Ctrip launched a new customer service robot, in
maintaining the original structure on the basis of customer service robot on
the line, not only will reduce the user fees, but also will enhance the overall
operation efficiency in Ctrip. Users can travel through Ct and APP website Ctrip,
etc., through the use of "online customer service" and "hook" customer service robot.
Automatic reply, but we understand the 'customer
service robot' a small part of the system, the real 'customer service robot' is
a more advanced program, can very quickly solve the needs of consumers, reduce
the cost of booking products. "
for example. When you find the "Ctrip Online
Consultation" (PC Edition) or "Customer Service" (APP version)
via PC Edition or Ctrip Travel, you can experience Ctrip's "Customer
Service Robot" service.
If deep experienced, consumers will find: Different from the staff answering the phone, the robot can answer questions in one to two seconds time, to response to customers' requirements: hotel booking,
ticket booking, refund and some travel " Entry problem "and so on.
Ctrip has a special project team to collect and analyze all kinds of questions from
customers. For general questions from consumers, the question will be posted on the '
Customer Robot' guide page, which solves most of the customer's advice on order processing
and can answer questions about Cthe consumer at the first time. "
In the background system, the robot operation program will be relatively accurate to
the consumer's question: if so, will give a reply; if not, will go to manual services. Ctrip
customer service robot the same way.Technological innovation help Ctrip to enhance the
operation of the automation rate, and thus promote the improvement of operational efficiency. Once
They can save human resources and costs, to know that call center services such as a lot of
manpower costs, the use of robotic services will bemore standardized and low cost of travel.
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