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2021/02/08
Almost every company regards digital transformation as an important task in 2021. In order to accelerate the pace of innovation and transformation of Taiwanese companies, PTSC promotes industrial innovation and transformation as the best partner in digital transformation.
After 2020’s wild ride, almost every company regards digital transformation as an important task in 2021. In order to accelerate the pace of innovation and transformation of Taiwanese companies, PTSC promotes industrial innovation and transformation as the best partner in digital transformation.
Taking into account the practice of digital transformation at home and abroad, Weng Zhihong, deputy general manager of the Digital Transformation Office of PTSC, regards digital transformation from two perspectives: employee empowerment and process optimization from the company’s perspective, and customer experience (marketing) from the client’s perspective. He says that there are four types of innovative products and services with digital transformation. “Of the four major digital transformation paths, the application of customer experience marketing is the most popular. The reason is that the results are immediately visible and the application range is easy to expand.”
After assisting many companies to optimize customer experience through digital technology, Weng Zhihong summarized Taiwan’s customer experience marketing trends into three directions, namely focusing on community management, changing marketing channels from single to multiple channels, and a closer integration of virtual and reality.
Observing the increasing demand of Taiwanese companies for digital transformation, PTSC has launched two major products and services. The goal is to assist Taiwanese companies to streamline their digital transformation goals more efficiently. PTSC provides the introduction of artificial intelligence in response to the boom in customer experience marketing. PTSC’s very own customer service robot—”Hibao”, uses a brand-new user interface to optimize internal and external communication and process efficiency, followed by the role of a consultant to assist companies in the four aspects of design thinking, data thinking, digital ecology and digital culture. Digital transformation strategies give new life to products and even industries. “We can not only provide digital transformation services from the perspective of organization and culture, but also provide digital services in response to the business plan of the company, and then, gradually optimize the innovation and transformation energy of corporate customers.”
It is worth mentioning that Hibao is not only the key for companies to improve customer experience marketing, but also to optimize business processes. PTSC Strategy Innovation Department Project Planning, Lai Zemin, took a company in southern China as an example and pointed out that after the company’s human resources department launched a chatbot based on “Hi Bao”, employees only need to “speak” and “Hi Bao” will act. This helped automate tasks such as providing assistance in asking for leave, renting a meeting room, or linking to the required system page. “In this case, Hibao not only provides a brand-new user interface experience, it is also equivalent to the company’s single sign-on platform, which helps improve employee efficiency and productivity.”
In addition to the above cases, PTSC also assisted a university to create an AI learning wizard that can be linked with LINE@ and Facebook Message through “Hibao”, so that perspective and current students can first understand the school. In addition, a retail dealer handled 20% of incoming customer service calls through “Hibao”, successfully reducing the number of customer service staff from a dozen to two.
Looking to the future, in addition to continuing to assist Taiwanese companies in promoting digital transformation, PTSC’s services will also optimize “Hibao” services in response to customer needs, from recognizing text, images, and voice to providing immersive interactive services and precision (Analysis) Marketing in order to gain the first opportunity and achieve results in unexplored markets.
The above news is from BusinessNext
