DingTalk AI Customer Service Really Gets Things Done!

DingTalk has launched an AI customer service assistant. Currently, DingTalk has launched the AI customer service assistant as a standard product and made it freely available to enterprises. Enterprises can directly use it across various customer-facing channels such as official corporate websites, public accounts, and internal service groups, and can connect it with tools like DingTalk's AI work order assistant and multidimensional tables to facilitate internal information flow. Here are some examples of applying DingTalk's AI customer service assistant for intuitive experience:

DingTalk has launched the AI customer service assistant. Currently, DingTalk has launched the AI customer service assistant as a standard product and made it freely available to enterprises. Enterprises can directly use it across various customer-facing channels such as official corporate websites, public accounts, and internal service groups, and can connect it with tools like DingTalk's AI work order assistant and multidimensional table to facilitate internal information flow.

Here are some examples of applying DingTalk's AI customer service assistant for intuitive experience:

1. Awinic Electronics

https://www.awinic.com/

2. Liye Cloud

https://www.liyeyun.com/

3. Redlen, XiaoRuiBao AI Skincare Advisor

4. Obstetrics and Gynecology Hospital Affiliated to Fudan University

Creating an AI customer service assistant for your enterprise is also straightforward, only requiring three steps.

1. Create an AI customer service assistant, set roles and choose a base model: access the AI assistant creation page on DingTalk, select to create from blank or via the AI assistant; then configure basic information for the AI assistant, such as the model, role, and welcome message.

2. Configure the AI customer service assistant's capabilities to learn enterprise knowledge: AI assistant alone equipped only with general model knowledge is far from sufficient to answer specific business questions in practical scenarios. At this point, you can configure knowledge modules for the assistant. After clicking “Add Knowledge Immediately," you can add online documents like DingTalk docs, DingTalk folders, standard Q&A pairs for DingTalk multidimensional tables, and online web pages, or upload local files; you can also see the AI's learning progress regarding knowledge management.

3. Preview effectiveness and publish externally: In the furthest right column when creating the AI assistant, you can preview the effect of the AI customer service’s conversation, then publish it for external use by the organization. Customer service inquiries definitely won’t only happen within DingTalk, so the AI customer service needs to be embedded in the business's official WeChat account, mini program, or website. Take the official account as an example: on the WeChat official platform, after acquiring the developer ID, go to the AI assistant publishing page, authorize and configure for external use, fill in the developer ID and confirm it, go back to the official account platform to scan the QR code and approve authorization, and finally return to the AI assistant publication page to confirm that authorization is successful, completing the launch.

Why is DingTalk capable of doing this?

DingTalk's AI customer service assistant allows every enterprise to quickly own a customer service AI entity that understands both its business and products. So why is it DingTalk able to provide this?

Besides DingTalk consistently acting as a pioneer in AI application for the B-side market in China and having bet early on enterprise-level AI agents, there are a few other reasons.

1. One-click activation of dormant business knowledge: enterprises using DingTalk have long generated and accumulated abundant business knowledge within the platform, such as standard service procedures, product manuals, etc. This previously scattered knowledge can directly be transformed into training materials for AI assistants, eliminating the need to dig around stacks of documents or build a knowledge system from scratch.

2. One-stop agent platform, zero threshold: large models can be complex, and ordinary enterprises struggle to build them from the ground up themselves. However, DingTalk has already built the necessary infrastructure and enables a complete flow—from AI assistant creation, training, testing, to deployment—within DingTalk, making it more convenient with lower threshold. In addition to exclusive knowledge training, the AI customer service assistant can also interact with organizational workflows to achieve proactive product card recommendations and collation of Q&A information into multidimensional tables.

3. Integration with multiple customer-facing scenarios including WeChat: currently, DingTalk's AI assistant is freely available. Fully developed AI assistants can also be deployed across multiple platforms and integrated into corporate official websites, mini programs, and public accounts, adapting to enterprises' existing customer service inquiry scenarios. It's a surprise indeed to see DingTalk's penetration into public accounts.

Today in 2025, within the industry, we can see that slow-thinking reasoning models have become more intelligent, post-trainings have increased specialization and generalizability, and AI agents are advancing towards more automated intelligent directions. Under the umbrella of such general intelligence, enterprise-level AI customer service implementation requires both high specialization and reliability. Therefore, improving accuracy and stability remains essential. Behind this progress lies the continuous evolution of models' intelligence and enhancements in engineering capabilities, aligning perfectly with the current development status of AI.

Whether aiming to reduce costs and enhance efficiency or to improve user experience, in enterprise practices of the future, AI customer service assistants will not just act as answer machines but also serve as components driving business growth. We also won't have to play "keyword tag" games with unintelligent customer service ever again.

In the foreseeable future, AI agents for customer service will become a standard feature.

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DomTech is DingTalk's exclusive official service provider in Hong Kong, providing comprehensive DingTalk customer service. If you’re interested in learning more about applications on the DingTalk platform, feel free to contact our online customer service. We have an excellent development and O&M team with rich market experience and can provide you with professional DingTalk solutions and services!