AI technology is advancing swiftly, with a growing emphasis on industry-specific and scenario-driven applications. Ali has seamlessly integrated cutting-edge intelligent technologies and large model algorithms into its merchant customer service framework, introducing the e-commerce sector’s premier AI customer service agent, AI Dianxiaomi, adept at managing both pre-sales and after-sales services. Upon integrating this solution, merchants have witnessed a notable 45% reduction in the average rate of escalations to human agents. Moreover, the conversion rate, bolstered by the synergy of ‘AI + human’ collaboration, has surged by over 10% in comparison to traditional human-only customer service. AI Dianxiaomi is underpinned by the latest iteration of the Qianwen large model, harnessing Taobao’s transactional data for vertical domain refinement and multimodal capability augmentation. As of March, it efficiently manages close to ten million daily dialogues, catering to the needs of over a million merchants.