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[Partner] small i robot together with China Mobile to build a "hard core" business brain

Date: 2019-10-31
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Note: small i robot system Paradise Valley invested enterprises

Recently, sponsored by the Hong Kong Techtronic Development Association '2019 (first session) Bay Area Guangdong, Hong Kong Information Technology Progress Award' held in Hong Kong. From small i robot and China Mobile Hong Kong Ltd. jointly build the 'business brain - atomic Knowledge' won the 'Excellence Award.'

China Mobile Hong Kong Ltd. Enterprise brain - atomic Knowledge won the 'Excellence Award'

With the rapid growth of users and frequency of service, the amount of data soaring intelligent customer service system, the vast amounts of data and knowledge management more scientific and use it to feed on customer service and business management to become the new direction of the enterprise customer service management . As the company's core 'business brain' Knowledge is atomized in a unified management platform, the knowledge points split form FAQ form, more conducive to knowledge management and search user points.

From small i robot and China Mobile Hong Kong Ltd. jointly build the atomic knowledge base, not only is the core of the brain, is the core foundation of business intelligence application extensions. The award-winning 'atomization knowledge base' in the knowledge management platform for the traditional knowledge of the existence of a single structure, the search is not comprehensive, and poor learning and growth issues to achieve a breakthrough pain points to user needs as the starting point, the use of advanced technology framework as a support, we have created a better user experience, high growth and scalability and other features of the hard core of atomic knowledge base.

A hard-core function: a good record

Communications operators all the time will produce large amounts of communication data, for example, many information call records, SMS records, third-party service charges and so on. Such a huge amount of data, in addition to meet the user's query and display real-time, we also need to have regular periodic data analysis and processing, which caused a huge challenge to the background knowledge of the customer service system entry. Knowledge atomization while supporting batch data entry form, can also add a single entry to a specified grade knowledge, the liberation of duplication of effort can make knowledge more convenient entry; along with full channel management function of the Web side, the phone side, also It allows customer service system of knowledge management more perfect.

Hard-core functions II: easy to use

On-line atomic knowledge base, so that agents can interact more user-friendly, user-friendly personal needs and habits of a custom home screen arrangement, according to do; at the same time in terms of content management, directory click seats during navigation, knowledge base can provide atomization content structured, semi-structured and unstructured feedback, flexible combination between knowledge and knowledge, rapid retrieval, allowing agents to work more efficiently;

Hard-core functions Three: Good search

China Mobile Hong Kong Ltd. to provide technical support small i robot, in the early years of commercial practice to achieve the ability to support complex communication in a variety of scenarios. Knowledge Search China Mobile Hong Kong Ltd. atomic knowledge base, on a search engine based on natural language processing, but also increases the multi-dimensional filter search full-text search engine, to achieve semantic analysis, spelling correction, intelligent sorting functions allow knowledge retrieval more rapid, accurate technology, and comprehensive.

Atomization knowledge base not only as a practical tool for front-line agents, improve customer service management, and knowledge-based atomic architecture as the core of knowledge to build the knowledge base also enables open sharing of knowledge, new employee training, cross-sectoral in communication and other aspects play an active role. Future, small i robot will continue to work China Mobile Hong Kong Company, through continuous upgrading of atomic knowledge base, realize the unified management of multi-channel customer service system.

 (Reprinted from: small i robot market information)

Partners: 2017, Paradise Valley investment of 130 million yuan by PE-based Jinxiang Zhi Zhen Smart (small i robot), helping the company to develop new products and new technology.

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