Function introduction

• Universal access and unified...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution can access mainstream online and offline channels, including IT channels (such as PC websites, mobile websites, mobile apps, WeChat, Weibo, email, smart forms, etc.), CT channels (such as mobile phones, phones, SMS, etc.), and intelligent terminals (such as physical robots, intelligent interactive screens, intelligent all-in-one machines, etc.) through the adapter layer's adaptation capability. It can also be configured to access emerging channels with simple configuration, achieving full-domain coverage, unified access, unified queuing, unified acceptance, unified dispatching, unified disposal, and unified data collection.

• Six-in-one, Knowledge Manage...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution provides a knowledge base system that includes QA Q&A libraries, scenario knowledge bases, business knowledge bases, Table QA, integration with search engines, and knowledge graphs. It adopts a multi-source heterogeneous knowledge base management concept, storing diversified data structure types such as audio, text, images, files, and processes in both relational and non-relational databases to provide clearer and more user-friendly services for enterprise customers.

• Smart interaction, precise s...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution is based on proprietary intelligent speech semantic engine and intelligent knowledge base, providing an intelligent interaction center module. Through the intelligent IVR voice interaction function, it offers enterprises users intelligent services such as Q&A, consultation, and inquiry. In addition, it also provides intelligent ACD, intelligent IM customer service, and intelligent voice customer service according to business needs, enabling users to conveniently, efficiently, and accurately obtain services, providing users with an ideal interactive experience.

• Intelligent quality inspecti...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution integrates speech processing, business intelligence, and Internet technologies. By formulating appropriate quality inspection strategies, in conjunction with quality inspection templates and rules, it provides enterprises with full-domain (text + voice) and full-volume intelligent quality inspection capabilities for intelligent customer service. Through intelligent quality inspection, problems in services can be quickly and comprehensively discovered, service quality can be improved, and service strategies can be optimized. In addition, high-quality samples can be pushed to agents for learning, thus improving the service level of human customer service.

• Intelligent work orders, clo...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution is an intelligent work order management system created by Zhongke Huilan based on the workflow model and supported by artificial intelligence technology. It provides intelligent form filling, intelligent circulation, intelligent supervision, intelligent analysis, and other closed-loop business management functions. It can effectively manage the business that requires cross-departmental collaboration in hotline acceptance for enterprises.

• Intelligent outbound calls, ...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution provides intelligent marketing functions, relying on a platform with a visual script flow editor to quickly organize marketing scenarios, set corresponding marketing scripts, and set outbound marketing tasks. It can achieve batch intelligent automatic outbound marketing according to the preset outbound strategy and generate real-time outbound marketing reports. Through intelligent outbound calls, customers with no intention of purchasing can be filtered out, and valuable feedback from users can be forwarded to professional service personnel. In this process, robots can completely replace the tedious manual screening work, greatly reducing the additional costs for enterprises.

• Home customer service, alway...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution, in response to the special needs during the epidemic, has launched a new generation of mobile seat APP, which provides comprehensive functions such as seat answering, calling, text response, report statistics, etc. It facilitates remote and home office for agents, allowing them to answer and follow up on user’s questions at any time, solving the problem of being unable to work collectively during the epidemic.

• Comprehensive statistics, de...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution provides multi-dimensional statistics such as interactive situation statistics, popular problem statistics, etc. In addition to the multi-dimensional statistical data provided by the system, the platform supports custom report creation. In cases where the basic platform reports cannot meet the needs, users can configure the required data reports themselves, meeting the personalized needs of different enterprises, and providing data support for call center marketing service decision-making.

• Intelligent large screen, re...

  

  The Huilan Technology Co., Ltd.  enterprise intelligent customer service center solution is connected to an intelligent large screen, which displays real-time data on different dimensions such as queue length, number of answered calls, number of incoming calls, service level trends, and occupancy rates for different queues in the enterprise hotline service center. The complex data is simplified and visualized, helping managers to have a comprehensive and intuitive understanding of the team's operation and business processing status. In addition, it can set risk threshold values for key indicators and provide real-time warning reminders to managers, allowing timely adjustments and optimizations.