3. 大模型升级的热在线一体化人工坐席平台：通义晓蜜云联络中心不仅提供在线/热线一体化人工坐 席，完成了坐席和管理者 Copilot 升级发布，提供智能化的工具和套件，如面向坐席的回复内容纠错/扩 写/优化、对话信息小结、自定义工单生成，以及面向管理者的数据看板、热词分析等。 4. 智能对话分析能力：推出Contact Center AI对话分析all-in-one agent，适用于通话录音、文本消息、图 片、工单等各类信息的抽取、摘要、总结、分析、质检等广泛场景。 场景描述 随着数字化服务的普及，用户期望客服响应更快速、更智能、更个性化。传统基于规则或小模型的智能 客服在理解复杂语义、多轮对话和情感识别方面存在局限，难以满足用户日益增长的需求。大模型的引 入可以实现更拟人化、更精准的企业完成客户服务。此外，企业面临客服人力成本高、培训周期长、服 务一致性差等问题。通过大模型升级智能客服，可以处理更多重复性、高频问题，减少人工介入，提升 服务效率，实现7×24小时不间断响应。 解决方案 1. 全渠道在线人机对话接入方案：通义晓蜜提供智能对话机器人产品方案，产品全方位Agent化升级， 整合CoT、MCP、多 ...

Core Insights - The customer service industry is facing high turnover rates due to repetitive communication tasks and emotional strain, creating challenges for both companies and employees [1] - AI customer service agents are seen as a key solution to improve efficiency and quality in customer service, especially with the introduction of large model technology [1][3] Group 1: Industry Challenges - High turnover rates in the customer service industry are attributed to the demanding nature of the job, which involves handling repetitive issues and managing customer emotions, leading to psychological exhaustion and low job satisfaction [3] - Prior to AI assistance, customer service representatives often worked long hours dealing with repetitive tasks, which diminished their sense of value and achievement [3] Group 2: AI Solutions - AI customer service agents can effectively handle over 80% of common and repetitive inquiries, allowing human agents to focus on more complex and emotionally nuanced tasks [3] - The AI customer service solution developed by the company, based on Huawei Cloud, emphasizes response speed, real-time interaction, and practical implementation across various sectors such as tourism, social media, and retail [3][4] Group 3: Integration and Future Directions - When AI encounters issues it cannot resolve, it seamlessly transfers the conversation to human agents while providing a summary of previous interactions, facilitating a smooth transition [4] - The company has over 20 years of experience in the customer service field and aims to simplify the management complexity of external communication channels for businesses, enhancing their marketing and service efficiency [4]

Core Insights - Concentrix Corporation has launched the latest version of iX Hero, enhancing customer interactions and enabling entry into new markets [1][5] - The new features, Harmony and Clarity, utilize agentic AI to improve customer experience by ensuring clearer communication and reducing background noise [2][5] - The implementation of these technologies has resulted in a 33.6% increase in Communication Scores and a 22.3% rise in Net Promoter Scores [3] Product Features - iX Hero Harmony optimizes speech patterns for better clarity while maintaining natural voice quality [2] - iX Hero Clarity focuses on background noise suppression to enhance audio quality during customer interactions [2] Client Impact - PODS, a leader in moving and storage, reports improved customer experience and increased sales close rates due to the use of iX Hero [4] - The integration of iX Hero allows clients to streamline interactions and gain insights more efficiently [4] Market Positioning - The latest iX Hero release is designed for scalability and is equipped with high-level security and compliance features [5] - It is optimized for customer experience teams located in the Philippines, India, and Latin America, facilitating global operations [5] Company Overview - Concentrix Corporation is a Fortune 500 company that provides technology and services solutions to over 2,000 clients across various industries [6] - The company focuses on delivering integrated solutions that address complex business challenges, leveraging unique data and advanced technology [6]

新华社北京7月14日电 题：找人工客服，为啥这么难 新华社"新华视点"记者高亢、周思宇、于也童 "打客服电话就像闯关，它只会重复说'好的'，却办不了事。"家住四川成都的王女士前段时间搬家后， 想解除出租房缴纳电费关联的手机号，却因联系客服太费劲而一拖再拖。 不少消费者发现，现在打客服电话，想找到人工客服非常难，接电话的智能客服经常是"已读乱回"。智 能客服日益普及，但消费者未必"买账"，该如何破局？ 人工客服玩起"躲猫猫" "以前打客服还能跟人说说问题，现在这些智能客服对老年人很不友好，电话里选项特别多，搞不懂也 找不到活人帮忙。"重庆市民康奶奶告诉记者，她近期想报修电视，致电企业客服，选项过于繁琐还找 不到人帮忙，特别无助。 答非所问、找不到人工客服……不少消费者反映，一些在线和电话智能客服解决不了问题反而成了常 态。 "我就想沟通一个售后问题。"北京市民小张给记者看她在淘宝上与客服长达三四页的对话，问题和需求 说得很清楚，却一直是"您当前的诉求是什么"之类的回复，更接不通人工客服。 近日，记者实测了京东、优酷、饿了么等10余个App发现，这些App几乎都未设置一键转接人工客服的 选项。某平台上，记者输入近 ...

Core Insights - Concentrix Corporation has launched iX Hero, an AI-powered application designed to enhance customer experience by integrating human interaction with advanced technology [1][4] - The application aims to address inefficiencies in customer interactions, targeting common frustrations such as slow and unclear responses [2][3] Product Features - iX Hero provides fast, accurate, and consistent AI-assisted answers, streamlining the information available to advisors [4] - The application integrates seamlessly with existing contact center platforms, CRMs, and workflows, and offers data-driven coaching to improve advisor performance [4][8] - It includes capabilities for summarizing and transcribing conversations, reducing after-call workload for advisors [8] Pilot Results - Pilot implementations of iX Hero have shown significant improvements, such as increasing sales conversion rates from 2% to 7%, resulting in a 250% increase in monthly revenue for a consumer electronics company [5] - Another pilot demonstrated a 22% reduction in average call handling time, leading to lower costs and higher customer satisfaction (CSAT) [5] - A global energy company reported a CSAT increase from 72% to 81.8%, a 13.5% improvement driving sales growth within 3 to 4 months [5] Client Testimonials - Razor, a leading scooter innovator, reported that iX Hero has provided valuable insights and improved overall efficiencies in customer interactions [6] Company Vision - Concentrix emphasizes its commitment to blending technology with human empathy to transform customer experiences, equipping advisors with tools for smarter and more efficient interactions [7]