Zhong Jin Zai Xian·2025-11-11 03:09Core Insights - JD's intelligent customer service platform, Jingxiaozhi, has launched the "Dialogue Cockpit" feature, enhancing real-time self-optimization for customer service, significantly improving efficiency during the 11.11 shopping festival [1][6] - During the 11.11 event, Jingxiaozhi served over 1 million merchants, handling nearly 200 million inquiries, with a 28% reduction in manual transfer rates and a 37% increase in pre-sale conversion rates for participating stores [1][2] Group 1: Functionality and Impact - The "Dialogue Cockpit" shifts customer service operations from passive to proactive, allowing merchants to identify, understand, and resolve issues more effectively [2][6] - The system enables merchants to analyze customer interactions, leading to improved response accuracy and customer satisfaction by addressing knowledge gaps in the knowledge base [2][4] Group 2: Problem Identification and Resolution - Merchants can filter conversations based on various metrics, and an upcoming visualization dashboard will support real-time monitoring of key indicators such as transfer rates and customer satisfaction [2][4] - The system allows for a complete trace of the model's answer generation process, helping merchants identify whether issues stem from incorrect knowledge, failure to recall the right information, or knowledge gaps [3][4] Group 3: Knowledge Management - The feature encourages the construction of a high-quality knowledge system, providing precise solutions for different causes of issues, such as direct editing of incorrect content or rapid knowledge addition for gaps [4][6] - All adjustments made within the system take effect immediately, and merchants can validate changes in real-time, enhancing collaborative efficiency with the official technical team for complex issues [4][6]