2 posts tagged with "Knowledge Base"

On September 1, 2026, China's first national standard for human–AI customer service collaboration came into force: GB/T 47746—2026, "Customer Contact Services — Requirements for the Collaboration of Human and Intelligent Customer Service." Media coverage distilled the standard into four red lines:

1. A clear, prominent human entry point: customer service menus must offer a visible "talk to a human" option — no burying it behind layers of navigation;
2. Scientific division of labor: AI handles simple, standardized questions; complex disputes, high-risk scenarios, and explicit requests for a human are routed to agents promptly;
3. Smooth human–AI handoff: when switching, the customer's identity, interaction history, and ticket status must carry over completely — customers should never have to repeat themselves;
4. Enterprises are accountable for AI replies: companies cannot dodge responsibility with disclaimers like "AI-generated content is for reference only."

For enterprises evaluating customer service systems, these four red lines are effectively a procurement checklist. This post walks through the standard clause by clause and introduces the capabilities Bytedesk has already shipped — not compliance as a slogan, but as features and mechanisms you can find and verify in the product.

Enterprise knowledge lives in Feishu (Lark) wiki spaces, but putting it to work for AI customer service usually means a lot of manual toil: exporting, converting formats, and re-entering content. Bytedesk now ships built-in Feishu knowledge base import: bind your Feishu app in the admin console, pick the wiki spaces, and sync Feishu documents into the Bytedesk LLM knowledge base with one click. After syncing, full-text and vector indexes are built automatically so the content is immediately available for AI-powered customer service Q&A.