The system can integrate with phone banking, online banking, marketing apps, WeChat, and other channels, providing effective platform support for the development of banks' direct sales and internet financial businesses. It is an indispensable tool for building an integrated service platform.
GienTech's Intelligent Text Customer Service integrates artificial intelligence technology to accurately recognize customer intentions and needs, providing quick responses to customer inquiries and saving labor costs. It can integrate with mobile banking, online banking, marketing apps, WeChat, and other channels, offering effective platform support for the development of banks' direct sales and internet financial businesses. This system is an essential tool for creating an integrated service platform, directly enhancing the customer experience.
Core session management uses distributed technology to manage agent information, customer information, and session data. The system supports multi-core cluster solutions for higher stability and better performance.
The online customer service system consists of three parts: client-side, management-side, and agent-side.
- Management Functions
The system allows for setting welcome messages, queue rules, skill group management, timeout reminders, session disconnections, working hours management, sensitive word management, quick replies, satisfaction configurations, role management, and user management.
- Home Page (Agent Side)
Can display announcements, data, and personal information.
- Navigation Bar (Agent Side)
Can show agent status, display agent information, and allow logout.
- Chat Interaction (Agent Side)
Can perform transfer, listening, customer information display, quick replies, queue numbers, history records, contact history, and service summaries.
- Chat Interaction (Client Side)
Can handle conversation interactions, display queue numbers, provide timeout reminders, manage session disconnections, display satisfaction, and show historical data.
- Statistical Query
Can generate reports on agent performance, service summaries, agent status logs, chat queries, and satisfaction statistics.
- Multi-Channel Customer Service Workbench
Integrates multiple platforms and channels into one customer service software, allowing for unified handling of customer inquiries and responses.
- Convenient Query
Integrates the enterprise’s own systems, such as CRM, ERP, and ticketing systems, allowing agents to log in to multiple systems simultaneously for quick and easy access.
- Intelligent Allocation
Automatically identifies user information and uses intelligent distribution methods such as skill-based allocation, priority allocation, and familiar strategies to ensure that customers are matched with the most suitable agent in the shortest time.
- Service Preparation
During the conversation, the agent can see the customer’s input in advance, allowing them to prepare and organize responses more efficiently.
- Real-Time Monitoring
Real-time aggregation and analysis of service center data help decision-makers understand the business situation from a global perspective. It allows detailed monitoring of queues and agents, and location-based monitoring using seat maps, creating a closed-loop data platform from data access, real-time computation, early warning, to real-time scheduling.
