Intelligent Agent Assistance: Empowering Key Business Scenarios in Finance, Manufacturing, Retail, and E-commerce Industries

In today's era where customer service is the "life or death line" for user loyalty, the intelligent agent assistance system (Agent Copilot) has become a key technology for enterprises to enhance customer experience and optimize operational efficiency. Based on advanced large models and AI capabilities, the agent assistance system can provide intelligent support for the entire call process for agents in various industries. In core business scenarios such as pre-sale consultation and after-sale service, it enables a leap in business capabilities. 

• 1. Before service: Establishing a gold-level knowledge strategy library
  The system analyzes historical call recordings (such as over 100,000) and internal enterprise documents to identify and extract gold-level experiences, thereby building a private domain knowledge base. It can generate "model - solution" knowledge graphs and standardized process trees, converting complex business knowledge into standardized strategies that agents can call upon in real time. 
• 2. During Service: Real-time Human-Machine Collaboration and Process Control
  During the call, the system can instantly identify the customer's intentions and emotions. It can instantly provide the best communication strategies and response tactics, and through visual guidance, it can lead the agent to complete standardized processes such as reporting maintenance registration, scheme confirmation, and service appointment. At the same time, the system can monitor the agent's service compliance and potential risks in real time, conduct dynamic quality checks and issue warnings. 
• 3. After Service: Automated Processing and Efficiency Enhancement
  After the call ends, the system can automatically extract key information from the call (such as product model, fault, appointment time) and automatically fill out the form. Additionally, it can automatically generate a summary report of the call (intelligent summary), significantly reducing the time for information entry.

• 1. Manufacturing (Toilets, Home Appliances, etc.)
  Manufacturing brands often encounter challenges such as information barriers due to thousands of product models (SKU), complex repair processes, and significant differences in installation details.
  Business scenarios: After-sales service (appointment for on-site installation, product repair)
  Capability application: When a customer provides the product model, the call center assistance system provides real-time recommendations for installation points and parts list. When reporting product quality issues, the system automatically understands the problem, matches repair steps, parts replacement suggestions, etc., and recommends soothing strategies to address the customer's agitated emotions in real time.
  Enabling effect: Effectively avoids on-site delays or secondary services, reduces customer complaints, and significantly improves the first solution rate. 
• 2. Retail and E-commerce
  This industry is characterized by numerous promotional activities, significant policy differences, and a large volume of pre-sale inquiries that occur in concentrated bursts (such as the "618" peak).
  Business scenarios: Pre-sale consultation (promotional activity consultation, product function consultation)
  Capability application: The system can automatically import a large amount of promotional documentation and build an activity knowledge base. When a customer consults about a promotional plan, the system can understand the requirements in real time and accurately recommend matching promotional policies, applicable conditions, and operation procedures. For complex product usage consultations, the system analyzes ambiguous questions through semantic understanding and automatically pushes operation guidelines.
  Enabling effect: Helps agents answer quickly and accurately, avoiding the loss of business opportunities and poor customer experience caused by insufficient information availability. 
• 3. Finance Industry (banks, insurance, etc.)
  The finance industry has extremely high requirements for unified standards, unified processes, and risk compliance in services.
  Business scenarios: After-sales service (business processing, risk warning)
  Capability application: The system uses the process tree diagram function to display the pre-configured compliance script process and guide the agent to execute it in real time. The real-time quality inspection function can identify sensitive words, silent duration, speaking speed, interrupting speech, etc., as risk points.
  Enabling effect: Ensures the uniformity of service standards, reduces the error rate of operations, and strengthens compliance control through real-time risk warnings.