I. Overview of the Domestic Intelligent Customer Service System Market Pattern
The domestic intelligent customer service system market has developed rapidly in recent years. According to a report by CnResearch Industry Research Institute, the market size reached 3.94 billion yuan in 2023 and is expected to soar to 9.07 billion yuan by 2027, with a compound annual growth rate (CAGR) of 22.6% from 2022 to 2027. This growth trend reflects the strong demand for intelligent customer service systems across various industries. Many vendors, such as Huawei Cloud Customer Service, JD Customer Service, Tencent Qidian, Udesk, HeCong, Xuniao, Yunque, and Yulu Technology, are showcasing their strengths in the market. Zhichi Customer Service integrates AI and big data technologies to provide diversified products including call centers and online robots; Huawei Cloud Customer Service, backed by the Huawei brand, drives enterprise service upgrades with core products like online customer service systems and intelligent robots; Yunque Customer Service leverages over a decade of experience in the customer service field to provide enterprises with digital services for marketing and customer service management. These vendors empower enterprise customer service from different dimensions, collectively forming a rich ecosystem in the domestic intelligent customer service market.
II. Udesk: A Leader in the Intelligent Customer Service Industry
1. A Deep Foundation Forged by an Innovative Journey
Since its establishment, Udesk has always been at the forefront of innovation in the intelligent customer service industry. A decade ago, it pioneered the first omnichannel customer service system in China, breaking the barriers of traditional customer service models, realizing the unified access and efficient handling of customer inquiries, and bringing a qualitative leap to the optimization of enterprise customer service processes. Five years ago, Udesk keenly captured industry trends and made every effort to promote the popularization of intelligent customer service among Chinese enterprises. Powered by AI technology, intelligent customer service enables 24/7 uninterrupted service, effectively reducing enterprise labor costs and significantly improving the response speed of customer service, triggering an upsurge in the application of intelligent customer service in the industry.
2. Technological Breakthroughs in the AI Agent Era
Today, Udesk is leading the industry into the era of intelligent agents (AI Agent). Its AI Agent technology is a model for the industry, with the intelligent agent platform architecture divided into five levels:
- Model Layer: Serving as the technical foundation, it builds a middle platform supporting all mainstream general large models, connecting to DeepSeek, Doubao, QWen, OpenAI, etc. A professional team is also equipped to evaluate market models and access the optimal models in a timely manner, solving the problem of model selection for enterprises. Meanwhile, relying on years of industry data and technical accumulation, it adopts self-developed vertical models to address industry-specific issues.
- Intelligent Agent Layer: As the core part, it supports connection to third-party intelligent agent platforms such as Coze and DingTalk. Through its powerful platform capabilities, it customizes intelligent agents that truly create business value for customers.
- Application Layer: Focusing on business innovation, it collaborates with Chinese enterprises to co-create a wide range of business intelligent agents, including Dispatching Agent, Troubleshooting Agent, Shopping Guide Agent, Business Opportunity Agent, Refund Agent, and Member Service Agent. These agents help enterprises reshape business processes based on AI technology.
- Access Layer: Leveraging Udesk’s core strength accumulated over a decade, it connects almost all domestic and foreign communication channels between consumers and enterprises, including social media and e-commerce platforms, building an all-round communication bridge between enterprises and customers.
3. Rich Industry Practices and Successful Cases
Udesk has accumulated extensive practical experience in various industries and established in-depth cooperation with many industry benchmark enterprises:
- In the home appliance and 3C sector, it helps enterprises optimize after-sales customer service processes. Intelligent customer service quickly responds to customer inquiries and fault reports, improving customer satisfaction.
- In the biopharmaceutical industry, it builds intelligent marketing and customer service systems for enterprises, enabling precise insight into customer needs and increasing sales conversion rates.
- In the digital government field, it assists government departments in building intelligent government service hotlines. Intelligent customer service answers public policy inquiries, improving the efficiency of government services.
For example, Udesk established a differentiated service system for Kingsoft WPS, realizing intelligent judgment and routing allocation, which greatly enhanced the service experience. Through these successful cases, Udesk has fully demonstrated the strong adaptability and excellent effectiveness of its intelligent customer service system in different industry scenarios.
4. Global Services Demonstrating Strength
As a leader in AI-driven global customer contact center solutions, Udesk International helps Chinese enterprises build world-class customer service centers. Its service concept revolves around global unified service standards, global digital customer experience services, multilingual customer support, and one-stop overseas service capabilities. Its business covers more than 110 countries or regions, with over 7 data centers established worldwide and support for more than 40 mainstream languages, enabling barrier-free communication with customers around the world. When serving benchmark enterprises in popular overseas industries such as new energy, photovoltaics, 3C electronics, pan-internet, and e-commerce logistics, Udesk International provides end-to-end integrated solutions—from global service system consulting and planning, global digital security compliance, to intelligent system construction for omnichannel services and outsourcing staff services at global outlets—gaining recognition from many world-renowned customers.
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