Electronics & Appliances
將報修與售後流程自動化，降低70%客服負載並提升服務效率
在 3C 家電產業中，客服不只是回覆問題，而是承接報修、安裝與高情緒事件。透過 AI 與客服工作台整合，將高頻流程轉為可管理的服務系統。
Customer service that never goes off shift
There is no need to teach every question well in advance; AI can respond and learn first, and will actively remind you of areas that need adjustment.
Frequently Asked Questions
What is the biggest difference between Telli Desk and a typical customer service backend?
The biggest difference lies in its "one-stop full character integration" and the deep combination of "AI super intelligent assistance." Generally, related service backends may require switching between different systems to handle voice, text, email, and tickets, but Telli Desk emphasizes that phone, text customer service, email, tickets, and after-call processing can all be completed on one screen. Moreover, it is not just a tool for customer service records; Telli Desk hopes to co-create with enterprises【Temperature service x AI collaboration, making customer service more understanding of human feelings】.
What scale and type of customer service team is Telli Desk suitable for?
Suitable for enterprises with "multiple role collaboration" or "multiple customer service channels". • Multiple roles: multiple customer service personnel on duty, supervision of management positions required. • Multiple customer service channels: includes two or more customer service needs (voice, official website, LINE, Facebook, Instagram, APP, email).
Who is Telli Desk for? Frontline customer service, supervisors, or IT?
Telli Desk is designed for the entire customer service operations team, including: • Frontline Customer Service: Uses the workbench for daily conversations, answering phone calls, and handling tickets and emails. • Supervisors/Managers: Uses the monitoring management interface (Dashboard) to view real-time data, as well as the reporting system for performance analysis and call quality checks. • IT/System Administrators: Responsible for backend parameter settings, user permissions management, and related service configurations.
What role does AI play in Telli Desk? What tasks does it assist customer service with?
AI plays the role of "super-intelligent assistance" and "collaboration". It can help customer service by: • Emotion analysis: Analyzing customer emotions in real-time. • Intelligent soothing: Automatically generating soothing speech suggestions when negative emotions are detected. • Dialogue summary: Automatically summarizing key points of the conversation. • Ticket auto-filling: Automatically filling in ticket fields based on the conversation content. • Dialogue responses: Automatically providing suggested answers based on the conversation content.
When AI makes mistakes or lacks information, how does a human take over?
Telli Desk adopts a "Human-Machine Collaboration" model. The features provided by AI super intelligence (such as smart soothing scripts and pre-filled ticket content) appear in the form of "suggestions" or "buttons". For example, after the AI generates the ticket content, the agent can click save; if the information is incorrect, the agent can directly edit or supplement the information on the interface before saving, with the human having the final decision authority.
How does Telli Desk help managers see problems, rather than just deal with them?
Through "Comprehensive Monitoring and Data Management." • Real-time Monitoring: Supervisors can see the real-time service status across all channels (voice, text) (e.g., SLV%, Offer, Ans, Queue, agent status...). • Quality Control and Traceability: Provides conversation records and audio files, allowing supervisors to score and trace issues related to service content. • Visual Reporting: Offers diverse data reports, helping supervisors identify trends and bottlenecks from the data, allowing for informed service decisions.