AliMe Assist: An Intelligent Assistant for Creating an Innovative E-commerce Experience
Feng-Lin Li, Minghui Qiu, Haiqing Chen, Xiongwei Wang, Xing Gao, Jun, Huang, Juwei Ren, Zhongzhou Zhao, Weipeng Zhao, Lei Wang, Guwei Jin, Wei Chu

TL;DR
AliMe Assist is an AI-powered intelligent assistant that enhances e-commerce shopping by providing multi-round, voice and text-based customer support, handling 85% of questions effectively in real-world scenarios.
Contribution
The paper introduces AliMe Assist, a novel AI system for e-commerce customer service that supports multi-round interactions and voice input, demonstrating practical deployment at scale.
Findings
Serves millions of questions daily
Addresses 85% of customer inquiries
Supports multi-round, voice, and text interactions
Abstract
We present AliMe Assist, an intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question answering (QA), AliMe Assist offers assistance service, customer service, and chatting service. It is able to take voice and text input, incorporate context to QA, and support multi-round interaction. Currently, it serves millions of customer questions per day and is able to address 85% of them. In this paper, we demonstrate the system, present the underlying techniques, and share our experience in dealing with real-world QA in the E-commerce field.
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Taxonomy
TopicsTopic Modeling · Speech and dialogue systems · Natural Language Processing Techniques
