Alibaba Xiaomi launches a merchant version to ensure energy storage for Double 11 services

Recently, Alibaba's artificial intelligence service robot Alibaba Xiaomi launched the merchant version - "Dianxiaomi", and took the lead in testing at the official flagship store of Tmall Honor. From 23:00 on the first day of the test to 9:00 on the next morning, Xiaomi received consultations from more than 1,100 users and refused all the questions about product consultation and store service. It is expected that by around Double Eleven, the store Xiaomi will be open to more merchants for testing and use.

Intelligent robots serve as customer service, making merchants flexible services

It is reported that Alibaba began to explore merchant intelligent robots long before launching the store Xiaomi this time, and launched the initial version of merchant robots two years ago, with a total of more than 1.09 million merchants using it. Just from 23:00 on the first day of the Tmall Honor official flagship store test to 9:00 on the next morning, Xiaomi received consultations from more than 1,100 users and refused to ask for product consultation and store service issues.

Zhao Kun, the head of Dianxiaomi, said: "By empowering merchants, we hope to export Alibaba's accumulation and technical capabilities in the service field to partners in the ecosystem, and provide a fast and pleasant experience to 2 billion consumers and 10 million merchants. Dianxiaomi is another important milestone under this mission."

As the store opens the experience store, Qi Liang, customer service director of Tmall Honor official flagship store, said: "In the past, in store services, such as when there are few people at night, some customers need to wait until the next day for consultation, and the customer service checks the message before replying. This user experience is actually not very good; in Double 11, new store promotions, etc., we often face a lot of service pressure at the same time. The emergence of the store can help the store divert this pressure and make the merchant's service capabilities flexible. As the first merchant on Tmall to use the store Xiaomi, we have paid great attention from the product development stage and have been closely interacting with the store Xiaomi development team to improve the customer experience together."

Automatic machine learning to make service quality more standardized

In terms of knowledge base construction, Dianxiaomi adopts machine learning plus personalized extension combination model. For some product-level information, Dianxia can independently read the information on the product page and pictures, and provide standard answers when users consult. For some store-specific service issues, merchants can also customize settings. The combination of the two methods has made Xiaomi extremely scalable, which can quickly improve its service capabilities, and for the first time, it has built an industry segmented knowledge base based on the industry as a unit.

Compared with manual personalized answers, Dianxiaomi can provide users with more standardized answers based on the construction of a knowledge base, solving the problem that the store does not understand the product and business when recruiting new people, and the service quality is uncontrollable. In addition, at the dialogue and interaction level, Dianxiaomi has changed the limitations of the old version of robots that can only understand the user's single-round questions, and can automatically analyze the context to understand user problems more accurately, making the communication experience during the service process closer to manual.

Even when encountering special questions that cannot be answered, based on Alibaba Xiaomi’s seamless transformation of manual technology, Xiaomi can also smoothly and quickly transfer to the merchant’s manual customer service, so user consultation will not be affected. In the use of Xiaomi, merchants are also highly autonomous and can set whether the consultation is given priority to the robot and the working period of the robot according to the staged store consultation situation.

Speaking of Dianxiaomi's development plan, Zhao Kun said: "In addition to the mobile phone category, Dianxiaomi will gradually open testing under other categories and gradually use it for more merchants. At present, the plans under clothing, sports and other categories have been sorted out. In addition, Xiaomi's team is also constantly iterating the products rapidly. It is expected that by around Double Eleven, Dianxiaomi will open testing and use it for more merchants."