The white-collar Xiao Zhang, who loves science fiction, has always had an illusion, and feels that the "robot era" in the novel has arrived. This illusion comes from the online travel platform that is currently being used to plan overseas travel. He clearly remembers that the "Robot Age" preface reads: "Like ATMs have changed banking, computers have occupied homes and workplaces, robots and artificial intelligence will have a huge impact in the next decade." The experience of using the online travel platform makes him feel stronger and stronger.
Automated voice notification instead of manual customer service
When I was planning a trip to Bali last time, because of the complexity of the trip and some unexpected situations, Xiao Zhang did not deal with customer service. In his impression, most of the customer service sisters were enthusiastic, but there were also a few nervous ones. A lot of problems were solved smoothly, but one time, because the customer service provided the wrong information, he was furious. At the time of the booking, he found that many manual services were replaced by the system, but this did not make him feel uncomfortable. After the flight ticket status changed, Xiao Zhang received an automatic voice notification and asked him to press the button to confirm. When there was another refund, it was also automatically voiced to let him know.
"This can save a lot of people, and it is faster." Xiao Zhang thinks that he thinks that his company's large number of customer service sisters are squeezing in a tight office and making phone calls, constantly improving the communication between the voice and the customer. Feel that advances in technology may make your work environment less awkward and more quiet.
Progress in science and technology, liberating manpower and improving efficiency
When any service platform reaches a high-speed expansion period, the cost tends to rise sharply and the efficiency begins to decline. Especially obvious is the online travel industry, because the various supply chains involved in the online travel industry are not really in their own hands, such as aviation, railways, scenic spots, hotels, etc., and tourism behavior is affected by the season, climate and even politics. Affected by many factors, seasonal fluctuations are also large, and service costs are the highest in all industries.
The operators of the online travel platform feel very strong about this. "The probability that the user's scheduled service on the platform encounters an abnormal situation is much higher than that of the e-commerce purchase. At that time, it was manually processed. We have a lot of customer service personnel who are dedicated to the background. Once the abnormal documents come, we must immediately contact the user. Get in touch and let the user handle it. For important operations, we also need to manually check with the customer, the workload is very large, standard human-intensive service."
Later, this online travel platform used the voice notification system provided by Ronglian Cloud Communication to replace some of the standardized manual customer service work. After the system was put on, the effect was immediate, and the after-sales department of the company saved 50% of the labor cost. Often, as the number of customers and orders increases, the labor cost is rising proportionally. The related training management costs are rising, but the quality is reduced, and the system does not exist at all.
Compared with the manual service, the system's service is not only low cost, no training, more stable service, faster, and does not affect the quality and speed of the service because of the person's own emotions and status. The system will be in the process of flight cancellation, flight delay, ticket refund, airline ticket change, flight consolidation, ticket rescheduling, starting check-in, starting boarding, flight changes caused by airline reasons, etc. Dial the user's mobile phone in the first time, let the user know in the first time, and have more time to make their own decisions.
The progress brought by technology is often intuitive to us. Xiao Zhang may be somewhat subjective to the arrival of the "robot era", but it is indeed enjoying the convenience and efficiency brought about by scientific and technological progress, and hopes that voice notification will become the era of automation. A beginning.
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