JD AI hexiaodong: artificial intelligence drives the upgrading of retail service experience
recently, the Fourth Global Software Industry Development Summit Forum of the 23rd China International Software Expo "giving play to the head goose effect and moving towards the intelligent + era" was held in the Beijing exhibition hall
zhuxiumei, deputy director of the science and Technology Department of the Ministry of industry and information technology, attended and delivered a speech. Representatives from,,, Didi travel, Kuangshi technology, Tencent cloud, Skyworth and other enterprises delivered keynote speeches around artificial intelligence. Dr. hexiaodong, vice president of technology of JD group, executive vice president of the Intelligence Research Institute, attended the forum and gave a keynote speech on "artificial intelligence drives retail service experience"
Dr. hexiaodong said: "Artificial intelligence technology has changed retailing. We not only focus on improving efficiency, but also hope to bring users a warm shopping experience. On the surface, the dialogic intelligent retailing experience provides users with a dialogic experience of consultation, interaction and care. In essence, it technically covers multiple rounds of dialogue, emotional intelligence, cognitive intelligence, game and decision-making. Artificial shopping guide is costly and inefficient. Artificial intelligence technology can bring To better experience, through artificial intelligence technology, research and develop the application of vision, language and knowledge map, provide customers with exclusive "shopping guides", further reduce shopping costs, improve shopping efficiency, and create a warm intelligent shopping experience. "
in terms of pre-sales, JD AI has created "alpha · Xiaozhi" to provide pre-sales consulting services for 60000 brand suppliers and pop merchants. Alpha · Xiaozhi will analyze the real needs of consumers, improve the customer service efficiency by nearly 50%. At the same time, it will recommend household appliances that are more in line with consumers' needs according to consumers' past browsing, purchasing and consulting records, Thoroughly solve the pain points of consumers such as "slow response to consultation, unprofessional response to consultation, and failure to recommend household appliances that meet the needs of consumers"
in terms of after-sales customer service during the "618 promotion" in 2019, JD intelligent customer service provided 24-hour, all-weather services, and accumulated more than 32million consultations during the period
at the same time, JD intelligent customer service expanded its service scope to JD logistics business for the first time (consultation response and large appointment outbound calls. Currently, large appointment outbound calls have been fully launched in 12 cities nationwide, including Beijing, Shanghai, Tianjin, Harbin, Mianyang, Jining, Handan, Gu'an, Xiangyang, Taiyuan, Zhongshan and Yinchuan, and will be launched in more cities in the future). The peak reception volume reached 46.9w times from 0:00 to 1:00 on the 18th, Record high; On June 1, JD voice intelligent customer service robot was launched for the first time in Shanghai, Jiangsu, Sichuan and other ten provinces and cities, and was opened to the whole country on June 18. On June 18, it received more than 20000 people, provided intelligent voice response services for users, and targeted alleviated the phenomenon of customer consultation and queuing
"JD AI exports its AI technology through the neuhub platform and 'jointly builds, shares and shares' with its industrial partners." Dr. hexiaodong said that JD AI is currently building a neuhub AI open platform to jointly build an AI industry ecology with many AI development and application partners through technology research and development, industrial application and ecological construction. At present, the average daily call volume of neuhub platform has reached more than 1.5 billion times
it is reported that Dr. hexiaodong's research focuses on the field of artificial intelligence, including deep learning, natural language processing, speech recognition, information retrieval, computer vision and multimodal intelligence. Its work includes DSSM, so plastic bottle manufacturers can appropriately increase the price of plastic bottle items/c-dssm (deep structure semantic model/deep semantic matching model), Han (hierarchical attention network), image description robot caption BOT, automatic painting robot drawing BOT, etc. He also served as the chairman of IEEE Seattle chapter, deputy editor in chief, guest editor in chief, executive editor in chief of several academic journals of IEEE and ACL, and the organizing committee or field chairman of important academic conferences. At the end of 2018, Dr. hexiaodong was selected as an IEEE fellow. Before joining jd.com, Dr. hexiaodong worked at Redmond Research Institute in the United States as the principal researcher and the head of the deep learning technology center (DLTC). Dr. hexiaodong is also an adjunct professor and honorary professor at the University of Washington (Seattle), Tongji University, the Chinese University of Hong Kong (Shenzhen) and the Central Academy of fine arts
at present, all walks of life are exploring new applications combined with technology and artificial intelligence. Relying on the technology and experience accumulated in the whole value chain scenarios of JD retail, logistics and finance, JD AI is committed to using artificial intelligence to help optimize business scenarios to reduce costs, improve efficiency and enhance user experience. However, this greatly requires the inspection experience of users. In the future, Jingdong AI metal fatigue test will continue to do research while landing, continuously promote the integration of AI and the real economy, promote the integration of industry, University, research and application, drive industrial development with technology, and create greater value for the society with an open attitude