Meituan's Intelligent Customer Service Technology and Practice

This article introduces Meituan's intelligent customer service technology and its practical applications. With over 630 million annual active users and 7.7 million merchants, Meituan faces massive communication demands across pre-sales, in-sales, and after-sales scenarios. The platform provides six core intelligent customer service capabilities: problem recommendation, problem understanding, dialogue management, answer supply, dialogue recommendation, and session summarization.

The article covers the background of intelligent customer service deployment across different scenarios (pre-sales, in-sales, after-sales, and office scenarios) and different user groups (users, agents, merchants, and employees). It then details the core technologies including dialogue interaction technology, multi-turn dialogue systems, problem recommendation, and answer supply. The multi-turn dialogue section explains how the system handles complex user queries through intent recognition, task flow management, and fuzzy matching. The article also covers intelligent Q&A capabilities for handling open-ended questions using knowledge graphs, community Q&A, and document Q&A.

For human-assisted capabilities, the article discusses dialogue recommendation technology that automatically learns from historical chat records to suggest appropriate responses, and session summarization technology that automatically extracts key information from conversations. The article concludes with a discussion of Meituan's Moses dialogue platform, which provides a comprehensive solution for various business needs, and future directions including end-to-end dialogue systems and emotional intelligence in customer service.