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2021/04/01
Weng Zhihong, Chief Digital Transformation Office of Pershing Technology Services Co., Ltd.
Nowadays, various industries have invested in digital transformation, hoping to strengthen their business physique. It is a pity that many information service providers and business users think of digital transformation too narrowly, as they only import corresponding digital tools based on specific topics, so that only limited digital optimization can be achieved, which is far from true “transformation.”
“We found that after introducing a set of digital solutions for the company through a project, the owners were often dissatisfied, and then always asked to import the second and third sets.” Falling into the cycle of overlapping and redundancy, it is better to clarify the transformation purpose of the enterprise from the beginning, design the most suitable digital technology solution based on this purpose, and get things right from the start.
For this reason, in recent years, Persing has actively promoted self-transformation. Instead of taking traditional SI routines, it uses the deepening of consulting service energy to understand the direction of progress that the company wants to achieve, and then tailors the best plan based on the company’s shortcomings.
Weng Zhihong notes that in order to converge the digital transformation path of enterprises and avoid falling into fragmented themes, Pershing defines four major transformation directions, including internal “employee empowerment” and “process optimization”, and external “product transformation” and ” “customer management”–all four are within the scope of Pershing’s services.
Take the “customer management” with high inquiries as an example. Many companies want to do digital marketing. According to the usual SI practice, they will directly start the “digital marketing” project. On the other hand, Pershing will not directly fall into the theme and mobilize its subordinates first. Consultants talk with companies to explore the motivations of digital marketing, and they often find that digital marketing is just a means to an end. The real goal of the company is to increase the number of customers, customer adhesion, or turnover.
According to the ultimate vision of the company, Pershing will design a complete customer experience management plan, which may include digital marketing, multi-channel/single-channel operation, customer data cleaning and other related tools, bringing together all the necessary elements, so that the company will not miss out, making it easier to implement goals.
“The most important thing is that Pershing’s consulting service contains the characteristics of “design thinking” and “data thinking”,” said Weng Zhihong. When talking with companies, Pershing will expand the scope of demand interviews and find relevant people to do multi-angle inquiries, such as pushing digital marketing to include business and customer service, exploring the real needs and design solutions that maximize the benefits of the enterprise. This type of method is “design thinking”.
Weng Zhihong emphasized that in the process of digital transformation, data retention is an important first step. Pershing consultants will clarify the details of the acquisition, storage, and use of relevant data according to the transformation needs of the company to ensure that the company can grasp the complete data when promoting various services (such as an article on the official website, who has read it, how long, length of time, etc), in order to continuously optimize and adjust the digital decision-making, this type of method is “data thinking”.
Another important piece of the puzzle of Pershing’s digital transformation service is the “Hibao” Service Bot (smart service robot) empowered by AI. Lai Zemin, a project planner of Pershing Technology Service Strategy Innovation Center, pointed out that in general, Chatbots usually use keywords to identify user intentions and then give answers; but the same question may have different permutations, and the user’s question may not fall in the Chatbot question bank, causing answer. This is a risky case that Hi Bao looks forward to dealing with. Hi Bao uses AI semantic analysis technology and uses the back-end “brain”, IBM Watson, to perform semantic training, continuously growing more intelligent and accurately grasping the intent of the questioner.
HiBao can not only talk and reply, but also connect various services through API to find out the information the user needs from background information. For example, a certain company in Southern China uses Hibao as a unified portal, and is connected with systems such as asking for leave, work attendance, and meeting room reservation. As long as colleagues tell Hibao their needs, they can directly complete applications for various administrative matters.
In addition, a car dealer uses Hibao to accurately broadcast marketing messages to FB and Line fans, and lets Hibao act as a smart customer service to assist car owners in completing scheduled maintenance, accurately answering questions related to maintenance progress and estimated car pickup time.
Hibao is suitable for all kinds of IT information environments, bringing great value-added benefits to owners. For example, today more and more customers are deploying key AI applications on the IBM Power series of Linux; for example, the IBM Power System AC922 product can help companies improve the efficiency of intensive data computing, build a powerful training platform, and accelerate the development of enterprises Various AI application services.
The IBM Power series gathers rich energies such as advanced analysis and high-performance computing (HPC) to help companies achieve unprecedented performance improvements in AI applications; if paired with the new-generation interactive interface of Hibao, the training results of AI models bred by companies can be further improved. Transform into a personable and interactive service to help every employee improve work efficiency.
In a nutshell, Pershing uses professional consulting services to inquire about the true needs of the company, and then designs digital technology solutions that best meet the needs based on the consultation, so that companies are able to increase employee productivity, improve operating procedures, streamline customer operating performance, and promote products or services. Innovation and transformation is achieved in one smooth stroke.
News Source : Digitimes
Reporter: Wu Guanyi
