This sign-in system is a bit stubborn

Chapter 166 1 Qiuzhi raccoon

Chapter 166 The raccoon dog on a hill

The job of the Customer Operations Office is to improve customer experience, so it has introduced many artificial intelligence technologies to reduce costs and increase efficiency.

It is not uncommon for Baidu, as a technology leader, to become one of the exporters.

"We've met." Yanxi answered Pang Chu's question.

Pang Chu didn't know the story of his tit-for-tat confrontation with Mr. Bi yesterday, and thought it was because he had contact with him in the data operation department before, so he didn't take it to heart.

"Dear partners, our company has been promoting customer-centric transformation in the past two years.

Especially this year, even the experts from the data operation department next door have been transferred to us, which shows the strength of the company.

I hope that in the future, we can deepen the consensus, promote cooperation, and make persistent efforts to create brilliance together. "

Pang Chu's opening remarks were very encouraging, and both parties A and B could hear what they wanted to hear.

On his own side, he mentioned the company's strategic transformation in his words, which reflected the central role of the department in the company's transformation. This cake undoubtedly inspired the brothers and sisters in the department.

The partner on the other side smelled more business opportunities. What is promoting cooperation, of course, is to make the project bigger and stronger.

Then, Pang Chu asked the opposite party to introduce the project situation and progress, as well as the next step plan in turn.

On the far right on the opposite side is ByteDance’s Mr. Ma, a fat lady, 30 years old with short hair, wearing a small red suit with a snow-white shirt inside, and the lace on the collar of the shirt is luxurious and delicate .

She speaks so fast that she can't make out any punctuation marks at all.

Mr. Ma is in charge of the customer portrait project, which is actually quite technical.

Usually, the data sources of customer portraits are unilateral, basically labeling customers with their own data.

Companies with a large amount of data and accurate labeling can sell these customer labels to the outside world to realize the value of customer data.

For example, if a company needs to sell a blind date app to a group of unmarried men in their 30s, it only needs to tell the three tags of "over 30", "single" and "male" here, and the target customers can be screened out immediately. Ad serving.

But when the customer positioning of the product is not so clear, this kind of operation will not work.

Actually most of the time.

Therefore, a data fusion technology was adopted in this project for the first time. Both sides encrypt their own sample data according to the established rules, and then put them in a development environment shared by each other. risk of data leakage.

Customers are grouped based on the sample data. After the classification, the customer's behavior in the other party's environment can be roughly inferred from the own data.

It sounds a bit abstract, let’s take a chestnut.

For example, the analysis found that customers who like to buy company A’s products like to watch videos of young ladies in the middle of the night on company B’s side, and give small rewards.

Then company A has found out the characteristics of the target group that promotes product A, and then asks company B to place an advertisement according to the characteristics.

This is the power of data, and this is the business opportunity in data.

Next to Mr. Ma is Mr. Le from Megvii.

Megvii is a company that focuses on image recognition technology. The most famous product is face recognition. Before it was overthrown by Ping An, it was always the champion in the industry, and now it is tied for the first place.

Their face recognition capabilities have broken through the limitations of static images. They can capture and analyze faces in video images, and can even make accurate judgments on expressions, emotions, and body postures.

Their face recognition is used in two places. One is for APP users to log in, do identity verification, and avoid illegal login operations such as account theft.

The second is the user detection in the store. This application is very sci-fi.

Through the camera in the store, judge who the customer who just came in is and whether it is a VIP. If it is, notify the backstage to arrange a VIP service channel immediately. If not, it will serve as a normal customer.

Whether the customer's expression is nervous or calm, if nervous, the order of the number will be automatically moved to the first, and even the lobby manager will be notified to inquire.

How long has the same customer been in the store, whether the service has been provided within the specified time, whether the customer is restless while waiting, send instructions to the background according to the customer's situation, and remind the lobby manager to follow up at all times.

Is it very humane?

But all this is indifferent to customers. They only know that the store has a good sense of service and high service efficiency, but they don't know that there is such a powerful technology behind it.

The face recognition application in the store is currently the key work that the company is vigorously promoting.

If you compare online services, Yanxi's company can't compare with most of the new generation companies. How can it be so easy for the giant wheel to turn around?

