Service Case Automation makes AI move work to the next step, not just reply.
The real cost of customer service is not one answer. It is continuous follow-up: what is missing, who is waiting, whether the partner responded, whether the customer completed the action, and when old reminders should stop. Aijia Customer Service attaches messages, people, waiting states, and evidence to one service case so agents can progress it toward an outcome.
Turn who-is-waiting-for-whom into system capability.
Missed follow-up, repeated chasing, and wrong sending usually come from lost waiting states. Aijia Customer Service makes waiting object, missing action, completion condition, and next step explicit.
Waiting for customer material or confirmation
Generate safe reminders and avoid chasing actions that were already completed.
Waiting for the actual executor on the customer side
When the contact is not the executor, explain who needs to coordinate whom for what action.
Waiting for fulfillment partner progress or material
Separate partner requests from customer-safe wording to reduce misunderstanding and risk.
Waiting for internal approval of high-risk content
Commitments, disputes, compensation, and public group sensitivity move into review-before-send.
Automatic progress is not blind sending. It is governed execution of service actions.
The system can automatically confirm received material, update state, send low-risk reminders, write back completion feedback, capture evidence, and verify records under authorization. When risk exceeds the boundary, it moves to human review or takeover.
Low-risk execution
Standard reminders, state updates, material confirmation, verification records, and evidence capture run automatically.
High-risk review
Commitments, disputes, compensation, uncertain identity, and sensitive group content move into review.
Completion feedback
When the customer reports completion, the system stops old waiting states, updates the case, and keeps evidence.
Attach every customer message to a service case that can progress.
Start with a high-frequency case in review mode, then open automatic execution as it stabilizes.
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