2025 Udesk Large Model Customer Service System Comprehensive Unveiling of Specific Functions and Application Scenarios

文章摘要：Udesk Overseas Intelligent Customer Service System – a single platform that integrates a cloud call center, online customer service, and work order system. It connects to more than 20 domestic and international communication channels, enabling barrier-free connection with your global customers.

With the in-depth integration of large model technology and customer service scenarios, customer service systems have evolved from "passive response" to "proactive service". Leveraging its profound insight into industry needs, Udesk has integrated large model capabilities into the entire service chain, creating a new-generation customer service solution that combines "intelligent depth, scenario breadth, and compliance height".

Technical Foundation: Multi-Model Collaborative Architecture, Laying a Solid Foundation for Intelligent Services

The core competitiveness of Udesk's 2025 large model customer service system stems from its multi-model collaborative architecture of "self-developed large model + industry-specific vertical models + top-tier third-party models". On one hand, relying on Udesk's self-developed large model, it achieves breakthroughs in core customer service capabilities such as intent recognition, multi-turn conversations, and knowledge summarization. On the other hand, it dynamically connects to third-party large models like DeepSeek and Cici, flexibly invoking the optimal model capabilities based on different business scenarios. Meanwhile, targeting the characteristics of industries such as finance, healthcare, and manufacturing, it trains industry-specific vertical models, enabling the system to both "cover multiple industries" and "excel in one field", providing strong technical support for functional implementation.

Core Functions: Full-Link Upgrade from "Service Tool" to "Growth Engine"

Based on the multi-model collaborative architecture, Udesk's large model customer service system has achieved comprehensive innovation on the basis of traditional customer service functions, forming full-link intelligent capabilities covering "pre-sales consultation, in-sales service, and post-sales operation".

1. Intelligent Intent Recognition and Prediction: Making Services "One Step Ahead"

The system possesses "ultra-accurate intent recognition + demand prediction" capabilities. By analyzing multi-dimensional data such as customers' historical consultation records, browsing behaviors, and order information, it can predict potential needs before customers initiate inquiries. For example, after an e-commerce customer places an order for a high-value home appliance, the system will proactively push information such as "installation appointment process" and "warranty policy" to the agent's workbench. For financial customers who frequently inquire about wealth management products recently, the system will actively identify their investment preferences and provide agents with personalized recommendation scripts. In terms of intent recognition accuracy, the system's recognition rate for ambiguous inquiries reaches as high as 96%. For instance, when a customer says "I'm a bit short on cash recently", the system can accurately determine whether they are inquiring about credit products or bill installments, avoiding ineffective communication.

2. Multi-Modal Interaction and Content Generation: Making Communication "More Empathetic"

Breaking through the limitations of traditional text interaction, it supports multi-modal communication including "voice, images, videos, and documents". When a customer sends a picture of a product failure, the system can automatically identify the faulty part and generate a solution. When a customer sends a voice inquiry, it not only converts the voice to text in real time but also analyzes emotional fluctuations in the voice. When customer anger is detected, it automatically triggers appeasement scripts and raises the work order priority. More powerfully, it features "intelligent content generation" capabilities: agents can input simple keywords, and the system quickly generates content such as product introductions, activity scripts, and after-sales emails, and can adjust the tone and style according to different customer groups—using lively scripts for young customers and professional expressions for corporate customers. After an home appliance enterprise adopted this function, agents' script generation efficiency increased by 70%, and customer communication satisfaction rose by 25%.

3. Self-Evolving Knowledge Middle Platform: Making Knowledge "Come Alive"

Traditional customer service knowledge bases require manual maintenance, resulting in delayed updates and errors. The knowledge middle platform of Udesk's 2025 large model customer service system has the capabilities of "automatic collection, intelligent organization, and dynamic update": it can automatically crawl information from corporate official websites, product manuals, after-sales cases, etc., and generate structured knowledge entries. When new business policies or product information emerge, the system can quickly learn and update the knowledge base without manual intervention. For example, when an e-commerce platform launched a new promotion campaign, the system completed the knowledge decomposition of the campaign rules on the same day, and the accuracy of agents' consultation responses reached 98%. Meanwhile, the knowledge middle platform supports "semantic associative search"—agents can input partial keywords to retrieve relevant knowledge points, avoiding answering errors caused by memory deviations.

4. Intelligent Work Order Closed-Loop and Data Analysis: Making Operations "Data-Driven"

The system realizes a full-process closed loop of "automatic work order creation, intelligent assignment, progress tracking, and result analysis". For complex customer inquiries, the system can automatically generate structured work orders and assign them optimally based on issue type, urgency, and agent skill tags, with an assignment accuracy of 97%. During work order processing, it synchronizes progress to customers in real time, avoiding "repeated inquiries". More importantly, it has the capability of "service data feeding back business": the system can automatically analyze massive customer service conversation data, extract information such as customer pain points, product defects, and service shortcomings, and generate visual analysis reports. For example, through analyzing after-sales consultation data, it was found that complaints about "battery life" of a certain mobile phone model accounted for 30%. The information was promptly fed back to the product department to promote product iteration and optimization, realizing "service data-driven business growth".

