淘寶天貓上線商家版自助服務大廳 拓全場景智能服務平台
淘寶天貓公布,近日正式上線商家版自助服務大廳,與商家及生態夥伴共建售後全鏈路全自動解決體驗,提升消費者售後問題解決體驗和處理效率。
面向商家,自動服務大廳提供三項核心能力,包括平台官方工具能力內置,價保、退定金、中獎查詢等即開即用;支援商家快速搭建售後工單登記能力,如物流異常、商品少發/漏發等;支援商家自研或自購服務工具接入,如在途改地址與催發貨等。截至目前,行業龍頭TP服務商樂其,行業龍頭ISV (獨立軟件開發商)班牛及聚水潭等都已完成接入。
淘寶客戶運營部相關負責人介紹,自助服務大廳旨在打造一個全場景的智能服務平台,可以一站式自助解決售後大小事,提升消費者體驗,降低商家服務成本。
今年618期間新增4個自助服務工具,包含退定金、發貨後改地址、線上換貨、權益加增補發,累計節省客服工時近4,000個小時,極大緩解商家人工客服處理壓力。其中「線上換貨」場景,原本人工客服處理平均每單用時4分鐘,採用自動處理後,1萬個訂單就節省667個小時。
截至目前,店小蜜AI客服通過與班牛、樂其等夥伴能力協同,已在多店舖實現催物流、改地址及退差價等場景的全鏈路自動化,618期間智能解決率提高20%。
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