客服转人工率直降45% 阿里AI店小蜜扛起商家增长重任

北京商报05-11

“天猫618”前夕，阿里全新AI店小蜜正式亮相。5月11日，阿里发布搭载千问最新大模型的AI店小蜜，凭借海量交易数据训练与多行业场景适配，在转人工率、询单转化、退款挽单等维度交出成绩单。此举正在重塑电商客服价值，成为商家争抢流量、提升经营效率的核心AI利器。　　据阿里提供的实测数据，商家接入AI店小蜜后，平均转人工率下降45% ，“AI+人”协同转化效果相比纯人工客服增加超10%。淘天客户运营部...

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，“AI+人”协同转化效果相比纯人工客服增加超10%。淘天客户运营部负责人力君表示，从2026年3月份开始，“AI店小蜜+人”在夜间和白天时段的整体转化率都超过了纯人工客服。　　截至3月，AI店小蜜日均对话量近千万，接入商家数突破百万。有运动品牌商家告诉北京商报记者，使用AI店小蜜后，后台的转化率、满意度等数据都有提升，但在较为复杂的售后场景，有时仍需人工介入。　　目前，新发布的AI店小蜜分为标准版和高阶版。标准版注重节降人力成本，也自带能降低货损的安全风控和假图识别的拦截能力等功能。在标准版的基础上，高阶版则更注重将客服从成本中心转变为增长引擎，打通了淘天的所有接口，如商品、营销、交易、评价、物流等，能够根据淘天用户画像提供千人千面的服务策略，或实现多轮阶梯挽单博弈协商。　　力君表示，淘天生态丰富，商家诉求分层也很明显，有些商家今年希望能降低客服成本，也有更多商家开始向客服要增长。他提到：“客服转化本身就是促成交易的关键环节，不少高价引入的流量，常会因为客服承接能力不足而白白流失。”　　临近“天猫618”，阿里表示，AI店小蜜正式将客服升级为AI导购，助力商家增长。　　AI店小蜜此次升级，重点增强了导购、全场景托管及售后办事能力。在导购方面，AI店小蜜更直接追求询单转化率提升。数据显示，商家接入新版本后，平均询单转化率达到10%，其中服饰商家平均可提升20%；在全场景托管方面，AI店小蜜覆盖了商品推荐、尺码推荐、国补、商品对比等超30个场景，提高了基于场景的辅助能力和回复速度。　　在退款挽单等办事能力上，根据测试商家数据，AI店小蜜平均退款挽单成功率超过20%。此外，AI店小蜜还打通了平台内及三方服务商系统自动处理退差价、退定金等复杂流程，并提升风控和资产保护能力，如赔付严格控制在商家授权额度内、接入新上线的AI假图识别模型。　　现在，AI工具已经成为各平台商家夺取流量的重要抓手。上述运动品牌商家告诉北京商报记者，AI店小蜜上线以来，其在人力投入上已有较为明显的下降，目前品牌正在测试AI店小蜜升级后的售后功能，比如在挽单和售后协商等场景上进行尝试，已经初步看到效果。但实际的售后场景远比演示场景复杂，要将整体解决率提升到较高水平，不仅依赖产品本身的迭代，商家侧也需要持续投入时间对其进行训练和调优。（文章来源：北京商报）","kind":"news","is_publish_news":true,"is_publish_highlight":false,"is_publish_live":false,"is_publish_wemedia":null,"editions":null,"column":"","sentiment":"0","news_tag":"","news_rank":0,"isVideo":false,"video":null,"symbols":[],"gpt_button":1,"need_auth":false,"need_login_tip":false,"code":"91000000","status":"200"},"commentList":[],"isCommentEnd":true,"newsSizeData":{"likeSize":0,"commentSize":0,"repostSize":0,"favoriteSize":0,"likeStatus":false,"favoriteStatus":false},"APP":{"userAgent":"Mozilla/5.0 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