In 2016, the industry marked the dawn of artificial intelligence, and by 2017, it had entered a phase of rapid expansion. The call center sector, in particular, became one of the most promising fields for AI application, where its advantages were clearly visible and where it proved to be the ideal platform for early-stage AI implementation.
In 2018, Hanyun Communication introduced an intelligent service model centered around "artificial intelligent interactive voice system." This innovation enabled human-like communication, support during interruptions, and reduced the burden of repetitive tasks on employees. It helped businesses create more efficient and effective call scenarios.
**I. Market Demand and Pain Points Analysis**
**1. Development Trends of Artificial Intelligence**
As early as March 2017, the government work report emphasized the need to accelerate research and development in AI technologies, aiming to expand and strengthen industrial clusters. This was the first time that "artificial intelligence" appeared in the official document, highlighting its growing importance.
**2. Pain Points in the Outsourcing Call Industry**
- **Intense Competition:** High market pressure, limited business opportunities, and rising operational costs.
- **High Recruitment Costs:** Difficulty in finding, training, and retaining qualified staff.
- **Customer Acquisition Challenges:** High hang-up rates, long lead times, and emotional stress on sales teams.
- **Costly Operations:** Rising wages, commissions, social security, and overhead expenses.
- **High Staff Turnover:** Difficulties in managing both new and experienced employees, leading to increased recruitment and management costs.
- **Long Training Periods:** New hires often lack experience and standardized selling techniques, which delays productivity.
- **Inaccurate Data Tracking:** Real-time changes in customer intent and inconsistent record-keeping make data analysis challenging.
**3. Application of AI in the Outsourcing Call Industry**
- Intelligent telemarketing with real-life voice interaction.
- Hybrid models combining AI and manual customer service.
- Automated follow-ups and voice notifications.
- Speech analysis, semantic understanding, and integration with backend services.
- AI-powered web and WeChat customer service.
- Intelligent query and data analysis tools.
**II. Highlights of Hanyun Communication’s Intelligent Voice Interaction Program**
**1. Value of Intelligent Voice Interaction**
- **Efficient Filtering:** Automatic outbound calls and quick sorting of customer data, increasing conversion rates.
- **Accurate Big Data:** Precise call tracking, keyword extraction, and automatic gender recognition.
- **Low-Cost Management:** Reduced labor, training, and hardware costs through online operation.
- **Standardized Implementation:** Ensuring consistent speech, emotional control, and customer classification.
**2. Customized Automatic Voice Interactive System**
- Real-life voice group calling with one-click initiation.
- Continuous learning and optimization through AI and manual adjustments.
- Industry-specific templates tailored to different sectors.
- Flexible task settings, full recording, and integrated CRM systems.
**3. Massive Marketing in Three Steps**
- **Intelligent Batch Calling:** Efficient outbound strategies that detect invalid numbers and improve productivity.
- **Voice Interaction:** Natural language processing and real-time dialogue for better customer engagement.
- **Automatic Intent Analysis:** Accurately identifying customer intent based on conversation duration and content.
**4. Five Key Features of Hanyun Communication's Intelligent Call Center**
Speech recognition, natural language understanding, multi-round dialogue, knowledge mapping, and accurate big data analytics, along with seamless handoff to human agents when needed.
**5. Performance Comparison: Traditional vs. AI Sales**
- **Traditional Manual Sales:** 100–300 calls per day; high fluctuation in performance; repeated training required; higher cost structure.
- **AI Sales:** 800+ calls per day; consistent performance; self-learning capabilities; lower fixed costs; automated data tracking and classification.
**6. Key Technologies of Hanyun Communication Solution**
- Speech recognition accuracy up to 90%, using deep neural networks (DNN) and natural language processing (NLP).
- Self-learning AI with fast training and silent agent mode.
**7. Technical Details for Large Customers**
- Enhanced speech recognition with 10% higher accuracy.
- Fast response times (400ms locally, 800ms on average), faster than most competitors.
- Advanced CRM integration, predictive multi-concurrency, and database compatibility.
- Mobile-friendly access via H5 and cloud or local deployment.
- Support for offline and cloud-based operations with secure communication.
**8. Five Major Security Systems**
- **Cybersecurity:** SSL/TLS encryption and professional security assessments.
- **Application Security:** Encrypted data storage and bank-level encryption standards.
- **Physical Security:** 5-star telecom-grade data centers with disaster recovery measures.
- **System Security:** Cloud-based security from Alibaba Cloud and comprehensive monitoring systems.
- **Management Security:** Confidentiality agreements to protect enterprise data.
**9. Value-Added Services**
- Database setup and optimization assistance.
- 7x24 support and on-site training.
- Post-deployment maintenance and system optimization.
**10. Key Features of Hanyun Communication’s Intelligent Voice System**
- **Liberating Talent:** Reducing repetitive tasks and allowing professionals to focus on high-value work.
- **Data Analysis:** Creating detailed customer profiles using voice data, including gender, age, and conversation insights.
- **Cost Reduction:** Lowering recruitment, training, and management costs.
**III. Applicable Industries**
- Financial and insurance sectors: intelligent collections, P2P lending, insurance, and fund services.
- Telemarketing: real estate, product promotion, legal services, and event invitations.
- Customer service centers: complaint handling, enterprise support, and after-sales services.
- Internet industry: service confirmations, notifications, and online support.
- Government agencies: public consultations, complaints, and appointment services.
- Recruitment and training: interview notices, audition invitations, and course promotions.
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