Customer Service Automation · Enterprise Knowledge Search
Guanjiapo Software had to support dealers and end users across many versions of its management-software portfolio, but the product complexity made it hard for bots to understand questions accurately. Multi-turn dialog required precise slot configuration, knowledge-base upkeep and FAQ curation were labor-intensive, service agents faced heavy workloads, and long waits plus rigid bot responses were hurting customer experience.
Reported impact
The Tongyi Xiaomi deployment gave Guanjia Po a more natural self-service experience and a more efficient support operation. The company reported smoother and more humanized conversations, stronger linkage to diverse knowledge, 30% higher customer-service team efficiency, and 30% of questions being handled intelligently and accurately, which improved user satisfaction and overall processing efficiency.
Guanjiapo Software integrated Alibaba Cloud's Tongyi Xiaomi Standard Edition service into its customer-service environment and deployed adaptation agents across all business units and subsidiaries. The implementation starts by connecting the service directly to the company's existing enterprise knowledge base so product manuals, support content, and operational know-how can be reused instead of being reauthored as static FAQ trees. Dealer and end-user questions are routed through the agent layer, where Tongyi Xiaomi handles intent understanding and multi-turn conversation before retrieving the relevant knowledge for a response. Guanjia Po also uses Tongyi Xiaomi's built-in operations tools to tune model behavior, improving context handling and recognition accuracy for complex service dialogs. The result is a shared conversational support stack that covers many product lines while giving service teams faster knowledge access and users a more natural self-service channel.
Dealer and end-user questions from Guanjia Po's support systems enter business-unit-specific adaptation agents built on Tongyi Xiaomi. The agents pull from the connected enterprise knowledge base, use Tongyi Xiaomi's operational tuning to improve intent and context handling, and return conversational answers or agent-assist guidance to customers and service staff.
Guanjiapo Software serves 800,000 SMEs and runs a customer-service team in the thousands that handles daily questions from dealers and end users. (original: 服务国内外 80 万家中小企业，客户服务是不可或缺的关键一环。管家婆拥有千级别的客服团队，主要承接经销商和终端用户的日常问答。)
Guanjiapo integrated Tongyi Xiaomi Standard Edition and deployed multi-dimensional adaptation agents so all business units and subsidiaries could use the service. (original: 管家婆通过集成通义晓蜜标准版服务，成功部署了多维度的适配 agent，确保了公司旗下所有事业部与子公司全面覆盖通义晓蜜提供的能力。)
Multiple software versions and product complexity made it hard for the robot to understand questions accurately, while knowledge-base maintenance and FAQ curation were time-consuming. (original: 软件的多元化版本与复杂性给机器人准确理解客户问题带来了挑战；多轮对话中，精准配置词槽的难度大；软件行业的独特场景，使得知识库维护工作繁重，整理常见问题列表（FAQ）耗时且费力。)
The deployment raised customer-service team efficiency by 30% and ensured that 30% of questions could be answered intelligently and accurately. (original: 成功将客服团队的工作效率提升了 30%，同时确保了高达 30% 的问题得到智能精准地解答。)
Tongyi Xiaomi's built-in operations tools let the team optimize model performance, deepening context understanding, improving multi-turn dialog accuracy, and making interactions more human-like. (original: 依托晓蜜自带的运营工具，让管家婆能够深入干预和优化模型效能，进一步加强了系统的上下文理解深度。这一升级不仅提升了多回合对话的识别精度，还赋予了交互过程更多人性化的特质。)
With Tongyi Xiaomi, the company can connect its existing enterprise knowledge base with one click so service staff can retrieve diverse knowledge resources efficiently and accurately. (original: 基于通义晓蜜，管家婆在客户服务场景下实现了客户系统一键对接企业现有知识库，助力客服人员高效、精准地调取多样化的知识资源。)
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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