Abstract:As the world's leading B2B e-commerce platform, Alibaba, in order to further enhance the efficiency of reaching international customers and the accuracy of intention screening, Instadesk—Call Center has jointly developed a large-scale model voice intelligent entity integrating multilingual recognition, intelligent interaction, and intention judgment, to achieve the intelligent upgrade of cross-border business services.

With the continuous deepening of global trade, cross-border e-commerce platforms are confronted with common challenges such as difficulties in reaching overseas merchants, low efficiency in business communication, and insufficient multilingual service capabilities. How to efficiently and accurately connect global B2B enterprise customers has become the key to enhancing the international competitiveness of the platforms and assisting Chinese merchants in going global.

I. Call Center, Transforming the Global Enterprise Customer Engagement Model

1. Deep Integration of End-to-End Voice Interaction Technology

Instadesk—Call Center, leveraging its profound technical expertise in areas such as speech recognition (ASR) and speech synthesis (TTS), has custom-developed a large-scale model-based voice intelligent agent for Alibaba with multilingual dialogue capabilities. This system deeply integrates industry-leading end-to-end voice interaction technology, possesses strong multilingual real-time conversation and deep intent understanding capabilities, and provides a solid technical foundation for global business scenarios.

2.Fully Automatic Customer Call and Real-time Semantic Parsing

In actual operation, the Call Center can fully automate the call tasks and precisely simulate the complete communication process of professional business representatives. From initiating contact with overseas merchants, introducing the value of Alibaba platform and the advantages of cross-border trade services, to in-depth exploration of cooperation intentions, all can be completed independently. Its core advantage lies in real-time semantic parsing and intelligent decision-making capabilities. During the conversation, the system can instantly identify and extract key business information, such as the main product categories of the merchants, trade scale, and concerns about entry, and based on this, construct precise customer profiles and mark the intention levels, such as high intention, need follow-up, no intention, and refuse communication, thereby providing clear and efficient screening basis for subsequent manual precise follow-ups.

3. Outstanding Cross-Language Business Communication Adaptability

In response to the core challenges of diverse languages and specialized business scenarios for global enterprise clients, the Call Center demonstrated outstanding cross-language communication adaptability. Not only could it handle industry terms in the target language with ease, but it could also accurately understand the expression habits in different cultural backgrounds, breaking down barriers in cross-language communication and enabling seamless B-end business negotiations.

4. Realistic Interaction through Small Sample Voice Cloning

Through innovative small sample voice cloning technology, only a small amount of real human voice data in the target language is required to generate highly realistic and emotionally varying synthesized voices, significantly enhancing the naturalness and friendliness of business communication, effectively eliminating the mechanical feeling in human-machine conversations, and making each cross-ocean communication feel like a face-to-face interaction with a local business consultant, thereby enhancing the trust of overseas merchants.

II. Data Witnessing, Revolutionizing the Efficiency of Cross-border B-End Services

Under the traditional customer engagement model, enterprises not only face high recruitment and training costs, but are also constrained by the working hours and energy limitations of call center staff, resulting in a limited daily engagement scale. Moreover, the complex language barriers and the threshold of cross-border business knowledge make the traditional model unable to meet the massive standardized and high-quality communication demands of overseas merchants.

The comprehensive launch of Instadesk—Call Center has reshaped the scale and efficiency boundaries of B-end customer engagement. Through fully automated task scheduling, concurrent calls, and intelligent interruption technologies, it achieves the ultimate efficiency of the call process; the precise intention screening capability also focuses limited human resources on high-value business opportunities, achieving a dual improvement in efficiency and cost. During the project operation period, key business indicators achieved four breakthroughs:

The accuracy rate of intent recognition exceeds 90%

Precisely capture the intention and core demands of overseas merchants' entry, without the need for a large investment in maintaining a corpus, significantly reducing operational costs and effectively avoiding the loss of business opportunities due to incorrect intent judgments;

Stable output of potential customers

Compared to traditional NLP, the efficiency of obtaining potential customers has increased by 2.6 times, continuously providing high-quality cooperation leads to the platform;

The accuracy rate of intent classification can reach 92%

Precisely complete multi-dimensional label annotations such as high, medium, and low intentions, allowing human follow-up resources to focus on high-value merchants, improving conversion efficiency;

The average number of conversation rounds has increased by 1.8 times

The ability of anthropomorphic interaction and deep semantic understanding promotes more in-depth and sufficient communication, further exploring the potential needs of merchants, and laying a solid foundation for cooperation conversion.

These data not only the actual benefits and investment returns brought by AI technology in cross-border B2B services, but also provide a quantifiable and replicable technical path for the intelligent touchpoint reaching and entry conversion process optimization of global B2B e-commerce industries. It offers a proven benchmark example after practical verification.

This cooperation is not only an important milestone in the intelligent upgrade of Alibaba's customer touchpoint system, but also another successful implementation of the Instadesk vertical large model in the enterprise overseas expansion scenario. In the future, Instadesk will continue to deepen its advantages in the application of large models and intelligent agents, and conduct deeper cooperation with Alibaba, jointly building an AI-driven global intelligent service ecosystem, helping global small and medium-sized enterprises go global through cross-border trade and win wider recognition and growth.