<p><strong>Cricut</strong> 是一家为寻求个性化设计的手工艺者制造激光切割机的公司，面临着许多零售商都熟悉的客户服务问题。Cricut CX 的人工客服在全球 <strong>30</strong> 个国家支持客户，但在服务客户时不得不依赖于多个孤立系统中的多种数据类型，这导致响应时间变慢，并给他们和试图帮助的购物者带来了挫折。</p>
<p>通过采用 Zoom 的 CX 解决方案，该解决方案能够将语音、聊天和视频结合在一个平台上，包括以 AI 为先的自助服务 Zoom 虚拟助手模块，Cricut 能够显著改善客户服务关键绩效指标，达成：</p>
<ul>
<li><strong>50%</strong> 的自助服务解决率（即无需人工介入）；</li>
<li><strong>90%</strong> 的来电放弃率降低；以及</li>
<li><strong>89%</strong> 的来电等待时间减少，从 <strong>15 到 20 分钟</strong> 降至不足 <strong>两分钟</strong>。</li>
</ul>
<p>当电话需要升级时，人工客服可以看到 AI 解决方案生成的历史上下文，减少了重复的需要。Zoom CX 中的 AI 专家助手模块通过实时调取与客户询问相关的文章和资源来帮助人工客服。该解决方案还与 Cricut 的 CRM 平台集成，为客服提供客户历史信息，以便他们知道自己是否在处理高价值客户。</p>
<p>“特别的调味料”，而且考虑到 Zoom 作为视觉通信平台的历史，这就是 <strong>轻松从语音通话切换到视频通话的能力</strong>。这消除了另一个主要的客户服务挫折：在通话中口头描述物品的困难。</p>
<p>“Cricut 不仅使用 AI，还将视频元素作为其客户体验的一部分，这增加了额外的个性化层次，” Zoom 全球客户体验产品营销负责人 Michelle Couture 在接受_零售触点_采访时表示。“让客服能够实时查看和排查 [Cricut 产品的问题]，帮助缩短了他们的平均通话时间，并提高了首次通话解决率。”</p>
<p>此外，Zoom AI 助手生成的通话摘要加快了后续工作，使客服能够花更多时间帮助客户，而不是在文档上花费时间。Zoom 解决方案还可以实时进行情感分析，帮助客服在通话中调整语气和方式，以获得更好的结果。</p>
<h3><strong>零售客户体验中 AI 驱动解决方案的必要性</strong></h3>
<p>根据 Couture 的说法，这种先进的客户体验能力在零售中尤为关键，因为零售面临 “处理客户的额外复杂情况，包括高通话量、大量库存、SKU 和订单”。所有这些因素在假日季节期间都会加剧，给客户和客服都带来潜在的不愉快体验。</p>
<p>“客户体验的挑战实际上是围绕客户摩擦，” Couture 说。“没有人_想要_拨打客户支持电话与机器人交谈，等待长时间的队列并经历挫折。这是一个情绪高涨的时刻。”</p>
<p>为了帮助避免互动走向不良路径，Zoom 部署了所谓的 “连接优先” AI，旨在帮助人工客服保持同理心和准确性。“连接优先强调体验的重要性，而这一切都由 AI 在后台支持，” Couture 说。“<strong>你不想仅仅为了使用自动化而自动化这些对话。</strong> 这关乎于深思熟虑地考虑 AI 的部署位置，[找到] 自动化的合理时机。”</p>
<p>她补充说，AI 驱动解决方案在实时为客服提供支持的能力对 Cricut 特别有帮助：“他们可以查找有关退货的文章，并找出 [他们正在寻找的] 库存是否在其他地方可用。它甚至可以提示客服有关特定促销和价值相关折扣的信息，在整个过程中支持他们。”</p>
<p>Couture 指出，部署 AI 驱动的客户体验解决方案可以在客户服务领域之外产生强大的影响：“我们的客户在如何在客户体验旅程中实施 AI 方面变得更加深思熟虑，以实现组织内的有意义变化，” 她说。“这需要在现代化方面进行更广泛的企业讨论，因为它确实触及到业务的各个方面。”</p>

CRCT

<p>Cricut 是一家激光切割机制造商，由于数据系统孤岛化，面临客户服务问题。通过采用 Zoom CX 解决方案，包括以人工智能为首的自助服务和视频通话功能，Cricut 显著改善了客户服务关键绩效指标。他们实现了 50% 的自助服务率，电话放弃率减少了 90%，电话等待时间减少了 89%。这些人工智能解决方案还为人工客服提供实时资源和情感分析，提升了客户互动和运营效率</p>

<p><strong>Cricut</strong>, which makes laser cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support customers in <strong>30</strong> countries around the world, had to rely on multiple data types kept in siloed systems when serving customers, slowing response times and creating frustration both for themselves and the shoppers they’re trying to help.</p>
<div class="lb-trans"><p><strong>Cricut</strong> 是一家为寻求个性化设计的手工艺者制造激光切割机的公司，面临着许多零售商都熟悉的客户服务问题。Cricut CX 的人工客服在全球 <strong>30</strong> 个国家支持客户，但在服务客户时不得不依赖于多个孤立系统中的多种数据类型，这导致响应时间变慢，并给他们和试图帮助的购物者带来了挫折。</p>
</div><p>By adopting the Zoom CX solutions from Zoom that are capable of combining voice, chat and video in a single platform, including the AI-first self-service Zoom Virtual Agent module, Cricut was able to dramatically improve customer service KPIs, achieving:</p>
<div class="lb-trans"><p>通过采用 Zoom 的 CX 解决方案，该解决方案能够将语音、聊天和视频结合在一个平台上，包括以 AI 为先的自助服务 Zoom 虚拟助手模块，Cricut 能够显著改善客户服务关键绩效指标，达成：</p>
