Aurora(US:JG) Ge Long Hui·2025-12-08 08:17Core Insights - Aurora Mobile's EngageLab has launched a new AI-driven customer service platform called LiveDesk, focusing on "AI Agent x Human Agent" collaboration to enhance service efficiency and customer experience [1][6] Group 1: Customer Service Challenges - Enterprises face multiple challenges in customer service, including fragmented communication channels, delayed responses, and limited service efficiency, leading to increased management costs [2] - Human agents struggle to provide efficient 24/7 responses, and resource allocation for complex issues often creates bottlenecks, negatively impacting customer satisfaction and business growth [2] Group 2: LiveDesk Innovations - LiveDesk utilizes AI Agents to automatically handle up to 90% of common customer inquiries, reducing operational costs by 70% [3] - The platform supports multi-channel access, integrating various touchpoints such as websites, apps, social media, and SMS for unified customer interaction management [3] - AI Agents provide real-time initial screening of inquiries, efficiently routing simple issues to automated responses while complex queries are seamlessly transferred to Human Agents [3] Group 3: Enhanced Collaboration and Insights - LiveDesk features both "online chat" and "smart ticket" services, allowing precise matching of solutions to customer issues, thereby improving resource allocation and team collaboration [4] - The platform offers comprehensive data tracking and customer behavior analysis, enabling insights into customer satisfaction, ticket handling, and team performance for continuous service strategy optimization [4] - AI Agents can customize interaction styles and support multimedia communication, enhancing the personalization of customer service experiences [4] Group 4: Industry Applications and Growth - LiveDesk is applicable across various industries, including e-commerce, software services, gaming, and lifestyle services, supporting diverse scenarios such as pre-sales guidance, post-sales support, complaint handling, and membership marketing [5] - The AI-driven automation and multi-channel coverage enable seamless integration of customer service and automated marketing, creating a sustainable growth engine for businesses [5] Group 5: Value Proposition - The launch of LiveDesk is expected to significantly enhance customer response speed, with customer satisfaction rates exceeding 90%, thereby increasing customer loyalty [7] - The workload of customer service teams is reduced, leading to effective operational cost savings of 70%, achieving an optimal balance between efficiency and cost [7] - The platform facilitates the accumulation of customer data assets and multi-dimensional insights, driving precise marketing and continuous service optimization [7] - Personalized and intelligent customer experiences help businesses build core competitive advantages in the digital marketplace [7]