With the rapid development of AI technology, businesses are actively integrating AI technology in areas from customer service to marketing and e-commerce to improve efficiency and optimize service experience. However, while pursuing efficient automation, how do we retain the "human warmth" in interactions? Chen Chieh, CEO of NetEase eConnect, along with host Professor Xu Shijun and Vice President Hu Xiuhua, delved into how to inject care and emotional connection between brands and customers using AI technology in the podcast "New Sayings of Scholars, Ethical Principles".

Smart customer service is no longer cold! How to make AI customer service more "human" through 4 key factors?

As consumer demands become increasingly diverse, AI customer service that can only provide quick responses is difficult to meet customer expectations. Chen Chieh shared how NetEase eConnect has injected "warmth" into AI customer service through 4 innovative strategies, creating personalized service experiences that can truly understand customer needs.

1. Perfect combination of AI technology: understanding each customer's true needs

"Customers express themselves in countless ways, and AI must be able to understand and respond to their true needs." Chen Chieh explained. NetEase eConnect's smart customer service brain, Telli AI, employs hybrid intelligence technology, combining natural language processing (NLP) with large language models (LLM) of generative AI, enabling AI customer service to not only understand the surface meaning of text but also capture customers' emotions and implicit needs.

Whether it’s querying product issues or asking about the latest promotions in department stores, AI can accurately grasp and quickly provide solutions, even recommending suitable options based on past interactions, making customers feel the attentive service in every interaction.

2. Detailed service process design

Chen Chieh emphasized "service is also a type of process". Every brand and industry has its unique needs, and NetEase eConnect designs exclusive service processes targeting various requirements and provides personalized service according to different customer needs. Taking complaint handling as an example, AI customer service not only quickly locates the problem but also soothes customer emotions before proceeding with follow-up problem resolution.

Such a delicate "warm" service process design makes customers feel that their problems are valued and enhances their perception of brand care. This has also become a key factor for well-known brands such as Eslite Online, Shin Kong Mitsukoshi, and Yahoo Shopping in choosing to collaborate, successfully enhancing customer satisfaction and effectively reducing complaint rates.

3. Seamless human-machine collaboration: the perfect pairing of AI and human customer service

"AI customer service must know when to step back and when to let human agents take over to ensure a perfect service experience." Chen Chieh explained. When AI cannot resolve customer issues, NetEase eConnect's one-stop customer service platform can seamlessly transfer issues to human customer service representatives, ensuring that the customer service experience remains uninterrupted. This flexible human-machine collaboration enables brands to maintain both efficiency and service quality, ensuring customers can receive complete solutions at any time, further enhancing satisfaction.

4. Data-driven service optimization: continuously evolving service quality

"Data is not cold; it allows us to understand customers' emotions and needs." Chen Chieh illustrated, stating that NetEase eConnect continuously collects customer feedback based on customer interaction data and satisfaction surveys and optimizes AI models and service processes through data analysis results. This continual adjustment and learning ensure ongoing improvement in service quality, enabling AI customer service to adapt to changes in consumer needs and provide personalized service.

Global expansion and the leadership philosophy of the "Shepherd"

Starting from Taiwan, NetEase eConnect has now expanded its business to Asia, North America, and Canada, gradually establishing a global service network. Chen Chieh indicated that while technological innovation is important, establishing a corporate culture is equally crucial. "As leaders, we are like shepherds, serving our employees and making them feel a sense of achievement and respect." Chen Chieh emphasized that only when employees find passion and self-fulfillment in their work can they naturally convey this "warmth" to every customer.
"When we focus on technological innovation, we must not overlook the value of humanized service." Chen Chieh concluded that regardless of how technology evolves, making customers feel the care and warmth of the brand is key for brands to maintain competitiveness amidst the fierce digital tide.