Project Background

With the advent of the 5G era, a large number of after-sales work orders, cumbersome fault reporting processes, lack of transparency in integrated management processes, and simplistic response robots will greatly consume operational resources and lead to poor customer experiences. The previously built simple response robots unable to accurately understand issues or provide proactive guidance and service.In order to address these pain points, China Mobile actively sought a breakthrough in intelligent operations and maintenance, collaborating with Infodator to construct a super intelligent entity solution to empower after-sales scenarios such as fault reporting and customer service. With close cooperation from the Infodator project team, the entire process from requirement analysis to formal launch was completed in just two months, effectively unleashing the practical business value of the intelligent entity and helping the operator build an intelligent operations and maintenance system.

Project Description

· Private Knowledge Base Construction

The "Wisdom" large model collects and organizes abundant internal knowledge resources of the telecom operator. By designing knowledge structures and organizing methods, it constructs an exclusive knowledge base that is easy to access and search. Through continuous accumulation and training of the knowledge base, it helps in recording and resolving customer issues and collecting similar problems, further promoting knowledge sharing and collaboration, effectively assisting employees and machine customer service in maintaining corresponding business tasks.

Enterprise WeChat Intelligent Customer Service

To adapt to customer habits on WeChat, Infodator's iBot integrates with the provincial operations and maintenance system and the WeChat platform, providing government and enterprise customers with 24/7 response services through WeChat groups. The "Wendao" large model significantly enhances the intelligence level of machine customer service, while the private knowledge base empowers intelligent customer service with strong capabilities in semantic understanding and content generation.

Intelligent Fault Reporting Integrated Platform

Infodator's Hyper Agent Platform (HAP) utilizes advanced technologies such as low-code development and Hyper Apps to rapidly build a flexible and unified end-to-end intelligent fault reporting platform for the telecom operator. After receiving fault work orders, it can automatically complete processes such as identity recognition, fault point identification, fault knowledge base retrieval, automatic reporting, and progress response.

Project Results

Infodator has developed an integrated super automation platform for Konica Minolta, achieving a qualitative leap from relying on RPA robots to collaborating deeply with digital employees. This aligns with Konica Minolta's long-term vision for digital transformation. Business processing time has been reduced from 15 days to 10 minutes, monthly order processing has increased by several tens of times, error rates have decreased from 14% to 0.3%, saving 2,270 person-days per year. The efficiency per capita has reached the top in the industry, and the automated projects implemented in collaboration were selected as the KM Global Annual Technology Innovation Projects.