"在没有AI辅助之前，客服人员往往需要日夜轮班、高强度处理重复问题，同时消化客户情绪，心理消耗大、成就感低。每天超过4小时不断的电话、流水线 式的工作内容，让人难以看到自身价值。"杜宏生指出，AI客服员工能够有效承接80%以上的常见与重复性问题，释放人力，让人回归"人"的价值——处理 更复杂、更需要情感与判断的工作。 他进一步介绍了合力亿捷基于华为云打造的AI客服员工解决方案。该方案注重响应速度、实时性和产品化落地，目前已成功应用于旅游景区、社交软件、 零售行业等多个场景，展现出高效处理客户需求、显著改善用户体验的强大能力。 当AI遇到无法独立处理的问题时，系统会自动转接人工客服，并自动生成此前对话的摘要，帮助人工座席快速掌握上下文，实现无缝衔接。通过大模型技 术的支持，客服AI员工能够有效应对电话场景中的高重复度咨询，而人工则更专注于高难度、高价值、高成就感的任务，最终实现跨渠道、跨场景、跨国 界的全场景服务智能化，覆盖服务、营销与管理等多维度需求。 "大量高重复沟通工作和情绪积累导致的客服行业高流失率问题突出，对企业和员工都是困境。"在27日上午召开的2025中国国际大数据产业博览会828精选 AI企业应 ...

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]