KanDianTong Launches AI Intelligent Customer Service System to Improve Customer Service Efficiency

On October 15, KanDianTong officially launched its AI intelligent customer service system. Based on advanced natural language processing technology and deep learning algorithms, this system can automatically respond to customer inquiries 24/7, supporting multi-turn dialogue, intelligent recommendations, emotion recognition, and other features, helping merchants significantly reduce customer service costs while improving service quality and customer satisfaction.

New Experience in Intelligent Customer Service

KanDianTong's AI intelligent customer service system can automatically understand customer question intent, accurately identify key information, and provide professional, friendly responses. The system comes pre-loaded with a knowledge base of common e-commerce industry questions, including product inquiries, order queries, after-sales processing, and logistics tracking scenarios, ready to use out of the box. It also supports merchants in customizing knowledge bases to meet personalized needs across different industries.

Core Features

The AI intelligent customer service system includes the following core features:

• Intelligent Q&A: Based on NLP technology, accurately understands customer intent and automatically matches the best answers
• Multi-turn Dialogue: Supports context memory for coherent and natural multi-turn conversations
• Intelligent Recommendations: Proactively recommends related products or promotional activities based on dialogue content
• Emotion Recognition: Identifies customer emotional states and transfers to human agents when negative emotions are detected
• Human-AI Collaboration: Automatically transfers issues that AI cannot handle to human agents, improving problem resolution efficiency
• Data Analysis: Statistics on customer inquiry hotspots and satisfaction ratings to provide basis for operational decisions

Significant Application Results

After launching KanDianTong's AI customer service, a clothing brand reduced customer service response time from an average of 5 minutes to second-level response, decreased customer service labor costs by 60%, and increased customer satisfaction by 35%. "The AI customer service is online 24/7, so we no longer have to worry about insufficient staff during inquiry peak periods. Plus, the responses are very professional and the customer experience is excellent," said the brand's customer service supervisor.

Continuous Learning and Evolution

The AI customer service system has machine learning capabilities and can continuously learn and optimize from historical dialogues. Merchants can evaluate and correct AI responses, and the system will automatically adjust model parameters to make responses more accurate. The longer it's used, the more intelligent the AI customer service becomes and the higher the response quality.

Multi-channel Integration

The system supports customer service access from multiple channels including mini-programs, official accounts, APPs, and webpages for unified management. Regardless of which channel customers initiate inquiries from, they receive consistent service experience. Customer dialogue records are automatically synchronized, making it convenient for merchants to comprehensively understand customer service situations.

Future Plans

The KanDianTong team stated that they will continue to improve the intelligence level of AI customer service, planning to introduce voice customer service and video customer service features. They will also integrate large language model technology to enable AI customer service to handle more complex business scenarios, providing merchants with more intelligent and efficient customer service solutions.