Bilibili Tech
Aug 15, 2023 · Backend Development
Bilibili Customer Service System Architecture and Implementation
The article explains Bilibili's self‑developed customer‑service platform, describing its modular architecture, core workflows, and implementation of features such as intelligent QA with Faiss vector search, Redis‑based seat scheduling, a robust workstation, permission control, and exploration of large language models, highlighting improvements in interception rate, satisfaction, and handling time.
Customer Service SystemFaiss vector searchLarge Language Models
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