昕力資訊、YouBike微笑單車聯手打造AI客服「YouBike小管家」 更貼近你的心!

October 5th, 2020 – Enterprise software solution provider TPIsoftware partnered up with the biggest bicycle sharing system in Taiwan, YouBike, to launch a new smart customer service system and enhance user experiences with its conversational AI chatbot technology.

● 昕力以旗下Systalk.Chat交談式機器人為YouBike微笑單車建置AI客服「YouBike小管家」,已正式上線。
● Systalk.Chat採「雙腦+一流程」核心模組運行模式,讓「YouBike小管家」傳遞如與真人交談般的詢答服務。

深入臺灣各縣市的公共自行車「YouBike微笑單車」為提升其會員的客服體驗,與昕力資訊合作,以旗下AI產品Systalk.Chat交談式機器人打造AI客服「YouBike小管家」,今已正式上線。
線上對談 輕鬆解惑大小事 YouBike服務再升級!
「YouBike小管家」透用自然語意理解(NLU)技術、機器學習、數據演算及AI人機互動技術,讓用戶可隨時使用3C裝置與AI客服線上交談,舉凡YouBike常見問答、場站資訊、單車借還狀態、失物招領、通報協尋、最新活動、中獎查詢等,皆可從線上對談中獲取資訊,享受更多元、更智慧的服務。

Systalk.Chat「雙腦+一流程」核心模組 給你如與真人對話的交談服務
如此高流暢性與高彈性的對話服務歸功於Systalk.Chat交談式機器人所採的NLU、FAQ與FLOW技術,構成「雙腦+一流程」核心模組運行模式。NLU「自然語言理解技術」讓機器人進行實體識別與意圖分類,分析客戶對話內容的需求,找出語句中指標性的資訊,準確處理個人化情境問題。對於有固定回覆內容的問答則由FAQ「輕量級大腦」勝任,透過資料演算與比對,將字詞正確區分,即便用戶的提問方式多元,回答也能精準、專一;透過FLOW創造「多輪式對話」及「多輪轉多輪式對話」,以來回詢問的方式取得客戶相關資訊,並降低對話情境斷裂感,就算遇到使用者跳轉話題的狀況,機器人也能輕鬆掌握並提供貼近真人對話的服務。

YouBike優化服務體驗 滿足會員需求
YouBike向來以提供會員良好且便利的使用體驗為導向,軟硬體系統皆不斷優化。這次AI客服「YouBike小管家」的上線也讓其會員服務體驗向前躍進!
YouBike微笑單車專案企劃經理莊博欽指出:「為YouBike會員提供創新多元的使用體驗,一直是微笑單車團隊努力的方向,本次與昕力資訊合作構建AI客服系統,讓會員能透過多元渠道(官方APP、網站、LINE、Facebook以及Google語音助理)使用AI客服(YouBike小管家)的服務,快速提供會員獲取所需資訊,並提供自主操作查詢,增加會員對於資訊的掌握度,也更完善了整體用戶服務!」
昕力資訊總經理姚勝富則表示:「因為有YouBike公共自行車,我們才有更完善的大眾運輸系統。在YouBike期望打造更便利的用戶體驗之際,昕力很開心能成為其技術合作夥伴。在萬物大規模智慧化的趨勢下,智能客服是讓一般用戶最有感的AI科技。我們與YouBike以「客戶體驗」為核心,齊力用AI技術打破時間、空間和知識疆域的界限,強化人機協作,帶給用戶極致的智慧服務。」

A leap forward in optimizing customer service experiences
Bicycle sharing systems grow with positive user experiences, and YouBike aims to accomplish this with the constant optimization of its software systems. In launching a new AI-powered customer service system, YouBike has enabled 24-hour online chatbot services through personal devices.
The chabot TPIsoftware designed with YouBike connects with the official YouBike website, LINE, Facebook, and Google Assistant to provide users the information they need, quickly and comfortably. Inquiries can range from bicycle locations, lost and found, and latest events, to FAQs and other services. Users can obtain all the information they need from chatbot conversations, improving customer satisfaction and enhancing the brand image.

A powerful human-like chatbot to upgrade online customer support systems
The key to powerful customer service chatbots lies in the ability to accurately understand end user input. Natural language understanding (NLU) and machine learning can be combined to perform intent classification and entity recognition, allowing chatbots to understand conversation content, correctly grasp user needs, and process relevant information for corresponding services.
Fluent and flexible conversational services are made possible with the addition of FAQ and FLOW technologies, responsible for answering fixed-response questions with diverse inquiry word choices and obtaining end user information required to provide appropriate services through multi-round dialogue. TPIsoftware employed its conversational AI solution, SysTalk.Chat, which fuses these technologies with human-computer interaction to maximize the human-like factor and ensure smooth conversation flow.

An AI chatbot to transform bicycle sharing in Taiwan
Effective AI-powered customer services leave the deepest impressions. The new YouBike chatbot system provides quick access to required information and independent operation queries, increasing the end user grasp of information and improving the overall customer service experience. The collaboration between TPIsoftware and YouBike has strengthened human-computer interaction and brought the ultimate smart customer service experience to bicycle sharing users.

關於昕力資訊 www.tpisoftware.com
About TPIsoftware
昕力資訊股份有限公司(TPIsoftware Corp.) 於2005年成立於台灣台北市,目前員工人數450人,為資訊服務軟體業者,提供各領域相關產品、解決方案與系統建置服務。昕力資訊專精於發展交談式AI解決方案、金融科技、數位銀行服務、壽險行動服務、電信應用服務、行動應用服務、大數據服務與其他系統解決方案,不僅擁有自家產品線,亦提供客製化解決方案,服務跨足國內與海外,更與金融、壽險、通訊、科技等知名大廠建立合作夥伴關係。
TPIsoftware is a software provider with focus in API management, AI chatbots, FinTech, digital banking, insurance. TPIsoftware also provides customized finance, life insurance, communications, and technology solutions domestically and overseas.

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