Customer Service Solution Leader

Build Brilliant Customer Experience in AI Power

The best solution that combines an AI chatbot, help desk, and proactive support—so you can increase workforce efficiency,
make agent teams convenience to work, and customers satisfied

AI Bot Omnichannel Contact Center Call Center

About Us

Global team with global 50000+ 70+ 60+ 800+

enterprises services Served Enterprises and Public Organizations Fortune Global 500 Languages Employees

Beijing

Dalian

Shanghai

Hangzhou

Shenzhen

GuangZhou

Wuhan

HongKong

Singapore
Grade Security & Compliance

We are providing service with

Safe, Protected Support, Strengthen Security
for

120 Million
ISO 27001

Total Users
CCPA GDPR

CSA STAR
2.3 Billion
Annual Tickets

GxP DPA

g
2 Trillion
Annual Requests
PCI DSS
• Investment Rounds Overview

Series COATUE+TIGERGLOBA
C+

Series TIGERGLOBAL+LEGEND CAPITAL

C +DCM

Series LEGEND CAPITAL+DCM

B

Series LEGEND CAPITAL

A+

Series
DCM
A
Udesk Solution

Omnichannel Call Center Ticketing Al Chatbot

Be available for your customers whatever Easy and stable for your agents to service the A powerful ticketing system to easily manage Revolutionize your customer service
channel of communication they choose customers around the world customer service requests with Al and chatbots

【 【 【 【

Voice Chatbot Insight VOC

Al-powered bot that provides intelligent A comprehensive reporting and analytics tool to Collecting customer feedback
answers to customer queries measure and monitor service performance

【 【 【
Udesk Customer Service System

Integrate Call Center, Omnichannel instant messaging , Ticket System, etc., and seamlessly connect with global customers

Omnichannel AI Bot Intelligent Routing Ticketing Monitor & Analysis VOC

SMS H5 Historical Customized Reports

Interaction Collaboration
Information
Web Voice Customer Monitor collection
Business
Voice Bot Attributes Management
APP WeChat
Customer Label Agent Service Reports BI
Email Line
Chat Bot Channels Resource
Facebook Analysis Market analysis
Language Approval
WhatsApp Large Monitor Dashboard

Third-party System Connection Intelligent Assistant Quality Inspection

Scalability Common Knowledge

Recommendation Voice Quality Quality Score
Documents Matching

Integration API Webhook SDK Iframe Low-Code ServerLess

Technology Architecture

Call Center Email Ticketing Omnichannel

Pop-up IVR Email Ticket Email Templates Ticketing List Unsolved Ticket Web/APP Video Service
Application Call Records
Monitor Email Filter Mail Export Emergency Ticket Group Ticket FaceBook WhatsApp
Layer
Outbound task Business Records Mail Delimiter Timestamp Message Ticket Ticket Record Twitter Shopify

Backend Manage Rights Management Employee Management Role Management Job Management Attendance Management Rules Mangement SLA Management

Chat Bot Voice Bot Agent Assistant Quality Control VOC

Multilayered
AI FAQ
Dialogue
Databases Inbound Service Conversational Assistant Call Quality Inspection Public Opinion Analysis

Comprehensive Text Quality Inspection Keyword Analysis

Reading Training Outbound Service Intelligent Matching
Database
Intelligent Trend Analysis
Similar Question Transfer Labor Transform-to-Manual Configuration Intelligent Recommendation Ticket Quality Inspection
Recommendation

LLM Summary of the Session Reading Comprehension Similarly Ask for Extensions

Algorithmic Algorithm Library：

Large Language Model：
K-means、LR、SVM、GBDT、RF、CRF、HMM、CNN、RNN、
Layer BERT、ResNet、RL、GAN et
LLama2、ChatGPT、ChatGLM、PanGu、ERNIE Bot etc

Data Call/Resource Scheduling Interface

Data Layer
Big Data Processing & Storage：Hadoop/Hive/Spark/MongoDB/MySQL Training Platform：Tensorflow/MXNet/Keras/sk-learn
Udesk Advantages

