SerivceAI-AI Intelligent Customer Service-AI Robot-Process Automation-Zhenzhi Technology

Intelligent driving core functions facilitate service upgrades and innovations

Covering application products for different roles in the enterprise (users, service personnel and managers), deeply integrated with large language models, fully covering the full-link needs of enterprise IT services

Knowledge Quiz

Based on the enterprise's private domain knowledge, combined with large language models and RAG technology, we create an intelligent question-answering service. Supporting inquiry guidance, context understanding, question classification, recommendation of related questions, dialogue log annotation and optimization, we continuously improve the intelligence level of enterprise self-service inquiry.
Online Q&A

Combine large language models with Internet search engines to obtain the latest information in real time, provide traceable question and answer results, and help users quickly find content references
Smart Assistant

The AI engine is combined with the enterprise information system API to build intelligent self-service in multiple scenarios. Through AI dialogue, it can identify user intentions, quickly respond to user requests, and automatically handle simple and repetitive tasks.
Smart Bill of Lading

It supports multiple bill entry points such as floating window embedding, enterprise WeChat, DingTalk, Feishu, official accounts, and QR codes. Users can describe the problem through text, voice, screenshots, etc., and AI will recognize the intention and automatically fill in the work order fields, significantly improving bill efficiency and user willingness.
Intelligent Operation and Maintenance

Provide service personnel with intelligent tools that integrate enterprise knowledge, business rules, historical service experience, and large-scale model capabilities. These tools cover work order classification, intelligent dispatching, automatic diagnosis, solution recommendation, summary generation, and conversion of conversation/call records to work orders, helping to improve operation and maintenance efficiency.
Intelligent quality inspection

Through intelligent rules, automatic quality inspection is achieved, service content is monitored in real time, and improvement suggestions are provided to help enterprises build an efficient and low-cost service quality inspection system and establish a mechanism for continuous service improvement.

Application Agent runs through the entire service process

Assistant Agent

Create a 24/7 intelligent assistant service for employees, supporting multi-round conversations, knowledge Q&A, online inquiries, AI interpretation, employee assistants, etc., with identity recognition, intent classification and emotion perception capabilities. Unresolved issues can be intelligently directed to online customer service or bills of lading can be automatically created for users, providing employees with a unified AI service portal.

Scene Tags

Dialogue guidancePolicy Q&A Operating instructions Online searchIdentity recognitionIntent understandingEmotion perceptionIntelligent scheduling Intelligent billingCustomer service transfer

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Operation and Maintenance Agent

Provide service personnel with one-stop AI assistance capabilities to achieve work order classification, intelligent dispatching, repeated problem identification, work order diagnosis, solution summary, work order summary, conversation record conversion to work order, call record conversion to work order, etc., comprehensively improving the service efficiency and service experience of operation and maintenance personnel.

Scene Tags

Work order classification Automatic dispatch Intelligent upgrade Work order diagnosis Duplicate recognition Reply extraction Solution recommendation Conversation extraction Voice extraction Service summary

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Knowledge Agent

Aiming at enterprise knowledge content operations, it helps enterprises diagnose knowledge gaps, process knowledge content, structure it and apply it in multiple scenarios, ensuring high-quality accumulation and effective transformation of knowledge assets.

Scene Tags

Knowledge extraction Content processing Similarity question generation Knowledge vectorization Knowledge rearrangement Knowledge interpretation Intelligent labeling Metadata extraction Knowledge tracking Contributor performance

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Quality Inspection Agent

It supports a fully automated service quality inspection process and provides service quality assessment and service improvement suggestions for service records based on spot inspection rules, helping enterprises to continuously improve service quality and enhance user service satisfaction.

