Bilibili Tech
Jan 16, 2024 · Artificial Intelligence
Design and Implementation of Bilibili's Intelligent Customer Service System
Bilibili created an AI‑powered customer‑service platform that integrates a WeChat Work chat UI, a conversation state machine, Elasticsearch and LLM‑based FAQ retrieval, and a low‑code admin console, replacing a thousand‑person manual support team, handling thousands of queries, boosting resolution rates and enabling cross‑team reuse.
ChatbotElasticsearchIntelligent Customer Service
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