Yadea Rebuilds Customer Service Center With Alibaba Lingyang AI, Lifting Hotline Bot Resolution From 20% to 42%

Title

Yadea Rebuilds Customer Service Center With Alibaba Lingyang AI, Lifting Hotline Bot Resolution From 20% to 42%

Content

Yadea Technology Group, the electric two-wheeler maker with cumulative sales exceeding 100 million units, nine consecutive years of global sales leadership, and about 40,000 stores worldwide, rebuilt its customer service center with Alibaba's Lingyang in a two-phase AI project that launched in September 2025. Hotline bot resolution rose from 20% to 42%, online bot resolution reached 78%, hotline connect rates improved from 88% to 95%, average call duration fell from 6 to 4 minutes, and per-agent daily call volume lifted from around 70 to 80 — a 10% efficiency gain. "Customer service is Yadea — if customer service hurts users, it hurts the brand," said Hong Kai, head of Yadea's customer service center. He framed the ambition as two core goals: serve users well, and let user voices flow back into the organization. Before the project, Yadea's 50-plus frontline agents handled roughly 70 hotline calls and 200 online conversations per day, switching between three to five systems (ticket system, knowledge base, product pages, map lookups), searching roughly 20-30 seconds per query, and spending about 30 seconds writing up each ticket after a call — work that pushed overtime during peak seasons. Earlier keyword-based SaaS bots were "exceptionally clumsy" outside preset phrasing, so users frequently requested human transfer. The company initiated its A-level "omnichannel digital service center" project in November 2024 and, after months of comparison, selected Lingyang in March 2025. Lingyang's team ran a 24-day, 78-session on-site investigation across more than ten departments, with Forward Deployed Engineers listening to recorded hotline calls to learn the industry's business logic before designing a tiered two-phase plan. Phase one delivered an integrated workbench with agent assist and intelligent summaries so agents stopped switching systems; phase two added hotline and online bots to intercept repetitive questions. AI agents now transcribe and summarize conversations in real time, prepare suggested replies, and auto-complete tickets — a task that previously took minutes of post-call writing now takes seconds of verification. Lingyang also helped restructure Yadea's service organization into professional service, digital operations, and AI skill-optimization groups, and Yadea promoted AI trainers from frontline agents, who went on to win top ranks in an internal hackathon. Yadea's service is shifting from reactive "respond on request" to proactive service: a VOC (Voice of the Customer) analysis system routes customer feedback to R&D and manufacturing units so real user complaints drive product improvement at the source. Looking ahead, Hong Kai positions today's AI customer service as an "efficient intelligent assistant" and stresses that building human-machine collaboration depends on people — investing in service staff's communication, emotional awareness, and crisis-response skills so technology and talent reinforce each other rather than substitute.