In a significant move towards enhancing customer service and feedback management, Sails Electric, a leading new energy vehicle brand, has integrated ByteDance’s DouBan large language model into its operations. According to recent disclosures from the official WeChat account of Volcano Engine, a cloud service platform under ByteDance, Sails Electric has leveraged the advanced natural language understanding capabilities of DouBan to improve the efficiency and quality of customer feedback services.
Enhancing User Experience with DouBan Large Model
Sails Electric, in collaboration with Volcano Engine, has co-created the Voice of Customers management platform (VOC). This platform utilizes the DouBan large model’s robust understanding, classification, and summarization capabilities to transform the analysis of customer feedback from a manual process to a model-driven one. This shift not only streamlines operations but also allows for more accurate and efficient service improvements and optimizations.
The DouBan large model’s contextual understanding and ability to make positive-negative sentiment judgments on feedback content helps avoid subjective misjudgments and errors that might occur with human analysis. Furthermore, the model can categorize feedback based on over 600 unique tags specifically tailored to the automotive industry, which is a treasure trove of knowledge accumulated by Volcano Engine. This feature enables quick identification of the corresponding business departments, thereby improving processing efficiency.
Efficient Content Summarization and Core Viewpoint Extraction
Another remarkable feature of the DouBan large model is its ability to efficiently extract the main points from lengthy feedback. For instance, it can condense a 3,000-word feedback into a concise 200-300-word summary, structurally highlighting the core viewpoints. This capability significantly enhances the operational efficiency in understanding and processing content.
DouBan Large Model’s Impact and Industry Adoption
DouBan large model, developed by ByteDance, has already been serving more than 50 internal businesses within ByteDance and is now providing services to enterprise clients through Volcano Engine. Public records indicate that the latest version of the DouBan large language model has seen a 20.3% improvement in its overall capabilities since its initial release in May this year. It has also ranked first in multiple evaluations by authoritative institutions such as ZhiYuan and Shanghai AI Lab.
Volcano Engine’s Collaboration with Automotive Industry
Based on the DouBan large model, Volcano Engine has partnered with numerous automotive industry clients to initiate the Automotive Large Model Ecosystem Alliance. This alliance aims to foster innovation in application scenarios for large models within the automotive industry. The initial members of this alliance include more than 20 manufacturers such as Geely Auto, Great Wall Motor, Jieqi Auto, Sails Electric, and Jiemi Auto. In late August, the alliance welcomed a second batch of members, including Lynk & Co, Geely Galaxy, Geometry Auto, SAIC Roewe, SAIC MG, Xiongshi Technology, and Dasheng Technology.
Conclusion
Sails Electric’s integration of the DouBan large model into its customer feedback management system is a testament to the power of artificial intelligence in transforming traditional industries. By harnessing the capabilities of advanced language models, Sails Electric is not only improving customer service but also setting a precedent for how the automotive industry can embrace technological innovation to enhance user experience and operational efficiency.
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