5. Global Compliance and Security Assurance: Making Overseas Expansion "Worry-Free"

Targeting the needs of overseas enterprises, the system has built-in compliance templates for more than 20 countries and regions, including GDPR, CCPA, and Southeast Asia's PDPA, automatically adapting to data protection requirements in different regions. In the data processing process, it adopts a three-tier security mechanism of "data encryption + permission classification + audit tracking" to ensure customer data security. Meanwhile, content generated by the large model undergoes compliance verification to avoid non-compliant expressions. For example, in financial scenarios, it is prohibited to promise "principal and interest guarantee", and the system will automatically filter such scripts, providing compliance assurance for enterprises' global services.

Application Scenarios: In-Depth Cross-Industry Adaptation, Unlocking New Service Value

With its powerful functional matrix, Udesk's large model customer service system has demonstrated significant value in multi-industry implementations, becoming an "intelligent service partner" for enterprises in different fields.

1. E-Commerce Industry: Dual Guarantee for Promotion Peaks and Personalized Services

In e-commerce promotion scenarios, the system can support a peak concurrency of 150,000 consultations per second. Through the "intelligent robot diversion + agent assistance" model, it reduces the pressure on human agents by 60%. For example, during "Black Friday", a cross-border e-commerce platform leveraged the system's multi-modal interaction function—customers could inquire about inventory and discount information by sending product pictures. The consultation response time was shortened from 40 seconds to 8 seconds, and the conversion rate increased by 32%. In daily operations, the system generates personalized recommendation content based on customers' purchase records, and agents can send "exclusive coupons + product matching suggestions" with one click, driving the average order value up by 18%.

2. Financial Industry: Dual-Driven by Compliant Services and Risk Prevention

The financial industry has extremely high requirements for compliance and risk prevention. Through its "compliant script generation + intelligent risk recognition" capabilities, the system helps banks, insurance companies, and other enterprises improve service quality. For example, after a bank adopted the system, when agents answered wealth management consultations, the system would generate compliant scripts in real time to avoid non-compliant promises. Meanwhile, by analyzing risk signals in customer conversations, such as "urgently needing money and being willing to bear high interest rates", it automatically reminds agents to pay attention to credit risks, with a risk interception accuracy of 92%. In addition, the system can automatically handle standardized businesses such as credit card bill inquiries and repayment reminders, freeing human agents from repetitive work to focus on high-value customer services.

3. Manufacturing Industry: Dual Improvement of After-Sales Efficiency and Product Iteration

After-sales scenarios in the manufacturing industry are complex, involving a large amount of professional knowledge such as equipment parameters and maintenance cases. Udesk's large model customer service system significantly improves after-sales efficiency through "industry-specific vertical models + multi-modal interaction". A machinery manufacturing enterprise imported equipment drawings and maintenance manuals into the knowledge middle platform. When customers sent videos of equipment failures, the system could quickly identify faulty components, push maintenance steps, and even generate 3D disassembly diagrams, increasing the after-sales problem-solving rate from 65% to 90%. Meanwhile, the system analyzed after-sales consultation data and found that "hydraulic system oil leakage" was a frequent issue in a certain series of equipment. The information was promptly fed back to the R&D department to promote product design optimization, reducing after-sales costs by 25%.

4. Healthcare Industry: Dual Optimization of Triage Efficiency and Doctor-Patient Communication

In the healthcare industry, the system alleviates the shortage of medical resources through "intelligent triage + pre-consultation" functions. When patients call the hospital consultation hotline, the system first conducts pre-consultation, inquiring about symptoms, medical history, and other information. It classifies and triages patients based on the severity of their conditions, prioritizing emergency and severe cases for expert agents and guiding common illnesses to specialized clinics, with a triage accuracy of 91%. Meanwhile, the system can generate easy-to-understand medical science content to help agents explain complex conditions to patients—for example, comparing blood vessel thrombosis to "water pipe blockage", improving doctor-patient communication efficiency and increasing patient satisfaction by 30%.

Summary: Large Models Reshape Customer Service Value, Ushering in a New Era of Intelligent Services

The launch of Udesk's 2025 large model customer service system marks the transformation of the customer service industry from "efficiency improvement" to "value creation". Its core lies not in simply stacking large model functions, but in the in-depth integration of intelligent capabilities with industry scenarios. It not only solves traditional pain points of enterprises such as "low service efficiency, high operational costs, and high compliance risks" but also drives business growth through data insights, transforming customer service systems from "cost centers" to "growth engines". For enterprises, choosing such a large model customer service system is not only a choice to improve service experience but also a strategic decision to seize digital transformation opportunities and build core competitiveness—in the intelligent era, the height of service determines the height of enterprise development.

Udesk Udesk Overseas Intelligent Customer Service System

A single platform integrating a cloud call center, online customer service, and work order system, connecting to more than 20 domestic and international communication channels to enable barrier-free interaction with your global customers. It helps enterprises connect with customers through multiple channels, boost sales performance, improve service quality, and deliver an excellent customer experience. Real-time grasp of customer intentions makes the journey from lead acquisition to conversion easier than ever!

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/2025-udesk-large-model-customer-service-system-comprehensive-unveiling-of-specific-functions-and-application-scenarios.html