工行智能客服识别率已达98%
记者近日从中国工商银行获悉,工行自2016年推出智能客服 “工小智”以来,客服工行依托领先的识别科技优势和专业服务能力,将“工小智”推广到短信、率已融e联、工行微信等各主要服务渠道,客服为客户带来了秒速回复、识别触手可及、率已无间歇的工行良好体验。据统计,客服目前工行智能客服的识别识别率已达98%,处于行业领先水平,率已两年多来累计解决客户相关需求4亿笔。工行 据工商银行相关负责人介绍,客服在当前人工智能快速发展的识别浪潮中,工行客服也依托前沿技术,加快向智能化服务转型,并创新推出了“工小智”智能客服品牌。智能客服通过提供更加便捷、更有温度的数字化交互,在节约服务成本、提高服务效率的同时,也加深了对客户需求的洞察与情感联结。目前,“工小智”已成为工行提供对外服务、加强客户联系的重要枢纽,有效提升了客户服务效率和服务水平。 具体来说,一是多渠道服务。“工小智”现已通过短信、融e联、融e行等20余个主流渠道为客户提供无缝服务, 满足了不同渠道用户的咨询需求。二是精准化识别。通过不断增强自然语义理解及上下文交互等技术水平,目前“工小智”识别率已达到98%的行业领先水平,可以精准理解、快速识别并高效解决用户提出的问题。三是增值服务。工行智能客服通过与大数据、客户画像、自学习等技术的结合,建立了“主动建议+咨询解答+营销推介+业务办理+售后追踪”等在内的全流程一站式服务,在满足用户基本需求的同时,为客户提供个性化的产品推介、优惠信息等增值服务。
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