Original title: member States of UNIDO "learn from Alibaba" numerical intelligence service source: overseas network
A few days ago, Wang Zhiyu, a solution expert from Alibaba customer experience Business Group (CCO), introduced Alibaba CCO's innovative exploration in the field of customer experience with data and intelligent two-wheel drive service operating system (referred to as "Service OS") to the leading members of the eco-design team of the United Nations Industrial Development Organization (UNIDO) from 22 countries at the second World Eco-Design Conference.
After his speech, Wang Zhiyu was graciously invited by the representatives of Cambodia and other countries, hoping that he could share Alibaba's experience in digital intelligence service with the local area.
In January this year, Alibaba officially announced the launch of Alibaba's commercial operating system, in which the "service OS" is undertaken by CCO, where Wang Zhiyu is located, and is responsible for providing overall service solutions, including service products, technology, data and intelligent capabilities, to the economic and ecological customers of Alibaba Group.
Wang Zhiyu introduced the differences between "service OS" and service in the traditional sense. In general, we start from the beginning and end with the completion of the evaluation, but in Alibaba, which is driven by intelligence, the service "starts earlier and ends later," he said.
"start earlier" is due to Alibaba's "service OS" enabling, the service becomes front-end and "know what you think". Before the customer enters the line, Alibaba's "Service OS" will make use of the data characteristics accumulated over the years to predict in advance the problems that the customer may encounter and prepare the solution. This pre-predictive service can not only greatly simplify the cost of customer description of the problem, but also let the customer get the solution in the shortest time.
"end later" means that when the customer receives the solution and leaves, it does not mean the end of the service data. Alibaba's service OS also needs to immediately check and analyze the customer's problem description, emotional response, evaluation messages, etc., make up for the unsatisfactory service, redesign the imperfect scenario, and join the front-end business to improve and optimize the customer experience.
Wang Zhiyu said that the simplification of customer operation is the original intention of Alibaba to design all the service processes. It is reported that in the just-concluded Tmall double 11, Ali CCO created the "Global Best customer experience Day". When the transaction volume of Tmall reached 268.4 billion, the year-on-year increase of 25.7%, consumer consultation on gameplay dropped by 50% compared with the same period last year, and the payment process problems of placing orders decreased by 60% compared with the same period last year.
The data show that service OS has been applied on a large scale in Alibaba ecosystem. At present, more than 60% of Tmall's core merchants learn about the links between brands and consumers from the big screen of customer service data under the enabling of service OS. Intelligent customer service developed by AlibabaRobotIt has been applied in more than 1.5 million merchants, and the transaction amount brought to the merchants during only one promotion period is more than 10 billion.
Wang Zhiyu also briefed government officials, experts and scholars of 22 countries on Alibaba's progress in the internationalization of "serving OS". He pointed out that with the access of international e-commerce platforms such as AliExpress, Lazada and Daraz, by double 11 this year, the service OS has covered 15 countries and regions in Russia, Spain, the United States, Egypt, Southeast Asia and South Asia.
"next year, Cambodia will vigorously develop the digital economy. I very much hope that Alibaba's experts can introduce their experience to the local young people." According to Narinsok, chief resident representative of the United Nations Industrial Development Organization in Cambodia, the local government is working with Alibaba.
The digital service experience has injected more growth opportunities into the new business and attracted the attention of guests from many countries. After the meeting, senior experts from the Turkish Ministry of Industry and Technology and Moroccan representatives of the United Nations Industrial Development Organization came to learn how Alibaba's "best customer experience" was developed.
(original title: member States of UNIDO "learn from" numerical intelligence services from Alibaba)