In recent years, the traditional telephone-based customer service is gradually being replaced by AI-powered solutions. A common phrase like “Please press 1 for a specific service, or press 2…†may soon become a thing of the past. Ant Financial has recently launched its new customer service platform, centered around artificial intelligence. This platform, called “Xiaoye Answer,†can respond to user inquiries in just one second—significantly faster than human agents.
In the near future, more and more users will experience this intelligent voice interaction across various enterprise customer service scenarios. This marks another major step in the expansion of Ant's AI capabilities beyond wealth management and insurance. The "Little Grass Answer" AI customer service is now available online, offering a glimpse into the future of smart support systems.
When you open Alipay’s “My Customer Service†feature, you might not know exactly what to ask, but “Xiaoya Answer†is already ready. Based on user behavior, machine learning, and big data analysis, it proactively offers assistance. According to test data, “Little Grass Answer†can complete five rounds of Q&A in about one second—30 to 60 times faster than manual service. It also acts as a “guardian,†detecting risks and enabling quick actions such as loss reporting or fraud alerts.
While the visible AI-driven customer service is just a small part of Ant’s broader intelligent system, the efficient operation of “Xiaoya Answer†relies on the stable support of people, processes, and technology throughout the entire customer service platform. Xu Wei, Senior Director of Ant King Customer Service Center, refers to this system as the “New Customer Service Platform.†He emphasizes that technological innovation and optimized decision-making are key to improving service efficiency and ultimately allowing humans to focus on higher-value tasks.
For Ant Financial, the term “new customer service platform†is closely tied to the concept of openness. Over 140 companies in sectors such as government, finance, and e-commerce have already adopted Ant’s customer service capabilities. Now, the AI-based platform is being further opened up, aligning with Ant Jinfu’s broader strategy of deepening industry collaboration.
In 2016, Hezhong Life Insurance integrated Ant’s customer service features, including online chat, automated outbound calls, and intelligent quality monitoring. This led to a 83% robot solution rate, a 15% increase in outbound capacity, and a 10% rise in inbound capacity. As Zhao Xi from the Asia-Pacific Customer Service and Call Alliance notes, Ant Financial has been at the forefront of intelligent customer service due to its early adoption and fast application of cutting-edge technologies.
While AI is replacing many traditional roles in industries like banking and finance, it doesn’t necessarily mean the end of human customer service. Zi Meng, the head of “Little Grass Answer,†believes that while machines can handle basic queries, human touch remains essential for complex or sensitive issues. For example, when users suffer financial losses due to fraud, they need empathy and support from real people, not just automated responses.
Xu Wei also stresses that the goal of AI-driven customer service is not to replace humans, but to enhance the overall user experience. Machines must become smarter, and so must the people who train them. Looking ahead, Ant’s customer service platform will continue to leverage cloud computing, big data, and AI to push the boundaries of customer experience. In the future, there may even be more natural human-AI conversations, where AI handles routine tasks and humans focus on deeper engagement and innovation.
The open nature of Ant’s AI customer service is part of its broader strategy to share its AI capabilities with the industry. Qi Yuan, Chief Data Scientist at Ant Financial, said, “Ant’s AI technology matures one piece at a time and is then opened up.†So far, Ant has shared its intelligent financial management AI and image recognition capabilities with partners.
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