Xiaoi is so called “Chinese SIRI”, as the role of AI Assistant, it can help not only capturing the interaction , but also understand and make judgment for caller’s intention, furthermore, assist to automatically response with proper feedback via voice or text message.

The positive feedback with Xiaoi innovative AI solution are extremely obvious and continually grow in many sectors, i.e.

• Finance ：CMB (China Merchants Bank) & Credit Card Center , BoC (Bank of Communications) and Credit Card Center, CCB (China Construction Bank), CGB (China Guangfa Bank).
  
• Service Provider : China Mobile_Jiangsu, China Telecom_Jiangsu, China Unicom
  
• Enterprise : Shanghai General Motors, China Eastern (Air Line), Beijing Xiaomi Technology
  
• Government : Shanghai Municipal HR & Social Security Bureau, Shanghai Meteorological Service
  

Almost every Enterprise/industry has to face Omni-channel Demand for Customer Interaction today, thus, a smart and supporting Omni-channel service’s platform is a must for Enterprise innovative IT adoption. New Customer interaction are driven by Mobile and Social media, i.e. Android APP, Apple iOS APP, Facebook, Greater China market popular IM – e.g.: LINE, WeChat, QQ. In addition to All Dimension of Service Channel and Corporate official Portal…etc., all of above mentioned Multi-channel service may come to one single, unified platform for management, it’s the beauty of Xiaoi Intelligent Platform to deliver.

Xiaoi Intelligent Platform provide interaction Text chat Query service for business information search, also available to support natural language search to fast capture related business functions, i.e. in Finance banking/insurance application, to query account balance, insurance claim, accurate & appropriate response for questions. While providing customer service during interaction, Xiaoi intelligent platform can collect and consolidate all queried issues from all pushing social media channels, i.e. Android APP, iOS APP, Facebook, LINE, WeChat. Xiaoi can assist to provide more informative details or reply most frequency asked questions to backup the insufficient of general customer service representative (CSR) services. The “never sleep” Xiaoi AI based CSR can effectively assist corporate to improve customer service and CSAT, furthermore, to create more happier customers and build up innovated leading company image.

Xiaoi System Platform Architecture cover four main parts :

• Robotic Front End Platform (Core module & process framework)
  
• Intelligent Service Engine (AI)
  
• Unified Management Platform
  
• Storage ( Knowledge DB, Interaction DB)
  

VoicePrint is one of the mature and approved biometrics technology, others like Fingerprint, Iris, Face recognition. At present, there are many challenges to current PIN verification method, about 85% of customers are unhappy with current verification process due to unpleasant experience. Finance industry is a typical example, customer has to memorize their a number of bank accounts and passwords for different bank, credit card and loan account. Finance customer will turn to endure an average of 26 seconds for answering CSR question query for personal identification if they cannot retrieve the information by self-service.

The beauty by using your voice as personal identification if because your voice (pitch and rhythm) is unique. By physical and behavior factor by 200+ of combination, each person has his/per unique voice. “Voice biometrics allows us to fundamentally change the customer experience – from “Who are you ? “ to “How can I help you ? “ , quoted Andrew S. Keen, CAO, Global Consumer Operating Functions, Citi.

There are two methods for Nuance for Voice Biometrics today :

Automatic Verification (VocalPassword): the caller can initiate the service by setting up specific fixed wordings via IVR or mobile App to process, e.g. "my voice is my password". Nuance VocalPassword system will analyzes the specific voice clip and compare with your earlier captured approved voice call. After the voiceprint is verified and passed, the call will transfer to CSR with caller’s data (via CTI and pop-up screen ). CSR can deliver warm greetings to customer’s embedded title and rapidly provide services to customer without asking identification questions, by saving 30 seconds at least.

Different from Vocalpassward, FreeSpeech allow customer to verify their personal ID with Free dialogue while talking to CSR.By using Free Speech approach, the caller is not required to specific phrase for verification.Nuance FreeSpeech system will activate the verification process in passive operation while backoffice getting the “verify” notice. The analysis process will quickly run and come to result. It’ll automatically alert to that “on air” CRS without any further action to take. To skip a series of security vetificaiton questions and make customer happier, it’s the secret of Nuance FreeSpeech solution.