AI+BPO Intelligent outsourcing operation

Outline of the solution

Telecom operators are faced with many changes such as industrial environment, competitive environment and talent environment. The changes of environment require operators to provide personalized, diversified and customizable information services at a lower cost. On the other hand, in the world, non core business outsourcing strategy has become one of the most important business models, and also an important way for enterprises to gain competitive advantage. In the environment of whole business competition, telecom operators must actively adjust their business operation mode, redefine their core competence and core business by means of value chain analysis, and focus their resources on the core competitiveness by adopting the strategy of non core business outsourcing, so as to achieve low-cost and high-efficiency differentiated competition. Business types are defined according to the "strategic" dimension, and the business of operators is divided into three categories: core business, emerging business and general business (non core business). "Strategy" refers to the possibility that the business will become the source of the degree of competitive advantage of the operator, that is, the strategic significance of the business to the operator.

BPO of outsourcing call center provides call center functions such as business call, market research, customer relationship management, marketing, telemarketing, technical support, etc. for enterprises and social groups with call center demand through professional and standardized service process, such as seat rental, equipment rental, personnel or business rental, so as to reduce Less cost of call center construction, management and maintenance, more focus on the core business of the enterprise, and improve the core competitiveness of the enterprise.

At present, with the acceleration of the pace of social development, a large number of consulting work has arrived as promised, and has the characteristics of large number of visits, concentrated visits, repeated problems, personalized problems and so on. It is difficult to meet the user's demand for consulting services by using telephone manual seats alone, especially in the peak period, which leads to a large number of seat spillovers. Artificial intelligence is needed to share the work of artificial customer service: in the limited field and specific business, intelligent robot agent is equivalent to the identity of artificial agent. The intelligent voice interaction system is combined with the existing call center system to realize the same work as the artificial agent after the phone is connected.

In view of this, huilan relies on the independently developed intelligent cloud service platform and provides personnel outsourcing to build the AI + BPO functional outsourcing operation solution.

Functional framework

AI + BPO intelligent outsourcing operation platform has the following functions and technical characteristics:

Intelligent customer service platform integrating intelligent robot customer service + artificial customer service + work order;

The system has a variety of intelligent and artificial customer service transfer modes;

The overall functions of the customer service platforms such as intelligent robot supervised learning, statistical analysis of the work efficiency of artificial seats, in-depth mining of user habits and needs, automatic quality inspection of online customer service, and real-time monitoring platform of customer service system have been comprehensively improved;

The intelligent robot supports multiple rounds of dialogue, reference resolution, omission and supplement, and intelligent rhetorical questions to provide users with an excellent experience;

The system supports intelligent and professional customer service modes such as manual customer service transfer and work order flow;

Distributed system architecture, clustered system deployment, providing high performance and reliable services.

Huilan AI+BPO Intelligent outsourcing operation solution

Solution advantage

1. Low service cost

Compared with the traditional internal operation, the AI + BPO intelligent outsourcing operation solution has the characteristics of cost reduction, management simplification, easy performance evaluation and good effect evaluation.

2. Leading platform intelligence

Relying on the intelligent cloud platform independently developed by huilan, the intelligent outsourcing operation solution of huilan AI + BPO provides intelligent call center, intelligent outbound call, intelligent quality inspection and global customer service. Leading technology, widely used, can meet the needs of different customers.

3. Platform safety guaranteed

The AI + BPO intelligent outsourcing operation solution of huilan has the following security advantages.

Bottom platform:

Stable: Instance availability reaches 99.99%, automatic downtime migration, automatic snapshot backup

Elastic: Automatically configure CPU, memory, bandwidth, and upgrade at any time

Safe: DDoS protection, Trojan killing, anti brute force cracking, multi-user access control

security policy:

HTTPS security certification: Secure authentication and encrypted transmission of HTTPS supporting international specifications

Organizational strategy: Professional background + confidentiality check and balance system

Sensitive information processing: Sensitive information security warning, encrypted storage

Trusted cloud authentication:

Cloud service authentication: Trusted cloud service certification of Data Center Alliance of MIIT

Security level protection evaluation: Pass the three-level evaluation of information security level protection

International Security Certification: CSA international cloud security certification gold medal

4.Efficient and fast knowledge base sorting

The knowledge base provided by huilan sort out outsourcing personnel, which is very professional, and can quickly complete the creation of intelligent knowledge base based on basic information, so as to improve the construction efficiency.