A practical rollout path for launching Aijia Customer Service with reviewable AI replies, governed back-office action automation, and evidence trail.

Launch Safely Before You Automate Deeply

The recommended rollout is not "turn on full automation on day one." Start with a narrow, reviewable workflow, then expand after the team has enough examples and confidence.

Step 1: Define Channels and Ownership

List the channels you want to operate:

ecommerce platforms;
social media inboxes and comments;
messaging apps;
WeChat or WeCom private-domain channels;
seller-center pages and internal tools.

For each channel, define:

owner;
permitted users;
allowed actions;
review requirements;
escalation owner.

Step 2: Import Core Knowledge

Start with the knowledge customers ask for most:

product facts;
size, compatibility, ingredients, or configuration details;
shipping timelines and exceptions;
refund and exchange policy;
warranty and after-sales policy;
campaign and coupon rules;
forbidden claims and sensitive words.

Keep source ownership clear. Knowledge without ownership becomes stale quickly.

Step 3: Start in Draft Mode

Let the AI generate replies and action suggestions, but require humans to approve before sending.

Use this phase to collect:

common intents;
missing knowledge;
risky words;
cases that should always be escalated;
examples of good approved replies.

Step 4: Enable Evidence Collection

Use read-only back-office action automation to collect order status, logistics evidence, after-sales status, or page screenshots.

Do not submit actions until review rules are ready.

Step 5: Add Reviewed Execution

For repeatable workflows, allow the authorized back-office action layer to prepare work and wait for approval.

Good candidates:

adding an internal note;
tagging a conversation;
preparing a standard reply;
collecting evidence for a refund review;
filling a draft form without submitting it.

Step 6: Automate Low-Risk Repetition

Only after enough review samples should the team enable low-risk auto-execution.

Keep these controls visible:

confidence threshold;
policy gate;
human handoff;
action log;
screenshot evidence;
emergency pause.

Launch Checklist

Channels and owners are defined.
Knowledge has source owners.
Draft mode is enabled first.
High-risk actions require review.
Back-office action automation starts read-only.
Evidence capture is tested.
Escalation paths are clear.
Emergency pause is available.

What Good Looks Like

A safe launch should reduce repetitive work without hiding risk. The team should see what AI suggested, why it suggested it, what action was taken, and who approved it.

Quick Start