The Decade of Udesk: From “Local Follower” to “Global Standard Setter”?

文章摘要：In 2025, AI Agent applications are experiencing explosive growth, reshaping the global service industry at a rapid pace and emerging as an undeniable transformative force. In the customer service sector, AI Agents are driving an intelligent revolution, propelling the industry toward greater intelligence and efficiency. Last May, Udesk hosted an industry summit in Shanghai themed "AI Agent: The New Paradigm of Next-Generation Global Service Platforms." In the audience, CIOs from renowned enterprises such as Sony, Royal Caribbean Cruises, and Hilton listened intently. Incredibly, Udesk—now a leader defining industry standards in intelligent customer service—was merely a "follower" a decade ago. How did this Chinese enterprise stage a comeback in the competitive landscape? Today, in the era of AI Agents, how is it positioning itself for the future battlefield?

In 2025, AI Agent applications are experiencing explosive growth, reshaping the global service industry at a rapid pace and emerging as an undeniable transformative force. In the customer service sector, AI Agents are driving an intelligent revolution, propelling the industry toward greater intelligence and efficiency.

Last May, Udesk hosted an industry summit in Shanghai themed "AI Agent: The New Paradigm of Next-Generation Global Service Platforms." In the audience, CIOs from renowned enterprises such as Sony, Royal Caribbean Cruises, and Hilton listened intently.

Incredibly, Udesk—now a leader defining industry standards in intelligent customer service—was merely a "follower" a decade ago. How did this Chinese enterprise stage a comeback in the competitive landscape? Today, in the era of AI Agents, how is it positioning itself for the future battlefield?

01 Early Trailblazer: Breaking Through Market Gaps with an Omnichannel Mindset

In the customer service industry of 2015, enterprise-level services were fragmented into independent channels such as phone calls, emails, and webpages—resulting in disconnected systems, low efficiency, and high costs. With the rapid development of internet technology and the increasing complexity of customer businesses, demand for multichannel customer service surged. Intelligent customer service began to emerge, and the market urgently needed innovative solutions. During a customer research trip, Cheng Junlai, Co-Founder of Udesk, discovered: "What users need is not more tools, but a service brain that understands them."

Over more than a decade of development, Udesk has consistently prioritized both business innovation and technological depth. Through product iterations and technological breakthroughs, it has continuously driven the industry’s intelligent upgrading and maintained its core competitiveness.

In 2016, Udesk launched its omnichannel customer service system, integrating call centers, online customer service, and ticket systems for the first time. Unlike traditional vendors’ "module splicing," its proprietary intelligent routing algorithm automatically assigns agents based on 12 strategies, including customer tags and historical conversations. After a cross-border e-commerce enterprise adopted the system, the integration rate of cross-channel customer information jumped from 30% to 85%, and human response time was reduced by 40%. Beyond system integration, Udesk focused on building an efficient service process system—creating a "highway" for service delivery.

While competitors were still competing on the number of channels, Udesk had already laid out its underlying technology: self-developed API interfaces compatible with third-party platforms such as Salesforce and SAP, and web embedding technology enabling enterprises to deploy quickly without coding. In 2018, a domestic mobile phone brand used its system to improve the response efficiency of customer service requests in over 20 global languages by 50%, achieving "one platform serving global customers" for the first time.

02 Advanced Disruptor: Redefining Service Boundaries with AI

In 2020, the COVID-19 pandemic triggered an explosion in online service demand. A hotel chain experienced a 300% surge in daily inquiries, with a 70% shortage of human customer service. Seizing this opportunity, Udesk launched its omnichannel intelligent customer service system. Voice robots handled 60% of standardized questions, and agent assistants improved the efficiency of new customer service staff by 50% through real-time script recommendations. "At that time, the industry’s perception of AI was still limited to ‘chatbots’—we wanted to prove that AI could do far more than just answer questions," said the product director.

Unlike traditional AI customer service’s "passive response," Udesk pioneered a linked mechanism of "intelligent tickets + voice of the customer." When customers inquire or provide feedback, the system automatically generates tickets and intelligently assigns them to the most suitable handlers based on preset rules—enabling rapid response and problem resolution. This significantly improved customer satisfaction and service efficiency, completing the role upgrade and value leap from an auxiliary tool to a decision-making hub. After achieving remarkable results in the domestic market, Udesk actively expanded into international markets, implementing a global strategic layout.

Today, the company has successfully deployed data centers in multiple countries and regions, including Frankfurt (Germany), Singapore, and Indonesia, providing efficient and reliable technical services to global customers. At this stage, Udesk has grown from a "local player" to a key participant in the global intelligent customer service market.

During this period, Udesk not only set a model of "Chinese practice" in intelligent customer service but also achieved a leap from an auxiliary tool to a decision-making hub, completing the important layout of global "technological output."

