"the original ai smart customer service told me to set up a home service tomorrow afternoon. As a result, 400 phone calls were suspended for three minutes, and the repairer of the sealine air conditioner contacted me, came to the door for 10 minutes, and in less than 20 minutes, the air conditioning cooling problem was completely resolved. It was really too fast!"
In recent days, an “oral letter of appreciation” from mr. Choi, a citizen, has been received by the cna. From “the afternoon” to “three-minute callback”, from “door-to-door” to “active speed-up” — a set of time-limited figures, a 20-minute after-sale service with an extremely closed loop, is a vivid microcosm of the belief that the core values of “user-centred” and “user-to-user” are being reshaped. User-to-user is moving from words to standards, from standards to actions, from actions to real experiences at every nuance of the post-sales service。
1124 rapid response, "quick, good, warm" sealine service commitment
On this occasion, the client, mr. Choi, was given an account of an engineer for the offshore air conditioner service, who had received an automatic dispatch notice from his "counterline" app at about 6 p. M. On 29 july. This is an automatic command from the smart dispatch list system when the ai smart client service completes the user information register. The system accurately matches the closest master to mr. Choi's home, based on the area of responsibility and real-time location. After the receipt, the soldier contacted the user at the first time, confirming the address and arrival time and arriving at the user's home in 10 minutes。
Air-conditioning engineers at sea
Upon arrival at the site, the soldiers operated strictly in accordance with the standardized overhaul process, first to detect air conditioners at wind vent temperature, and then to test the operation of 5-10 minutes of observation equipment, which soon showed signs of frost on the outdoors. He regulates high-altitude operations after wearing safety protection equipment, determines fluorine deficiency (freon) in air conditioners by means of pressure gauge precision tests, and locks out faults that result in refrigerant leakage due to fluorine valve screws. Once the problem has been identified, the unit replenishs the equipment with freon and tightens the loose valve screw to completely resolve the air conditioner cooling failure。
When the repairs were completed, he did not simply close down, but did conduct a full screening and cleaning of components such as wind turbines and filters in the air conditioners to ensure the stable operation of the user equipment。
In this service of the user, mr. Choi, the air crews of the air crew service actually completed door-to-door information confirmation within one minute, three minutes of engineer contact users, 10 minutes of door-to-door access, and 20 minutes of complete troubleshooting - each indicator is well above the 1124 standard for sea crew. This rate is not an example: currently, the country is able to respond within an average of one hour, and the installation of a warm-season air conditioner has been reduced from “three or five days” in previous years to “one day or the next”。
Day-to-day work of the marine air conditioning engineer
The air conditioner, which has been in the service of haisin for 20 years, has been used for each user's work since sale. At present, hae-shin has over 3,000 service providers throughout the country and a professional team of 27,000 service engineers. A large number of service providers who have taken root, like soldiers, have travelled to thousands of homes to transform the concept of “user-first” into a timely and professional home service。
“fast, good, warm” is a commitment to the sea faith service. In day-to-day services, hai-seun “quick” eliminates user waiting anxiety, sets the standard of 1124 ultra-speed response — a rapid entry within one minute, a proactive response to contact users within one hour, a door-to-door service within 12 hours and the completion of a failure closure ring within 24 hours; provides “good” professional delivery and “equipment and maintenance once”; and takes active “hot” care of users to conceal their needs and to act as exclusive life service housekeepers。
Ai smart client service upgrade, average daily service 1. 8 w
"although ai is listening, communication is normal and accurate." behind the user, mr. Choi, is the solidness of the ability of hyshin ai to serve intelligent customers. It's precisely the exact sorting and quick recording of ai's smart customer service that allows mr. Choi's maintenance manifest to enter the single channel at the moment when the phone is hung。
Today, at 40061111, the user dialed the sealine client hotline, which is no longer a mechanical question-and-answer and key-button navigation, but rather an “ai-smart passenger service” that understands natural language interaction and really solves user problems。
