Smart Life joins hands with Cloud Power to introduce Gemini to create enterprise-level AI customer service that understands community processes

Smart Life joins hands with Cloud Power to introduce Gemini to create enterprise-level AI customer service that understands community processes. (provided by the operator)

[Reporter Ou Yuxiang/Taipei Report] Smart Life (7836), a broadband and smart community service provider in Xinggui, announced today that smart community services continue to expand, and the customer service system will face a larger number of real-time and complex community service situations. In order to solve customer pain points, Smart Life has introduced Gemini with cloud power to create an AI smart customer service system specially designed for community scenarios.

Smart Life explains that this project is a collaboration with Google Cloud agent and Cloud Power Information, a subsidiary of the eCloud Valley Group, to introduce Gemini technology on the Google Cloud cloud architecture to create an AI smart customer service system specially designed for community scenarios.

Smart Life pointed out that this system will combine Smart Life’s accumulated 30 years of community service knowledge, customer service cases, property operation procedures and standard processing specifications to establish a community knowledge base that can be understood and retrieved by AI. Then, through Gemini’s natural language understanding and generation capabilities, the original process- and form-oriented information will be converted into interactive responses that are easier for residents to understand.

Smart Life said that the platform currently serves more than 10,000 communities and has accumulated more than 3 million users. Its services include resident apps, community management backends, smart access control, community networks and home life services. This time, AI customer service will also prioritize the introduction of high-frequency customer service scenarios, including management fee inquiries, repair progress, package notifications, access control operations and community announcements, hoping to reduce residents’ repeated inquiries and customer service transfer time.

In order to reduce the occurrence of erroneous information or out of process in generative AI, this AI customer service adopts the Retrieval Enhanced Generation (RAG) architecture. The system will first obtain the basis from the existing knowledge base, community processes and service specifications, and then generate natural language responses through Gemini, reducing the situation of AI "answering out of thin air".

Zhang Zhiyue, senior director of smart living technology research and development, said that residents actually don’t care how new the AI ​​model is, but care whether the problem is truly understood. The most important thing about AI customer service is not being better at chatting, but better understanding of community service processes and actual usage scenarios.

Smart Life pointed out that in the future, AI smart customer service will gradually extend to more community services and smart IoT application scenarios, making AI not only a front-end question and answer tool, but also an important foundation for community knowledge collection, process inquiry and front-line collaboration.

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