Intelligent Customer Service Competition: Leveraging AI for Text Matching and Classification

Artificial intelligence (AI)–driven intelligent customer service has become widely adopted, offering efficient, personalized user experiences while reducing labor costs for enterprises.

The core of intelligent customer service is to fully understand user intent, accurately retrieve matching content from a knowledge base, and automatically answer questions; text matching and classification are the most critical technologies, representing fundamental challenges in natural language understanding.

Since 2017, 58.com has built an intelligent customer service system and has continuously focused on AI optimization and scenario expansion, now widely applied in customer service, pre‑sale guidance, and other contexts, improving human efficiency and increasing revenue.

For this competition, a batch of real‑world data from 58’s intelligent customer service scenarios is provided, inviting participants to explore text‑matching problems and to build precise models by combining the latest NLP and AI technologies.

58 Technology supplies the competition task and the latest data, and welcomes participants to follow the event.

Recommended reading includes open‑source projects such as qa_match: a deep‑learning based hierarchical QA matching tool , its updates, and related webinar recordings.