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Intelligent exploration and research on large-scale crm systems

URN C24.0.697
Topics Customer experience management, Customer Relationship Management (CRM), Metaverse

Promoting the digital transformation of global industries , using RPA automation tools and AI assistants to effectively improve production efficiency, reduce customer processing time, and enhance customer satisfaction.

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How to give full play to the advantages of the intensive cloud-based BSS system and improve customer experience and salesperson productivity is the main problem faced by China Unicom's BSS system, which has the largest number of users in a single system in the global telecommunications industry. In terms of improving customer experience, we propose methods,such as online video business hall, metaverse business halls, and AI salespersons,to enhance convenient and diverse experiences for Generation Z customers. In terms of improving business productivity, we mainly use process mining and optimization, using RPA automation tools and AI assistants to effectively improve production efficiency, reduce customer processing time, and enhance customer satisfaction.

Team members

AsiaInfo Technologies (China), Inc. logo
Beijing Tianyuan DIC Information Technology Co. Ltd. logo
China Unicom logo
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