© 2018 TM Forum | 1

Senior Analyst, ZTEsoft

Taimoor Khizer

ZSmart uTalk -

Intelligent Customer Service Solution

© 2018 TM Forum | 2

• One of the few areas business can differentiate themselves from competitors is on customer service.

• Companies spend millions each year in trying to resolve poor customer service.

– AI can research the database of information more efficiently and provide prompts to agents to help them resolve queries more efficiently.

– AI technology that has a level of emotional intelligence able to adapt according to how the customer interacts.

– Natural Language Processing. In other words, on understanding the meaning behind what someone is asking and not just looking at the words used, using context and natural language processing.

Is AI the Future of Customer Service

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AI Technology is Changing Customer Service Domain

Traditional Customer Service Intelligent Customer Service

Lots of manpower investment,repeated questions

24/7 online Robot handle repeated issues

Recognize customer request intelligentlyMultiple times key press beforeservice

Different service experience

Same service flow

Agent assistant technology with less training

Personalized service based on customer image

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uTalk - Intelligent Customer Service Solution, Powered by Alibaba

Case Mgmt.

Self Service

Intelligent Robot

Manual Service

Agent Desktop (Web + Mobile APP)

Mobile App

Web Chat

Facebook

Twitter

WeChat

Weibo

Call

SMS

Email

Customer Contact Channels

uTalk Modules 3rd Party IT System

CRM

Billing

Marketing Campaign

Customer Retention

AI modules of Alibaba

BusinessIntegrationFramework

Channel Adapter

Chat Robot ASR

Voiceprint Recognition

Intelligent QualityTTS

Face IDIntelligentPromotion

Emotion Recognition

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Main Features

Omni-channel interaction

Unifieddesktop

Agent desktop (Web + APP)

Intelligentoutbound

Intelligent assessment &

inspection

Intelligent robot

Intelligent order system

Pre-integrated framework

Cloud-based multi tenancy

Intelligent agent assistance

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• AliMe is an IHCI (Intelligent Human-Computer

Interaction)

• Developed to provide shopping guide and assistance

for e-commerce.

• During 2017’s 11.11. shopping festival* AliMe

successfully responded to 9.04 Million Queries.

• Accounted nearly 95% of customer services rendered

by Alibaba’s e-commerce platform.

Intelligent Service Robot (AliMe Bot)

* $25.3 Billion - Gross Merchandise Volume812 Million - Orders325,000 - Orders Per Second265,000 - Transactions Per Second

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Intelligent Service Robot

24/7 online, saving 80% customer service cost.

Service NavigationHelp customers to obtain accurate answers by hierarchical guide to improve user experience

Man-Machine CooperationSeamless switching between robot and manual service

Knowledge ManagementPreset industry common knowledge, support import and export enterprise knowledge base

Deep LearningAdvanced AI technology enables automatic learning and enhances service capabilities

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Intelligent Voice Navigation

Choose Language

Main Menu

Broadband Service

Mobile Service IPTV Service

Set Chinese Set English

Query Balance

Customer Connected

Press 1 Press 2

Press 1 Press 2 Press 3

***Press *

Query Bill Complaint …Manual Service

Press 1 Press 2 Press 3 Press * Press 0

Customer Connected

Welcome Message

Bro

adb

and

Failu

re Rep

ort

Qu

ery B

alance

Qu

ery Bill

Qu

ery Usage

Co

mp

laint

Man

ual

Service

Bro

adb

and

A

ctivation

IPTV

Issue

……

Traditional Voice Navigation• Multiple layer menus, multiple times key press• Listen then press, more patience• Limited service options, may not find correct service

Intelligent Voice Navigation• Flat menus, one time voice input• Directly share your request, more efficient• Unlimited service options, easily expanded

