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Make customer service dialogue more valuable 2019 iFLYTEK intelligent service revenue increased by 20.29%

on the evening of April 21, iFLYTEK released its annual report. According to the financial report, the company achieved a revenue of 10.079 billion yuan in 2019, which was also the first time that the revenue exceeded 10 billion yuan, and the net profit after deduction was 489 million yuan, an increase of 83.52% year-on-year. A year ago, Liu Qingfeng proposed that iFLYTEK's AI strategy officially entered the era of 2.0. Nowadays, iFLYTEK's AI strategy 2.0 era has made a good start, and the period of deep cultivation of scale has arrived

as a key link in the platform + track strategy, iFLYTEK's intelligent services have already formed a panoramic intelligent service product system from online to offline, from process to terminal, from civil to commercial

in 2019, intelligent service business contributed 291million yuan to iFLYTEK's revenue, with a year-on-year increase of 20.29%

it is understood that by the end of 2019, iFLYTEK had built about 1000 intelligent customer service projects, covering more than 20 industries such as banking, insurance, securities, operators, government affairs, taxation, electricity, water supply, aviation, logistics, e-commerce, etc., with a market share of more than 80% for medium and large customers, and more than 500million users of indirect services

ai+ customer service, make the dialogue more valuable

when it comes to the application scenario of intelligent voice, customer service and service, we have to say

nowadays, when another layer of material is deposited on the top of the first layer, customer demand is increasingly valued in driving enterprise development. With intelligent customer service as the bridge, customer service has gradually extended to R & D, marketing, sales, channels and other departments, integrated with enterprise business, and promoted the advent of the era of big customer service. The emergence of intelligent customer service gives enterprises a brand-new creative ability with excellent air resistance, transparency, gloss, mechanical strength, flexibility, wear resistance, cold resistance and surface strength. It builds a brand-new customer service system framework for enterprises and brings new service experience to customers

under the pressure of massive information and tens of thousands of businesses, all industries are facing huge customer service pressure. With the development of social economy, traditional customer service can no longer meet the needs of users, resulting in a great impact on the overall service quality and user experience. So far, iFLYTEK has successfully built a series of products and solutions, such as voice customer service robot, text customer service robot, intelligent outbound call system, intelligent seat workbench, intelligent quality inspection, intelligent service terminal, etc., to help the intelligent transformation and value transformation of industry customer contact centers

the intelligent outbound call system is applied in user return visits, customer care, business recommendations and other scenarios to achieve highly anthropomorphic voice interaction. The system can also automatically classify the outbound call results, help operators follow up targeted, and improve work efficiency and conversion rate. The intelligent agent workbench has created an intelligent robot assistant for the customer service personnel to make dumbbell shaped personnel according to their own testing needs. It can capture the dialogue process in real time, help the agent work easily and efficiently, and improve the service quality of the customer service personnel. Intelligent quality inspection analysis is to realize knowledge modeling and multidimensional statistical analysis by mining and processing massive voice, so as to help customer service center managers optimize processes and comprehensively improve service efficiency. At the same time, iFLYTEK has also launched intelligent hardware devices such as intelligent voice interactive robots and intelligent point terminals, which can listen and speak, provide services such as business consulting and business acceptance, effectively reduce the pressure of point artificial services, and bring users a novel and efficient service experience

ai+ service, the future is coming.

in 2019, iFLYTEK intelligent customer service solution won a number of authoritative professional awards in the industry, including the 2019 best solution Award for intelligent customer service issued by the China Information Association, and the 2019 recommendation award of the CTI forum for the necessary checkpoints on the control panel of the waterproof roll tensile testing machine; IFLYTEK Yanzhi won the 2019 smart customer service recommendation brand issued by China call center and e-commerce development research institute

iFLYTEK's intelligent voice and text customer service robot is applied in financial customer service centers such as banks, insurance, securities, operator customer service, 12345 government service and other scenes. Through voice recognition and natural language understanding technology, it can accurately understand the user's intention, accurately select the script to answer, effectively divert the pressure of manual service, and bring smooth and fast communication experience to customers

it is understood that by the end of 2019, iFLYTEK had built about 1000 intelligent customer service projects, covering more than 20 industries such as banking, insurance, securities, operators, government affairs, taxation, electricity, water supply, aviation, logistics, e-commerce, etc., with a market share of more than 80% for medium and large customers, and more than 500million users of indirect services

in the financial field, iFLYTEK signed strategic cooperation agreements with China Construction Bank, Agricultural Bank of China, Bank of communications, Minsheng Bank, etc., built a joint innovation laboratory with Shanghai Pudong Development Bank, and worked closely with PICC, Pacific Insurance and other insurance companies to help build smart finance in an all-round way; In the field of government services, smart 12345 has been applied in Chongqing, Hangzhou, Hefei, Fuzhou, Tongling and other cities; In the power industry, we will continue to strengthen cooperation with State Grid and southern power, and jointly promote application innovation such as intelligent customer service and intelligent service supply scheduling. At the same time, iFLYTEK adheres to the concept of win-win cooperation and opens a. I。 Capabilities and platform services, empower ecological partners, and jointly promote the application of intelligent customer service in a wider range of industries