Jul 30, 2019|
JD AI Makes Customer Service Simple
For China Unicom customers in Sichuan, a large province in Southwest China, customer service will become much smarter and more efficient. Through a partnership with JD.com, China’s largest retailer, China Unicom Sichuan will integrate artificial intelligence into its customer service apparatus.
The two parties will collaborate in implementing AI in China Unicom’s voice-based customer service. Customers who call the customer service hotline can be greeted by a natural-sounding voice who will direct them where to go, and seamlessly transfer them to human customer service as necessary. The two parties will also integrate AI into China Unicom’s public WeChat account to handle any inquiries that come through from customers via text. In addition, JD will help China Unicom Sichuan build an AI-based precision marketing solution to ensure that marketing activities reach the right audiences. Importantly, the partnership between JD and China Unicom Sichuan will help to significantly reduce bottlenecks in customer service, while further enhancing the overall service level provided by China Unicom Sichuan to customers.
In addition to telecoms, JD has extended its AI powered customer service to other industries, completely changing the way things are done. In July, JD and West China Second University Hospital, the leading hospital in Southwest China, launched AI-powered medical care customer service via the hospital’s WeChat public account. Patients can get comprehensive and accurate responses to frequent and repetitive queries, such as how to get a number to line up, which department of the hospital to go to, the doctor’s schedule, and more, as well as be referred to human customer service if their inquiry can’t be handled by AI. This helps relieve a huge burden from the hospital. Launched in 2014, the hospital’s official WeChat account receives an average of 40,000 daily visits. With AI customer service, the hospital can drastically improve its response rate, accuracy level and overall customer satisfaction level. Currently 95% of the inquiries received can be answered by AI at a 90% accuracy rate, and it continues to improve.
The technology for the customer service robot is based on JD.com’s smart customer service chatbot. JD receives millions of inquiries every day, and the chatbot was originally developed to address the high volume of inquiries without sacrificing the customer experience. Using deep learning and transfer learning technologies, JD’s customer service chatbot is able to detect even the subtlest of human emotions in real-time and provide appropriate responses, making for a natural and efficient interaction. During JD’s June 18 anniversary sales event (“6.18”), its customer service robot fielded more than 32 million inquiries, of which 90% were solved independently.
“AI is not just a technology. It’s a solution to some of the most pressing challenges faced by many industries,” said Bowen Zhou, President of JD AI. “If you look at the telecoms industry as just one example, there is a shortage in customer service resources. In the medical industry, there are many talented medical professionals, but there is still a shortage of talent. Changing how we visit the hospital by applying AI throughout the medical industry, is just one way AI can transform our lives.”
“Our mission is to provide top notch customer service,” said Feng Cao, Deputy General Manager at China Unicom Sichuan. With JD AI, we are raising the bar for customer experience, and integrating technology more deeply into everything we do.”