Intelligent customer service enters the AI ​​2.0 era. Ronglian Cloud releases a large language model "Red Rabbit"

Author: Sun Yan Source: IT Times

On July 8, at the World Artificial Intelligence Conference (WAIC 2023) Generative Marketing Services and Large Model Forum, Ronglian Cloud released the vertical industry multi-level large language model "Chitu Large Model", generative intelligent marketing services Integrated workspace "Doraemon" and generative integrated intelligent customer service platform.

The "2023 China Intelligent Customer Service Market Report" released by Sullivan, a global consulting agency, mentioned that China's intelligent customer service market size will reach 6.68 billion yuan in 2022, and the market size is expected to grow to 18.13 billion yuan by 2027.

Long before the emergence of large models, the customer service industry has been a battleground for AI voice customer service. How will large models change AI customer service?

Large Model Customer Service From cost reduction and efficiency increase to value creation

The "Chitu Big Model" released by Ronglian Cloud this time is a multi-level large language model for vertical industries oriented to enterprise applications. Based on the big model, enterprises can build their own intelligent customer service and digital intelligent marketing to complete the " The evolution from cost reduction and efficiency improvement to value creation.

"Communication intelligence has entered the 2.0 era." Liu Jie, director of Ronglianyun AI Research Institute, said that with the support of large models, intelligent communication 2.0 will have four major aspects: AI basic capabilities, conversation analysis insights, dialogue capabilities, and human-machine collaboration. There has been a significant improvement in all aspects.

Liu Jie, Director of Ronglianyun AI Research Institute

In terms of AI basic capabilities, the contextual intent, emotion recognition, entity recognition, information extraction, similar question generation and other capabilities that intelligent customer service relies on can be replaced or supplemented by large AI models; in terms of conversation analysis insights, AI large models can Mark communication records for quality inspection, proactively analyze agent work behavior, and automatically generate best practice SOPs, greatly tapping the potential value of large amounts of conversation information in the call center; in terms of dialogue capabilities, the "Red Rabbit Large Model" can achieve more personalized Q&A Reply: In terms of human-machine collaboration, enterprises can use large models to engineer AI assistants to help accompany agents in different aspects of the agent's call to complete the business better and more efficiently.

In summary, the "Red Rabbit Big Model" has the four major capabilities of communicating, analyzing, having knowledge, and being able to execute. Enterprise customer service can achieve multi-dimensional, fine-grained dialogue analysis, understanding and content production, through opinion mining , sentiment analysis, stance detection, etc. to gain insight into user needs. At the same time, the "Red Rabbit Big Model" also automatically generates business vocabulary and process plans, and a question and answer knowledge base for human-computer interaction applications in a variety of scenarios, improving AI operation efficiency, customer service effectiveness, and sales conversion.

The dialogue robot of "Red Rabbit Big Model" is responsible for execution, which can achieve clearer, more automated and transferable task-based dialogue management capabilities, more flexible multi-intention responses and jumps, and according to the interaction process It is necessary to perform operations such as business recommendation, inquiry, and processing. In addition, for different fields and scenario services, the "Red Rabbit Big Model" can realize the upgrade of single point capabilities, the addition of single point capabilities, and the innovation of process logic.

The "magic weapon" of digital intelligence in your pocket

The demand for marketing services is diversified. What kind of digital and intelligent services can be like Doraemon's pocket and can do everything?

Rong Lianyun COO Xiong Xiegang

The generative intelligent marketing service integrated workspace "Doraemon" released by Ronglian Cloud is a "universal pocket" that provides generative intelligent applications. The first batch is implemented in four major application scenarios, including customer contact, business Collaboration, AI assistance, and intelligent insights.

In the past, customer contact was either purely manual or NLP robots solved some service scenarios. Nowadays, with the help of large-model robots, most service scenarios can be solved, while robot maintenance costs and the number of customer services are further reduced, and the user experience is improved by 60%.

In fact, the capabilities of "Doraemon" are based on the "Red Rabbit Large Model", which can provide flexible integration, generative strategy recommendation, intelligent form filling, intelligent distribution, intelligent tag extraction and other capabilities in business collaboration. Further, Reduce AI operating costs, reduce customer service time and number of customer complaints, and improve agent efficiency.

In terms of AI assistance, AI assistance empowered by generative intelligent applications is no longer an additional tool for CC, but can truly and efficiently help enterprises solve management problems and improve sales performance.

In terms of intelligent insights, based on Zhuge Intelligence, the "Doraemon" platform can provide users with various analysis models and industry indicator system inquiries, and can also provide practical and experience analysis to help companies quickly grow into analysis experts. For data For analysis results such as reports and indicators, user tags and portraits, users can answer questions and receive quick feedback through voice, text and other methods, and can also customize reports through voice and other drivers.

Intelligent customer service enters the AI ​​2.0 era

The current smart customer service has entered the AI ​​2.0 era from the AI ​​1.0 era. Based on the "Red Rabbit Big Model", Ronglian Cloud's generative integrated smart customer service platform can increase knowledge production efficiency by 70%, reduce dialogue construction costs by 80%, and reduce costs by 100%. % Improve customer service efficiency, and provide customer service staff with the ability to intelligently answer and extract documents, automatically generate user corpus, business vocabulary, and process plan suggestions, and automatically refine excellent sales skills.

Wang Chunsheng, General Manager of Operations of Ronglian Cloud Digital Intelligent Cloud Business Group

The application of generative AI and large models has been gradually implemented in many fields. In the education industry, Zhao Huixuan, director of the Education Center of the Public Service Key Account Department of Shanghai Telecom, said that Telecom has joined hands with Ronglian Cloud to explore the digitalization of education in Shanghai, providing a high-quality basic environment, stable platform services and innovative educational applications, integrating the latest Matching and innovating technology with educational demand scenarios to form normalized, sustainable and better operational services for Shanghai’s education industry.

Edgar Perez, GLG board member and former vice president of Citigroup, said at the forum that AIGC will penetrate deeply into every aspect of the service and can provide customers with more valuable resources and personalized experiences. This will be the key to marketing and services. future trends.

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