NetEase Qiyu

NetEase Qiyu is a leading Chinese intelligent customer-service platform combining online chat, call center, and AI robots in one suite.

Overview

Qiyu (网易七鱼), from NetEase’s enterprise services group, provides omnichannel customer service across web, app, WeChat, Weibo, and phone, with AI robots handling routine inquiries. Its intelligent robot uses NLP tuned for Chinese customer-service scenarios to answer questions, guide self-service, and hand off to human agents with full context. The platform includes work-order management, quality inspection, and operational dashboards used by e-commerce, education, and gaming companies. NetEase’s own product experience backs the reliability of Qiyu at consumer scale.

Qiyu’s strength is the full Chinese digital-service surface: web chat, in-app messaging, WeChat, Weibo, and phone land in one workspace with shared customer context. The AI robot handles the high-frequency tier — order status, return policies, account questions — with NLU tuned to how Chinese consumers actually phrase requests, and hands off to humans with conversation history intact. Quality inspection and conversation analytics then turn service data into improvement signals, identifying knowledge gaps and training opportunities. Because NetEase runs consumer products at massive scale, the platform’s reliability under load is battle-tested — a decisive factor during e-commerce festival peaks. For Chinese internet and e-commerce companies standardizing service tooling, Qiyu offers the most complete off-the-shelf path to AI-assisted omnichannel support.

Key Features

• Omnichannel customer service across web, app, social, and phone channels
• Chinese-language AI robot for automatic answering and self-service guidance
• Intelligent routing and skill-based agent assignment with context handoff
• Work-order management and SLA tracking across departments
• Quality inspection and conversation analytics for service improvement
• Rich SDK and API integrations with CRM, order, and membership systems

Pricing

Qiyu offers free trial access followed by tiered SaaS subscriptions priced by agent seats and AI-robot usage, with enterprise plans for large deployments. Annual contracts and customized private-deployment options are available through NetEase and its partners.

Who Is It For

It is built for Chinese e-commerce, education, gaming, and internet companies that need reliable omnichannel support with Chinese-language AI. Support managers use it to automate high-frequency questions while keeping human agents for complex issues.

FAQ

Is NetEase Qiyu free to use?

Qiyu provides a free trial so teams can configure channels and test the AI robot on real inquiries. Continued production use requires a paid subscription based on agent seats and robot usage volume, with enterprise plans quoted individually.

Does NetEase Qiyu offer an API?

Yes. Qiyu provides SDKs and open APIs for embedding chat, syncing customer profiles, creating work orders, and pulling conversation data. This lets businesses connect the platform with CRM, order management, and membership systems.

How does NetEase Qiyu compare to alternatives?

Compared with Udesk or Sobot, Qiyu benefits from NetEase’s consumer-scale reliability and strong AI robot capabilities in Chinese. Versus international tools like Zendesk, it offers far better localization for Chinese social channels and messaging ecosystems.