Please tell us which service you want

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Omni-Channel Access

Customer CentricService is available wherever

customer is

Fast Channel AdaptationQuickly Build service platform with

pre-integrated service channels

Flexible Choice of ChannelsSelect favorite channels

as customer wish

Call

Mobile APPEmail

Facebook SMS

Twitter

Web

WeChat

Weibo

uTalk

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Omni channel Self-Service

• Configure self-service menu templates quickly based on built-

in service items, and adapt to customer contact channels

• Atomic services, basic self-service functions can be reused

for different self-service templates

• Flexible self-service templates can be reused for different

customer contact channels

• Provide personalized self-services targeted to different

channels

Self Service

Atomic servicesTemplate A

network inquiry

contract handset inquiry

balance inquiry

bill inquiry

family number modification

password settings

package balance inquiry

complaints & suggestions

manual services

……

Business Consulting

Order Acceptance Process

Template C

Order Acceptance Process

Manual Services

Template B

Business Consulting

Manual

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Unified Agent Desktop & Mobile Agent

Unified Agent Desktop• Centralized Agent desktop for Multi-channels• Handle various customer requests• Automatically display customer information

Mobile Agent• Serve customers anytime • Mobile office anywhere• Mobile and PC seamless switching anytime

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Intelligent service engine, enhance service skill with less training

Intelligent Agent Assistant

Business Enhancement• Recommend product and service based on consult content • Guide agent positioning fault step by step for various types• Hint agent to change marketing strategy based on customer

feedback

Service Enhancement• Customer emotion recognition, prompt agent change

service policy accordingly.• Man-Machine seamless switching

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Intelligent Service Robot as engine, using ASR and TTS to realize automatic outbound.

Intelligent Outbound Capability

AI E

ng

ine

ASR

TTS

NLP

Intention Recognition

Emotion Recognition

Outbound Task

Customer Feedback

Automatic Outbound

Dialogue Mgmt.

12

3 4

OutputText

InputText

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Intelligent Service Robot cooperates with ASR and TTS technology, realize automatic outbound calling

Intelligent Outbound Capability

Execution TimeSet execution period, avoid holidays and rest time period

Task DefinitionUser-defined task content, and follow up steps based on customer feedback

Customer ListSupport customer segment or import customers as target customer group

Multiple WavesCross-channel multiple waves, Interactive execution, better customer experience

Monitor & AnalysisMonitor processing and generate feedback analysis

Outbound

Project

Execution

Time

Task

Definition

Customer

ListMultiple

Waves

Monitor

&

Analysis

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➢ Support multi-tenants and tenant management

and commission management

➢ Encourage distributors to develop their own

subordinate tenants through flexible system

configuration.

Multi-Tenancy Mode & Distribution Management

uTalk

DistributorsEnterprise

customers

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Knowledge Base

Pre-integrationIntegrate in agent desktop for convenient use

Dedicated Document LibraryCreate personalized document library for each agent and teams to provide flexible configuration permission and document management

Knowledge SharingAgents share knowledge with one another

Full-text SearchingPrecise searching through knowledge items and maximize knowledge base resources

Document TagCustomize knowledge directories, document labels; set management documents, and effectively manage knowledge documents

Training ExaminationProvide training materials and organize online skills test

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Monitoring & Inspection

Real-time Monitoring Intelligent Assessment & Inspection Statistical Analysis

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Key Value

Better

Experience

Higher Efficiency Lower Cost

• Cross-channel consistent experience

• Popular Social medial and Mobile Appchannel

• Ticket processing SLA based on customer grade

• Personalized outbound channel and timeperiod

• Agent help script and integrated KBS,more professional service

• Unified agent desktop, one-stopexperience

• Drag-and-drop based IVR flowdesigner

• Automatic trouble ticket dispatch,transfer, notification

• Integrated KBS, improve first callresolution

• Intelligent report, analyze andgenerate suggestions for Improvement

• Intelligent robot, reduce HR

• User-defined self service menu basedon flexible capability

• Unified routing for multi-channels,improve agent utilization

• Easily expand additional channel

• KBS and help script, reduce trainingcost

© 2018 TM Forum | 19© 2018 TM Forum | 19

THANKS