Scene Tags

Quality inspection rules Service spot checks Automatic scoring Improvement suggestions Quality inspection appeals Quality inspection reports Satisfaction analysis Service anomaly warnings Multi-dimensional scoring dimensions Quality inspection result tracking

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Core feature highlights

Smart Q&A

Based on semantic understanding and retrieval of the internal knowledge base, we provide accurate and context-relevant intelligent question-and-answer services to help employees quickly obtain the information they need.
Multimodal recognition

Support users to communicate with digital AI assistants through voice or text + screenshots, understand the content of voice and pictures, and make it easier for users to communicate with AI assistants and get answers
Online Q&A

Supports online search capabilities, combines model reasoning and real-time data capture to provide users with real-time and comprehensive answers
Intelligent Agent

Leveraging the deep integration of the Functioncalling capabilities of large language models and the API services of enterprise business systems, we customize conversational agents in various professional fields to address various business needs of enterprise users.

Intelligent dialogue bill of lading

Through AI assistants, natural language conversations are used to understand user issues and automatically generate service tickets, lowering the threshold for users to submit orders.
Smart Fill

Supports embedding the bill of lading portal into various IT system portals, automatically filling in the service ticket fields by collecting IT system error information and user descriptions, and facilitating problem reporting
Intelligent voice bill of lading

Support users to scan the QR code through mobile devices (WeChat/DingTalk/Feishu, etc.) to enter the bill of lading portal, and automatically identify and generate work orders through real-time voice
Smart Picture Bill of Lading

Support users to upload local error screenshots/chat screenshots and other image information, AI automatically reads the image content and summarizes and fills in the fields required for the service ticket

Intelligent classification of work orders

Use AI technology to perform semantic analysis on work order content, automatically determine the problem type and classify it into the correct category to improve processing efficiency
Smart Summary of Work Orders

Automatically extract the core problem description and key points of handling in the work order, assisting customer service and operation and maintenance personnel to handle it efficiently
Duplicate work order analysis

Identify historical work orders with similar content to the current work order, learn from the solutions for duplicate work orders, analyze the current work order situation, and provide solution suggestions
Intelligent diagnosis of work orders

Identify historical work orders with similar content to the current work order, learn from the solutions for duplicate work orders, analyze the current work order situation, and provide solution suggestions
Intelligent translation of work orders

Supports real-time multi-language dynamic translation, enabling cross-language work order submission and processing communication, and improving cross-regional service capabilities
Ticket Comment Summary

Automatically aggregate comments from users or processing personnel during the work order process, extract key information, and help operation and maintenance personnel summarize and formulate solutions
Intelligent quality inspection of work orders

Define work order quality inspection standards and use AI to score work orders, continuously urging improvements in service quality.
Work order intelligent summary knowledge

Automatically extract typical problems, processing procedures, and solutions from resolved work orders into knowledge documents with common terms, helping enterprises to continuously accumulate explicit knowledge.

Intelligent scheduling customer service

Automatically identify the problem category based on the user conversation content, match the most suitable customer service personnel, and improve customer service dispatch efficiency
Online customer service intelligent summary

Intelligently summarize the entire customer service process to form searchable records for subsequent service statistics and analysis
Session Recording Smart Bill of Lading

Automatically fill in service tickets based on online customer service conversation records to help customer service staff submit service tickets conveniently
Session Recording Summary Knowledge

Conduct structured analysis of conversation records between employees and customer service representatives, and precipitate the processing process and conclusions as knowledge assets to help companies continuously accumulate explicit knowledge.

Call Center Smart Summary

Focus on the call center voice service process, identify, summarize, and classify the recording content to form searchable records for subsequent service statistics and analysis
Call Record Smart Bill of Lading

Based on speech recognition and content understanding technology, it quickly extracts the key points of the problem from the call, generates complete bill of lading content, and helps agents submit service tickets conveniently.
Call record summary knowledge

Automatically and structurally store the processing experience accumulated during calls into the knowledge base to promote service experience reuse and continuous optimization
Voice data-driven service optimization

By analyzing high-frequency issues and response efficiency through voice interaction data, we can help optimize service processes, speech techniques, and knowledge structure, and continuously improve service quality and intelligence level.

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Intelligent driving core functions facilitate service upgrades and innovations

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