On February 21, the new version of WeChat Work was officially launched, introducing powerful AI features such as "Smart Robot" and "Smart Form - Customer Follow-up Summary," along with a full-scale integration of the DeepSeek-R1 large model. Companies can create a dedicated "Smart Assistant" based on their internal knowledge base with just one click, and automatically summarize customer follow-up situations. With AI support, internal collaboration and customer service efficiency can be significantly enhanced.
Smart Robot Integration with DeepSeek: Create a Dedicated "All-in-One Assistant" without Development
In this update, WeChat Work has fully launched the "Smart Robot" capability, allowing companies to create a dedicated "Smart Robot" based on DeepSeek and other large models without the need for development. They only need to configure the robot's name and role.
Companies can also upload their internal knowledge sets, such as product information and regulations. When employees ask questions, the smart robot will match the information and, using the model to reason based on the questions and the data, provide more accurate and targeted answers.
(Image caption: WeChat Work Smart Robot can use DeepSeek (in gray scale) or Hunyuan model)
In daily office scenarios, employees' work time is often consumed by trivial matters such as reimbursements, leave adjustments, computer lags, network failures, and searching for past materials. The smart robot can act as a "24/7 online employee assistant," covering IT support, administrative inquiries, document retrieval, reimbursement rule inquiries, and more. When employees encounter problems, the robot can respond within seconds, reducing the disruption of trivial matters on work efficiency.
In scenarios where employees serve external customers, there are often many product details involved, making quick responses from service personnel crucial. With the DeepSeek-powered smart robot, a dedicated "Smart Service Assistant" can be generated for the company. Whether dealing with complex product details or requiring reasoning for matching solutions, the smart robot provides timely answers, helping service personnel to serve customers more quickly and effectively.
(Image caption: WeChat Work "Smart Robot" in customer service scenarios)
Interestingly, after the connection between DeepSeek and the smart robot, customer service will become more intelligent and humanized than before. With the support of DeepSeek, service personnel can gain a deeper understanding of products and be more sensitive to customer feelings, allowing them to handle difficult customer inquiries with ease and provide a more satisfying service experience:
For example, in after-sales scenarios, when a customer is emotionally agitated and requests a return, frontline customer service needs to quickly calm the customer while providing practical solutions, which tests their personal experience and on-the-spot reactions. Meanwhile, "customers asking multiple times but not placing an order" is also a challenge many frontline sales face. With DeepSeek's support, the smart robot can quickly provide follow-up suggestions and reasoning processes based on the customer's situation, helping them understand the deeper needs of customers, allowing every salesperson to provide service that is "more in tune with customers" and "more business-savvy."
(Image caption: WeChat Work "Smart Robot" can provide more humanized dialogue)
"Smart Form" Integration with DeepSeek: One-click "AI Service" for Customer Follow-up
The "Smart Form" feature of WeChat Work has also been enhanced with DeepSeek integration. Companies within the gray scale range can call DeepSeek in the customer service follow-up template of the smart form to generate customer follow-up summaries with one click, improving the quality of customer service.
Now, after a customer scans a code to add an employee, the smart form can automatically sync the customer's WeChat nickname, addition time, service personnel, and other information without manual entry. With this update, AI can automatically generate follow-up summaries for each customer, such as highlighting recent customer interests and order intentions. For example, AI can identify repeated inquiries about a certain product and prompt employees to prioritize recommending related products or providing discount information.
(Image caption: WeChat Work "Smart Form" can generate "Customer Follow-up Summary" with one click)
WeChat Work has connected over 12 million real enterprises and organizations. Integrating AI tools like DeepSeek will accelerate the widespread application of large models across various industries, making AI an easily accessible productivity tool within the WeChat Work ecosystem. This allows every enterprise to enjoy the efficiency transformation brought by technology at a low cost, enabling them to focus on core business innovation.
