Product expert in the field of finance, author of "Essential Reading for Internet Finance Product Managers
Senior product manager of a major Internet finance company, he joined the Internet industry in 2005 and entered the Internet finance industry in 2014. He has served as senior product manager of Baidu, product director of Hainan Airlines Group, etc. He is the author of the best-selling book "Must Read for Internet Finance Product Managers". He has rich experience in C- and B-side products, and has participated in and organized the construction of Internet product architecture and user growth strategy from 0 to 1 for many times. He has in-depth research on product manager career skills development and career planning.
Intelligent customer service construction and prospect of human-machine collaboration
Case Overview: In the current era, both Internet companies and traditional companies are facing the scarcity and expensive nature of customer acquisition traffic. How to provide targeted service experience and service design for different customer groups is the core topic. Especially the right node to provide the right help is especially important for business conversion rate. Intelligent customer service system plays a key role as the most important digital grip. It can effectively solve the problem of customer retention conversion and continuous customer satisfaction improvement. Intelligent and real person perception of customer service system is the future trend, while human-machine collaboration, chatgpt, and virtual digital person technology concept are also the new direction of the future. This session will start from the flow entrance, explain the key nodes of the whole journey of customer service through financial products and traditional enterprise products as examples, the help of customer service system to customer business decision, and the architecture design of customer service system, and finally talk about the current situation cases and future trends of customer service system and meta-universe digital human of banks and traditional partners. Audience Benefits: Learn the latest methodology of customer service key moments, understand the full process path design of financial products, learn the full architecture of customer service system digitalization, understand the current situation of customer service system landing in domestic banks and traditional enterprises, understand the latest chatgpt human-machine collaboration, live video customer service, digital people and virtual service business hall market status Case highlights: This course will start from the flow entrance, through the financial products and traditional enterprise products as an example, explain the key nodes of the whole journey of customer service, the help of customer service system to customer business decision, and the architecture design of customer service system of banking system and traditional enterprise, and finally talk about the current situation of customer service system cases and future trends. Case presentation outline: What is the key moment of customer service journey Customer service + marketing communication framework based on key moments Customer satisfaction data collection system Refined customer service strategy design based on multi-dimensional data Human-machine collaboration, live video customer service, bank digital business hall and other case outlook