Complete Solution

Udesk provides a variety of solutions in

customer service scenarios, such as service,
marketing, consulting, statistical analysis, and Richer Communication Resources
intelligence
Udesk has phone-line resources around the
world, so we can match you with the best
solution, no matter what region your
business is in
Powerful AI Capabilities

LLM improves the efficiency of robot service, No

matter it is online dialog, or voice communication,
the robot can quickly solve the user's problem
Brilliant Customer Experience

We provide comprehensive consulting and

product upgrade planning for your business
needs and application scenarios

Comprehensive Docking Channels

Unify mainstream social media into your
customer service workbench to quickly handle
user messages from different channels
 Omnichannel

Add messaging to your

website or mobile app,
popular social channels
like WhatsApp, Line，
Twitter, Facebook .

Hi，how can we help you today?

Dong
Omnichannel – Interactive Sample

Dong
Omnichannel - LLM Summary

AI summaries

The user asked the robot three questions through the greeting
greeting: about the company's products, the company's annual
vacation hours, and the company's phone number.
Chat Bot – Self-Service

Analyze customer preferences from their browsing track, favorite products, order records, identity tags and other
data；push the questions that may be of interest to users before the consultation begins
Chat Bot – Multi-Categories
Bots can respond intelligently based on user intent

Support FAQ and Multi-turn dialogue

Call Center

Call Recording
Three-way Calling
Call Forwarding
Membership
Level
SDK
Message Alert
Knowledge Base
Source
Quick Ticket Creation Middleware

Business API
Multi-Channel Ticket Creation
Type
Ticket flow and tracking
Customer Agent Historical Ticket Lookup Iframe
Area
Customized Reports Web plug-in
Real-time monitoring
Other
Report Subscription
Strategy Docking Methods Related
Third-party Systems
Call Center - Workbench

Agent Operation

• Hold call
• Transfer to other agents / group / external
line numbers / IVR
• Third-Party call
• Three-way outside line
• Agent call for consultation
• Consultation with external lines
• Call transferring after consultation
• Third-Party call after consultation / job
transfer (can be deleted)
• WebRTC phones or Desktop softphones

Administor Operation

• Call monitoring
• Call forced insertion
• Call interception
• Confidential call
Automatic Outbound Call

Outbound Call

Customer Agent

Automatic Outbound Call Task Customer Service Representative

Prediction mode AI Prediction mode Precision mode

Answer Machine Detection（AMD）

Configuration rules
信息弹屏
Number pool Execution time

Blacklist settings

Information Pop-up Screen

Customer list
Customer Label Business Records Amount
Automatic Outbound Call – Task Flow

Import customer lists

Select automatic outbound calling template

Create automatic outbound call task

Contact lists
• Business data embedding
Select execution time (orders, etc.)
• Historical work order, call record
query
Configure outbound call strategy • Direct generation of telephone
work orders
Execute automatic outbound calls

Call Recording
Automatic Outbound Call - Prediction Mode

AMD:

Predictive outbound calls are automatically called by

the platform to the customers. When the customer is
connected, the platform will automatically transfer
the call to the manual seat
Global Communication Resource

Udesk cooperates with Vonage (nexmo), and its outbound call network covers 225 countries and
more than 1,600 telecommunications networks to provide customers with more overseas regional
communication support.
Voice Bot

The Original Engine Intelligent Interaction, Intention

Management
Speech Recognition Semantic Understanding
Multiple Rounds of
Voice Collection
Interaction
Voice Annotation Intent to Identify
Intelligent Session Automatic Marking
Customer Service
Corpus Training Parsing
System
Model Optimization Text Categorization

Outbound call data

intelligent Robot Outbound Call Data List Channel Marketing

Intention Level Tag Voice Information

Collection
Grade A (clear intention)

Outbound call
Crade B (possible intention)
intention screening
Grade C (explicitly rejected)

...
Voice Bot - Applications

Marketing Notifications Survey Service

 Self-service
 Screening Customers  Repayment Reminder  Satisfaction Survey
 Intelligent Ticket
 Lead Reach  Payment Reminder  Political Survey
 Intelligent Reply
 Customer Filtering  Event Reminder  After-sales Callback
 Transfer to Human
 Customer Portrait  Dispatch Reminder
services
Voice Bot - LLM

