客服成电商增长新入口：数字蚂力AI云客服发布“双11服务保障计划”

Core Viewpoint - Ant Group's subsidiary, Digital Mali, has launched a "Double 11 Service Guarantee Plan" aimed at addressing e-commerce customer service pain points through a performance-based payment model, promising brands tangible commercial growth [1] Group 1: Service Guarantees - The plan includes commitments such as "If you can't connect, use it for free," where if the service response time does not meet the agreed SLA standards, the service fee will be waived [4] - The "No Growth, No Charge" promise ensures that only stores managed entirely by Digital Mali will receive additional "value-added services" aimed at enhancing customer conversion [5] Group 2: Performance Metrics - During the "6.18" shopping festival, Digital Mali's AI cloud customer service handled over 26 million service requests, with a peak of nearly 550,000 requests in one day, maintaining an average service satisfaction rate of 94% [6] - The ROI of AI cloud customer service is highlighted by improved efficiency, with customer service representatives potentially increasing their problem-solving capacity from 200 to 300 queries per day due to time savings [6] Group 3: AI Integration and Future Outlook - Gartner predicts a 400% growth in AI-driven customer interactions by 2025, with AI agents improving customer satisfaction by 20% [7] - Digital Mali's AI cloud customer service solution integrates AI as a central intelligence hub, reconstructing service processes to balance efficiency and quality [7] - The company offers a "managed service" model, training cloud customer service representatives using AI, and providing ongoing support to enhance customer engagement and brand loyalty [7][8]