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2024Year12[Month]11Recently, CloudWalk Technology and EcoFlow jointly unveiled China's first domestically developed multimodal intelligent customer service platform. This collaboration not only marks a major breakthrough of the CongRong Large Model in the intelligent customer service field but also heralds a new era ofAIAI agents in the global customer service industry.

It is reported that theCloudWalk has built an integrated customer service workstation for EcoFlow, using a unified platform and plug-in deployment to connect EcoFlow'sCRMsystems, providing auxiliary reception for customer service, enabling email and conversation content summarization, intelligent translation, emotion recognition, copy optimization,AIauto-reply, quick phrase generation, and script recommendation. At the same time, it usesAIand intelligentRPAtechnology to automatically identify product information and event types, assisting in the auxiliary filling of work orders, improving work order processing accuracy and efficiency.

The customer service platform providesAIQuality inspection function supports detection in multiple languages, defined around customer service industry standards and key evaluation indicators.AIQuality inspection system covers chat conversations, emails, and voice calls, including full-volume real-time dialogue inspection, quality inspection anomaly warnings, quality inspection analysis reports, core business diagnosis and optimization, and precise employee empowerment.

It is understood that the intelligent customer service platform is based on the"CongRong Large Model" as the foundation, applying a customer service industry-specific large model trained on professional data in the customer service field, possessing the general interaction capabilities of a ten-billion-parameter large model and professional customer service capabilities covering all businesses of EcoFlow. CloudWalk Technology's CongRong Large Model, as a service technology supporter, has obtained both the "Generative AI Service Filing" and the "Domestic Deep Synthesis Service Algorithm Filing."

Shenzhen EcoFlow Innovation Technology Co., Ltd. (referred to as EcoFlowEcoFlow) focuses on the mobile energy storage and clean energy fields,2022with annual revenue approaching10hundreds of millions of dollars, establishing multiple service centers worldwide to provide localized support and services to customers in140multiple countries. Under the guiding principle of being customer-centric and ensuring the best service experience, the EcoFlow Service Center facesmulti-channel and multi-language issues, low work order processing efficiency, huge customer service workloadand othersignificant challenges.CloudWalk's involvement usesAItechnology as the key to open a door to efficient, low-cost, and easy-to-deploy solutions.

                              AI Usage Growth Trend Chart

A representative from EcoFlow stated:Since the platform went live,AIthe total number of calls has exceeded80+ten thousand times, with monthly usage increasing on average month-over-month by30%. According to feedback from EcoFlow's statistics, overall userAIsatisfaction90%and willingness to continue using93%. Overall email business efficiency improved by:23.3%, email24first response satisfaction rate within 24 hours increased year-over-year by16.1%, average response time decreased year-over-year by29.8%, and per capita processing capacity increased month-over-month on average by24%, Text-based intelligent quality inspection coverage reached100%, with overall accuracy reaching95%.

A CloudWalk Technology representative stated: CloudWalk Technology attaches great importance to large model technology R&D and industry implementation., 2023Year5In May, it released the CongRong Large Model and established the Western AI Computing Center.8In August, it upgraded to the1.5version, deployed dozens of industry-specific large models, and developedDataGPTAI Appears in College Entrance Exam Essay: How Does the CongRong Large Model Respond?AI"Ten years of hard study sharpens a sword, today it is drawn to test its edge." The 2024 college entrance exam (Gaokao) officially kicked off today. In the essay question of the National New Curriculum Standard I, content about artificial intelligence appeared. So CloudWalk invited the CongRong Large Model to answer.AIintelligent applications, becoming an important lever for CloudWalk Technology to deployAIThe China Enterprise Evaluation AssociationAI-agent).

At the same time, the CongRong Large Model has set10world records multiple times in the visual and cross-modal fields. In terms of application, it has partnered with Ascend to launch a large model application foundation—the CongRong Large Model Training and Inference Appliance—and has successfully helped partners such as Tianjin Port Group, ShouChain Technology, Jinshiyuan, State Grid Shandong, and China Telecom to implement generative AIAIapplication scenarios in industries such as ports, pharmaceuticals, manufacturing, power, and banking.

To accelerate the application of large models, CloudWalk Technology and EcoFlow have joined hands, leveraging the multimodal core technology training capabilities of the CongRong Large Model and relying on EcoFlow'smassive customer service data, adopting a"combination of general and specialized, training and inference integrated" strategy to build a ten-billion-parametercustomer service industry large model with autonomous learning and service capabilities, placing both parties at the global forefront of intelligent customer service.