Sobot is an integrated customer contact center solution provider, offering global enterprises integrated solutions based on the “customer contact center” scenario, including the three-dimensional integration of public domain + private domain, marketing + service, and software + BPO. Currently, it provides services to thousands of leading enterprises in global retail e-commerce, finance, consumer goods, corporate services, education and training, as well as government and public utilities.
Sobot and Amazon collaborate on artificial intelligence
In the face of the “hallucination problem” of generative AI in the field of intelligent customer service, as well as the need for multi-channel integration and interaction in complex scenarios, building on its previous generation of products, Sobot has adopted generative AI services such as AWS Amazon Bedrock and officially launched the Sobot AI Agent for customers. By leveraging AWS Amazon Bedrock to call large language models (LLMs), it introduces Retrieval Augmented Generation (RAG) to reduce the “hallucination” of the models.
Amazon System Architecture Diagram
Moreover, the knowledge base is upgraded to a “knowledge center”, allowing enterprises to maintain a unified knowledge center only, eliminating the need to configure different knowledge bases for different robots or manual workstations. Generative AI can be applied to all contact entrances. Through the unified knowledge center, it can understand, extract and generate responses, enabling all businesses to be empowered by generative AI.
Additionally, based on the knowledge of a single language version, the translation capabilities of large models can be used to automatically generate multi-language knowledge in different versions, enabling enterprises to easily handle business in multiple countries. Through intelligent questioning, intelligent collection by large models, and intelligent transfer to human agents, enterprises can configure personalized workflows in the existing service processes. Through intelligent task processes, robots can automatically conduct inquiries and handle responses throughout the process, forming a business closed loop.
In the end, Sobot has created a new intelligent customer contact model of large models that integrates “omnichannel application”, “high-accuracy response”, “light operation and maintenance”, and “personalized guidance”, further improving the customer service and operation efficiency of enterprises.
Sobot is a long-term partner of AWS. Based on generative AI services such as AWS Amazon Bedrock, it provides RENOGY with a global customer service contact center solution.
Project Background
RENOGY is a provider of solar energy products and services, committed to providing users with multi-scenario energy solution products and plans relying on solar energy and energy storage technologies. Mainly focusing on after-sales application scenarios, it needs to handle consultations from customers across various channels, including Amazon, the official website, emails, and phone calls.
Enterprise Requirements
Unified access across all channels, and data of the same customers following different channels can be synchronized.
The online robot has the ability to independently handle customers and can assist online customer service.
The call center system is stable and can flexibly meet business needs.
The work order system can handle emails from multiple channels.
Solutions
An integrated workbench that combines online robots, online customer service, call centers, and work orders, supporting the access of customers from all channels. Agents can provide unified reception, and customer data information is synchronized in real time.
The online robot can independently handle customers, stand by 7/24 to provide self-service to customers and solve frequently asked questions (FAQs) and other problems.
The work order system of Sobot integrates the ability of email work orders, and connects with channels such as Amazon to support the unified processing of emails from multiple mailboxes on one platform.
The integration capabilities of Sobot: It is strongly integrated with Salesforce to meet business needs.
Business Value
The independent reception rate of the robot is over 80%, the problem-solving improvement rate is 50%, and the customer satisfaction rate is over 95%.
