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WHALETALK, YOUR INTELLIGENT CUSTOMER SERVICE SOLUTION



AI IS TRANSFORMING CUSTOMER SERVICE


Artificial intelligence (AI) has been giving business new competitive advantage and transforming entire industries. A recent Gartner report revealed that the “democratization” of AI will take place within the next few years. This rapid progress means that we’ll soon start seeing AI technology appear “virtually everywhere” over the next 10 years as it becomes embedded in our day-to-day live.





It is predicted that AI will replace 85 percent of customer service interactions by 2020. Delivering intelligent customer service is becoming the competitive advantage for business success. Customers are tired of the monotonous interactive voice response (IVR) system and being placed on hold when all they need was an answer to a simple question. They are keen to seamlessly communicate with you in the channels they want, with the right devices.





Forward-looking organizations are leveraging AI to aid the customer service process within call centers, which leads to attractive efficiency gains and superior customer experience.


Recruiting sufficient human agents and training them used to be costly and time-consuming for enterprises. It is also a tough job for agents to work in high-stress environment talking to customers and answering the same repetitive questions all day long.  With AI leveraged in call enters, enterprises can save significant costs while improve experience for both customers and agents.


WHALETALK, YOUR INTELLIGENT CUSTOMER SERVICE SOLUTION


‘IT’ Communicates in Human Languages.



Imagine a scenario in which customers interact with a call center and get what they want directly without lengthy pre-queue introductions; moreover, customers are talking and chatting with agents that are actual robots. This comes to real-life situation with WhaleTalk, a next-generation intelligent customer service solution provides 24x7x365 online and omni-channel customer support. WhaleTalk is your intelligent customer service assistant that gleans the most value out of AI, overturns the traditional call center into a more productive and efficient one.  


As a next generation intelligent customer engagement solution, WhaleTalk leverages an ‘AI+ Cloud’ hybrid architecture powered by Alibaba Cloud. Based on omni-channel access technique and AI technologies (speech recognition, facial recognition, voiceprint recognition, natural language processing, emotional recognition and deep machine learning), it provides both intelligent Bot agent function and aid manual agent function to offer enterprises an easy contact service across multiple channels including voice, message, e-mail, SNS, and mobile App.


WhaleTalk provides two business options - a) on-premise system delivery and deployment with reliable data security, and b) SaaS service with a cost-saving rent in a pay-as-you-go way. We believe, with WhaleTalk, the enterprise is entitled with the power to deliver to its customers an intelligent, convenient and professional customer service.








The Architecture and Framework of WhaleTalk


WHALETALK INFUSES INTELLIGENCE TO DRIVE SERVICE PROVIDERS’ DIGITAL BUSINESSES WITH THESE HIGHLIGHTS


  • Flat service navigation enables customers to speak or text to the Bot agent with one-stop service transaction.

  • Powerful voice recognition capability and accuracy rate ≥90% ; supporting languages including Mandarin, English, French, German, Spanish, Indonesian and Malay.

  • Powerful text and image recognition capability. Text recognition rate ≥99% . Image recognition rate ≥90%.

  • Intelligent interaction and multi-round conversation capabilities help reduce up to 85% workload of human agent and save up to 70% cases that need manual interference.

  • Seamless switch between Bot and human agent without experience difference for customers.

  • A knowledge based smart aid function for the human agent, which indicates product and service available for promotion, recommend the appropriate service strategy and lead to a lower skill requirement.



WHALETALK SUPPORTS TYPICAL APPLICATIONS


Intelligent Self-service


Customers chat with the Bot agent for recharging, bill inquiry, subscription, fault report, complaint, service consulting, bonus redeeming, self-shopping, etc.






  • Perfectly embedded into the mainstream SNS media channels like WeChat, Facebook and Twitter.


  • Offering ‘one-click-to-go’ function during the text chatting, Bot agent can understand the customer’s exact intent and push service/order link for a quick access-&-done accordingly. Bot agent can provide a correct answering rate of 90% and also a first request resolution rate of up to 70%. 


  • Bot agent is 7*24 online, which greatly decreases the quantity of on-duty human agent on night hours and improves customer experience at the same time.


  • Elastic cloud architecture guarantees the safe and smooth service running under hyper concurrent service requests situation in case of rush hour/holiday/emergency.








Response Duration for Text Chatting of Manual/Bot Agent in Case of Handling Concurrent Services

For Text Interaction, Bot Agent Brings a Better Service Experience in Case of Handling Concurrent Services by Managing to Response Immediately.




Intelligent Outbound Call


Based on technologies of NLP, ASR and TTS, the Bot agent initiates intelligent outbound call tasks to execute predefined business activities including promotion, customer care, investigation, notification and dunning with a human-like customer experience.


  • ‘One-click-to-go’ for automatic task setup and execution of outbound call service.

  • Seamless switch between Bot agent and manual agent during the call, which offers the customer a natural experience.

  • Available for multiple outbound call modes including preview mode, preoccupation mode, forecast mode, and automatic mode.

  • Bot agent keeps learning and self-expanding knowledge base by automatically correlating and comparing the collected question list to the standard question list and finally becomes more intelligent.

  • Providing online real-time system monitoring function and agent monitoring function with the use of GUI interface to check all the KPIs, supervise agent’s working status and make interception on the service process.








Response Time for Voice Chatting of Manual/Bot Agent











Outbound Calls that 1 Manual/Bot Agent Can Handle per Day










For Voice Interaction, Bot Agent Can Work for 7*24 with Full Workload and Provide Human-like Service Experience.










Intelligent Quality Control


Intelligent quality control converts the agent’s call record into the text and gives a deep analysis to help enterprises improve customer service quality, supervise customer sentiment, and optimize service strategy.









  • 100% quality control of all the agent call/communication record.

  • Real-time and immediate quality control.

  • Abundant of rule packages including Woodpecker quality control, high risk problem pushing, outsourcing quality control, and intelligent self-quality control.

  • Discovering the potential sentiment risk and giving early warning.

  • Decreasing complaint rate by averagely 50% off and increasing quality control efficiency by 200% up.








Coverage of Quality Inspection between by Traditional Manual and by Intelligent











WHALETALK PERFECTLY SERVES THESES BUSINESS SCENARIOS


WhaleTalk can support a wide range of industries. It serves well both the mainstream industries like telecoms, finance, e-commerce, real estate, leasing, governmental affairs, and also the emerging industries like new retail, shared economy, online tourism/ healthcare/ education, etc.