With the rapid advance of the new wave of technology, a no-smoke technology revolution is advancing rapidly in the operator market. As a huge installation and maintenance group of operators, they are not only the closest entity service channel to customers, but also play a unique role in the wide market game for operators. In the current business operation process, the traditional reliance on labor, experience and poor communication between the front and back ends have become the bottleneck for operators to reduce costs and increase efficiency. How to break the shackles of the traditional mode and build an intelligent and interconnected platform has become an urgent problem for operators?
Whale Technology combines AI, cloud computing, big data and other technologies to build Whale Support & Whale Vea, an intelligent installation and maintenance solution. According to the working idea of "unified presentation, capability integration, AI embedding", Whale Technology builds a one-point support platform for quick response of single order, sharing and intelligent. Achieve a little response, quick linkage, full support, closed loop control. Through AI enablement, interactive experience can be reconstructed, the concept of human-system interaction can be changed, and the installation and maintenance efficiency can be doubled. Reshaping business processes, upgrading automation and business supervision tools, improving service quality and standardized management.
Unified entrance, one screen presentation
Whale Support platform innovatively builds a centralized support working platform through centralized integration of various back-end support systems. It provides a unified entry for the problems of one line installation and maintenance, as well as an easy to use and rich APP application capability. Through the front-line personnel of the APP, you can quickly and conveniently raise questions, consult VEA, self-processing, contact experts, service evaluation, personnel positioning, etc. Support experts can receive and handle all problems in one stop on the platform, and front-line personnel only need a mobile phone or a message to solve all problems. To achieve support around the first line, the first line around the customer.
Small V accompany, always accompanied
Hulujia Technology combines AI to create a call to answer the V assistant, breaking the mode of relying on personal experience accumulation or "guidance" of others in field work. It supports the launching of assistance request from the back-end through the installation APP, the real-time response of the installation V, identifies problems through voice dialogue with the installation personnel, provides knowledge base connection, and calls the back-end service ability to locate and deal with faults. Finally solve the problem.
Enabled by AI, V can conveniently and quickly consult and deal with problems, and be on duty around the installation and maintenance personnel 24 hours a day to wake up the support at any time, thus achieving a 60% increase in the external installation and maintenance efficiency and greatly reducing the internal support pressure.
Perceptual intelligence, fast learning
The system conducts autonomous training on historical processing data, fail-to-manual data, and sample data through perceptual intelligence. Through independent knowledge learning in the operation process, the system automatically forms the installation and maintenance knowledge scene, and completes AI wisdom injection. Various scenarios are enriched to the installation map, small-V application, AI self-service processing and other applications, so as to continuously reduce the manual processing scenes. To realize the concrete embodiment of data value.
Closed loop control, two-way mutual evaluation
For the first line of difficult problems, installation and maintenance personnel through the APP voice or a key to manual processing. The level of service, response speed, and ability of the expert are open and transparent, and the expert support can be designated. Support experts receive orders in real time, accept first-line requests, conduct online communication, and call AI Mi for operation to complete problems and remove obstacles. When experts put forward the application for completion, the system will automatically supplement the scene AI honey processing scene according to the processing log, and evaluate the installation and maintenance, and the evaluation information can give full play to the real value. At the same time, drawing on the credit evaluation mode of the Internet, Whale Support & Whale VEA adopts the two-way mutual evaluation mode, which more objectively and directly reflects the ability and service level of installation and maintenance personnel and support team. The whole interaction process realizes the closed-loop management and control of problems through the work order, work order electronization, centralized scheduling and intelligent monitoring.
