AI × 人機協作生態系
With a one-stop workstation and AI assistance, the judgment, transformation, and value delivery in services can be tracked and presented.
Text, voice, work orders, knowledge, AI assistance, all completed on one page in the same workplace.
50 +
50 +
Monthly processing of conversation volume
Monthly processing of conversation volume
30 %
30 %
AI × Human Collaboration Ratio
AI × Human Collaboration Ratio
50 %
50 %
Average post-processing time reduced
Average post-processing time reduced
100 %
100 %
Real-time adjustable service status
Real-time adjustable service status
Customer service that never goes off shift
近年來台灣企業面臨嚴峻的客服人力短缺與人力成本持續攀升雙重夾擊。無論是百貨零售、3C 家電、醫美還是金融業，一線客服招募困難、離職率高、教育訓練耗時等問題，已成為企業營運規模化的最大瓶頸。
在這樣的背景下，AI客服（AI Chatbot / Voicebot）成為企業數位轉型的首選。市面上各種「AI 聊天機器人」與「Chat AI Agent」宣稱能 24/7 自動回覆、100% 取代人力。然而，根據國際研調機構統計，高達 50% 的生成式 AI 客服專案在經歷 POC（概念驗證）後宣告失敗，甚至發生因為 AI 機器人頻繁給出錯誤答案，導致客訴量劇增、不得不重聘真人的公關危機。
為什麼大家都在強調 AI，多數企業導入後卻反而變成負擔？
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.
Let's evaluate your customer service upgrade path.
Talk to us about your industry scenario, and we will provide you with the best AI × human collaboration suggestions.
三、文字 vs. 語音客服：企業該如何取捨與佈局全場景？
許多企業在選型時，常糾結該先做「文字 AI 客服」還是「語音 AI 客服（Voicebot）」。其實兩者不該是單選題，而是依據顧客情境（Customer Journey）做精準分工：
Chat AI Agent
文字 AI 客服
適合官網、LINE 官方帳號、Facebook Messenger 等多渠道。擅長處理高頻率、重複性高、圖文型的查詢（如：訂單進度、門市導覽、FAQ、產品規格）。
Voice AI Agent
語音 AI 客服
針對習慣打 0800 或電話進線的族群（如家電報修、詳細諮詢、緊急掛失）。AI 語音專員可即時接聽、理解自然語意並完成初步分流，能大幅紓解尖峰時段的電話等待排隊問題。
This kind of experience comes from an AI architecture designed specifically for business operations.
Frequently Asked Questions
Is Telli Talk a chatbot? Or is it a voice bot that can make phone calls?
Both are true. Telli Talk is an omnichannel intelligent conversation platform that includes a text robot (Flow Chat) supporting various social and web channels, as well as a voice robot (Flow Talk) that supports voice call technology. It adopts a machine + human collaboration model, designed to connect to real people as needed according to the brand's requirements.
Can Telli Talk completely replace human customer service?
Telli Talk's positioning is 'the best digital assistant for real people', capable of handling 80% of everyday tedious tasks, allowing real customer service representatives to focus on resolving 20% of critical issues that have high emotional value or complexity, enhancing overall service resilience.
In chat mode, under what circumstances will it definitely switch to a real person?
Brands can customize which scenarios require transitioning to a real person, such as when the system identifies an excessive number of repeated questions (triggered by the number of occurrences) or when certain business process nodes are set to require human intervention, automatically guiding to real person services.
What incoming calls can Telli Talk handle in phone scenarios?
Can handle inbound consultation FAQs and automation processes. The following scenarios can be adopted: - Initial reception and routing by the switchboard - Inquiry-type questions (business hours, progress) - Guidance for appointment, order, and maintenance processes - Product guidance and activity explanation - Transfer to a human after specifying conditions
How will Chat AI guide users if they are speaking very vaguely?
The system will guide based on the confidence level of intent recognition: medium similarity will enter the "system suggested questions" for users to choose from; low similarity will use RAG generative techniques for flexible inquiries, or trigger guiding language to ask users to change their phrasing.
How does a human customer service representative use the information collected in the chat conversation?
When a person takes over, they can instantly preview the AI-annotated intent tags, conversation summaries, and historical records. In addition, the system supports previewing the text that the user is currently typing, allowing personnel to prepare responses in advance, optimizing the communication experience.
Frequently Asked Questions
Talk to us about your industry scenario, and we will provide you with the best AI × human collaboration suggestions.