ASR TTS
Customer NLP Analysis & Insight
（speech-to-text） （text-to-speech）

Reports

Analysis
Fast Recognition Fast Generation
LLM Human-like Quality
Inbound Voicebots Noise Robust
Multi-style tones BI
Outbound Voicebots Hot Word Customization
Intonation
High Recognition Accuracy speaking speed
Effect
loudness improvement
Monitor

Udesk Voicebot

Udesk Voicebot is established by voice artificial intelligence solution based on LLM natural language processing model，
which is able to understand customer intent more accurately. Particularly, it is independent innovation with ASR, LLM and
TTS technology with supportting multi-language, to achieve more convenient and efficient human-computer interaction.
For all business applications, whether you want to provide automatic customer service, optimize call center functions, or
improve personal communication experience, Voicebots can meet your needs and provide a more diverse, secure, and
efficient use experience.
Voice Bot - Multilingual

localize

Localized voice training and

recognition team support

Dialect accent
Deep understanding of
Southeast Asia, Europe and
America and other dialect
accent, including Singapore
English, etc

Experienc
ed
Ten years of experience,
through the industry, the
international specific data
tuning

Technical
skills
Pin combines ASR, NLP and
TTS processing dialogue
Ticketing System
Ticketing System - Particularities

Voice Tickets Chat Tickets

Ticketing System - Email Ticket

Easy access to email, and creating ticket from email

Agent Assistance

Agent Assistance will assist agents to serve customers in real-time

Customer

Intelligent matching

Udesk Agent System

Service data

Intelligent
recommendation

Agent
Quality Inspection

The quality inspection system can rate calls and conversations

Customer
Create task

Sentiment

Text

Conversation
Voice
data

Tickets

Email

Agent
Analysis

Comprehensive mastery of service data

Ticket Omnichannel Call Center

Insight

Use detailed reports to understand your team's performance. Built-in dashboards help you
track and improve your service in using the most common metrics. Also getting additional
statistics by creating your own reports as well.
Monitor Dashboard
Open API

The Open API allows the enterprise to integrate with Udesk through API format
Easily Connect to Third-party Platform

Connect easily to familiar

third-party platforms,
making it more convenient
to use.
Built to work beautifully in your tech stack

Omnichannel Conversations

Omnichannel Bot Ticketing Knowledge base Help center Dashboard

Customer Data layer Integration

Trust, Security and Privacy Layer E-commerce CRM ERP

Trusted public cloud Global infrastructure and architecture, powered by

Huawei Cloud, underpins Udesk solutions
Service Assurance

Whatever size your business is, whatever your

industry is, Udesk will provide the solution tailored
to you

Dedicated service team for comprehensive business

planning

Extensive Delivery Experience

24*7 Service Support

Effective Response to Personalized Needs

Trusted and adopted by Global Innovation Leaders

Finance

Brand & Retail

Gov LOG

LIAONING PORT GROUP

MFG

More
Customer Case McDonald's

Perfect interface with more than 40 business systems of McDonald's

Voice bots receive an average of over 20,000+ million calls per day
Textbots serve an average of over 10,000+ online conversations per
day

ticket Cards and vouchers

business type
problem issue

Arrivals/takea ticket
advisory rules
ways system

Membership reminder recharge

ECS

“
number cancel refund
McDonald's Customer Center completed its 'digitalization' upgrade in
2022, serving over 10 million customers throughout the year. The center OMS
hotline robot live agent
covers multiple platforms such as online ordering channels, social media,
phone, and email, providing 24/7 service to customers. Through intelligent, Restaurant Member Account CRM
Customer Order Lock
issues Issues
efficient, and digital innovation and upgrades, McDonald's China
Customer Center has achieved full-platform service, smarter processing, Delivery opening
Account cancellation
Status hours SMS system
and faster response and service in answering questions, processing orders,
and receiving feedback. trading hours food safety Account Recovery
Coupon
Transaction System
Promotion Points issue
amount
Customer Case Starbucks

