WangYiQiYuAI

Overview

NetEase Qiyu AI is a one-stop intelligent customer service platform under NetEase, deeply integrating natural language processing, knowledge graphs, and deep learning technologies to provide enterprises with full-chain intelligent customer service solutions from pre-sales consultation to after-sales service. It supports omni-channel access via web, APP, WeChat, mini-programs, etc., enabling efficient collaboration and automation of customer service.

Qiyu AI's core strengths lie in its powerful intelligent dialogue engine and rich industry knowledge base. The system automatically identifies user intent and provides precise self-service, while also supporting intelligent assistance for human agents, including knowledge recommendations, script suggestions, and emotion monitoring, greatly improving the efficiency of customer service teams. In addition, Qiyu offers ticket management, call center, data analysis, and other functions, forming a complete customer service loop.

Whether in e-commerce, finance, education, or gaming, Qiyu AI can be quickly adapted through flexible configurations and API interfaces, helping enterprises reduce customer service costs and improve user retention and conversion. Currently, more than 200,000 enterprises have chosen Qiyu AI, covering numerous leading brands.

Core capabilities

Intelligent Q&A bot

NLU-based dialogue engine automatically answers common questions and supports multi-turn conversations.

Omnichannel integration

Unified management of customer service requests from all channels including web, app, WeChat, and Weibo.

Agent assistance

Real-time knowledge recommendations, script suggestions, and emotion alerts to improve agent efficiency.

Smart ticketing system

Automatically creates, assigns, and tracks tickets, with SLA management and automated workflows.

Data analytics dashboard

Provides multi-dimensional reports including satisfaction, response time, and hot topics.

Knowledge base management

Supports structured knowledge base creation, automatically learns new questions, and continuously optimizes models.

Call center integration

Cloud call center with AI voice navigation for intelligent phone customer service.

Multilingual support

Built-in Chinese and English capabilities to meet international business needs.

Use cases

E-commerce pre-sales: Automatically answer product details and shipping policies, guiding users to place orders.

After-sales support: Intelligently routes return/exchange requests, generates tickets, and follows up.

Financial services: Answers account inquiries and transaction issues with 24/7 availability.

Education consulting: Handles course enrollment, class schedules, and common questions.

Gaming support: Addresses high-frequency issues like payment anomalies and account appeals.

Government hotline: Automates answers to policy inquiries and transfers to human agents.

Enterprise IT help desk: Automatically responds to employee IT repairs, account requests, and more.