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News : Enabling China Unicom’s Smart Contact Center 10010 through Gen AI

#contactcenterworld, @chinaunicomglob

Beijing, China, Nov 22, 2023 - China Unicom faced huge challenges in operating a centralised customer contact centre serving users in 31 provinces across China. 

Processing this volume of user queries, complaints, and issues was an uphill battle. Even with the help of chatbot and service agent, customer satisfaction was relatively low. The centre’s chatbot could not answer questions correctly due to issues with voice recognition; the correct semantic recognition rate sat at around 85%, preventing users from resolving problems without assistance.

Agent efficiency was also an issue. Products and services vary across the 31 provinces the center serves, requiring agents to have in-depth knowledge of specifications and processes. Customer issues were typically resolved manually by agents - a less efficient approach. The level of knowledge needed by agents meant that training new employees was also time-consuming, and this level of specialisation meant that proficient agents needed to be on standby, resulting in high labour and operational costs.

To meet these challenges, China Unicom Contact Centre 10010 has creatively implemented AI technologies – especially GenAI – to improve customer experience and agent efficiency.

A unified dialect foundation model is deployed to effectively identify various dialects within Mandarin, with the overall recognition rate being 92%. With high accuracy in dialect recognition, the model can serve users daily, pushing the service satisfaction rate. The intent recognition technology that integrates few-shot learning and deep learning significantly improves the upper limit of dialog understanding and effectively resolves intent entanglement issues.

By providing a highly humanized AI voice interaction and then switching to manual agents in a timely manner based on emotion recognition, the centre has delivered a much-improved customer experience.

In addition to the excellent experience for users, the implementation of AI has also reduced costs for the contact centre as it requires fewer agents, providing China Unicom a total benefit worth CNY600 million.

In addition to its main customer service function, the centre also provides IoT, public cloud, online digital services, and terminal services.

#contactcenterworld, @chinaunicomglob

Posted by Veronica Silva Cusi, news correspondent
Source: https://developingtelecoms.com


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Today's Tip of the Day - Speech Recognition

Read today's tip or listen to it on podcast.

Published: Friday, November 24, 2023

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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