Qiyukf is NetEase’s intelligent customer service platform, unifying live chat, bots, and ticketing across every channel a business serves.
Qiyukf covers the full service chain from pre-sales to aftercare. Its live chat workspace aggregates web, app, WeChat, and mini-program conversations; knowledge-base-driven bots handle common questions automatically; and complex requests flow into a ticketing system with rule-based routing. AI capabilities add conversation summaries, automated quality inspection, and agent assistance so managers can see service quality at a glance. The platform emphasizes quick integration and reliable uptime, and serves e-commerce, education, and finance customers at scale.
Service managers use the AI quality inspection to review conversations at scale, spotting training needs and policy gaps. The unified workspace keeps response times down as channels multiply, and ticket routing removes manual triage.
Service managers use AI quality inspection to review conversations at scale, surfacing training needs and policy gaps. The unified workspace keeps response times down as channels multiply, and ticket routing removes manual triage from the daily queue.
Rule-based routing keeps queues balanced across agents, and the CRM integrations give agents context before they respond. Reporting breaks down contact drivers, which often reveals product and policy issues long before they appear in churn numbers.
CRM integration gives agents customer context before they respond, and contact-driver analytics often reveal product issues before churn does. The bot’s knowledge base is easy to maintain, keeping automation quality high as offerings change.
Enterprise subscriptions are priced per agent seat and module; exact quotes come through sales, and trial periods are typically offered.
E-commerce, education, and financial companies in China managing multi-channel customer conversations and after-sales service. It fits Chinese enterprises scaling multi-channel customer service.