On June 11, SANY signed a strategic partnership deal with the tech giant Tencent to build the first smart call center in the industry and to enhance SANY’s reputation with its high efficiency customer service.
Group photo of the Tencent visit at the headquarters of SANY
According to the agreement, Tencent will help build a comprehensive smart call center to integrate all sub-centers, public platforms, WeChat mini-programs, relevant websites, and APP of SANY’s 17 business divisions to realize information sharing and high-efficient cooperation.
It is reported that the smart call center has multiple functions including intelligent real-time meeting, AI outbound, smart deployment, and smart customer service, and it will be equipped with the cutting-edge intelligent knowledge database to ensure fast searching and to improve the efficiency and accuracy of service.
SANY Onsite Service Team
In addition, the center will have the first digital service team in the industry and an AI robot, which can high-efficiently cope with 83 percent of the repeated inquiries to ensure a better customer experience.
Taking the maintenance service request as an example, the traditional service pattern may cost more than ten minutes considering the call answering, customer checking, order input, and service staff dispatch. With the adoption of the new system and intelligent service, the time can be significantly shortened to three minutes.
The Parts Service of SANY America
It’s worth mentioning that, SANY’s Root Cloud, China’s leading industrial internet platform, has adopted Tencent cloud computing and until now, it has already connected 580,000 units of high-value equipment and acquired about 10,000 parameters, which provides intelligent service for the hundred-billion enterprise.
Liang Dingan, General Manager of Tencent Cloud believes this cooperation will be a good opportunity to walk in synchronization with China’s strategy to develop industrial internet and intelligent manufacturing. Tencent will fully support SANY’s digitalization with its advantage in technology and the ecosystem.
About Tencent:
Founded in November, 1998, Tencent is a leading provider of Internet value added services in China. Since its establishment, Tencent has maintained steady growth under its user-oriented operating strategies. On June 16, 2004, Tencent Holdings Limited (SEHK 700) went public on the main board of the Hong Kong Stock Exchange.
Presently, Tencent provides social platforms and digital content services under the “Connection” Strategy. Tencent’s leading Internet platforms in China – QQ (QQ Instant Messenger), Weixin/WeChat, QQ.com, QQ Games, Qzone, and Tenpay – have brought together China's largest Internet community, to meet the various needs of Internet users including communication, information, entertainment, financial services and others. As of March 18, 2020, the combined monthly active user of Weixin and WeChat has reached 1.164 billion.