Sep 29, 2020|
JD Partners with Xpeng Motors To Install Charging Piles
by Kelly Dawson
JD.com has signed an agreement with Xpeng Motors, an electric vehicle startup that recently raised $1.5 billion in an initial public offering on the New York Stock Exchange. As part of the agreement, JD Service Plus will provide Xpeng’s customers with integrated and fully managed services for their electric vehicles, including measurement, installation, maintenance and after-sales service of home charging piles, which are typically used for single-vehicle charging.
Xpeng Motors is committed to providing premium services, and its decision to partner with JD Service Plus was taken with care, an Xpeng spokesperson said.
“We were very cautious in choosing a partner for home charging services, because this is an important part of the car owner’s consumer experience,” he said.
With a fully integrated national service network, efficient response time and standardized high-quality service capability, JD Service Plus is empowering partners by assisting emerging industries in solving common pain points—like the question of how new electric vehicle owners will charge their vehicles with limited space and knowledge about whether their parking garage has the correct conditions for installation, for example.
To address these concerns, JD Service Plus offers “one-click, worry-free services”, with the ability to provide full-scale services across China, including assessment and installation within 72 hours, and repair and maintenance. The company’s fulfillment rate is 100%, with 100% positive feedback. Customers can expect two-year warranty service, and a response from customer service within 1 hour when reporting issues.
Additionally, JD Service Plus will provide intelligent storage management solutions for Xpeng Motors’ household charging piles, relying on the powerful warehousing resources of JD Logistics. The company will be able to arrange goods in advance, and install nearby according to actual demand to ensure faster response times. As demand has increased, after-sales logistics costs have decreased, which means lower costs for consumers too.
On September 28th, one electric vehicle owner in Beijing’s Shijingshan District experienced the company’s commitment to premium services first-hand, when JD Service Plus installed a new home charging pile for his electric vehicle.
“From the preliminary survey site to the installation, the engineers were professional, meticulous and standardized,” said the customer, Mr. Liu. “They even helped me clean up the site after the installation, which made me feel very relieved.” He gave the services a five-star rating.
In recent years, the electric automobile industry has gained more and more attention in China. During this year’s National Two Sessions (National People’s Congress and National People’s Political Consultative Conference), a government work report pointed to the importance of “building charging piles and promoting electric vehicles” as an important component of strengthening the infrastructure of this emerging industry. In response, government entities across China pledged to devote resources toward supporting this goal. This year the State Grid plans to invest RMB 2.7 billion yuan and add 78,000 charging piles with 53,000 in residential areas. Additionally, Shanghai, Henan, Shandong, Sichuan and other places have introduced development plans for household charging piles, introducing supporting policies such as electricity subsidies and simplified procedures.
As a result of the new partnership, JD Service Plus and Xpeng Motors are poised to set a benchmark for high-quality service in this emerging industry.
(kellydawson@jd.com)
Apr 29, 2024|
JD.com Teams Up with Brands to Launch “Trade-in Alliance for Household Appliances and Home Goods”
JD.com recently announced the “Trade-in Alliance for Household Appliances and Home Goods” in collaboration with over 100 renowned brands. This initiative, unveiled on April 27, aims to expand and enhance trade-in services across China and has already been successfully implemented in 20 provinces and cities.
The Trade-in Alliance allows consumers to access JD’s trade-in services for an extensive range of products, covering over 200 subcategories including TVs, refrigerators, washing machines, air conditioners, and more. The initiative caters to a growing demand, with more than 16 million users leveraging JD’s platform since 2023 to exchange their old household items for new ones. This represents a 200 percent increase in first-time users year-on-year.
To further enhance the customer experience, JD.com has introduced the “Three Free & Four Unlimited” trade-in service. This service includes complimentary door-to-door pickup, disassembly, and handling of old goods. Additionally, it places no restrictions on the trade-in items regarding their original purchase channel, brand, age, or condition. With just four simple clicks on the JD app, users can receive generous discounts from their old goods and enjoy the convenience of JD’s one-stop trade-in services.
JD.com also utilizes its logistical strengths to extend these services to even the most remote areas of China. For instance, customers living in Tibet at an elevation of 4,300 meters can now easily access JD’s trade-in options, including doorstep delivery and recycling of old appliances.
The Trade-in Alliance is built on six foundational pillars: service capabilities, brand support, marketing initiatives, industry chain synergies, omni-channel development, and category cooperation. By fostering closer partnerships with leading brands in the household appliance and home goods sectors, JD.com is setting a new standard for hassle-free trade-in services, offering unparalleled convenience and value to consumers nationwide.
