Qi客服是高性能AI智能客服系统，专为解决传统客服、外包客服响应慢、通用AI客服存在推理时延的行业痛点打造，实现真正0秒延迟客户消息响应，支持全自动AI回复、人机协同混合接待两种模式，适配直播间客服、电商售后、私域咨询、企业售前咨询、多平台来客接待等全场景，彻底摆脱外包客服人力瓶颈与普通大模型思考等待的短板。Qi Customer Service is a high-performance AI intelligent customer service system, specifically designed to address industry pain points such as slow responses from traditional or outsourced customer service and the reasoning latency of general AI customer service. It achieves truly zero-second delay in responding to customer messages and supports two modes: fully automated AI replies and human-AI collaborative hybrid reception. It is suitable for all scenarios, including live streaming customer service, e-commerce after-sales support, private domain consultation, enterprise pre-sales consultation, and multi-platform customer reception, completely eliminating the manpower bottlenecks of outsourced customer service and the shortcomings of waiting for conventional large model reasoning.
WHY IT MATTERS
快只是底线，真正强大的客服必须理解业务风险。Speed is just the baseline; truly powerful customer service must understand business risks.
Qi客服将知识库、订单状态、平台规则和人工服务边界一起纳入应答决策。高频问题极速解决，退款、投诉、敏感承诺等复杂场景则主动升级，兼顾效率、体验与风险。Qi Customer Service incorporates the knowledge base, order status, platform rules, and the boundaries of human service into its response decisions. High-frequency issues are resolved quickly, while complex scenarios such as refunds, complaints, and sensitive commitments are proactively escalated, balancing efficiency, experience, and risk.
01知识预加载Instant Response
高频问题无需等待长链路推理即可给出稳定回答。High-frequency questions can be answered stably without waiting for long-chain reasoning.
02全渠道接待AI & Human Collaboration
电商、私域、网页和直播咨询统一进入会话中枢。E-commerce, private domains, web pages, and live streaming consultations all enter a unified conversation hub.
03主动接管Omnichannel Messaging
情绪、金额与合规风险触发人工升级，并附带完整上下文摘要。Emotions, amounts, and compliance risks trigger manual escalation, along with a complete context summary.
Qi客服是高性能AI智能客服系统，专为解决传统客服、外包客服响应慢、通用AI客服存在推理时延的行业痛点打造，实现真正0秒延迟客户消息响应，支持全自动AI回复、人机协同混合接待两种模式，适配直播间客服、电商售后、私域咨询、企业售前咨询、多平台来客接待等全场景，彻底摆脱外包客服人力瓶颈与普通大模型思考等待的短板。Qi Customer Service is a high-performance AI intelligent customer service system, specifically designed to address industry pain points such as slow responses from traditional or outsourced customer service and the reasoning latency of general AI customer service. It achieves truly zero-second delay in responding to customer messages and supports two modes: fully automated AI replies and human-AI collaborative hybrid reception. It is suitable for all scenarios, including live streaming customer service, e-commerce after-sales support, private domain consultation, enterprise pre-sales consultation, and multi-platform customer reception, completely eliminating the manpower bottlenecks of outsourced customer service and the shortcomings of waiting for conventional large model reasoning.
市面上绝大多数客服方案，外包客服受人员排班、人手缺口、消息排队限制，很难做到即时应答；普通AI客服依赖大模型实时推理计算，消息过来需要等待模型思考生成回答，普遍存在几百毫秒到数秒不等回复延迟，容易造成客户流失、咨询体验变差，直接拉低店铺响应分、服务考核指标。Qi客服搭载自研专属应答调度引擎，预加载行业知识库、业务话术库、高频问答库，消息触发瞬间直接输出应答内容，达成0秒响应效果，保障平台各项客服考核指标。The vast majority of customer service solutions on the market face challenges: outsourced customer service is limited by staffing schedules, manpower shortages, and message queues, making real-time response difficult; ordinary AI customer service relies on large model real-time inference calculations, and incoming messages require waiting for the model to generate responses, generally causing reply delays ranging from hundreds of milliseconds to several seconds. This can easily lead to customer loss, a poorer consultation experience, and directly lower store response ratings and service assessment metrics. Qi Customer Service is equipped with a self-developed dedicated response scheduling engine, preloading industry knowledge bases, business script libraries, and frequently asked questions databases, allowing instant output of response content the moment a message is triggered, achieving zero-second response and ensuring all platform customer service assessment metrics.
