About Me
Experience
Customer Support
Meituan - - Now
职位: Customer Support | 时间段: 近期 | 工作内容: Led the formulation and iteration of risk control strategies for LLM-powered intelligent customer service, focusing on the identification, interception and resolution of high-risk issues including personal safety threats and fund security risks. Conducted in-depth data analysis to assess real-time risk levels and identify core optimization directions for model strategies. Continuous strategy tuning and model optimization boosted both model precision and recall rate to 90%, while drastically reducing manual ticket transfer volume in intelligent customer service scenarios by 90%, significantly improving overall service efficiency and risk control capability.
Customer Support
Bytedance - - Now
职位: Customer Support | 时间段: 近期 | 工作内容: ### Intelligent Customer Service (Douyin) Douyin Xiao’an is an intelligent customer service project leveraging state-of-the-art AI conversation technology to ease users’ negative emotions and resolve their issues. It aims to enable AI to perceive users’ sentiments, deliver targeted replies, skillful comfort and empathetic recommendations. The system continuously listens and accompanies users through multi-turn conversations, and transfers some users to human agents. The team was awarded the Company’s “Best ByteStyle Team” Award. ### Core Responsibilities - Own the end-to-end human service workflow, including platform selection, service training & assessment, service standard formulation, result acceptance and team management to guarantee delivery quality. - Data annotation and guideline delivery: establish guidelines for machine dialogue annotation and rewriting, define delivery timeline and plans to support data collection and utilization in the early project stage. ## Influencer Re-engagement This project targets million-follower creators who stopped posting new content. Its objectives are to investigate churn root causes and design internal incentive policies to encourage creators to return and publish high-quality works, achieving a 10% lift compared with organic reactivation. ### Core Responsibilities - Manage the full lifecycle of manual re-engagement, covering intervention training & assessment, service standard setting, outcome acceptance and team management to ensure delivery quality. - Strategy iteration & optimization: consolidate creator demands and assist the creator team in developing creator-friendly incentive programs to boost re-engagement rate. - Live operation: analyze historical data of churned live streamers and provide customized improvement suggestions to raise audience conversion.
