KeDaXunFeiZhiNengKeFu

Overview

iFlytek Intelligent Customer Service is an omni-channel intelligent customer service platform built on iFlytek's industry-leading AI technologies including speech recognition, speech synthesis, and natural language processing. The platform covers multiple channels such as phone, app, WeChat, and web, and offers a full range of products including intelligent voice bots, online text bots, intelligent outbound call bots, intelligent agent assistants, and intelligent quality inspection, helping enterprises achieve intelligent upgrading of customer service.

The platform's core advantages lie in human-machine collaboration and unified knowledge management. Digital employees can automatically handle simple and repetitive inquiries, reducing the burden on human agents; meanwhile, they provide real-time recommendations of scripts and knowledge to agents, improving service efficiency and quality. The Rongzhi knowledge base enables one-stop management of multiple knowledge systems and supports dialogue design, ensuring service consistency. The general speech recognition accuracy reaches 98%, and the naturalness of speech synthesis scores 4.5 on the MOS scale, leading the industry in technical indicators.

Currently, iFlytek Intelligent Customer Service has been successfully applied in more than 20 industries including government affairs, banking, insurance, securities, telecommunications, logistics, energy, and retail. It has built over 1,000 customized projects, indirectly serving over 800 million users, and is the preferred partner for digital transformation for many leading enterprises across industries.

Core capabilities

Omnichannel access

Unified service access across phone, app, WeChat, and other channels

Human-machine collaboration

Digital employees handle simple tasks and assist human agents with complex scenarios

Unified knowledge management

Integrated knowledge administration and dialogue design based on the Rongzhi knowledge base

Intelligent voice bot

Provides 24/7, wait-free personalized voice interactions

Intelligent agent assistant

Analyzes customer intent in real time and recommends precise business scripts

Intelligent quality inspection

Automatically analyzes massive call recordings to improve service quality

Industry customization

Tailored solutions for government, finance, and other industry-specific needs

Use cases

Government hotline: AI automatically answers citizen calls, quickly classifies them, and dispatches work orders

Bank customer service: Intelligent voice bot handles high-frequency requests like account inquiries and transfers

Insurance claims: Outbound bot automatically calls back customers to complete claim confirmation

Telecom operators: Real-time agent assistant recommends marketing scripts to boost conversion rates

Logistics tracking: Online bot automatically responds to package status inquiries

Retail after-sales: Multichannel bots uniformly handle returns, exchanges, inquiries, and complaints