of enterprises, breaks through the pain points existing in traditional intelligent customer service scenarios, and builds a new solution focusing on intelligent customer service.

Tencent Qidian Intelligent Customer Service New Upgrade

Simple conversations automatically complete data insights, and five core capabilities help upgrade marketing analysis

Marketing analysis is an important scenario for enterprise data application, but many enterprises often face problems such as difficulties in data collection and management, and insufficient data analysis technical capabilities, resulting in inefficient data analysis and difficulty in quickly obtaining data insights and decision support, thus wasting money. The potential value of the data.

Tencent Qidian has upgraded with the help of large-scale model capabilities, and based on its many years of experience in the field of intelligent data analysis, it has launched a new Tencent Qidian Analysis·AI Assistant. The assistant has five core capabilities: data understanding, indicator disassembly, natural language query, logical reasoning and conclusion refining. Through the powerful "conversational analysis" function, it has achieved a leap-forward improvement in the efficiency of analysis output.

Enterprises can collect and manage massive data by using Tencent Qidian's Customer Data Platform (CDP), so that it can be applied in global marketing scenarios. On this basis, AI assistants can understand these data more intelligently and comprehensively, laying a solid foundation for subsequent efficient and accurate business decisions.

Secondly, through the "conversational analysis" function of the AI ​​assistant, business personnel who lack data analysis skills can ask business questions to the AI ​​assistant in concise language. The AI ​​assistant can understand "business questions", convert them into corresponding analysis questions, analyze the corresponding data results, and give next-step analysis suggestions. For example, business personnel can directly ask the "AI assistant" questions: What is the customer conversion rate of each channel? ", the AI ​​assistant will display a comparative histogram of customer conversion rates for each channel, and recommend that business personnel further analyze the changing trends of customer conversion rates for each channel.

In addition, artificial intelligence assistants can also help business personnel make fuller use of the diverse functions of Enterprise Point Analysis. For example, when business personnel ask questions in natural language, the AI ​​assistant will automatically fill in the complex configuration conditions corresponding to the user behavior analysis model. In this way, the problem of high threshold for learning and using existing agile analysis tools is solved.

Finally, in response to the pain point that analysts often spend several days producing weekly and monthly reports, the AI ​​assistant uses the reasoning and conclusion refining capabilities of large industry models to intelligently generate key information such as chart summaries and content summaries that need to be displayed in reports. Business personnel only need to click "Generate Report" with one click to obtain a report PPT in a few seconds, which greatly reduces the cost and time of analysts producing data reports.

Tencent Qidian Analysis·AI Assistant

The upgraded release of Tencent Qidian Intelligent Customer Service and Tencent Qidian Analysis·AI Assistant will effectively enhance the intelligent capabilities of enterprises and help enterprises achieve smart upgrades in customer reception and marketing analysis.

Currently, Tencent Qidian has served more than 80 industries, such as industry, retail, finance, cultural tourism, real estate and education, connecting more than 750 million enterprises and users. In the future, Tencent Qidian will continue to leverage the powerful capabilities of the latest technologies such as large models to continue to promote the intelligent upgrade of full-process solutions for enterprise marketing, sales, operations and services.

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