More than half of the independent reception rate Fuyou truck self-developed intelligent customer service to solve the driver's problem

(2022年)

https://www.linkedin.com/company/for-u-smart-freight/

Truck drivers have a long journey time and complex business scenarios. When they encounter problems, calling customer service is the driver's first response. With the popularity of freight APPs, drivers' consultation methods have also begun to shift online. Today, on the fuyoukache platform, more than 50% of truck drivers' online inquiries can be independently resolved by intelligent customer service.

Intelligent customer service is a relatively mature field of artificial intelligence commercialization, especially for labor-intensive traditional industries, the application of intelligent customer service is nothing new. Compared with the high training cost and high mobility of customer service personnel, the customer service robot can work 24 hours a day and can continuously learn through real-time data feedback. Data shows that customer service robots have replaced 40%-50% of manual customer service work. It is estimated that by 2020, 85% of customer service work will be completed by artificial intelligence.

Shan Dandan, founder and CEO of FORU Trucking, revealed that the team also thought about using mature products directly, but the survey found that the bottom layer of robot customer service on the market is difficult to apply to the vehicle transportation industry, so the team chose to develop intelligent customer service based on the platform. The accumulated actual transportation scenarios build a knowledge base and establish a dialogue model.

After 2 months of research and development, optimization and iteration of more than 10 versions, by early May, Fuyou Truck Intelligent Customer Service had solved more than 50% of driver problems and saved more than 20% of customer service manpower. Through the cooperation of robot customer service and expert customer service, Fuyou Truck hopes to realize human-machine collaboration, freeing customer service personnel to solve more complex problems and improving the consulting experience of truck drivers.

At present, intelligent customer service has become an important part of Fuyou Truck's intelligent service system. With capacity risk control, intelligent customer service and intelligent early warning as the core, Fuyou Truck has established a standardized and standardized service system to help truck drivers solve transportation problems and provide cargo owners with stable and high-quality vehicle transportation services.