画布化流程配置：主题管理、流程配置、节点调试与发布
02 / Solution detail
AI Customer Service Solution
An LLM-powered, RAG-augmented customer service solution covering omnichannel access, intelligent IVR, agent task orchestration, and human-machine collaboration - delivering 92% self-service resolution and 6x+ efficiency gains.
Solution contents
00
Overview
Deliverables
AI Customer Service Solution
1LLM dialogue and knowledge QA
2Agent build and task orchestration
3Voice service and intelligent IVR
4Omnichannel unified access
5Human-machine collaboration and safety control
5
Deliverables
6
delivery chapters
01
LLM Dialogue & Knowledge QA
LLM semantic understanding with RAG-augmented knowledge - multi-turn dialogue, subtext recognition, and badcase-driven continuous optimization.
Capability points
1大模型语义理解，支持上下文跟踪、潜台词识别、多轮对话
2RAG知识增强，从FAQ、制度文档、业务说明、网页内容、接口字段自动构建知识库
3任务式对话：承接预约、登记、身份校验、业务办理等任务型场景
4行业模板与快捷应用模板，1小时快速搭建大模型机器人
5badcase分析与自动优化机制，支撑知识库持续迭代
02
Agent Build & Task Orchestration
"听、说、想、做"能力：文本回复、语义识别、变量赋值、条件分流、API调用
可视化拖拽降低技术门槛
承接预约、登记、身份校验、业务办理等任务型场景
必要时接入外部API完成业务联动
Canvas-style flow configuration with listen, speak, think, and do capabilities - visual drag-and-drop keeps the technical bar low.
03
Voice Service & Intelligent IVR
ASR/TTS configuration, intelligent IVR navigation, and accurate routing cover phone customer service and voice-bot scenarios.
- ASR & TTS配置：语音识别、语音合成、发音人选择、语速音量调节
- 静默与打断规则配置
- 智能IVR导航：按键交互和语音导航
- 精准转接：意图、客服组、人工坐席
- 满足电话客服、语音导航、语音机器人等场景建设需求
04
Omnichannel Unified Access
Unified entry across Web, WeChat, WeCom, Xiaohongshu, and more, with API integration to third-party business systems.
- 多渠道支持：Web/JS嵌入、微信公众号、微信客服、企业微信、小红书
- API对接第三方业务系统，实现数据同步和业务联动
- 统一服务入口、统一服务口径、统一数据沉淀
- 渠道优先级按业务灵活接入（先单渠道、后全渠道）
- 路由规则配置支持首转人工与badcase回流
05
Human-Machine Collaboration & Safety Control
Flexible human handoff, pre-training data cleansing, question and answer safeguards, plus a fast manual intervention mechanism.
01
转人工规则灵活配置，降低转人工率
Core
02
训练前数据清洗
03
问题防护与答案防护
04
人工快速干预机制
Implementation flow
06
Customer Outcomes & Industry Practices
Capability points
01
餐饮连锁场景：KFC宅急送、KFC自助、Pizzahut宅急送，覆盖APP、小程序、美团、饿了么
02
文旅政务场景：澳门旅游局AI旅游助手，多语种 + 7×24小时
03
制造业/国际化场景：九号 Ninebot全球知识库与多语种智能交互
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文化机构场景：国家图书馆"顾朝夕"智能问答系统
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行业适配：大型连锁、公共服务、制造业、成长型企业、出海企业五类客户画像
Flagship customers include Yum China, Macao Government Tourism Office, Ninebot, and National Library of China - spanning retail chains, public services, manufacturing, and overseas markets.
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Capability points
06
Implementation analysis
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