SAS: AI Customer Service for Pinduoduo Shops

Field notes

The workflow begins by importing up to three years of historical buyer conversations and clustering repeated questions into store knowledge. Before autonomous handling, the system compares at least 50 AI drafts with existing replies and reports overreach and coverage metrics; the example passes with 3.6% overreach and 63% coverage. The demonstration also separates direct answers from rule-bound cases such as refunds, damaged goods, bargaining, and requests for personal contact details. These are registered, escalated, or answered with configured language rather than improvised.