Starbucks Employee Service Centre Initial Go-Live Robot Service Status

Match: 90% , R e s o l u t i o n : 68%

Starbucks Employee Service Centre robot service situation after six
months

Match: 94% , r e s o l u t i o n : 74%

common
Company Welfare Holiday Enquiry

“
problems

Partner Handbook Insurance Enquiry Other issues

HR sharing and IT system construction is one of the core elements of shared

service transformation. Starbucks' new-generation HR cloud service platform,
Help Centre Robot live agent
supported by Udesk intelligent customer service system, provides a
office system
comprehensive lightweight and efficient business processing platform for Service
centre
customers in HR shared service transformation. This platform not only knowledge
Service App self-service
base
simplifies the business handling process, but also greatly improves the
efficiency of internal corporate communication, resulting in a significant
employee
increase in overall satisfaction. ticket center ticket
Customer Case Watsons

Robot reception 7*24 hours；

The call connection rate of 5s is over 95%；
Over 90% business problem matching rate；
AI completes 11000 quality inspections per day；

“ Watsons Intelligent Customer Service Center is the core of Watsons

service transformation.The center connects various online channels and
provides customers with 7*24-hour service through a combination of
Customer
robot and human customer service.In addition, it quickly solves customer
problems through AI technology.This greatly improves customer
satisfaction.
Customer Case 3M

Assist 3M in building over 30 outbound call scripts

The outbound call completion rate exceeds 65%

Intentional customer rate reaches 20%

Leads Outbound voice bot integration

“ Driven by the new generation of technology, traditional

manufacturing industries around the world are facing new
opportunities for development and transformation. udesk
Web

Social media

Advertising
industry

Industry

Healthcare
User Identity

Individual users

Workshop Director
Product

industrial
products

adhesive
placement tape
has compiled more than 30 sets of outbound call scripts for
Marketing Instruments CRM
three scenarios: product supplier screening, potential activities Safety supervisor Mask

customer screening, and event notification. Each business Equipment

Procurement Glue
scenario has a dedicated robot outbound call, eliminating
Cabinet
Enterprise users Medical
the need for manual script training and reducing 70% of
manual workload by simply 'supervising' the robot
Customer Case Schneider

Users can self check hundreds of thousands of Schneider product

parameters, and robots respond quickly.

Relieve service pressure on Schneider's 70% manual team.

Integration
Product manual library Technical Parameter
Operating frequency Ticket
Product video
instructions converter
Product

“
Product
manual Starter
Certification CRM
Robots can complete the transmission and interaction of
Installation Certificate Relay
information through multiple channels, with a matching rate
CKM
of up to 80% and interception rate of up to 72%. On the one Customer consultation Bot Agent
hand, users can accurately query product information
PDM
through AI robots, avoiding the need to search through Fault map Business issues
Fault
complex documents and improving service efficiency. phenomenon
Fault codes price
MES
types Troubleshooting Order

Faulty Solution
authenticity ……
component measures
Customer Case China Everbright Bank

Supporting thousands of business teams of Everbright Bank

3000 concurrent automatic outbound calls
Manual outbound call with 1500 concurrency

Contact Center

Satisfactory intellige
feedback nt robot
user

“
assistance
Record
ticket
China Everbright Bank uses the Udesk service system to connect to Flow
Intelligent
Live Agent solute
different third-party outlets, and Everbright Bank has realized the Distribution
Intelligent quality
inspection
ability to extract customer information from existing data systems
Customer Real-time
Report
to make outbound calls for financial products, ensuring data ticket monitoring

security, fully protecting customer privacy, and meeting the needs Customized Tags

of business development.
electronic banking Communication Trace
Retention

Disposal Upgrade Multi-service ticket

settle or not
completed Feedback configuration
Customer Case TaiKang Insurance Group

“ Taikang Insurance Group is a Fortune 500 company with 36

branches and a marketing force of over 800,000 people. Through
the use of Udesk service center and continuous training of AI
robots, 90% of questions are intelligently answered by robots.
Customer Case FinVolution

