On November 30th, at the 2024 NetEase Cloud Commerce Annual Customer Conference held in Guangzhou, Xiao Yuyan, Vice General Manager of NetEase Smart and General Manager of NetEase Cloud Commerce, stated that "AI technology can be applied to the entire process of customer service, marketing strategy, experience management, business decision-making, etc. We dare not relax for a moment while in adhering to the AI strategy." Subsequently, Zhao Shenghai, Vice General Manager of NetEase Cloud Commerce, announced the latest progress of AI application landing at NetEase Cloud Commerce.
It is reported that in the past year, based on the first registered customer service field big model - Shanghe Big Model, NetEase Cloud Commerce has upgraded its entire product line, including Customer Voice, Work Order, Quality Inspection, Scientific Strategy Center, and Questionnaire Survey, with intelligence. In response to the question of "what can AI agents do" that enterprises are concerned about, NetEase Cloud Commerce explores multiple application scenarios such as pre sale product consultation, product recommendation, customer retention, after-sales order inquiry, returns and exchanges, further enhancing the ability and efficiency of enterprises to handle complex tasks.
At present, these achievements have been applied in various industries. It is reported that in South China, NetEase Cloud Commerce has provided effective AI products and solutions for Belle, Wal Mart, Qian Dama, 37 Mobile Games, OPPO, Naixue Tea, Xicha, Chaohongji, DR Diamond Ring, Dongpeng Tile, Longteng Travel, Jinyu Medicine and other enterprises. Headquartered in Guangdong, Naixue's tea, known as the world's first tea drink, started cooperation with Netease Cloud Businessmen as early as 2019, and will be distributed in small programs, WeChat official account, Weibo, Tiktok and other channels of consultation, unified access to the seven fish intelligent customer service platform of Netease Cloud Businessmen, and consumers' satisfaction rate of online customer service reached 98%.
Another Guangdong enterprise, DR Diamond Ring, has partnered with NetEase Cloud Commerce to apply AI robots to both external and internal services. Simple and standardized questions are assigned to robots for pre resolution, while human customer service focuses on personalized, complex, and problems that robots cannot solve. According to DR Diamond Ring's statistics, in the external consumer service scenario, the monthly session volume of robots has increased from 90000 to 180000, and the robot solution rate has reached 89%. In the scenario of internal store guidance services, the total monthly conversation volume of robots exceeds 10000, and the problem-solving rate is as high as 94%.