Yilianzhong Intelligent Customer Service: AI Driving Transformation in Public Welfare Services

Driven by the dual forces of national policies and the effective application of next-generation information technologies such as cloud computing, big data, blockchain, 5G, and artificial intelligence (AI), numerous industries are accelerating their digital and intelligent transformation, ushering in a new round of变革 in the customer service system market. Leveraging AI technologies including cloud computing, big data, and deep learning, intelligent customer service products have emerged, delivering novel interactive experiences. Intelligent customer service is increasingly becoming the choice for more and more enterprises. According to data from iiMedia Research, the core market size of China’s AI customer service industry reached RMB 150 billion in 2020 and is projected to reach RMB 1 trillion by 2030.

In the public services sector, the introduction of intelligent customer service has transformed the traditional manual support model, enabling users to quickly and easily access personalized, proactive, and professional consulting services from home. However, the public’s diverse individual needs for daily public services, along with the resulting massive data throughput, have imposed higher demands on intelligent customer service systems in terms of backend data processing, algorithm quality, business integration capabilities, and service response efficiency.

To address the specialized application requirements in the field of public livelihood services, Yilianzhong, as a pioneer of digital solutions for China’s public livelihood sector, leverages its extensive expertise in medical insurance, healthcare, and human resources and social security. By harnessing AI capabilities such as knowledge graphs, natural language processing, facial recognition, image recognition, and video analysis, it has built user profiles and precision service models to develop an intelligent customer service product. This product can perceive user needs in real time across various business handling scenarios, delivering an intelligent, end-to-end service experience.

Currently, the Yilianzhong Intelligent Customer Service Platform has been deployed in more than 20 provinces and numerous cities across China, providing intelligent solutions and operational services to industries such as medical security, healthcare, human resources and social security, financial insurance, and elderly care services. Notably, in the realm of internet-based medical insurance services, the Yilianzhong Intelligent Customer Service Platform handles over 67% of all inquiries nationwide. The platform demonstrates significant advantages in channel integration, response efficiency, and data management and analysis, substantially enhancing customer service operational efficiency.

“In the field of artificial intelligence, our intelligent customer service product has been continuously refined and cultivated across a wide range of scenarios, achieving a high level of industry scalability and intelligence. Compared with general-purpose customer service systems, Yilianzhong’s Intelligent Customer Service is an AI solution that is more intelligent, user-friendly, and age-appropriate, while enabling deep integration with industry-specific business operations,” said Zhuang Guoqiang, Deputy General Manager and Technical Director of Zhiding Technology, a subsidiary of Yilianzhong, in an interview with reporters.

The “Zhiding Tiangong AI Platform,” developed by Yilianzhong Zhiding (Xiamen) Technology Co., Ltd., provides the AI capabilities that power Yilianzhong’s intelligent customer service system. This platform also serves as Yilianzhong’s central AI hub in its efforts to drive intelligence across the industry. In recent years, Yilianzhong has continuously strengthened its presence in the field of artificial intelligence, committing to applying AI technologies to a broader range of public welfare services, enhancing the industry’s level of intelligent service, and extending higher-quality, more convenient services to a wider population.

It is reported that Yilianzhong will host the Artificial Intelligence Ecosystem Conference and AI Product Launch Event in Xiamen on July 16, 2022, officially unveiling its self-developed artificial intelligence platform—the “Ziding Tiangong AI Platform.”