“ FinVolution Group is a leading fintech platform with strong brand

recognition.The system has core functions such as global call center,
instant messaging, work orders, and text robots, and supports intelligent
voice navigation and Indonesian language text replies.
Customer Case KeeTa（Meituan Hongkong）

“
Since its establishment in March 2010, Meituan has advanced the digital upgrading of services and goods retail on
both supply and demand sides. Together with our partners we provide quality services for consumers. On 20
September, 2018, Meituan was listed on the Main Board of the Stock Exchange of Hong Kong.Meituan has always Data Linkage

put customers first, and continuously increased its R&D investment in new technologies. Meituan will join hands with Support flexible docking Meituan business system, in the customer line at the same time, for customer service to display customer information, customer orders,
recommended products, etc., to help customer service quickly locate the customer's problem, understand the customer's demands, reduce communication costs.
all partners to fulfill our social responsibility and create more values for the society.

Convenient Consultation

Provide personalised and internationalised consulting components for enterprise official websites and independent shopping malls, supporting more than ten
mainstream languages around the world and adjusting the UI style according to the corporate image.
Customer Case Hilton

“ Hilton (Japan) currently has no online communication channels,

the consultation portal is docked to Line, and support for Japanese
back-end and front-end pages is required.For high-frequency repetitive
questions, provide text robot answering service to reduce the workload
of customer service personnel and improve work efficiency.
Customer Case HUAWEI
Supporting Huawei Cloud Global Call Center Services,
involving over 50 countries

Business availability guarantee exceeds 99.9%

Southeast Asia

Europe

“
Call Log
Bot
Huawei Cloud Group lays out customer services in high- Agent groupA

value regions overseas, involving more than 50 countries South America Agent groupB information
BI
Agent groupC
and regions around the world, adding momentum to
solute Agent groupD assistant
business ……
Middle East
growth.Platform key nodes, such as voice lines, platform ticket

components to achieve disaster recovery and backup,

North America
business availability guarantee (SLA of 99.95%).
knowledge base

Intelligent quality control

Africa

Customer
Customer Case Ruijie Networks

“ It realizes instant connection between contact centers and user inquiries

from all over the world, fully realizes Ruijie's product publicity and
external image display, effectively avoids delayed customer service
replies and inefficient service, and gives full play to the stability and
expandability of the entire system, thus effectively assisting in realizing
the goal of enhancing Ruijie's overseas business growth.
4PX Express

Cover the Whole Value Chain

Global Layout Smart Application

IM Chat：One Smart Application：

platform solves all robot 24/7 serve and
consultation entry support real-time
information checking for external

“
logistics data
Knowledge Bases：
4PX Express was founded in 2004 and is a global leader in comprehensive supply
reducing training time
chain services for cross-border e-commerce. The company has a strong presence in for new employees, and
the field of cross-border e-commerce logistics, with two key networks - the Global helping employees to
Parcel Network (GPN) and the Global Fulfillment Network (GFN). It offers a wide quickly get on the job.
range of services, including global order fulfillment, warehousing and logistics
Data Docking
management system services, global returns solutions, global direct parcel delivery （conform to the law）：
services, and global transit import services. With the most complete service offerings Monitoring Reports ： 4PX connects with
and a well-established global network, 4PX is a leading player in the industry. supervisors effectively Udesk auxiliary
monitor team members and components without data
review timely data retaining as the
requirements of
European customer data
protection laws.
J&T Express

All the problems about IT system and Operation Regulation from

Agency IT and general employee could create tickets submitting to
U d e s k a n d s y n c h r o n o u s o n Five different internal systems .

Headquarters

“
J&T Express is an international delivery company founded in August 2015 in
Jakarta, Indonesia. Its core business is express services and cross-border
Ticketing
System
logistics.J&T Express is committed to continuously creating integrated quality 25 Areas
Employee
experiences for its customers globally. With over 300,000 service personnels of JMS Agency
worldwide, J&T Express’ network spans 13 countries including China,
Indonesia, Vietnam, Malaysia, Thailand, the Philippines, Cambodia,
Singapore, the UAE, Saudi Arabia, Brazil, Mexico and Egypt, serving over two
billion people worldwide. External
OA
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Customer service solution leader