Meituan Technology Team

Sep 30, 2021 · Artificial Intelligence

Meituan's Intelligent Customer Service Technology and Practice

Meituan’s intelligent customer service platform, serving over 630 million users and 7.7 million merchants, integrates six core AI capabilities—including problem recommendation, understanding, dialogue management, answer supply, response recommendation, and session summarization—across pre‑sale, in‑sale, after‑sale and internal scenarios, leveraging multi‑turn dialogue, intent recognition, knowledge‑graph Q&A, and the Moses platform, while targeting future end‑to‑end and emotionally intelligent interactions.