AsiaIndustrial NetNews: “Let machines work like people, and never let people work like machines.” Today, Alibaba’s artificial intelligence service for millions of merchantsrobot——Dian Xiaomi officially released. After one-click authorization, tens of millions of Taobao merchants can use artificial intelligence as customer service, and e-commerce services catalyzed by big data and technology usher in a “smart” change.
Based on the online commodity library of over 1 billion, Alibaba is undoubtedly a natural commodity encyclopedia. The massive service requests generated by the platform every day are undoubtedly a natural service encyclopedia. All the information is processed by data, and Xiaomi, a store with self-learning ability, will naturally have this complete set of knowledge reserves.
It is understood that the store Xiaomi version 1.0 released this time has been able to complete various services such as product consultation, personalized recommendation based on user parameters, store activity consultation and answer, order modification, return and exchange consultation and other services, covering the entire pre-sale and after-sale links. a scene.
It is worth noting that, in addition to general consultation, DianXiaomi also has a unique set of industry-specific knowledge bases, such as shoe and clothing size recommendations based on user data, answering mobile phone network type memory problems, screening food flavors, production dates, and shelf life, etc.And these industry problems are usually high-frequency consultation. Among them, the size problem alone accounts for more than 50% of the pre-sales consultation of women’s clothing stores. Based on big data precipitation and automatic machine learning, thesemechanicalIt is fully capable of being solved accurately and efficiently by robots.
“Is this a two-piece suit?” “What about this one?” It seems like a normal conversation, but it is the weakness of many current robot products. Based on multiple rounds of interactive technology applications, DianXiaomi can automatically complete the missing information in the dialogue through contextual semantics, and accurately understand user needs. In addition, Dian Xiaomi has been endowed with anthropomorphic attributes from the very beginning, and the dialogue experience is closer to artificial. At the same time, Store Xiaomi also supports language-style store personalization, and robot customer service can also store thousands of faces.
It’s not enough to understand human nature and be smart enough, and it’s also simple enough to use. As long as the merchant opens it with one key on his Qianniu workbench, the store Xiaomi can “charge into the battle”. Based on cloud storage, we have opened the store of Xiaomi Store. Even if the store is powered off and disconnected from the Internet, Store Xiaomi will still keep running, 7*24 hours. According to the situation of the store, the merchant can also set the service reception order independently, and even allocate the service request to the machine and the labor proportionally. In the event of a question that the machine cannot answer, Xiaomi Store can also automatically realize seamless transfer to manual customer service.
The biggest difference from manual work is that Dian Xiaomi can receive a large number of inquiries at the same time, and its service capabilities are extremely flexible. On Double 11 in 2016, store Xiaomi took the lead in testing in 9 Tmall stores including Apple, Xiaomi, Huawei Honor, vivo, Semir and Nike. On the day of Double 11, the single-store turnover of Xiaomi Tmall flagship store exceeded 1.295 billion. Compared with 2015, the number of online services dropped sharply by nearly 300 when the number of service requests was similar. The response speed is still as fast as seconds, and the customer experience is greatly improved.