At present, the ai smart passenger service has 100 per cent coverage of the haishin national service hotline, with an average of 8. 7 w users on a full-link day in july. This is not only the first fully self-researched and commercial intelligence body within the hysin group, but also the first self-researched intelligent passenger service driven by the first full-chain model in the household electricity industry。
In day-to-day operations, the ai smart passenger service continues to sink after sale and can guide users to basic failure screening based on the knowledge base. When the system judges that a self-help screenout cannot solve a user problem, the ais client service proactively asks whether to accept the services of an engineer and, within one minute, completes the door-to-door information collection and confirmation, then synchronizes the user needs and screenout to the single system and automatically pushes them to the engineer's app end of his mobile phone. In the case of mr. Choi's services, just after he hung up the phone, master zheng received a dispatch order from the app。
At present, with the “one-time solution to user problems” as its core mission, the haishin ai smart passenger service has covered a number of scenarios such as installation consulting, maintenance queries, trouble counselling, commodity shopping, commodity presentations, etc. Sandboy spoke of making smart customer service more people-like and user-friendly through ai, breaking the stereotypes of users and reversing their exclusion from smart customer service on the one hand, and releasing more manual customer service to work in a more caring manner, driving the transformation of the overall manual passenger service business model to better enhance user experience at the client level on the other。
It's called "face to division" and the service engineer is at the door
“assisting on `user-centred', we are committed to focusing on the true pains of users, reshaping service processes, and improving operational efficiency, so that consumers can truly feel the substantial improvement of sea-faith services and build the core competitiveness of sea-belief differential services by regulating, training, landing, and leveraging each service line.” the minister of commerce and industry of the centre for the delivery of naval users shared the route with li。
When it comes to how service engineers are able to respond quickly to users, li is saying that this is inextricably linked to this year's focus on the “front to division” project. He mentioned that, in order to completely cut down the traditional “400 hotline-headquarters-regional-intelligence-engineer” multiple layers of manual transit links, hae-shin focused this year on the “front-to-teacher” core innovation project, with a major focus on “front-to-teacher”。
Starting at the end of february of this year, hyshin undertook a comprehensive upgrade of the electronic map of the entire hcrm system (haisan customer relationship management system). The system is based on smart algorithms, which provide a single key to the engineer's terminal according to a precision list of the engineer's area of responsibility, on-duty status, workload, distance, etc. On 30 june, the offline service provider information clerk was re-hatted, further compressing the length of the flow and streamlining the service chain to address the root causes of delays in the processing of work orders, distortions and cumbersome points. — the soldier master can come to the door for 10 minutes, precisely because the system recognizes him in the service grid of mr. Choi's community。
The key to reshaping the concept of “user-first” is not just to respond quickly, but to solve problems once and for all. To this end, on 29 june, hae-shin went online with the “ai service staff” tool of engineer app, which, relying on real-time failure data from iot equipment and historical hcrm maintenance records, provided the engineer with a failure diagnosis rapid location failure, amounting to an ai-aided “follower” for decision-making for every visiting service engineer。
The quality of this 20-minute, extremely closed cycle is based on solid technological build-up and active service base for 20 years of deep-croping by sea-based air-conditioning engineers, and on a hard-core support system for the sea-mail suite: a new-term, sophisticated pre-diagnostic service for ai clients, an advance judgement for the ais staff officer, a "direct-to-teach" digital digitized model compressed flow-routing link, and 1124 high-speed service standard anchoring time limits, multiple superstitions, resulting in rapid failure studies, accurate disposal, and one solution。
According to zhou guohong, minister of administration, the service case of mr. Choi is a true microcosm of his commitment to upgrading and optimizing the user experience. They will then continue to “user-centred” to reshape the core values of “user-to-user” and to provide consumers with more efficient, professional and warmer experiences of home-based services. “the next important goal is to increase the number of high-quality service cases such as mr. Choi's extremely closed loop.”
