Designing a Scalable Customer Service Solution Platform: Architecture, Workflow Engine, and Resource Engine

This article outlines the design of a unified solution platform for customer service, detailing the separation of dynamic workflows and static knowledge bases, the architecture of a custom process engine, and a resource engine for API integration, while highlighting implementation challenges and future automation goals.

Backend ArchitectureWorkflow Enginecustomer-service

0 likes · 16 min read

Designing a Scalable Customer Service Solution Platform: Architecture, Workflow Engine, and Resource Engine

Didi Tech

Nov 24, 2020 · Industry Insights

Standardizing Customer Service: Inside DiDi’s Solution Platform Architecture

This article explains how DiDi built a unified solution platform that standardizes customer‑service responses across multiple channels by integrating business information, service capabilities, dynamic workflows, static knowledge bases, and a matching layer, while detailing the underlying workflow and resource engines and their performance impact.

Resource ManagementWorkflow Enginearchitecture

0 likes · 15 min read

Standardizing Customer Service: Inside DiDi’s Solution Platform Architecture