</div><ul>
<li><strong>50%</strong> self-service containment rate (i.e. no human involvement);</li>
<li><strong>90%</strong> reduction in call abandonment rates; and</li>
<li><strong>89%</strong> reduction in call wait time, from <strong>15 to 20 minutes</strong> to under <strong>two</strong> minutes.</li>
</ul>
<div class="lb-trans"><ul>
<li><strong>50%</strong> 的自助服务解决率（即无需人工介入）；</li>
<li><strong>90%</strong> 的来电放弃率降低；以及</li>
<li><strong>89%</strong> 的来电等待时间减少，从 <strong>15 到 20 分钟</strong> 降至不足 <strong>两分钟</strong>。</li>
</ul>
</div><p>When calls do need to be escalated, the human agent can see the historical context generated by the AI solution, reducing the need for repetition. The AI Expert Assist module within Zoom CX acts to help the human agent by pulling up articles and resources specific to the customer’s inquiry, all in real time. The solution also has been integrated with the Cricut CRM platform, providing customer history to agents so that they know if they’re dealing with a high-value customer.</p>
<div class="lb-trans"><p>当电话需要升级时，人工客服可以看到 AI 解决方案生成的历史上下文，减少了重复的需要。Zoom CX 中的 AI 专家助手模块通过实时调取与客户询问相关的文章和资源来帮助人工客服。该解决方案还与 Cricut 的 CRM 平台集成，为客服提供客户历史信息，以便他们知道自己是否在处理高价值客户。</p>
</div><p>The “special sauce,” and one that makes sense given Zoom’s history as a visual communications platform, has been <strong>the ability to switch easily from a voice call to a video call</strong>. This removes another major customer service frustration: trying to describe an item verbally during a call.</p>
<div class="lb-trans"><p>“特别的调味料”，而且考虑到 Zoom 作为视觉通信平台的历史，这就是 <strong>轻松从语音通话切换到视频通话的能力</strong>。这消除了另一个主要的客户服务挫折：在通话中口头描述物品的困难。</p>
</div><p>“Cricut is using not just AI but also the video element as part of its CX, which adds an additional layer of personalization,” said Michelle Couture, Global Product Marketing Lead for CX at Zoom in an interview with <em>Retail TouchPoints</em>. “Giving agents the ability to see and troubleshoot [issues with the Cricut products] in real time has helped cut their average call times and increased first-call resolutions.”</p>
<div class="lb-trans"><p>“Cricut 不仅使用 AI，还将视频元素作为其客户体验的一部分，这增加了额外的个性化层次，” Zoom 全球客户体验产品营销负责人 Michelle Couture 在接受_零售触点_采访时表示。“让客服能够实时查看和排查 [Cricut 产品的问题]，帮助缩短了他们的平均通话时间，并提高了首次通话解决率。”</p>
</div><p>Additionally, call summaries generated by Zoom AI Companion speed up post-interaction work, allowing agents to spend more time helping customers and less time on documentation. The Zoom solution also can perform sentiment analysis in real time, helping agents adjust tone and approach mid-call for better outcomes.</p>
<div class="lb-trans"><p>此外，Zoom AI 助手生成的通话摘要加快了后续工作，使客服能够花更多时间帮助客户，而不是在文档上花费时间。Zoom 解决方案还可以实时进行情感分析，帮助客服在通话中调整语气和方式，以获得更好的结果。</p>
</div><h3><strong>The Case for AI-Powered Solutions in Retail CX</strong></h3>
