Yitu AI Customer Service
AI-Powered Omnichannel Customer Service Platform
Yitu AI Customer Service is a SaaS-based AI customer service platform supporting unified multi-channel message integration. It provides AI auto-reply, knowledge base management, ticketing system, and data analytics — a complete customer service suite. Multi-tenant architecture supports enterprise-level team collaboration with flexible usage-based billing.
How It Works
Connect Channels
One-click connect to WeChat, WeCom, Feishu, Douyin and more, or custom integration via API
Configure Knowledge Base
Import product docs and FAQs, train the AI chatbot, and set auto-reply rules
Start Serving
AI handles common questions automatically, complex issues seamlessly transfer to human agents with full analytics
Features
From channel integration to data analytics, Yitu AI Customer Service provides complete customer service capabilities
AI Auto-Reply
LLM-powered intelligent auto-replies based on knowledge base — accurately identifies customer intent and responds to common questions in seconds
Unified Multi-Channel
Integrates WeChat, WeCom, Feishu, Douyin and other major channels — manage all messages from one dashboard
Human-Agent Collaboration
Flexible agent assignment strategies with queuing, transfer, and session takeover — seamless AI-human teamwork
Knowledge Base Management
Enterprise-grade knowledge base with document import, FAQ management, and semantic search
Analytics Dashboard
Real-time customer service metrics — conversation volume, response time, satisfaction scores all visualized
Ticketing System
Auto-creates tickets for complex issues with full lifecycle tracking, SLA management, and auto-escalation
Custom Bot Builder
Configurable conversation flows and reply strategies with keyword triggers, intent recognition, and multi-turn dialogue
Open API Platform
Rich API interfaces for deep integration with CRM, ERP, and OMS systems
Seamless AI + Human Collaboration
AI auto-handles common questions, complex issues intelligently routed to the best-fit agent with full conversation context
Data-Driven Operations
Real-time service dashboard, satisfaction trends, agent performance analytics, hot topic detection — driving continuous team optimization
Enterprise-Grade Security
Tenant data isolation, TLS encryption, operation audit logs, sensitive data masking, private deployment option
FAQ
Customer service, third form: AI-first, human-backed
Yitu AI Customer Service makes 'AI answers first, humans back up' the default rather than an optional add-on. The platform merges 6+ channels — WeChat, WeCom, Feishu, Douyin, official accounts, Web SDK — into one agent workstation. AI answers 85%+ of common questions from your knowledge base; complex ones transfer to human agents in under a second with full session and order context. The value isn't 'save a few headcount' — it's turning service capability into reusable digital assets that get sharper the more they run.
Three real scenarios
Situation · 30k+ daily inquiries during peak sales; human agents can't keep up, customers vent on socials, GMV suffers.
Outcome · Yitu connects Tmall/Douyin/WeChat, AI answers 85% of common questions (shipping, returns, coupons); the remaining 15% transfer instantly with full context — no 'which order was it again'.
Situation · Wants in-product support; customers get answers immediately without every CSM becoming a human FAQ.
Outcome · Docs, changelogs, SOPs load into the Yitu KB; a Web SDK embeds in-product. AI answers when confident, opens a ticket to the on-call CSM otherwise — SLA and escalation are native.
Situation · 400+ stores, membership questions across many channels, scattered dispatch.
Outcome · All channels connect to Yitu; routing by store/city/skill; AI handles card lookups and appointment changes; humans handle judgment calls; dashboard produces daily reports automatically.
Performance and scale
WeChat / WeCom / Feishu / Douyin / Official Account / Web SDK / API custom
Measured on customers with completed KB training
From message arrival to first character of AI reply
Active customers across e-commerce, SaaS, education, finance, retail
With AI draft-first workflow and human polish
P0/P1/P2 tiers, auto-escalation, breach alerts
How we compare
AI-first + omnichannel + native support for major Chinese social channels.
Ticket-centric, AI is a plugin, WeChat/WeCom support is often customization-required.
Takeaway · In China, the default inbound channel is WeChat/Douyin; native support is table stakes.
Unified agents, KB, and analytics across channels; AI + human seamless.
Only one channel; cross-channel data is split; agents flip between consoles.
Takeaway · Customers don't message less because you only support one channel.
Full CS Ops — agents, tickets, dashboards — not just a chat window.
'AI answers messages' is solved; scheduling, KPIs, escalation are not.
Takeaway · AI is the entry point; teams need the full operational stack behind it.
Deeper details
How the knowledge base is trained and maintained
Import PDFs/Word/Markdown/web pages, hand-author FAQs, or one-click extract Q&A from historical transcripts. Live tracking flags 'AI answered wrong / couldn't answer' cases for the KB owner. Semantic retrieval on a vector store handles synonyms, colloquialisms, and typos — customers don't need exact wording.
AI ↔ human collaboration
High-confidence answers are sent directly; medium-confidence answers appear as drafts to the human agent for a one-click accept-or-rewrite; low-confidence or explicit human requests transfer instantly with full context. Agents stop asking 'what was it again'; customers stop repeating themselves.
Omnichannel and unified data
WeChat, WeCom, Feishu, Douyin, official accounts, Web SDK all funnel into one message gateway; every session tags channel/source/order/membership tier; dashboards slice by tag so ops can see which channel has lowest CSAT and which topic burns the most time. Data can push to your own warehouse.
Tickets and SLA
Complex questions auto-open tickets with P0/P1/P2 tiers, owner routing, breach escalation, CC/notifications, and customizable SLAs by segment or topic. On closure, customers get a satisfaction survey; low CSAT from high-tier customers pings management immediately.
Build Your Intelligent Customer Service Center
Unified multi-channel access, AI auto-replies — boost customer satisfaction