In recent years, the traditional telephone-based customer service has gradually been replaced by AI-driven solutions. A common phrase like "Please press 1 for a certain service, please press 2..." may soon become a thing of the past. Ant Financial recently announced the full launch of its new customer service platform, powered by artificial intelligence. This platform, called "Xiaoye Answer," can respond to user inquiries in just one second—far faster than human agents.
In the future, users will increasingly interact with intelligent voice systems in various customer service scenarios. This marks another major expansion for Ant's AI capabilities, following its earlier success in wealth management and insurance. The "Xiaoye Answer" system is not just a technological advancement; it also brings convenience and efficiency to both businesses and customers.
[Image: Ant Gold Service AI Customer Service "Little Grass Answer" Online]
The concept of a "new customer service platform" is driving a transformation in how companies handle customer interactions. When you open Alipay's "My Customer Service," you might not know what to ask—but the intelligent assistant "Xiaoya Answer" uses behavior tracking, machine learning, and big data to predict and address your needs. According to test data, "Xiaoye Answer" can complete five rounds of Q&A in about one second, which is 30 to 60 times faster than manual service. It can even act as a "guardian," detecting risks and initiating emergency actions like one-click loss reporting or fraud alerts.
While this AI-powered customer service is a small part of Ant's broader intelligent service system, the underlying support from people, processes, and technology ensures its smooth operation. Xu Wei, Senior Director at Ant King Customer Service Center, describes the system as a "new customer service platform." He emphasizes that technological innovation, process optimization, and decision-making are key to improving service efficiency and enabling humans to focus on more valuable tasks.
For Ant Financial, one of the most important aspects of this new platform is scalability. Over 140 companies across government, finance, and e-commerce have already adopted Ant’s customer service capabilities. Now, with the full opening of the AI-based platform, this trend is expected to accelerate. Xu Wei mentioned that this move aligns with Ant Jinfu’s broader strategy of deepening openness this year.
In 2016, Hezhong Life Insurance integrated Ant’s customer service tools, including online support, automated outbound calls, and intelligent quality monitoring. This led to significant improvements in efficiency, with a robot solution rate of up to 83%, a 15% increase in outbound capacity, and a 10% rise in inbound capacity.
Zhao Xi, a representative from the Asia-Pacific Customer Service and Call Alliance, praised Ant's early adoption of intelligent customer service and its rapid application of cutting-edge technology. He believes that providing these capabilities to the broader industry will drive traditional enterprises toward digital transformation.
Despite the rise of AI, it won’t replace human customer service entirely. In fact, it will make people better at their jobs. In many cases, machines still lack the empathy and nuanced understanding that humans bring. Zi Meng, the head of "Xiaoye Answer," emphasized that while AI can handle basic queries, complex issues require human intervention. For example, when a user suffers financial loss due to fraud, they need emotional support and guidance—not just a robotic response.
Xu Wei believes that the goal of AI in customer service is not to eliminate humans but to enhance the overall experience. Machines must become smarter, and so must the people who train them. Looking ahead, Ant’s customer service platform will continue to integrate cloud computing, big data, and AI to push the boundaries of user experience. In the future, there may be more natural conversations between AI and humans, where AI handles routine tasks, and humans focus on deeper engagement, innovation, and customer education.
Ant’s intelligent customer service is part of its broader AI open strategy. Qi Yuan, Chief Data Scientist at Ant Financial, said, “We will mature our AI technologies and open them one by one.†So far, Ant has shared its intelligent financial management AI and image recognition capabilities with partners, further expanding its influence in the industry.
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