How to use Aijia Customer Service to launch customer identity, business conversations, service cases, waiting states, WeCom collaboration, human review, and evidence trails from one frequent support flow.

Goal

This playbook helps teams upgrade private-domain support from manual group watching and auto-reply bots into an AI-native support operations system.

The goal is not to automate every message on day one. The goal is to make one frequent service flow clear:

who the customer is;
which service case is active;
who is waiting for whom;
what material or action is missing;
what can be sent directly;
what requires review-before-send;
how the result and evidence can be inspected.

Step 1: Choose a Pilot Flow

Start with a frequent, repetitive, clear-boundary, lower-risk flow.

Good pilots include:

progress questions;
material collection;
appointment confirmation;
after-sales execution;
customer completion feedback;
partner requests that require customer cooperation;
standard service explanations.

Avoid automating these first:

refunds, compensation, or commitments;
complaints, disputes, or public group conflict;
uncertain customer identity;
partner requests with missing context;
account, payment, privacy, or high-risk entitlement topics.

Step 2: Define Role Relationships

Each service flow should identify four roles:

customer contact: the person communicating in the customer group or private chat;
actual executor: the person who must complete the action;
internal handler: support, operations, sales, or supervisor;
fulfillment partner: service provider, store, warehouse, channel, or outsourced team.

Key principle: do not assume the mentioned person is the actual executor. The customer contact may only coordinate.