03 Mature Standard Setter: Initiating a Service Revolution in the Agent Era

After 2024, Udesk accelerated its efforts in artificial intelligence, focusing on agent technology. To break the limitations of traditional AI service models and meet the diverse, personalized needs of enterprise customers, Udesk actively explored innovative paths.

In 2025, Udesk proposed the "Intelligent Customer Service Evolution Theory": constructing a complete capability chain from full manual operation (L0) to AI autonomous management (L5). It comprehensively elaborated on the division of each stage, the role positioning of AI and humans at different stages, and the technical implementation path for each development phase. It also took the lead in launching the AI Agent next-generation global service platform—an innovative initiative that illuminates the path forward for the "intelligent" development of the intelligent customer service industry.

Based on the "Intelligent Customer Service Evolution Theory," Udesk also built an intelligent customer service Agent ecosystem "supermarket," providing enterprise customers with rich, diverse, and highly adaptive intelligent solutions. This innovative move completely reshaped the underlying business logic of the SaaS industry, injecting new vitality and transformative momentum into the entire sector.

"Traditional SaaS sells tools; we sell a comprehensive ‘enterprise digital transformation’ solution that achieves win-win outcomes with enterprises," emphasized Cheng Junlai, COO of Udesk, at the press conference.

Adhering to an end-to-end value delivery philosophy, Udesk has built a full-chain service system covering demand diagnosis, customized solutions, system deployment, and operation and maintenance optimization—ensuring customers gain sustainable value from digital transformation. It establishes deep symbiotic ecosystems with partners, sharing technical achievements, market resources, and operational experience, and driving mutual growth through open collaboration.

Today, Udesk’s agent matrix covers over 200 scenarios: from marketing-oriented outbound call Agents (helping a telecom operator increase the recognition rate of high-intent customers to 82%) to collaborative HR Agents (improving resume initial screening efficiency by 90% for a clothing brand). Its open platform can connect to 12 types of large models such as OpenAI and Gemini, enabling enterprises to quickly deploy customized agents without coding. "We are not fighting alone; we aim to build an ‘ecosystem supermarket’ for intelligent services," said Chen Dexing, AI Product Director.

04 Industry Insights: Udesk’s Global Survival Principles

• The Philosophy of Scenario-Driven Deep Cultivation

Amid the continuous development of customer service business and technology, and changing market environments, Udesk has always adhered to a customer-centric approach. It deeply explores customers’ actual business scenarios, takes business demand scenarios as the starting point for design, and provides customers with solutions that create value.

• The Victory of Technological Belief

Over the past decade, Udesk has maintained a R&D investment ratio of over 30%, accumulating more than 100 patents. Its proprietary ReAct decision-making mechanism enables AI to independently complete the closed loop of "reasoning-tool calling-result feedback," improving the ability to handle complex problems by 4 times compared to traditional rule engines. "Genuine technological innovation is not chasing trends, but defining tracks," summarized Cheng Junlai, COO of Udesk.

• From Product Output to Standard Output

In 2025, Udesk achieved a leap from product output to standard-setting. It systematically elaborated on the six-level development stage theory (L0 to L5) for the intelligent customer service industry for the first time, clarifying the technical characteristics and application boundaries of each stage. This leap from product output to standard output clearly positions the current stage in the agent era and points the way for the future technological development of the intelligent customer service industry!

• The Wisdom of Altruism: The Path to Long-Term Symbiosis

Starting with scenario-driven deep cultivation, Udesk has long adhered to providing end-to-end value creation and delivery services to enterprise customers. It has delved into fields such as manufacturing and cross-border e-commerce: integrating multi-platform services for a steel group, improving service efficiency by 60%; customizing intelligent routing and multilingual customer service solutions for cross-border e-commerce to accurately match customer needs. Through end-to-end value delivery design, it has built a full-process system covering demand diagnosis, customized solutions, and technical implementation, continuously helping enterprises reduce costs and increase efficiency. With its commitment to "customer success," it has formed a community of interests with enterprises, achieving sustainable development for itself.

• The Future Is Here: When Service Embraces "Intelligent Genes"

Standing at the threshold of the agent era, Udesk is painting a broader picture: through "AI persona" technology, enabling each enterprise’s customer service to have a unique service style; leveraging "knowledge self-learning" systems to achieve real-time updates and evolution of knowledge bases; building an "enterprise service metaverse" that allows customers to complete the entire demand process in a virtual space.

A decade ago, it connected the world with an omnichannel system; five years ago, it made services smarter with AI; today, it redefines the essence of service with agents—not a stack of processes, but the ability to understand, decide, and create value. This is perhaps the comeback code of Chinese technology companies: taking technology as a spear and scenarios as a shield, carving out their own path in global competition.

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