Customer Service Automation
Achievo wanted to upgrade its traditional intelligent-customer-service stack, which struggled with intent errors, weak context handling and repetitive answers, even though the company already had deep industry knowledge and many delivery projects.
Reported impact
Achievo upgraded its support products from scripted automation to context-aware generative AI, improved service quality and created a second internal-use analytics assistant on the same model foundation.
Achievo rebuilt its enterprise AI-service portfolio on Baidu AI Cloud to move from rule-heavy support tooling to generative customer-service products. The new stack combines Baidu's ERNIE large-model capabilities, a multi-turn dialogue engine and an intelligent speech engine, all delivered through the Qianfan platforms. Prompt-engineering and training toolchains are used to cluster and segment target customer groups, accelerate demand discovery and power agent-assist functions such as product-material guidance, workflow help and recommended talk tracks. Large-model summarization and entity-understanding features analyze whole conversation histories instead of isolated turns, which improves compliance insight, risk detection and response quality. Achievo also launched an intelligent data assistant that lets business users generate reports through natural-language interaction, turning the same foundation into an internal analytics product. In effect, Baidu's models became a shared service layer for both customer-facing and management-facing AI applications.
Customer conversations and target-group data feed the Qianfan training and prompt-engineering stack, which powers agent-assist responses and compliance analysis; business users then query the same model foundation through the Intelligent Data Assistant to generate reports and decisions.
Achievo rebuilt its technology foundation with ERNIE, a multi-turn dialogue engine and an intelligent speech engine to create a new generation of generative AI plus customer-service products (original: 华胜天成基于百度文心大模型能力、多轮对话引擎、智能语音引擎等核心技术，对原技术底座进行了重构).
Baidu AI Cloud and Achievo jointly released an intelligent data assistant that lets operators generate reports through natural-language interaction (original: 百度智能云与华胜天成联合发布智能数据助手，通过自然语言交互，让企业经营者语言表达即生成报表).
Qianfan prompt-engineering and training tools help cluster target customer groups and give agent-assist products multiple assistant capabilities (original: 借助百度智能云千帆大模型平台，利用提示词工程及训练工具链，对目标客群聚类分类、切片分层).
The large model's summary and entity capabilities provide global contextual understanding, compliance insight and risk identification (original: 利用百度文心大模型实体摘要及总结能力，实现全局上下文语义理解和分析……识别违规现象和潜在风险).
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