On March 17, 2025, DingTalk announced a significant AI capability—the AI Customer Service Assistant. This feature automatically integrates with company websites, official accounts, and other platforms to directly serve consumers and corporate clients. This innovative initiative has been widely welcomed by businesses, with over 700 companies, including Cloudminds Technology, Rokid, Redline, AIW Electronics, and Precise Learning, already using it.
The DingTalk AI Customer Service Assistant uses multi-round conversations to accurately understand users' needs and effectively answer complex questions, such as in-depth inquiries about "product parameter comparisons." When a user asks a question, the assistant first searches the knowledge base for answers and then uses large model understanding capabilities to provide a professional and accurate response. This feature provides 7x24-hour online service with second-level response times. It's not just simple, robotic responses; it's a "powerful brain" that has thoroughly digested product manuals, technical specifications, and service processes.
Furthermore, DingTalk has opened up the ability to deploy the AI assistant to external platforms such as WeChat service accounts, subscription accounts, mini-programs, and company websites, allowing businesses to provide convenient services through a wider range of channels. This means that regardless of whether a user is on a WeChat official account, a company website, or another channel, the customer service they interact with may be the DingTalk AI assistant.
Since the launch of the AI assistant in January 2024, DingTalk AI has built a complete product system ranging from general capabilities to vertical scenarios. The newly launched AI Customer Service Assistant can be quickly launched with just three steps of configuration and boasts three core advantages: First, product manuals, technical documents, or website product links previously accumulated by companies in DingTalk can be instantly transformed into training materials for the AI assistant, eliminating the need to build a knowledge system from scratch. It can even be adapted to more external knowledge base training needs through secondary development; second, companies don't need to build from scratch based on large models. They can complete the entire process of creating, training, and deploying the AI Customer Service Assistant within DingTalk. Users can not only choose multiple underlying models but also combine workflow capabilities to achieve multi-person collaboration and continuous service. The AI assistant can also synchronize user feedback information to multi-dimensional tables, Yida, and other DingTalk applications, automatically synchronizing customer suggestions and technical issues; finally, DingTalk provides free access to the AI assistant's multi-platform deployment capabilities, allowing for one-click publishing to websites, official accounts, mini-programs, etc., enabling businesses to quickly acquire a customer AI entity that understands their business and products.
