China Mengniu Dairy Company Limited, the country's second largest dairy producer, is a pioneer in digital transformation. It has promoted the use of a complete Office Automation (OA) system and has served 15,000 administrative staff. However, employees often need to call and ask about common problems encountered during use of the OA system, for example, how to access the cloud disk and what to do when they forget their password. The customer service team supporting the internal OA system often does not bother to reply. They are too busy. The problems encountered by the customer service team are very typical. The influx of added complexities is bound to have a huge burden on the normal operation of the customer service team.
Breaking through this dilemma to help Mengniu improve office efficiency, and achieve their ultimate goal of enterprise digital transformation is particularly important. HUAWEI CLOUD technical experts provide this breakthrough.
The HUAWEI CLOUD Question Answering Bot (QABot) is provided to answer employees' repeated questions instead of having customer service personnel manually answer every one. When a complex problem occurs, and the robot cannot answer the question, customer service takes over and answers the question.
Improve the efficiency of internal OA system customer service personnel.
The interface for building an intelligent question and answer bot
Quickly Building a Smart Question and Answer Robot
On the HUAWEI CLOUD console, you can buy a question and answer bot, import a knowledge base, and select a model.
One-Click Expansion of the Customer Service Bot Team
The customer service team often faces two pain points: 1. How do we train new employees faster? 2. How do we handle surges in customer service requirements caused by emergencies. Fortunately, HUAWEI CLOUD's conversational customer service bot solves these two pain points perfectly.
The bot shortens the time required to train new employees in Mengniu's internal OA customer service team from weeks and even months to just a few minutes.
The internal OA customer service team of Mengniu can increase the number of customer service agents in just a few clicks to immediately respond to increasing requirements. More importantly, an expanded bot has the same capabilities as existing customer service bots. You do not need to provide training or set a probationary period.
Problems related to the automatic correlation of search keywords
Allowing 15,000 Administrative Personnel in Mengniu to Work Efficiently
· The bot is online 24/7. It can answer users' questions at any time.
· The HUAWEI CLOUD bot also provides a function providing prompts for problems to help employees find the answer to the question as fast as possible. For example, when you enter “bill”, problems related to bills will be displayed. When a question cannot be answered, the question is seamlessly transferred to the customer service personnel. The investment in repetitive work is reduced, allowing Mengniu to focus more on key business.
Taking Digital Transformation to the Next Level by Accumulating Data and Knowledge
Automatic discovery of unsolved problems
The robot summarizes common problems.
· The Conversational Bot Service (CBS) provided by HUAWEI CLOUD supports automatic discovery of unsolved problems, assisting staff in continuously improving the knowledge base.
· The console provides operation statistics. The bot summarizes common issues and independently learns and optimizes the algorithm model.
· In the long run, the bot can help Mengniu complete a collection of knowledge and statistics about the OA system, and realize the intelligent upgrade of digital transformation.
Cooperation on the HUAWEI CLOUD & Mengniu intelligent question and answer bot project is undoubtedly a success. Through the power of artificial intelligence, the customer service team is released from heavy overtime work so that they can put effective energy into more valuable work. HUAWEI CLOUD's continuous innovation and development in the field of artificial intelligence will not stop. It is an inexhaustible driving force for HUAWEI CLOUD to take digital transformation to the next level.
