Core Insights - The competition in the 3C home appliance market has intensified, with minimal differences in product performance and extreme price wars, leading consumers to take a more proactive approach in their purchasing decisions [1][2] - The shift in competition has moved from traditional advertising to engaging in meaningful dialogues with consumers, emphasizing the importance of pre-sales service in converting potential buyers [2][3] Consumer Behavior Changes - Consumers are now more knowledgeable and perform extensive research before making a purchase, often completing 80% of their decision-making process online through reviews, comparisons, and social media [1][2] - The nature of consumer inquiries has evolved from basic questions to more detailed and specific ones, reflecting their increased expertise and personalized needs [3][5] Service Expectations - Brands must adapt to the new consumer expectations by providing personalized and professional pre-sales service, moving beyond simple FAQ responses to more engaging and informative interactions [5][10] - The demand for a "scene expert" who can understand and design tailored solutions for consumers is rising, highlighting the need for emotional connection and trust in the purchasing process [5][12] ZENAVA's Role - ZENAVA is positioned as an AI pre-sales consultant that understands products, users, and scenarios, offering a more interactive and personalized service experience [6][12] - It utilizes a private knowledge base and advanced AI capabilities to provide comprehensive responses and recommendations based on user profiles and preferences [6][7] Service Transformation - The introduction of ZENAVA signifies a shift from traditional customer service to a more consultative sales approach, focusing on understanding, planning, and guiding consumer decisions [10][11] - This transformation allows companies to enhance service efficiency, reduce costs associated with customer inquiries, and improve overall customer experience [11][12]