在客户面前，呈现的正是 Agents。从售前咨询、售后服务，到 VIP 专属服务以及企业内部的员工服务台，不同场景对应不同的智能体，通过独立接待和主动触达的方式，将绝大多数重复性以及流程性的问题解决在第一线。它们不是等待被提问的机器人，而是能自己判断下一步该做什么，并把事情真正办成的数字员工。

让所有智能体得以真正运行的，正是 Nexus。网页、App、邮件、电话、社媒、IM、电商平台——过去，每当一个新渠道得以接入，便意味着需要重新构建一套系统；现在，全部统一接入同一套底座，智齿的每一个智能体都在 Nexus 之上运行，数据、上下文、服务标准在所有渠道保持一致。

三者环环相扣，缺一不可：没有 Nexus，Agents 便只能困在单一渠道里无法扩展；没有 Experts，Agents 也就不会进化得那么快；而没有 Agents，Nexus 和 Experts 也就没有真正要服务的对象。

For clients this means three things happen at the same time: they no longer need to build an entire new system for each new channel, they no longer need to rely on feeling to judge whether an AI works well so that its results can be quantified, tracked and continuously optimized from the first time, and they no longer need to worry that AI will decline with prolonged use—it will keep learning with repeated daily operations so that the more it is used the better it understands the business.

这就是智齿眼中好服务该有的样子：问题解决在最前线，标准统一在底座里，专业沉淀在人身上。而这套架构之所以在此刻成型，背后是一个更大的判断。

为什么是现在 ： 一个时代级的判断

每一天，全球范围内都有数十亿次客户联络正在持续发生——其中既包含一次深夜进行的退款咨询，也涵盖一通经过长时间排队才得以接通的电话，以及一条发出后便如石沉大海般再无回音的消息……而在这每一次联络的背后，都存在着一个正在等待被回应的人。

过去十年，行业习惯借助于“系统”来接住他们：在线客服、呼叫中心以及工单，也包括早期基于规则和关键词匹配的AI。但那时无论系统还是AI，扮演的都是赋能角色，它们帮人更快更省力，真正理解问题做出判断完成服务的始终是人。

直到大模型出现，这件事第一次被改写。借助AI，不再只是被动等待指令的工具，而是能听懂、能思考、能动手——自己理解客户意图、自己判断该走哪一步、自己把事情办成。用一句话概括：AI不再是工具，而是劳动力。客户联络的底层逻辑，正在从“人操作软件”走向“智能体独立工作，人让它更聪明”。

This is not merely a technical upgrade but an anticipated one. Clients no longer settle for receiving someone to handle their inquiries but instead expect problems to be resolved on the spot. Enterprises no longer content themselves with reducing labor costs but hope that AI truly shoulders the business results such as completing refunds and closing tickets and achieving client satisfaction without merely offering polite replies. Whoever can first transform AI from a tool into a true labor force capable of doing work will take the lead in meeting this expectation.

工具升级了无数次，而这一次，则是一场范式的革命。智齿科技选择了站上这个拐点，重新出发。

十余年积累

才有今天的重新出发

这次重新出发，智齿并不是从零开始。

From its establishment in 2014, Zhichih Technology has followed this path: early on, the first product, the online customer service robot, handled repetitive problems using AI. Subsequently, call center, ticketing system integration was completed, forming an intelligent full customer service. Starting in 2018, outbound, lead generation and other marketing side products were launched, realizing the integration of service and marketing. Starting in 2019, with private domain operations and BPO business expansion, it gradually formed a three-dimensional integrated customer contact solution of service plus marketing, public domain plus private domain, software plus BPO, and in 2021 officially released the strategic plan of integrated customer contact center. Since then, over the following years, Zhichih Technology has advanced internationalization and intelligence synchronously, becoming one of the first domestic enterprises applying large models in customer contact scenarios, and also one of the first out of the country to grow rapidly into a leading overseas new force.

这十余年来，智齿科技已为全球上万家企业提供了服务，覆盖智能制造、零售电商、互动娱乐、金融保险以及生活服务等多个行业。从出海全球的库洛游戏，到智能制造领域的realme，再到直播电商的东方甄选，每一次顺畅的售后对话，每一次准确的订单查询，背后都可能有智齿Agents的身影。这些沉淀既是智齿重新出发的底气，也是智齿Agents真正落地的最好起点。

We believe that in the future, every enterprise will have a team of tireless intelligent agents that get smarter the more they are used. At the same time, every person who interacts with them will still feel genuinely valued.

智齿科技联合创始人兼CEO徐懿表示：“过去十多年，我们帮助客户把系统搭建得越来越完善，但AI真正开始独立干活，是从大模型这一刻才开始的。这次升级，我们不是给产品增加一个功能，而是重新定义智齿是什么——我们从架构层开始就为Agent而生，而不是把AI装进旧系统里。AI负责效率，专家负责温度，这不是取舍，而是我们对好服务的所有回答。”

从创立那天起，智齿的愿景就没有变过——让每一家企业都享受智慧服务带来的改变。今天，这个愿景有了新的注脚。智齿科技是一个由AI Agent驱动的新一代客户联络平台，其让AI真正走进企业的每一条服务流程以及每一次客户沟通，从而把愿景变成每一天都在发生的事实。让每一次客户联络，都有AI的效率以及专家的温度。

来源：新架构·新能力：智齿科技发布 AI Agent 驱动的新一代客户联络平台-资讯中国 | 资讯中国