The Current Situation and Future of AI Customer Service in E-Commerce—A Case Study of Taobao
Year: 2025
Type: article
Abstract: 随着人工智能(AI)技术的迅猛发展，电子商务行业正经历着从“信息化”到“智能化”的深刻转型。在这一过程中，AI客服作为连接消费者与商家的核心纽带，通过自动化、智能化的交互方式，显著提升了服务效率并降低了企业运营成本。淘宝作为中国最大的电商平台之一，其AI客服系统“阿里小蜜”不仅是技术应用的标杆，更反映了行业未来的发展方向。本文将探讨AI客服在淘宝中的应用现状，并分析其未来的发展趋势。With the rapid development of artificial intelligence (AI) technology, the e-commerce industry is undergoing a profound transformation from “informationization” to “intelligentization”. In this process, AI customer service, as a core link connecting consumers and merchants, has significantly improved service efficiency and reduced enterprise operating costs through automated and intelligent interaction methods. As one of the largest e-commerce platforms in China, Taobao’s AI customer service system “Ali Meituan” is not only a benchmark for technological application but also reflects the future development direction of the industry. This paper will explore the current application status of AI customer service in Taobao and analyze its future development trends.
Source: E-Commerce Letters
Author: 颖 韩
Institution: Yangzhou University
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: bronze
OpenAlex ID: W4410990494