The reporter learned on October 15 that the latest data from the Ministry of Industry and Information Technology shows that the manual customer service of the three major operators " one-click access " has served more than 35 million elderly people this year. After the launch of the short film "The Connection of Love" produced by Beijing Telecom, the related Weibo topic #Chongyang Festival to Get Dad Back # and #Beijing Old Man Mistakenly Treat Customer Service as a Son# The total reading volume approached the 70 million mark, once rushing to the second place in the Weibo city list.
Starring Wang Haocheng and Wang Cheng, this elderly-aiding film is based on the customer service department of Beijing Telecom and related real people and real events as the background. After the film's debut, actors Zhao Yi, Wang Haocheng, An Wei Aya, Ye Xinchen, Yu Yan, singer Gui Yumeng and many other star artists have sent or forwarded the content of the short film directly.
The film tells the story of the unfortunate death of the protagonist Xiaonan's mother due to an accident, and the father, who is a doctor, did not show up in time for work, and the father and son gradually became estranged. When Xiaonan grew up, she also aspired to become a doctor because of the loss of her mother. On the front line of the anti-epidemic, he received a call from the customer service department of Beijing Telecom and learned that his father was unwell, and had already regarded a customer service staff member of The "Honorable Chief" team of Beijing Telecom as his son, and had been talking and talking to him...
In fact, China is focusing on solving the communication problems of the silver-haired people. Last year, the State Council issued the Implementation Plan on Effectively Solving the Difficulties of the Elderly in Using Intelligent Technology. Beijing Telecom took the lead in Beijing to launch a "special chair for the elderly" artificial customer service, 65 years old and older users dial the 10,000 number, without transfer can directly go to the manual customer service, and solve the relevant problems of the elders. In the process of service, there are also many stories that are both heartwarming and touching like in the film.
The reporter also learned from the Ministry of Industry and Information Technology that the Ministry of Industry and Information Technology recently clearly proposed that it will establish an operating business process suitable for aging. The Ministry of Industry and Information Technology has organized operators to hold more than 13,000 mobile phone classes and other activities in the offline business hall, providing services such as application counseling and exclusive explanations for the elderly, and "hand in hand" to teach the elderly to use intelligent technology to help the elderly enjoy digital life.
The Ministry of Industry and Information Technology also said that it has clearly required operators to set up "love channels" and "seats for the elderly" in offline business halls. At present, the elderly enter the offline business hall of 3 operators, can be guided by special personnel, take the "love channel", enter the "elderly seat", enjoy the "face-to-face" service, without queuing, and have served more than one million elderly people this year.
Under the guidance of the Ministry of Industry and Information Technology, the operator's "one-click access to manual customer service" function has also been fully launched. At present, the elderly over 65 years old call the manual customer service telephones of 3 operators, without going through complex voice prompts and digital selection and other operational links, which can realize "one-click access" manual customer service, and have served more than 35 million elderly people this year.
Image source: Ministry of Industry and Information Technology, Beijing Telecom