Apr 22, 2024|
JD.com Debuts AI Digital Representative of Founder Richard Liu During Livestream, Drawing 20 Million Views in Under One Hour
During a livestream on April 16th, JD.com introduced an AI digital representative of its founder, Richard Liu (Qiangdong Liu), nicknamed “procurement and sales manager Brother Dong (采销东哥).” Liu appeared in both JD Home Appliances and JD Supermarket’s livestreaming rooms, attracting over 20 million views within the first hour and generating RMB 50 million in sales throughout the entire livestream.
The digital representative almost perfectly replicates Liu’s facial expressions, body language, gestures, and voice, capturing even the subtlest movements of his fingers. Behind this technology is JD Cloud’s ChatRhino, an advanced large language model (LLM) that brings the avatar to life.
Behind the Technology
The LLM precisely mirrors Liu’s distinctive expressions and movements, naturally weaving in his occasional finger twiddles while he speaks, accentuating points with hand gestures, and adding nods at just the right moments for emphasis, creating a natural and authentic representation. Perfecting the voice proved to be a greater challenge. Those who have heard Liu speak are well-acquainted with the distinct inflections of his Suqian accent—a characteristic touch from his small-town roots in Jiangsu province. Observers will note the brisk pace of his speech, lighter enunciation, and his tendency to meld words in a seamless flow. His “sh” sounds carry a nasal quality, and he often addresses people as “brothers” to boost morale.
While programming the standard Mandarin dialect is relatively straightforward, teaching the AI to adopt the nuances of the Suqian dialect and Liu’s unique vocal patterns required a precise level of customization from the ChatRhino LLM. For example, the LLM had to provide accurate judgments on when to introduce the nasal tonality or the specific moments to merge words, ensuring the AI’s linguistic output mirrored Liu’s signature speaking style authentically.
Beyond replicating vocal characteristics, the AI’s voice must also be suitable for the casual, dynamic atmosphere of e-commerce livestreaming, such as adopting colloquialisms like “xiong di men” — a phrase comparable to “folks” or “guys” in English — to create a friendly rapport with the audience. JD Cloud’s ChatRhino team fine-tuned the model to focus on sociable nuances. The initial dataset for the LLM consisted predominantly of Liu’s formal speeches—spirited and compelling, yet too ceremonious for the interactive world of livestreaming. To cultivate a more congenial and approachable persona, the team utilized Liu’s recent casual conversations as the primary source material, rich with personal anecdotes and travel tales. This approach shaped the AI’s voice into one that is that is not only natural and approachable but also genuinely engaging for the end user.
As a fully self-developed technology product of JD Cloud, the ChatRhino Digital Representative solution has already served over 4,000 brand merchants, contributing to a 30% increase in order conversion rate during idle hours and helping merchants reduce livestreaming costs, enhance operational efficiency, and optimize user experience. Equipped with 50,000 hours of voice data, this technology enables digital representatives to intelligently adapt to various livestreaming styles dynamically.
The AI is also adept at managing 70% of routine live chat inquiries autonomously without any manual intervention, while also optimizing its responses with a self-improving algorithm. For instance, digital representatives can autonomously fields questions using product details and scripts, and post-livestream, and assimilate new information. Mirroring the acumen of seasoned sales professionals, it boasts a 90% accuracy rate in offering tailored product recommendations when solicited by customers.
The recent introduction of a cutting-edge livestream control console serves as the “brain” for the digital representative solution. It diligently monitors real-time inventory, adjusting the showcased products in the livestream and tailoring the script to ensure relevance—sidestepping items that are out of stock and spotlighting those in high demand. It also gauges and fine-tunes the frequency and style of interactions based on live audience engagement. With this advanced platform, businesses managing multiple livestreams can effortlessly operate thousands of sessions concurrently via cloud services, bypassing the need for intricate local setups. This innovation yields a substantial cost reduction of 30%.
Human-Machine Synergy
The intention behind digital avatars is not to outshine or compete with human talent but to harness the potential of technology to work in concert with livestreamers, maximizing overall growth. Essentially, the digital representative solution serves as a tool for brands and merchants to leverage long-tail traffic once real livestreamers conclude their broadcasts. JD’s analytics indicate this strategy can boost order conversion rates by 30% during off-peak hours, such as late into the night.
Digital representatives also excel in specific product categories that require detailed explanations, such as health products like nursing beds, electric wheelchairs, and oxygen concentrators. The solution can provide constant, round-the-clock guidance, adding substantial value to livestreams when traffic is typically lower.
Last week, JD.com announced an investment of one billion yuan into video content creation. This investment underscores JD’s commitment to leveraging the power of short videos and livestreams to transform the online shopping experience for its users and create new growth avenues for brand merchants.
A Grandma, a JD Courier, and Handmade Mooncakes
