The 11th Best Customer Relation Center and the Best Customer Experience Award Ceremony and the International Summit is held in Zibo, Shandong on October 29th。 This Award Ceremony is comparable as the Industrial Olympics。Jointly hosted by call center, PC Industry Info Web and Zibo Government。 SUNNY SERVICE was invited to this Summit and Zaifeng Lv, CEO of SUNNY SERVICE attended and made a speech on “Age of Intelligence – Empowerment of Smart Service”。
Zaifeng started with the booming of SIoT, with over trillion dollars industrial-scale demanded from more and more smart and connected devices since 2017, SIoT has become an emerging industry. However, almost 73% are still SIoT start-ups and are restricted by service capabilities. SUNNY SERVICE is devoted to provide professional service to these enterprises and empower them in a smarter way.
The extensive service experience convinced Zaifeng that quick response and fast resolution is the core demand for customers. Two difficulties are to work out complicated issues with high quality and efficiently resolve simple issues.
SUNNY SERVICE satisfies both demands. In the past twenty years, SUNNY establishes its own professional service system and engineer resources on Lenovo’s endorsement, provides outstanding supports in the fields of PC related, after-sales service, IT and outsourcing which explains its capabilities to work with SIoT firms.
Speak of SUNNY’s competitive advantage, Zaifeng believes that intelligent service makes life smarter and more comprehensive。 SUNNY establishes country wise network coverage, growing AI applications, smart repairs and machine learning based on resources from Lenovo and its 16 years’ professional IT service system。
Countrywide Network Coverage
First, Zaifeng stated that our countrywide network coverage is one of SUNNY’s competitive advantage. By utilizing Lenovo’s resources, SUNNY has on-site service delivery over the country, comprehensive repair & maintenance system, the largest COPC full score certified support center in Asia, as well as parts logistics system. The entire service hierarchy owns over 2,400 service sites, more than 10,000 engineers and 3 contact centers in Beijing, Wuxi and Hefei with over 1,200 hotline engineers and 1,400 hotlines. Zaifeng believes that full coverage network is the foundation and key point to service intelligence which makes connection between online & offline comes true.
The success use of AI in call center comes to the next topic.
Till this year, AI Robot’s Comprehension Rate has reached 92.1% whereas RR (Resolution Rate) hits 52.7% without any manual intervention. The volume of business undertaken by AI Robots are gradually growing and significantly occupies over 50% which is an impressive manual savings.
On the other side, customer feedback data are collected through various social networks, such as Weibo, WeChat, BBS and FaceBook etc. by data acquisition. Each type of issues can be targeted and segmented either case-by-case or in common scenario in such way, which helps SUNNY to prepare for solutions actively.
Over the years of repair and service experience persuaded Zaifeng that cost control is an important point other than customer satisfaction。 He thinks that replacing unnecessary parts for customers in order to gain more profit is resulted due to the outside environment。 By using of smart repair tools, SUNNY is able to provide better solutions and work out plans to largely reduce hardware costs and effectively reduce failure rate, customer satisfaction can be improved as a result。
It is obvious to see the result of smart repair。 In the past, hardware repair heavily relies on engineer’s skill & knowledge whereas AI can nowadays consolidate and learn these knowledge, then to guarantee the result based on big data analysis。 This is a huge improvement to the service process compare to manual repairs。
In addition, SUNNY is also applying very hard on practicing machine learning. Machine learning can stifle complains in the cradle as the warning system is established by machine learning, according to Zaifeng, if we are able to determine the the type of customer’s complain even at the moment when we pick up the phone, manually intervene to comfort customer’s discontent in 5 minutes, our overall satisfaction will sure be improved with no doubt.
This is the warning mechanism applied as smart service in contact center which means significantly to service industry. Manual intervention was started with complaints in the past, but now SUNNY can access to customer’s real time reaction by using voice-text conversion, user emotional recognition technology to quickly intervene when complaint rate exceeds a certain reset level. This would be great help of improving resolution rate and customer satisfaction.
XBB, SUNNY’s professional service brand is now gradually empowering intelligent service for enterprises based on Lenovo’s resources and its perfect serviceability.
SUNNY has a full set of Service Offering and can be completed within a month for SIoT enterprises’ requirements. The outstanding performance that SUNNY provided to Loock and Seewo has won unanimous praise and further cooperate opportunities in the industry.
In the last, Zaifeng put forward the prospect on SUNNY SERVICE as in this generation, “in the past 20 years, we aspire life-technology. This time, SUNNY will move forward to a smarter life.” SUNNY is fully prepared and capable of service empowerment to our clients and willing to work with more and more hardware companies!