China Textile Machinery Group's first intelligent customer service robot

"I called the small latitude, is a robot. Strictly speaking is a talking robot!"

September 15, China Textile Machinery Group for the first time launched intelligent customer service robot - small latitude (beta). It is reported that Xiaowei need to talk with the user every day about 100 games. As the textile industry's first customer service chat robot, in the absence of human intervention in the case, every 10 customer dialogue, the small latitude can be able to successfully answer eight. In the case of

Q1: What is it?

"A robot customer service, its essence is a software that can automatically solve the user's problems, it can answer most of your textile industry issues, you can provide pictures, videos, and even can chat with you, greet you." Small Weft development operator Wuhan Textile Friends introduced Road. Robot in other emerging industries have shine, but this time into the traditional textile industry is the first time, during the development of small latitude, the staff through a large number of data entry, combined with natural language processing and self-learning function, so that it can become a mouth Clever, eloquent "robot customer service".

Apple's Siri, Microsoft's Cortana and Little Ice, Amazon's Alexa is the representative of these new customer service, while the textile machinery niche focus on the textile industry, for textile enterprises to provide users with machine equipment inquiries, after-sales maintenance and other issues.

As more and more people use mobile phones today, robots customer service is committed to maintaining the existing textile mill customers and employees of the exchange. In the textile machinery sales process, the small latitude robot customer service 7 * 24 hours at any time online, can in detail with video and graphic solution to customers 80% of the problem; in after-sales service, textile mill employees in the face of mechanical maintenance and other aspects Problem, you can anytime, anywhere in the WeChat on the solution to the solution. So that both to the textile mill or textile machinery plant have brought great convenience.

Q2: How will mattress affect the textile enterprise customer experience?

The value of the textile mill will be reflected in three levels: responsiveness, satisfaction and contribution.

Responsiveness refers to the telephone and online consultation of the connection rate, response time, staff utilization and other basic indicators. In the past, users would like to consult the machine problems often encounter customer service staff too busy, leave or get off work, etc., this will make our textile factory users to reduce the experience of textile machinery suppliers. The small latitude all year round, 24 hours online, compared to artificial can greatly enhance the responsiveness.

Followed by satisfaction, weft robots customer service can technically promote the improvement of textile factory customer satisfaction. For example, in the textile mill encountered a mechanical failure, you need to contact each other after-sales customer service, describe the problem often need to transfer to the corresponding post for processing, transfer again after describing the problem. If multiple transfers or problems are complicated, the process of repeated description will cause our textile mill users to collapse. And small latitude robot customer service, no matter how many questions you ask, the system background can put all your inquiries before the turn out, what questions, which is resolved, which did not solve, whether it is automatic robot or help to grasp the situation , Do not need to repeat the user.

Finally, the contribution of small, weft robots customer service can enhance the viscosity of textile mills, customer service departments to enhance the value of the contribution within the company. Including the promotion of the transformation of sales leads, more rational use of customer voice, influence and even determine the sales, brand, customer loyalty and so on. For example, in the textile machine sales and after-sales service, the robot system can quickly pre-sales and after-sales service data feedback to the manufacturers, for the latter to keep abreast of consumer demand trends, adjust sales and after-sales strategy.

Let the smart surname, the industry to do real

China Textile Machinery (Group) Co., Ltd. Although in the traditional textile machinery industry, but the pace of development of the times, has been to the "Internet +" on the move closer. First launched the "Online Textile Machinery Exhibition" to provide never ending online exhibition platform, followed by the introduction of "Jingwei special parts mall" to build textile machinery spare parts business platform, and this time launched the "small Wei intelligent customer service robot" great solution Pre-sale, sale, sale process encountered problems, improve the spinning machine manufacturers and textile mill between the sticky, and promote customer experience into the AI era.

Customer service is the primary tool for improving the customer experience. China Textile Machinery Group in the textile machinery equipment, "exhibition, sales, sale," the whole process has been to improve the customer experience and lead the development of the industry, with the future of the original more traditional industries launched robot customer service, how to intelligent customer service system and enterprise Internet of things docking, get through customer service, business intelligence to connect, perhaps the face of intelligent customer service is facing the next opportunity and challenge!