JD.com Deploys JoyAI Customer Service and Digital Human 4.0 Across 50,000 Stores and 30,000 Merchants for 11.11 Promotion

Title

JD.com Deploys JoyAI Customer Service and Digital Human 4.0 Across 50,000 Stores and 30,000 Merchants for 11.11 Promotion

Content

JD.com, China's largest direct retail e-commerce platform, has activated its full JoyAI product suite for the 2025 11.11 shopping festival, addressing the trifecta of customer service surge, high live-streaming costs, and difficult marketing conversion. Jingxiaozhi 5.0, the official merchant customer service AI used by over one million merchants, runs on the JoyAI large model and multi-agent collaboration to deliver a 'service-recommendation-follow-up-analytics-quality' agent matrix that shifts from passive answering to proactive prediction. Internal testing across 50,000 stores shows the system reduces the human handoff rate by more than 28%, lifts pre-sale consultation conversion by 37%, and breaks through the long-standing perception that intelligent customer service only cuts costs without driving revenue. JoyMarketing, the new outbound marketing model, supports custom AI personas and voice tones, remembers user preferences, dynamically adjusts strategy, and compresses the launch cycle from three days to one day through industry knowledge bases. Customers using the tool see average conversation length up 18%, accuracy on complex problems at 98%, and a direct 31% lift in business conversion efficiency. Digital Human 4.0, launched at the September JDD conference, achieves three breakthroughs: 5x improvement in real-time rendering efficiency enabling 4K millisecond-level interaction, the JoyAI Digital Human IP Factory that generates a customized persona in one hour, and full integration of live, customer service, and after-sales data so the digital human retains user preference memory. The platform has been adopted by over 30,000 merchants with 100+ industry-tuned avatars, with live commerce effectiveness surpassing 80% of human streamers and average conversion up by more than 30%. The base version of the digital human is offered free of charge during 11.11, with the premium version priced under 10,000 RMB. The deployment also includes JoyInside, the embodied intelligence platform for toys and robots that has partnered with 30+ brands, and the JoyBuilder model development platform that offers new users up to 4.5 million free tokens. According to JD Group CEO Xu Ran, 'the value of AI equals model times experience times the square of industry depth,' and the JoyAI suite reflects JD's commitment to sustainable, deployable AI that creates real value across the merchant and consumer experience.