人海战术打不住的软件售后，没想到被一个天润融通AI轻松接管

Core Viewpoint - The traditional "human-driven" after-sales service model in the software industry is inadequate for handling increasingly complex service systems, leading to inefficiencies and rising costs. ZENAVA is facilitating a transition to an "AI-driven" model that automates routine inquiries and allows technical and customer service teams to focus on high-value tasks [2][6]. Group 1: Challenges in Traditional Service Models - The traditional after-sales service faces challenges such as repetitive inquiries, technical issues that require escalation, and a growing backlog of service requests [1][2]. - A structural contradiction exists within the customer service hierarchy, where first-line staff are familiar with business but lack technical skills, second-line staff handle repetitive technical questions, and third-line engineers are frequently interrupted by basic issues [4]. - As customer numbers grow, relying solely on increasing staff leads to higher costs and lower efficiency without necessarily improving customer experience [5]. Group 2: ZENAVA's Solutions - ZENAVA automates a significant portion of the first-line customer service tasks, utilizing expert-level models and enterprise knowledge bases to provide step-by-step guidance for common inquiries [7]. - The system enhances user experience by offering real-time feedback and tailored assistance, moving away from the traditional method of overwhelming users with lengthy documents and links [7][9]. - ZENAVA can interpret technical issues that users struggle to describe, allowing users to upload screenshots for immediate assistance, thus improving efficiency and user satisfaction [9]. Group 3: Impact on Technical Support - ZENAVA demonstrates capabilities akin to technical experts, addressing common technical queries and providing troubleshooting suggestions for initial faults, which reduces the need for second and third-line technical personnel [10][11]. - The shift to AI-driven support allows companies to reduce their after-sales teams from hundreds to around fifty personnel while maintaining the same business volume, resulting in lower costs and enhanced customer experience [11]. - By adopting ZENAVA, software companies can transform their after-sales service into a scalable, replicable, and sustainable model, freeing teams from repetitive tasks and establishing a stable, efficient, and low-cost operational foundation [11].