- Apr 30, 2021
JD’s Chatbot Lifesaving Program Selected as AI Application Example
by Ling Cao
JD’s smart customer service chatbot lifesaving program was selected an AI Application Example by the Office of the Central Cyberspace Affairs Commission (CCAC) of China. This was announced on Apr. 26 at the Fourth Digital China Summit held in Fuzhou, Fujian province.
Powered by AI and with multimodal chat interface, JD’s smart customer service chatbot is able to detect the subtlest human emotions and interact appropriately.
For example, in May 2020, a customer asked JD’s robot customer service how many sleeping pills would be required to take one’s life. After noting the abnormality of the query, the system redirected it to JD’s “Life Channel” suicide hotline team. Comprised of staff with years of front-line service, the team is trained in psychological counseling to soothe the customer during the communication, and to take appropriate action to preserve the customer’s safety. Since then, early intervention and quick response has saved tens of lives.
Dr. Xiaodong He, vice president at JD.com and the deputy managing director of JD AI Research shared, “Emotion is quite an important perspective of customer service. By implementing emotions in our robots, they can chat with customers in a more natural way, and they can maintain patience and a caring mood 24 hours per day.”
JD’s customer service chatbot has also been made available to external partners beyond JD. For example, the team has integrated the program into the resident service hotline (12345 in China) for the city of Datong, a prefecture level city in Shanxi province, which has helped improved the case completion ratio to 97.9%.
The AI Application Example by CCAC aims at supporting enterprises to participate in social applications-based on AI. There have been 35 cases selected this year.