"AI-powered customer service interactions will grow by 400% by 2025."
——Gartner
"70% of businesses report an increase in customer satisfaction scores after implementing an AI-driven customer service platform."
– McKinsey
In the view of the person in charge of the AI Center of Meiqia, in the next few years, AI will change from an auxiliary role to an important driver for enterprises, and AI will penetrate into all aspects of customer service, from customer reach, communication and interaction to after-sales service, to achieve full-scenario empowerment.
From human services to chatbots/chatbots to AI agents/agents. The customer service form continues to evolve with the development of technology, and the customer service AI agent is the result of the blowout development of large models, which can perfectly balance the advantages of human service and chatbots, and more accurately understand customer intentions, analyze emotions, and take into account the efficiency of automation.
LLM大模型? AI Agent 智能体?
The ultimate weapon for enterprise omnichannel customer service?
"LLM Large Model", "AI Agent" Some customers will be confused by these endless technical concepts, what is the difference between the two? How exactly do they serve us?
If AI can work for us as a superhuman, then the LLM will be the "brain" responsible for "thinking", and the AI Agent will be the "body" of the LLM interacting with the human world, responsible for perception and action, and at the same time provide LLM with rich background information to help the LLM better understand the user's intent and make more accurate and personalized responses.
Since the establishment of the AI Research Center, Meiqia has been committed to developing a powerful, easy-to-use and evolvable customer service AI Agent with the goal of empowering business growth, dismantling the enterprise's omni-channel, multi-scenario, global marketing and service landing needs into a technology panoramic map.
Today, the capabilities of AI Agent 1.0 are constantly evolving, and they have also shown results in actual business scenarios.
Meiqia AI Agent 1.0 is omni-channel, multi-scenario, and seamless access
In the face of the development of large model technology in full swing, the Meiqia AI team kept a close eye and followed up, for OpenAI's latest large language model GPT-o1, the Meiqia team did a GOT analysis for the first time, in the customer service scenario, GPT-o1 is much more powerful than other similar models, and the Prompt threshold is lower, and it is easier to use. Through a large number of case tests, we see the great potential of AI in the field of customer service.
At present, Meiqia AI Agent can realize enterprise omni-channel, multi-type business scenario access, text AI chatbot, language AI chatbot; Web client, client; Pre-sales line, after-sales support, comprehensive coverage.
All channels and application scenarios share a knowledge base, which does not need to be configured separately according to the channel, and is updated in one place and synchronized globally, without increasing the operational burden and ensuring the consistency of all business information.
Textual AI
In the text AI scenario, Meiqia's full line of AI customer service products currently supports access to OpenAI, qwen, Doubao, Deepseek, Kimi and other models, facing different customer service business scenarios, combined with the characteristics and advantages of different models, the Meiqia team will match different large models for collaborative processing.
Speech AI
In the speech AI scenario, Meiqia has been connected to the technical solution based on ASR + LLM + TTS, and at the same time integrated the RAG knowledge base retrieval capability, which has been implemented in multiple vertical scenarios.
Meiqia AI Agent 1.0
Intelligent and automated online customer acquisition & service
Pre-sales reception, lead conversion, and online customer acquisition are the first needs of enterprise development, and Meiqia AI Agent 1.0 already has a complete online customer acquisition capability model, realizing an effective balance between response automation and recommendation personalization.
Intention recognition, sentiment analysis, and precise response
In terms of underlying technology, Meiqia AI Agent uses RAG retrieval enhancement generation technology, intelligent and flexible configuration of recall thresholds, and model adversarial scene training to further improve the accuracy of AI responses.
In addition, Meiqia AI Agent introduced the sentiment analysis function in version 1.0 to detect the user's sentiment result value in real time and adopt corresponding processing actions. Simply turn on the AI Sentiment Detection Button, and the AI will evaluate the user's emotional state in the conversation with the smallest granularity of a single conversation in the marketing bot. When the emotion detection result is negative, a reassuring speech is generated and automatically pushed to the user. Meiqia AI Agent 1.0 not only completes the task, but also provides warm services.
At the same time, Meiqia AI Agent has a real-time signal response mechanism. When a customer releases an obvious abnormal signal, such as a sudden change in the emotional color of the text language, or a sudden change in the tone of voice in the speech scene, the AI agent will automatically trigger manual intervention based on the urgency of the signal.
The "Dialogue Quality Check" function will also be launched in the near future, and the multi-dimensional quality inspection data will be fed back to the AI Agent, which will improve its problem handling ability to a new level.
It is the goal of Meiqia to let customers feel that they can enjoy the intelligent service of the robot, but do not feel the existence of the "machine".
Obtain online speech generation and personalized marketing
Meiqia AI Agent conducts deep learning on enterprise knowledge base data, and automatically generates high-quality intelligent questioning and reply words, clue acquisition words, and secondary marketing words based on the semantic understanding and user interaction data of the knowledge base.
Based on semantic understanding and intent recognition capabilities, Meiqia AI Agent can automatically configure speech execution nodes, reducing the number of nodes by 70% compared with the original marketing robot, enhancing the visualization of the operation process and greatly improving the operation efficiency.
In the lead acquisition stage, Meiqia AI Agent 1.0 is more accurate in identifying marketing keywords, such as obvious purchase intent words, phone numbers in different formats, accurate recognition of responses, or transfer to manual services at the right time.
"According to the feedback from trial enterprises, after accessing AI, the pre-sales line acquisition rate has shown a significant upward trend."
Intelligent routing, collaborative efficiency improvement
According to the customer's question type, historical interaction records and other information, Meiqia AI Agent can accurately match the corresponding speech for consultation, and will automatically trigger the transfer of manual customer service in complex tasks and special problem scenarios, providing relevant contextual information to help human customer service quickly understand customer needs, smooth connection, improve service efficiency, and ensure service experience.
The above is the AI Agent capability layer. In Meiqia's understanding, AI Agent can be embodied as an intelligent "cowoker" in different business scenarios, a customer acquisition and service all-rounder.
This is the Meiqia AI employee
At present, it is active in the new media marketing and overseas marketing scenarios of enterprises.
AI Employee X Overseas Marketing: Omni-channel, cross-time zone, multi-language overseas marketing & service
In the enterprise overseas service, Meiqia provides AI-driven social customer service solutions, a platform that aggregates multiple channels such as Livechat, Email, Whatsapp, Facebook, Instagram Line, Telegram, etc., to help enterprises easily cross language, time zone, and multi-channel management barriers in overseas marketing, and help enterprises grow their global business.
Among them, AI employees can customize service goals based on AI personas, 7X24h online, fast and accurate response, and realize automated marketing customer acquisition and customer service support.
The future of Meiqia AI Agent
Will serve, understand marketing,
Empowering business growth with AI technology,
Focus on the customer journey
"Unify data across channels to create a single, cohesive view of each customer. Based on historical data across all customer touchpoints, we provide customers with a seamless service experience across all channels and scenarios. ”
This is the ultimate goal of Meiqia AI Agent to empower enterprise marketing and services.
In the next stage, the direction of the evolution of large model technology expected by Meiqia is consistent with the industry's expectations - the emergence of commercial voice hybrid multi-modal large models, and it is believed that the evolution of technology will bring a subversive experience to voice AI scenarios and all-round customer service.
Let's look forward to the next version of Meiqia AI Agent.