By integrating AI capabilities, the system supports full-channel access including phone, APP, video, WeChat, and more. It includes features such as caller ID pop-up, intelligent voice recognition, and call recording, fully supporting business consulting for core systems, lending systems, wealth management systems, and more in financial institutions.
The GienTech Intelligent Voice Customer Service system is supported by a communication infrastructure platform, integrating AI capabilities. It supports full-channel access including phone, APP, video, WeChat, and more, offering features like caller ID pop-up, intelligent voice recognition, and call recording. It fully supports business consulting for core systems, lending systems, wealth management systems, and more in financial institutions, improving service efficiency and reducing operational costs.
Customer Service| Replacing the traditional menu-based voice + human customer service model, applied to business inquiries and processing.
Marketing| Intelligent customer acquisition through online social channels and offline event analysis.
Operations| Operations management for middle and back-office functions, such as risk control and data analysis.
Support Functions| Providing internal business support, training, and learning.
The application of artificial intelligence in the voice customer service system helps reduce costs, improve efficiency, and enhance user experience.
By increasing the usage of self-service features, the system can divert 20%-30% of tasks, solving over 85% of common customer issues.
- Microservices architecture
Each module can run both in a distributed and centralized manner.
- Reliability
Uses disaster recovery design to ensure no data loss in case of unexpected failures and allows for quick service restoration after failure resolution.
- System Fault Tolerance
The system continues to operate normally even if the main host system encounters a fault, without affecting user experience.
- Excellent Horizontal and Vertical Scalability
With proper authorization, the system’s processing capacity can be increased by adding more hosts or improving the performance of the existing ones.
- Multi-Channel Support
Supports full-channel access, including phone, text, video, WeChat, APP, Weibo, fax, and more.
- Caller ID Pop-Up
Records IVR tracks/numbers and location information, creating customer service profiles. Calls can be seamlessly transferred to the appropriate agent.
- Unified Routing
Unified routing for multi-channel inbound calls, effectively improving agent efficiency.
- Call Recording
Real-time call recording with online listening and download support.
- Outbound Task Management
Establish and execute outbound calling tasks with clear visibility of marketing efforts.
- Statistical Reports
Multidimensional statistical reports on call and agent performance.
- Global Monitoring
Visualization of global monitoring, real-time tracking of agent performance and call status, enabling live operational management.
- Ticket Management
Supports customizable ticket workflows for cross-department task tracking and follow-ups.
- Intelligent Voice Recognition
A rich natural language corpus, combined with AI training, to improve recognition accuracy.
