Background

Huajin online is the Internet financial integrated service platform of Donghua Software Co., Ltd., a listed company, Relying on the long-term accumulation of high-quality customer resources, it system development experience advantages and massive big data of Donghua Software Co., Ltd., through cloud computing, in cooperation with banks, hospitals, small loan companies and other institutions, to create high-quality financial products for enterprises and individuals, and provide comprehensive financial services of sharing and win-win results.

With the development of Internet Finance in full swing, how to transform customer service center into marketing service center and enhance the core competitiveness of Huajin online through improving service quality has become an important topic for further development of Huajin online.

Problems:

1 in the era of mobile Internet, after 9:00 a.m. and 6:00 p.m., there is no customer service reception in the small peak of consultation, which leads to the loss of potential customers.

2 90% of the questions answered by the customer service staff are repetitive questions, which occupy a large number of customer service resources. They cannot provide professional, targeted and in-depth services to customers, which affects the customer experience.

3. The workload of customer service personnel cannot be assessed by effective data, which affects the enthusiasm of customer service personnel and increases the difficulty of customer service management.

4. The information of financial products is very complex and changeable, especially the data calculation. Customer service personnel are prone to make mistakes under high load, which greatly affects performance.

Use aikf love customer service intelligent customer service system to solve:

1 love customer service intelligent robot can realize 7 * 24-hour online, and keep Huajin online with customers at any time. During the peak period, there are robots to provide services, saving customers' waiting time.

2. AI customer service intelligent customer service system adopts the mechanism of combining intelligent robot and customer service seat. Intelligent robot answers repetitive questions and lets customer service personnel solve professional problems, which greatly transforms the work function of Huajin online customer service personnel and realizes the first step of transformation from customer service center to marketing center.

3. Love customer service intelligent customer service system provides multi-dimensional detailed reports, and makes detailed analysis from customer service efficiency, visitor analysis and other aspects, providing an important reference for Huajin online customer service KPI.

4 love customer service intelligent customer service system provides Huajin online with a huge knowledge base, which records Huajin online common questions into the knowledge base, ensuring that any customer service personnel can answer the same question accurately and consistently. Customer service personnel can save customers' waiting time and greatly improve the customer experience by quickly searching the knowledge base.

Summary:

After Huajin online adopts the intelligent customer service system of love customer service, it greatly improves the customer signing and transaction rate, and realizes the transformation from customer service center to marketing center. In the Internet finance industry, love customer service intelligent customer service system helps Huajin online build its core competitiveness.