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Tencent Real-Time Communication
    Documentation

    Intelligent Customer Service

    Last updated: 2024-09-26 11:10:29

      Scenario Description

      Intelligent voice customer service is a customer service system that uses artificial intelligence (AI) and Automatic Speech Recognition (ASR) technology to achieve automated interaction and problem-solving. Prior to the advent of AI large models, intelligent customer service primarily relied on natural language processing and machine learning algorithms to understand customers' intentions, and relied on predefined rules and knowledge bases to provide answers. With the development of Large Language Model (LLM), more and more intelligent customer services have integrated the capabilities of large models. LLM technology enables intelligent voice customer service to better understand the context of conversations, thus achieving coherent conversations.
      The introduction of Tencent Real-Time Communication (TRTC) technology brings real-time communication capabilities to intelligent voice customer service. This means that intelligent customer service can respond more quickly to customer needs, providing instant feedback and solutions. At the same time, TRTC also supports group calls, screen sharing, and other features, further enhancing the efficiency and quality of customer service.

      Scenario Requirements Description

      Scenario Classification
      Core Scenario
      Scenario Details
      Core Needs
      User
      Having conversations with intelligent customer service representatives
      Interact with intelligent customer service representatives through voice, text, images, and other methods, to solve specific problems.
      More natural conversation experience: Conversations with the intelligent customer service system are closer to natural human interaction, enabling real-time conversations.
      Personalized services: Users can access tailored service recommendations and solutions through intelligent customer service.
      Enterprise
      Integrating with intelligent customer service
      Ensure customer experience by enabling intelligent customer service to independently solve customers' problems.
      Customer experience: Enterprises still prioritize customer satisfaction, response speed, and call connection rate as the core performance metrics for their customer service teams. The LLM+intelligent customer service solution can further identify customers' intentions and generate natural, smooth responses to improve the quality and fluency of conversations.
      AI customer service
      Having conversations with customers
      Respond to customers' inquiries promptly and accurately, and assist in solving their problems.
      Multi-platform interaction supports integration with WeChat Mini Program, Android, iOS, Web, and other platforms, facilitating interoperability and reducing the cost of maintaining multiple platforms independently.
      Multilingual support: This is particularly useful for international business, enabling seamless language conversion between buyers and sellers using large models. For example, a buyer writes in English and a seller responds in Chinese, but both see conversations in their preferred language.

      Technical Solutions

      

      Core Features

      Feature
      AI Intelligent Customer Service Application
      Real-time audio interaction
      Streaming technology ensures the continuity and stability of voice and video data, reduces latency and jitter, and provides a high-quality experience close to human customer service calls. Users can have more natural conversations with the intelligent customer service system, similar to talking to a human customer service representative. This interactive experience can significantly improve user satisfaction.
      Speech-to-Text (STT)
      Using STT in intelligent customer service scenarios can improve the accuracy of ASR and emotion recognition. Historical conversation records and global context can be used to enhance the accuracy and semantic consistency of ASR.
      Multilingual support
      Intelligent voice customer service is used globally and needs to adapt to various languages and cross-cultural communications. Accurate STT recognition supports multiple languages, including English, Spanish, Japanese, Korean, Chinese and its 23 dialects, and 130 international languages.
      LLM
      LLM technology enables intelligent voice customer service to better understand the context of conversations, achieving coherent conversations. LLM can capture semantics and contextual information in conversations, recognize users' intentions, and link the content of the previous conversation with the current one.
      Interruption handling
      Users can interrupt AI's speech at any time to express their own thoughts and feelings. This interactive approach not only enhances the naturalness of conversations but also gives users a greater sense of control and engagement.
      Text-to-Speech (TTS)
      It only provides a channel and supports the integration of third-party TTS. By introducing personalized training data to a model or adjusting the model's parameters, it can generate voice output that meets specific requirements. Intelligent voice customer service can offer different voice styles based on user preferences or specific scenario needs.
      AI noise reduction
      Through advanced AI noise reduction technology, conversations can remain clear even in noisy environments, reducing speech interruptions or fuzziness caused by noise, thereby improving users' communication experience.
      Network jitter optimization
      Even under poor network conditions, conversational AI remains smooth, ensuring users receive stable customer service support in any environment.
      Multi-platform support
      Users can seamlessly run applications on multiple platforms such as WeChat Mini Program, iOS, Android, and Web, allowing them to initiate and participate in conversations anytime, anywhere. This greatly enhances the convenience and accessibility of intelligent customer service.

      Extended Features

      1. Add text, voice, and images for multimodal interaction in intelligent customer service scenarios.
      Multimodal interaction can provide a richer and more natural human-computer interaction experience. By combining text, images, audio, and other information modalities, AI intelligent customer service can better understand users' intentions, emotions, and needs, thereby providing more personalized and adaptive responses. We recommend using Chat for this scenario expansion. For details, see Chat Product Introduction.
      2. Interconnect with communication centers.
      Some customer service scenarios require a smooth transition from Real-Time Communication (RTC) to Session Initialization Protocol (SIP) lines, quickly establishing a customer contact platform that integrates telephones, online communication, and audio-video calls. We already have a solution for this. For details, see Cloud Contact Center Product Introduction.
      
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