AliMe Assist: An Intelligent Assistant for Creating an Innovative E-commerce Experience

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.