亚信科技

The rise of independent brands is evident with the rapid development of technology in the automotive industry today. At the same time, competition among enterprises is no longer limited to the products themselves. “Customer service,” as a key capability, is becoming a core competitiveness that domestic automakers are striving to build, with digitization and intelligence being important directions for customer service development. 

Recently, DONG FENG E-LINK AUTOMOBILE SERVICE CO., LTD. (hereinafter referred to as “DONG FENG E-LINK”), a subsidiary of Dongfeng Motor Corporation, announced the bidding results for the “Development and Operation and Maintenance of an omnimedia Intelligent Customer Service System” project. AsiaInfo, leveraging its outstanding full-link data intelligence service capabilities, abundant “carrier-grade” customer service, and digital intelligence operation experience, stood out among numerous strong competitors and successfully won the bid.

As one of China's four major automobile groups, digital transformation is a critical path for Dongfeng Motor Corporation's strategic development and an inevitable choice for achieving the “Rise of Dongfeng” plan, the “Leapfrog Action” for sci-tech innovation, and advancing towards an excellent Dongfeng and a world-class enterprise. DONG FENG E-LINK's business includes automobile distribution, after-sales service, digital marketing, customer service centers, used cars, and other fields. Facing new market trends and diversified customer needs, DONG FENG E-LINK's customer service center actively embraces changes. It is committed to building an omnichannel unified architecture and a highly scalable customer service system through digital intelligence technologies and solutions. It aims to break down VOC data islands, improve the level of information automation processing, thereby enhancing customer service response speed and processing efficiency and providing customers with a better service experience. This will more effectively support Dongfeng Motor Corporation's independent passenger vehicle development strategy.

In response to actual needs, AsiaInfo has tailored a comprehensive and forward-looking digital intelligence customer service system solution for Dongfeng Motor Corporation. This solution integrates intelligent customer service technology, VOC management, and artificial intelligence, helping Dongfeng Motor Corporation improve its customer service and sustain business growth.

Figure: Schematic Diagram of the Omnimedia Intelligent Customer Service Solution

Regarding customer data integration, it reconstructs a real-time, efficient, and interconnected customer service work system. AsiaInfo has integrated Dongfeng Motor Corporation's omnichannel customer service data, including historical customer interaction records, purchase records, maintenance records, etc., forming a rich and dynamically updated customer information database. This significantly optimizes the customer service experience.

In VOC management, AsiaInfo has built an enterprise-level module for comprehensively and precisely listening to user feedback. The new system will adopt advanced natural language processing technology and machine learning algorithms to analyze customer feedback deeply. It uses precise sentiment analysis models and topic mining algorithms to automatically classify and summarize key topics in customer feedback and quickly map out hotspots of customer concern. With the help of big data analysis technology, it processes massive VOC data in real time and analyzes trends. What's more, through continuous VOC monitors, it helps Dongfeng Motor Corporation promptly identify potential product quality or service experience issues, enabling wiser decisions in product development and service upgrades.

In terms of platform construction capabilities, based on the “data + model + capability” model, it builds an omnimedia intelligent customer service platform that is scalable, open, secure, supports cross-platform operation, is easy to use and maintain, and fully meets Dongfeng Motor Corporation's “information innovation” requirements. The platform has powerful multi-channel access capabilities, seamlessly connecting various customer contact channels such as phone calls, official websites, mini-programs, and APPs, ensuring that customers receive consistent and high-quality service experiences anytime and through any official channel. In addition, it helps the customer service center quickly form a closed loop of service response, issue handling, and satisfaction tracking.

It is expected that after the system goes live, the response efficiency and service quality of DONG FENG E-LINK's customer service center will be significantly improved. At the same time, from service acceptance to issue closed-loop management, it will achieve more efficient full-link visual management. Most importantly, regarding VOC, the new system can deeply insight into key pain points and areas for improvement in customer feedback. Through precise sentiment analysis and topic mining, it quickly identifies trends in customer mentions of vehicle performance, interior design, after-sales service, and other aspects and promptly captures potential customer demands for product functions and service innovations. This will help Dongfeng Motor Corporation maintain keen customer insights in product optimization and upgrades, service process improvements, and market strategy adjustments, steadily advancing in the fierce market competition.

“Digitization” has become an indispensable key strategic path for Dongfeng Motor Corporation's development to becoming a world-class enterprise. As an important service sector under Dongfeng Motor Corporation, DONG FENG E-LINK unswervingly adheres to the core value of “customer-centered philosophy,” proactively implements digital transformation requirements in all aspects of corporate operations, spares no effort to enhance the customer service experience, and meticulously builds a diversified automotive lifestyle service ecosystem. The construction of the intelligent customer service system is a far-reaching and significant practical exploration of Dongfeng Motor Corporation's path of digital intelligence transformation, fully demonstrating Dongfeng Motor Corporation's determination and confidence to embrace change actively, dare to innovate, and breakthrough in the new era, as well as its great attention and deep understanding of customer needs.

AsiaInfo and its subsidiary, iDigital, have been deeply involved in the automotive industry for many years. With a profound understanding of the automotive business and strong software technology capabilities, they have built a full-link digital intelligence service system covering consulting and planning, product research and development, implementation and delivery, system integration, intelligent decision-making, and data operation, and helped independent brand automakers enhance their core competitiveness and jointly build a new era of China's automotive industry 4.0!