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阿里巴巴CCO:“店小蜜”让商家售前客服占比最大降至40% - 站长搜索
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阿里巴巴CCO:“店小蜜”让商家售前客服占比最大降至40%

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2017-11-12 00:32:15 转载来源: IThome

站搜网11月11日消息 “让客户惊喜是所有阿里人的KPI,相比‘双11’,我更关心‘爽11’。”11月11日21时40分,阿里巴巴集团首席客户官(CCO)、资深副总裁吴敏芝亮相天猫双11媒体中心互动大屏,与现场数百位媒体分享阿里服务人的“双11”

站搜网11月11日消息 “让客户惊喜是所有阿里人的KPI,相比‘双11’,我更关心‘爽11’。”11月11日21时40分,阿里巴巴集团首席客户官(CCO)、资深副总裁吴敏芝亮相天猫双11媒体中心互动大屏,与现场数百位媒体分享阿里服务人的“双11”。

天猫双11行进至第九年,覆盖全世界200多个国家和地区,全球十余万品牌,数十亿消费者及用户参与。“服务体系并非后台,我们需要也正在将很多工作前置。”吴敏芝介绍,为确保消费体验,一整套变被动为主动的服务工作早在“双11”开始前3个月就已展开。

通过高科技及大数据应用,阿里巴巴自主研发的智能客服系统今年全面参战双11。不仅在淘宝天猫等数十个业务中作为官方客服主力服务消费者,天猫双11主会场商家中,也已有超50%商家成为“店小蜜”的客户。不仅是在线服务端,即便在热线端,今年双11也已首次实现了智能机器人服务窗口。基于一整套智能+人工的组合效能模式,即使在服务量集中爆发时,阿里服务团队也能保证实现三个1:客户请求1秒钟响应、风险发现1分钟布防、人工客服1次性匹配。

吴敏芝现场分享的一组双11最新服务数据作证了此点:截至11日19:00,阿里巴巴服务团队总服务量800万,30秒接起超过98%——其中智能服务占比更是高达95%。

讲到服务抓手,吴敏芝说,在阿里巴巴,商家是跟消费者触达的第一窗口,因此,必须始终坚持携手商家。通过服务技术和能力输出,由于机器智能的加入,服务组织得以快速升级。“原来商家服务团队约有70%人力在售前,有了店小蜜,大量售前咨询改由机器人完成,商家售前客服占比降至30%-40%——人力被从重复的工作中解放出来,得以投入到售后等更需要情感和创造性的工作中,这是人和机器智能的最佳协作。”

标签: 阿里巴巴 CCO 店小蜜 商家 售前 客服 占比 最大 降至


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