Core Insights - The article discusses the launch of the "AI Intelligent Script Recommendation" feature by Zhima Weike, aimed at enhancing customer service efficiency on WeChat by providing precise and efficient responses to customer inquiries [2][3]. Group 1: AI Script Recommendation Functionality - The AI script recommendation feature utilizes the last three messages from customers as input, employing natural language processing (NLP) to analyze text types and potential needs [3]. - Unlike traditional keyword matching, the system focuses on understanding the intent behind customer inquiries through semantic similarity algorithms, selecting the most relevant responses from a pre-set script library [3]. - The recommendation process takes only three seconds, allowing customer service representatives to quickly access 3-5 highly relevant scripts without the inefficiency of searching through the script library [3]. Group 2: Flexible Script Library Management - The implementation of this feature relies on a flexible script management capability, allowing businesses to create their own script libraries categorized by business lines and problem types [4]. - Companies can add titles and tags to each script, enabling tailored responses for various scenarios, such as "course cancellation process" for educational institutions or "logistics inquiry" for e-commerce [4]. - The system supports dynamic optimization of scripts, allowing businesses to update their libraries based on frequently occurring issues and low matching rates, ensuring continuous evolution of the script library [4]. Group 3: Efficiency and Impact on Customer Service - The primary value of this feature for customer service teams is efficiency, as new employees can quickly learn response logic without memorizing scripts, while experienced staff can reduce search time and focus on personalized communication [5]. - A retail company reported that after implementing the AI recommendation, average response times decreased by 40%, and problem resolution rates increased by 25% [5]. - For businesses, this represents a significant step towards refined private domain operations, enabling better identification of customer pain points and enhancing product and service optimization [5].