en.Wedoany.com Reported - Alibaba officially launched the new AI Dianxiaomi on May 11, 2026. This is the e-commerce industry's first customer service agent with full-link pre-sales and post-sales service capabilities. According to official Alibaba test data, after merchants integrated AI Dianxiaomi, the average rate of transferring to human agents dropped by 45%, and the collaborative "AI + Human" conversion effect increased by over 10% compared to human-only customer service, achieving a surpassing result for the first time. As of March 2026, AI Dianxiaomi's average daily conversation volume reached nearly ten million, and the number of integrated merchants surpassed one million. With the Tmall 618 shopping festival approaching, AI Dianxiaomi officially upgrades customer service to an AI shopping guide.
Chen Weiye, Vice President of Alibaba Group and President of Taobao Platform, stated at the launch: "The customer service industry will officially enter a new chapter of 'AI-led, human-assisted.' AI Dianxiaomi is no longer just a 'Q&A machine' that only answers questions; it now has 'hands' and 'feet' and can be directly transformed into productivity."
AI Dianxiaomi's full link is built on the latest Qwen large model, relying on Taobao's massive transaction data, and has undergone vertical domain fine-tuning and multimodal capability upgrades for different industries and e-commerce scenarios. According to Zhan Lijun, Head of the Customer Operations Department at Taobao and Tmall Group, after this upgrade, AI Dianxiaomi understands the industry, understands the rules, and understands users better, with three core capability enhancements.
The first major capability is shopping guidance, with the "AI + Human" conversion rate surpassing human-only performance across all time periods for the first time. After the upgrade, AI Dianxiaomi directly pursues an increase in inquiry conversion rates. Under "AI + Human" collaboration, AI can answer over 80% of questions and proactively provide services to facilitate transactions. For high-value orders that merchants care about most, AI provides decision-making information and deal-closing suggestions to human agents. In the "AI + Human" model, inquiry conversion has surpassed human-only performance across all time periods, not just limited to nighttime but also maintaining a lead during daytime hours. According to Dianxiaomi data, after merchants integrated the new version, the average inquiry conversion rate reached 10%, with apparel merchants seeing an average increase of 20%. In typical customer cases, after Xiaomi's Tmall flagship store integrated it, the transfer-to-human rate dropped by 45% and satisfaction increased by 22%; Xtep's Tmall flagship store saw its transfer-to-human rate plummet by 55% and its inquiry conversion rate rise by 46%.
The second major capability is full-scenario hosting, covering over 30 consumption scenarios. After the upgrade, AI Dianxiaomi deeply covers segmented scenarios such as product recommendations, size recommendations, national subsidies, and product comparisons. Its scenario-based intelligent assistance capabilities have been significantly enhanced, with response speed increased by 50% and accuracy exceeding 90%, enabling AI to automatically respond to most inquiries within seconds.
The third major capability is worry-free operations, with a retention success rate exceeding 20%. AI Dianxiaomi has connected with systems within the platform and third-party service providers, enabling it to automatically handle complex processes such as refunding price differences, refunding deposits, troubleshooting product issues, and changing addresses. In terms of risk control and asset protection, compensation is strictly controlled within the merchant's authorized limit to avoid "indiscriminate payouts" and "being exploited," while also integrating the newly launched AI fake image recognition model to accurately intercept "coupon hunters." In the post-sales retention phase, AI Dianxiaomi can accurately identify user emotions, automatically prioritize troubleshooting, and recommend alternatives like exchanges or reshipments to reduce refunds. Test merchant data shows that the average refund retention success rate exceeds 20%.
Zhan Lijun stated that the demands of merchants within the Taobao and Tmall ecosystem are clearly stratified; some merchants wish to reduce customer service costs, while more merchants are starting to seek growth from customer service. "Customer service conversion is itself a key link in facilitating transactions. A lot of traffic acquired at high cost often gets lost in vain due to insufficient customer service capacity." The newly released AI Dianxiaomi is divided into a Standard Edition and an Advanced Edition. The Standard Edition focuses on saving labor costs and comes with built-in interception capabilities such as risk control and fake image recognition. The Advanced Edition connects to all of Taobao and Tmall's interfaces, providing personalized service strategies based on user profiles and enabling multi-round, tiered retention negotiation and bargaining.
Currently, China's e-commerce AI customer service market is at a critical inflection point, transitioning from "Q&A tools" to "AI Agent productivity tools." Unlike most AI customer service products on the market that are limited to passively answering user questions, AI Dianxiaomi has, for the first time, opened up a full-link closed loop of pre-sales guidance, in-sales service, and post-sales support, capable of proactively calling third-party service systems to complete complex operations. Within Alibaba, AI Dianxiaomi and the recently released Qwen AI Shopping Assistant have clearly stratified positioning—the Qwen AI Shopping Assistant focuses on assisting consumers with shopping decisions, while AI Dianxiaomi focuses on enhancing customer service productivity for merchants. Together, they form the dual-engine drive of Alibaba's AI e-commerce. From an industry perspective, platforms like ByteDance's Doubao, JD Cloud's Yanxi, and Baidu Insight are also accelerating the commercial deployment of AI customer service products. However, as Tmall 618 approaches, the large-scale rollout of AI Dianxiaomi is injecting new competitive variables into the e-commerce customer service industry.
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