SHENZHEN, China, Dec. 08, 2025 (GLOBE NEWSWIRE) -- Aurora Mobile Limited (NASDAQ: JG) (“Aurora Mobile” or the “Company”), a leading provider of customer engagement and marketing technology services in China, today announced that EngageLab, its leading omni-channel customer engagement platform, officially launches its new AI-driven customer service platform - LiveDesk. Built on the core principle of “AI Agent x Human Agent” deep collaboration, the platform is dedicated to helping enterprises efficiently addr ...

Core Insights - EngageLab has launched LiveDesk, an AI-driven customer service platform aimed at enhancing multi-channel customer communication and operational efficiency [1][4] - The platform is designed to address common enterprise customer service challenges, including fragmented communication channels and delayed responses [3][4] Group 1: LiveDesk Features - LiveDesk utilizes AI Agents to handle up to 90% of common customer inquiries, reducing operational costs by 70% [4][8] - The platform supports omnichannel integration, connecting various communication platforms such as social media, SMS, and email for unified customer interaction management [4][6] - AI Agents perform initial screening of inquiries, intelligently routing simple questions while transferring complex issues to Human Agents, enhancing response speed and service quality [4][6] Group 2: Service Modes and Collaboration - LiveDesk offers "Live Chat" and "Smart Ticketing" modes, optimizing resource allocation based on customer inquiry types [4][6] - The smart ticketing system facilitates API creation, automatic assignment, and cross-department collaboration, improving workflow processes [4][6] Group 3: Data Insights and Customer Experience - The platform provides comprehensive data tracking and customer behavior analysis, enabling enterprises to optimize service strategies [4][8] - AI Agents can customize tone and multimedia interactions, enhancing customer satisfaction and brand loyalty [5][8] Group 4: Industry Applications - LiveDesk is applicable across various industries, including e-commerce, software services, and gaming, supporting diverse customer service scenarios [6][8] - The integration of customer service and automated marketing through AI-driven solutions fosters intelligent business growth [6][8] Group 5: Expected Outcomes - The implementation of LiveDesk is projected to boost customer satisfaction to over 90% and significantly enhance customer retention [8] - The platform aims to reduce the workload of customer service teams while achieving an optimal balance between efficiency and cost [8] - Continuous service optimization and precision marketing are expected through the accumulation of customer data insights [8]

LiveDesk以AI Agent为核心驱动力，配合Human Agent无缝协作，能够自动处理高达90%的常见客户问题，将企业运营成本降低70%。平台支持 全渠道接入，覆盖官网、APP、主流社交媒体及短信等多种触点，实现客户互动的统一管理和高质量服务标准。 ▪ 全渠道相连：LiveDesk支持连接常用社交媒体平台(如FaceBook, Telegram, WhatsApp, Line, Instagram)、三方平台API和EngageLab自有渠道 (AppPush, Webpush, Email, SMS, OTP)，帮助企业汇聚客户来自所有渠道的互动，实现全域触达与精准服务。 ▪ 智能判别，高效分流：AI Agent全天候在线，根据问题难度精准实现毫秒级初筛，简单问题(如订单更新、信息查询等)基于企业知识库和上 下文智能解答，复杂问题无缝转交给 Human Agent，极大提升响应速度和服务质量。 极光(Aurora Mobile，纳斯达克股票代码：JG)旗下客户互动平台EngageLab正式发布全新AI驱动的客户服务平台——LiveDesk。该平台以"AI Agent x Human Agent"深 ...