Empowering Industries to Capture 60 Billion Pan Smart CS Market
Shanghai Xiaoi Robot Technology Co. Ltd (“Xiao-i” or “the Company”), a leading developer of artificial intelligence (AI) technologies and industry application platforms, is delighted to announce its AI Learning Platform has recently held a 2-day training course on “AI+CC Smart Customer System: the Best Practice of Establishment, Operation and Management” in Hong Kong (“the Workshop”). The Workshop aims to equip customer service specialists with tactics on establishing, operating and evaluating the efficiency of smart customer service system by learning form industry expertise and benchmark case studies.
In view of the rising application of AI and cloud computing technologies, customer service industry in Hong Kong has been embracing digitalization. Contact centers in financial services, retail and insurance have mapped the deployment of smart customer service systems. In addition to lowering operating cost of contact centers, the implementation of AI technologies also supports enterprises to dig deeper on accumulated data for customers preference which favor precision marketing and product customization.
Mr. Evan ZHANG, Senior Lecturer of Xiao-i AI Learning Platform, pointed out that enterprises should formulate a clear strategic positioning and plan the functions of the smart system with business needs considered when establishing a smart customer service system. Cross-department collaboration and support are necessary for smooth deployment. He also mentioned the keys to transforming contact centers into value center and the hub of knowledge and operation count on the knowledge management establishment.
To mitigate the common problems arousing from low accuracy rate in the early stage of AI implementation, expert suggests effective data annotation be used to train algorithmic model and be applied in the recognition of semantics, image and speech. The smart system’s accuracy rate could be improved through learning from annotated data.
According to China’s Artificial Intelligence Report 2019 by iResearch, the market share of China’s pan-smart customer service is expected to surpass RMB60 billion in 2022, with the emergence of natural language processing (NLP) technologies. Smart customer service industry player is well-positioned to capture the lucrative opportunities by rolling out AI implementation plan.
As a well-planned smart customer service system can create tangible value to the enterprise in several aspects, industry expert advised, “enterprises should look beyond the benefit of cutting costs, smart customer service systems are instead more valuable in enhancing user experience with better interaction and satisfaction”.
About Xiao-i AI Learning Platform
Xiao-i AI Learning Platform, established in Shanghai in August 2018, leverages Xiao-i’s strong capabilities in R&D and experience in the industry application of AI technology and solutions to offer training in relation to the AI application for enterprises. It has been actively collaborating with training institutions, schools and other educational organizations to nurture AI talents and promote the development of AI. Since its establishment, the platform has rolled out a series of training sessions across six major areas including the basics of AI, technology and products, applications, services, innovative enterprise management in the AI era and ecosystem development, shedding light on both AI theory and practice. Its curriculum covers case studies, visits to benchmark enterprises and AI experience enter. Eligible participants will be awarded a Certificate of Proficiency in AI implementation.
Shanghai Xiaoi Robot Technology Co. Ltd (Xiao-i) is a leading AI company that specializes in multilingual natural language processing, deep semantic interaction, speech recognition, machine learning and other cognitive intelligence technologies. A pioneer in industrial AI applications, Xiao-i was established in Shanghai in 2001 and has developed into a market leader. The company currently serves over 1,000 large enterprises and government organizations and provides its open platform to more than 100,000 small and medium-sized enterprises and developers. Xiao-i has established R&D centers in Shanghai, Guiyang, Nanjing and Hong Kong. The company also launched its Asia-Pacific Headquarters in Hong Kong in 2018 to grow its international presence. Xiao-i’s major investors include Alibaba Group, China Everbright and Haiyin Capital.