核心产品能力Core product capabilities
1. 0秒极速响应能力Enterprise Knowledge Training · Quality Assurance
用户咨询消息抵达瞬间即可输出回复，消除大模型推理等待时延。高频问题、业务咨询、常见售前售后问题无需等待AI思考，毫秒级给到客户反馈，牢牢抓住客户咨询黄金窗口期，大幅降低客户等待流失率。遇到复杂非常规问题，系统自动调用大模型做深度理解生成回答，兼顾极速应答与复杂问题处理。User inquiry messages can be responded to immediately upon arrival, eliminating the latency associated with large model reasoning. High-frequency questions, business inquiries, and common pre-sales and after-sales issues do not require waiting for AI to think, providing feedback to customers in milliseconds, firmly capturing the golden window of customer inquiries and significantly reducing customer waiting and churn rates. For complex and unconventional issues, the system automatically calls the large model for deep understanding and response generation, balancing rapid response with the handling of complex problems.
2. AI全自动接待 + 人工协同双模式Core Advantages · Security and Governance
SCENARIO MODEL · SERVICE客服响应 SLA 控制台Qi Customer Service Scenario Model
同时观察首响、排队、自动解决与人工接管，证明系统不仅回得快，还知道什么时候必须交给人。At the same time, we observe first response, queuing, automatic resolution, and manual takeover, proving that the system not only responds quickly but also knows when it must be handed over to a human.
首响中位数Instant Response0.3s
高频问题从预加载知识直接应答High-frequency questions are answered directly from preloaded knowledge
并发会话AI & Human Collaboration10,000
多渠道消息的模拟压力容量Simulated stress capacity of multi-channel messages
自动解决Omnichannel Messaging78%
无需人工参与的模拟会话占比Proportion of simulated conversations requiring no human involvement
人工接管Enterprise Knowledge Training12%
高风险与复杂问题主动升级Proactively escalate high-risk and complex issues
论证模型Evidence Model会话与解决率均为压力测试场景模拟Qi Customer Service capability evidence and operating model.全部数据为能力展示与场景模拟，不代表真实客户效果All values are capability demonstrations and scenario simulations, not actual customer results.
全自动模式：7×24小时无人值守接待，自动处理咨询、查单、答疑、引导下单、处理售后诉求、自动发送资料链接，夜间、节假日服务不中断。Fully automatic mode: 24/7 unattended reception, automatically handling inquiries, order checks, answering questions, guiding orders, managing after-sales requests, and automatically sending document links, with uninterrupted service during nights and holidays.
人机协同模式：AI优先0秒接住客户消息，先行安抚回复；遇到疑难、投诉、高意向客户自动流转给到人工客服接手；人工回复完成后系统继续承接后续对话。AI前置承接，人工聚焦高价值对话，兼顾接待效率和服务质量。Human-AI collaborative model: AI prioritizes responding to customer messages instantly, providing an initial comforting reply; in cases of difficult issues, complaints, or high-intent customers, the conversation is automatically transferred to a human customer service agent; after the human agent completes the reply, the system continues to handle the subsequent conversation. AI takes the lead, while humans focus on high-value interactions, balancing reception efficiency and service quality.
支持自定义触发规则，灵活配置AI接管、直接转人工的业务场景。Supports custom trigger rules, allowing flexible configuration of scenarios where AI takes over or directly transfers to human agents.
3. 平台服务指标修复，满分保障机制3. Platform service metric repair, full score guarantee mechanism
依托0秒极速应答能力，平台的响应时效、回复率、咨询服务等各项考核维度可以做到考核满分100分，稳定维护店铺服务分、店铺评分、体验分。Relying on the 0-second ultra-fast response capability, the platform's response timeliness, reply rate, consultation service, and other assessment dimensions can achieve a full score of 100 points in evaluation, stably maintaining store service scores, store ratings, and experience scores.
当店铺因为咨询回复不及时出现评分下滑、指标变差时，开启Qi客服全量承接咨询，极速应答所有来客消息，快速把服务分、平台考核指标拉升修复回来，避免因为客服响应问题导致流量受限、权重下跌、活动报名受限。When a store experiences a drop in ratings or worse metrics due to untimely responses to inquiries, enabling Qi Customer Service to fully handle all inquiries ensures rapid responses to all visitor messages, quickly restores service scores and platform assessment metrics, and prevents traffic restrictions, decreased ranking, or limitations on activity registrations caused by customer service response issues.
