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In the future, small robots will replace 85% of human labor and are accelerating the transition to platformization.
In the era of rapid technological advancement and expanding application opportunities, China's artificial intelligence (AI) sector has reached a pivotal stage, with the potential to achieve large-scale commercial deployment. For instance, AI is witnessing a surge in areas like speech recognition, autonomous driving, and more. These developments are not just theoretical; they are becoming real-world applications that are reshaping industries.
Leading global tech companies such as Google, Microsoft, Apple, Amazon, and even Android have already launched their own bot strategies, introducing chatbots and virtual personal assistants (VPAs) into real-world commercial settings. Intelligent customer service robots (VCA) are now widely used by businesses to handle customer inquiries and data management tasks, significantly reducing operational costs and improving service efficiency. At China Merchants Bank, for example, their WeChat-based AI robot handles nearly all daily queries, with 99% of issues resolved by machines, while only 1-2% require human intervention. The machine’s accuracy in answering questions reaches up to 99%.
According to official data from China Construction Bank, Xiaoi Robots' "small micro" service capabilities are equivalent to the work of 9,000 human staff, far surpassing the capacity of traditional call centers. After implementing Smart Robots, China Communications Bank reduced monthly calls by 2 million and saved 40 million RMB. This trend signals that intelligent robots will soon be widely adopted across various sectors.
Xiaoi Robot, a leader in the field, has built a comprehensive architecture that includes knowledge representation, reasoning, machine learning, semantic understanding, decision-making, and bot development. It serves major banks like ICBC and China Communications Bank, as well as hundreds of enterprises including China Telecom, Huawei, Xiaomi, Haier, and more. With over 500 million users, Xiaoi provides services to both large corporations and small businesses, offering flexible solutions that can be rented or deployed on company systems.
“Xiaoi doesn’t just build robots for ourselves; we aim to empower companies with deeper AI capabilities,†said Zhu, founder and CEO of Xiaoi Robot. Unlike some generic platforms, Xiaoi focuses on providing advanced AI solutions tailored to enterprise needs. This allows for strategic integration with other platforms and opens the door for more sophisticated services beyond customer support.
The deployment process involves three key steps: system integration, knowledge modeling, and dynamic data docking. Banks, for example, require secure internal deployment, which involves compatibility with existing databases, middleware, and security protocols. Xiaoi has developed tools to extract and structure unstructured data, enabling better knowledge acquisition through deep learning.
Currently, Xiaoi’s resolution rate stands at 85–90%, and it continues to improve. When handling tasks like bill queries, the robot must understand user instructions and related parameters, requiring an application framework that can access customer databases or specific interfaces.
Xiaoi has also made significant strides in natural language processing, semantic analysis, and big data. Its Deep Semantic Open Platform, based on the world’s largest Chinese semantic database, enables machines to understand complex language nuances. In 2017, Xiaoi released this platform, further solidifying its position as a leader in AI technology.
While AI can replace 85% of manual labor, a dedicated team is still needed to monitor and refine the system. This team handles VIP services and ensures the accuracy of machine responses. With millions of daily interactions, manual tasks like marking, confirming, and answering follow-up questions remain essential.
To serve more customers efficiently, Xiaoi is accelerating productization, platformization, and standardization. Initially project-based, the company has now shifted toward scalable products and platforms. This allows for faster deployment, standardized knowledge models, and improved service efficiency. Engineers can now manage multiple projects simultaneously, enhancing overall productivity.
Standardization is a key goal, not only for technical processes but also for industry-wide collaboration. Xiaoi is actively involved in setting national and international standards, such as the “Chinese Speech Recognition Internet Service Interface Specification.†The company has also led the development of the first international standard for user interface emotion interaction, filling gaps in both domestic and global markets.
At the Guiyang Expo, Xiaoi showcased AI-powered solutions in offices, government affairs, corporate services, and IoT. Additionally, breakthroughs in computer vision have pushed face recognition accuracy beyond 97%. Xiaoi is also investing in cutting-edge research, allocating 30% of its technical team to quantum AI, blockchain, and big data.
Ultimately, AI is moving beyond research and into real-world industrial applications. As Xiaoi continues to innovate, it demonstrates how artificial intelligence can transform industries and improve everyday experiences.