<div class="lb-trans"><h3><strong>零售客户体验中 AI 驱动解决方案的必要性</strong></h3>
</div><p>These kinds of advanced CX capabilities are particularly critical in retail, which faces “an extra-complex scenario for handling customers, including high call volumes, lots of inventory, SKUs and orders,” according to Couture. All these factors ramp up during the holiday season, creating a potentially unpleasant experience for both customers and agents.</p>
<div class="lb-trans"><p>根据 Couture 的说法，这种先进的客户体验能力在零售中尤为关键，因为零售面临 “处理客户的额外复杂情况，包括高通话量、大量库存、SKU 和订单”。所有这些因素在假日季节期间都会加剧，给客户和客服都带来潜在的不愉快体验。</p>
</div><p>“CX challenges are really around customer friction,” said Couture. “No one <em>wants</em> to call into customer support to talk to bots, wait in long queues and experience frustration. It’s a time of heightened emotion.”</p>
<div class="lb-trans"><p>“客户体验的挑战实际上是围绕客户摩擦，” Couture 说。“没有人_想要_拨打客户支持电话与机器人交谈，等待长时间的队列并经历挫折。这是一个情绪高涨的时刻。”</p>
</div><p>To help avoid having an interaction go down a bad path, Zoom deploys what it calls “connection-first” AI, designed to help human agents stay both empathetic and accurate. “Connection-first places the importance on the experience, which is all enabled on the backend by AI,” said Couture. “ <strong>You don’t want to automate these conversations just for the sake of using automation.</strong> It’s about being thoughtful about where AI is being deployed, [finding] the moments where it makes sense to automate.”</p>
<div class="lb-trans"><p>为了帮助避免互动走向不良路径，Zoom 部署了所谓的 “连接优先” AI，旨在帮助人工客服保持同理心和准确性。“连接优先强调体验的重要性，而这一切都由 AI 在后台支持，” Couture 说。“<strong>你不想仅仅为了使用自动化而自动化这些对话。</strong> 这关乎于深思熟虑地考虑 AI 的部署位置，[找到] 自动化的合理时机。”</p>
</div><p>The AI-powered solution’s ability to provide agents with support in real time has proven particularly helpful to Cricut, she added: “They can source an article about returns and find out whether the inventory [they’re looking for] is available in another location. It can even prompt the agents about specific promotions and value-related discounts, supporting them throughout the process.”</p>
<div class="lb-trans"><p>她补充说，AI 驱动解决方案在实时为客服提供支持的能力对 Cricut 特别有帮助：“他们可以查找有关退货的文章，并找出 [他们正在寻找的] 库存是否在其他地方可用。它甚至可以提示客服有关特定促销和价值相关折扣的信息，在整个过程中支持他们。”</p>
</div><p>Couture noted that deploying AI-powered CX solutions can have powerful effects beyond the customer service area: “Our customers are being more thoughtful about how to implement AI in the CX journey in ways that make for meaningful change in the organization,” she said. “It needs to be more of an enterprise-wide discussion around modernization, because it’s really touching all aspects of the business.”</p>
<div class="lb-trans"><p>Couture 指出，部署 AI 驱动的客户体验解决方案可以在客户服务领域之外产生强大的影响：“我们的客户在如何在客户体验旅程中实施 AI 方面变得更加深思熟虑，以实现组织内的有意义变化，” 她说。“这需要在现代化方面进行更广泛的企业讨论，因为它确实触及到业务的各个方面。”</p>
</div>

人工智能如何帮助品牌 Cricut 将客户服务等待时间缩短了近 90%