4. 全渠道消息统一接入Capability 13 · Business Applications
一站式聚合多平台咨询入口：抖音、快手、视频号、小红书、B站、知乎、淘宝、拼多多、企业微信、公众号、小程序、网页在线客服等，所有平台咨询全部汇总到Qi客服统一工作台，客服无需来回切换多个后台，在一个界面完成全部客户接待。One-stop aggregated multi-platform consultation entry: Douyin, Kuaishou, Video Accounts, Xiaohongshu, Bilibili, Zhihu, Taobao, Pinduoduo, WeCom, Official Accounts, Mini Programs, Web Online Customer Service, etc. All platform consultations are consolidated into the Qi Customer Service unified workstation, allowing customer service to handle all customer receptions on one interface without switching between multiple backends.
5. 企业专属知识库训练Capability 15 · Scalable Delivery
SYSTEM FLOW · CONCEPT MODELQi客服能力工作流Qi Customer Service Capability Workflow
从需求输入到结果回流的项目机制示意Schematic of the project mechanism from demand input to result feedback
当前节点 / 01Current Stage / 01ACTIVE STAGE
0秒极速响应能力Instant Response
用户咨询消息抵达瞬间即可输出回复，消除大模型推理等待时延。高频问题、业务咨询、常见售前售后问题无需等待AI思考，毫秒级给到客户反馈，牢牢抓住客户咨询黄金窗口期，大幅降低客户等待流失率。遇到复杂非常规问题，系统自动调用大模型做深度理解生成回答，兼顾极速应答与复杂问题处理。User inquiry messages can be responded to immediately upon arrival, eliminating the latency associated with large model reasoning. High-frequency questions, business inquiries, and common pre-sales and after-sales issues do not require waiting for AI to think, providing feedback to customers in milliseconds, firmly capturing the golden window of customer inquiries and significantly reducing customer waiting and churn rates. For complex and unconventional issues, the system automatically calls the large model for deep understanding and response generation, balancing rapid response with the handling of complex problems.
前置输入Required Input
上一节点已确认的「核心产品能力」结果Results of the 'Core Product Capabilities' confirmed at the previous node
节点产出Stage Output
可进入下一环节的「0秒极速响应能力」成果、配置与过程记录Results, configurations, and process records of the '0-second rapid response capability' that can enter the next stage
验收重点Acceptance Criteria
内容完整、规则可执行、异常有记录，并明确下一节点责任与依赖Content is complete, rules are executable, exceptions are recorded, and the next node's responsibilities and dependencies are clearly defined
能力结构根据产品资料整理 · 非软件界面截图Capability structure derived from product materials · Not a software screenshot
可批量导入企业产品资料、报价、售后规则、常见问答、品牌话术、合规红线。支持敏感词拦截，AI应答严格贴合企业业务口径，不会输出脱离业务的无效回答。知识库随时更新，修改即时生效。You can batch import company product information, pricing, after-sales rules, frequently asked questions, brand scripts, and compliance red lines. It supports sensitive word interception, and AI responses strictly adhere to the company's business standards, without generating irrelevant answers. The knowledge base can be updated at any time, and changes take effect immediately.
6. 会话全流程管理与服务质检Capability 17 · Core Architecture
完整留存全部聊天会话记录，自动给客户打标签，标记咨询意向、问题类型；会话归档、检索溯源，方便复盘服务质量。内置AI质检模块，自动校验回复话术合规性，统计响应时长、回复率等核心服务数据，输出服务报表，方便管理者做团队考核与业务优化。Completely retain all chat session records, automatically tag customers, mark consultation intentions and question types; archive conversations and allow traceable retrieval, making it easy to review service quality. Built-in AI quality inspection module automatically checks the compliance of reply scripts, collects core service data such as response time and reply rate, and generates service reports, making it convenient for managers to conduct team assessments and optimize business.
产品核心优势Core Product Advantages
零延迟应答：区别通用大模型客服，高频咨询无需推理等待，真正做到消息即到即回；Zero-latency response: Unlike general large model customer service, high-frequency inquiries do not require reasoning wait time, truly achieving instant reply upon message receipt;
指标维稳修复：保障平台服务考核满分，评分下滑可快速修复店铺体验分、服务分；Index stability and repair: ensure full marks for platform service assessment; if scores decline, quickly restore store experience scores and service scores.
人机灵活协同：AI扛住海量基础咨询，人工专注处理复杂业务，降低客服人力压力；Flexible human-machine collaboration: AI handles massive amounts of basic inquiries, while humans focus on complex tasks, reducing the pressure on customer service staff.
全渠道统一工作台：多平台咨询统一处理，不用多后台来回切换；Unified omnichannel workspace: Consultations across multiple platforms are handled in a unified manner, without needing to switch between multiple backends.
7×24小时不间断值守，解决夜班、节假日无人接待的痛点，避免漏消息丢客户。24/7 uninterrupted monitoring to address the pain points of no reception during night shifts and holidays, preventing missed messages and lost customers.
