April 10, 2017 – The Chinese online retailer Alibaba has introduced a smart customer service chatbot that can be used by resellers using the Alibaba platform. The name of the chatbot is Dian Xiaomi, Chinese for shop assistant. The retailers on Alibaba can set up the chatbot according to their own preferences and be tailored to their own knowledge base. Alibaba wants to respond to the problems that retailers experience during peak periods such as November 11, known in China as 'singles day'. On that day, more than 17 billion in turnover was realized on Alibaba last year. If the chatbot cannot provide an answer, the relevant question is handled directly by a human, while at the same time pointing the bot to the correct answer.

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