China Academy of Information and Communications Technology and Ronglian Cloud Released "Research Report on Intelligent Technology and Application of Customer Service Center"

Source: Institute of Cloud Computing and Big Data, China Academy of Information and Communications Technology and Beijing Ronglian Yitong Information Technology Co., Ltd

In recent years, the customer service center has ushered in important development opportunities in terms of policy guidance, demand pull and technical support. In terms of policies, a number of policy documents such as the Implementation Plan for Promoting the Action of "Using Data to Empower Wisdom on the Cloud" to Cultivate New Economic Development point out that to accelerate the digitalization process of enterprises, customer service centers, as key departments inside and outside service enterprises, will take the lead in obtaining transformation dividends. In terms of demand, the improvement of customer service quality and the cost reduction and efficiency increase of enterprise demand constitute the external and internal requirements of the intelligent customer service center, respectively. In terms of technology, the increasing maturity of technologies such as artificial intelligence and 5G has provided a solid foundation for the functional transformation, form transformation, product transformation, scene transformation and service optimization of the customer service center.

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