Why not use your strengths to avoid weaknesses?

The company's stores are all over the country. It can be said that as long as there are people, there are their stores. Taking advantage of the dense tentacles to make offline services refined, detailed, and extreme, this is the actual direction of the company's transformation. Others , are just smoke bombs for competitors to see.

Next to Mr. Le is Mr. Guo, an old partner of HKUST Xunfei.

HKUST Xunfei has cooperated closely with this company since its birth. It can be said that I am the witness of HKUST Xunfei from ordinary to great.

They focus on the audio field, that is, various vocal technologies, including speech recognition, speech synthesis, and voiceprint technology.

Speech technology is actually more difficult than image recognition technology, and several problems are still being tackled, such as voiceprint recognition, weak voice detection, environmental sound noise reduction, emotion recognition, and even the basic dialect problem is a problem that has troubled for many years. Disaster.

People can't understand it, and they expect machines to be more powerful than humans casually?

Difficult, indeed difficult.

The content of the cooperation with Mr. Guo here is mainly in the aspect of intelligent customer service. To put it bluntly, the robot answers the phone. Now this service has spread across all major industries, and even most of the fraudulent calls are made by the robot first.

The simple single-round dialogue is very mature, and what we want to promote this year is to improve the experience of multiple rounds of dialogue in specific scenarios.

The one on the far left is Mr. Bi from Baidu.

Their task is to build a customer service response knowledge base for specific industries based on Baidu's experience and technology.

There was also a knowledge base in the past, but it was maintained manually. There were few problems that were sorted out and standardized, but the actual customer problems encountered were all kinds of strange.

How to merge similar questions, how to quickly classify customer questions, and how to retrieve the closest answer are the goals that the high-level knowledge base needs to accomplish.

It is very easy for Baidu to do this. They have a set of industry-leading knowledge graph tools in the back end.

The so-called knowledge graph has a very high-level name. When translated into English, it is a knowledge graph. In the final analysis, it is a graph.

Figures are points and lines, and points and lines are the highest level of abstraction in the world in our eyes.

I have studied philosophy in high school. In philosophy, the world is divided into two categories. The first category is matter, and the second category is relationship. The points in the picture represent matter, and the lines between points represent the relationship between matter. Relationship.

There is a famous philosophical saying that things do not exist in isolation, but are interconnected.

The world after this abstraction becomes extremely pure and simple. Different things are connected by one or more edges, so that we can always find a path to indirectly transform the understanding of thing A into the understanding of thing B.

In this way, from point to line, from line to surface, the entire knowledge base is naturally formed.

After introducing the four manufacturers, Yanxi always felt that something was wrong.

After thinking about it, I found the source. The surnames of these four generals are too coincidental. Ma-Le-Guo-Bi is actually next door to Spicy!

The biggest problem is "Bi". Without him, this combination would not be so eye-catching.

Moreover, Mr. Bi threatened him yesterday that he would deal with him as an enemy. He didn't have a good impression of this person.

Pang Chu looked at the time and concluded his statement with great satisfaction: "Thank you for your patience and introduction, today is January [-]rd, it is a brand new beginning.

Riding the wind and breaking the waves will eventually come, hang the clouds and sail straight to the sea!

For the follow-up specific work, please communicate with our office and the person in charge of each project further. "

Everyone stood up and applauded.

Pang Chu left the meeting room with his staff, but the manufacturers left Yanxi alone.

Mr. Ma saluted, stretched out his thumb, and pointed out the door.

Yanxi followed her to a corner at the door of the conference room.

"Please take care of me after the first meeting with Yan Chu," Mr. Ma stuffed a small card into his hand with lightning speed, and continued to say like a cannonball, "The Spring Festival is coming soon. Take it and buy something casually, don’t give up on it.”

It's all Ajax's fault, today's task cannot be refused!

This is great. In the morning, he claimed to be a clean and upright director, but at noon he became a raccoon accepting gifts.

"Mr. Ma, this is not good." He couldn't explode, so he had no choice but to accept it, but he felt as if he had run through thousands of mud horses in his heart.

Mr. Ma covered his mouth with his fleshy palms and laughed: "Hehehe, your words are too polite, don't call me so rude, just call me Big Sister Ma in the future."

(End of this chapter)