NetEase Qiyu

Overview

NetEase Qiyu (网易七鱼) is the AI-powered smart customer service platform from NetEase Zhiqi (网易智企, NetEase Cloud Commerce). One of China's most mature cloud customer-service SaaS products, it provides an all-channel platform covering online chat, cloud call center, video support, ticketing and AI chatbots — with a well-developed, easy-to-adopt agent training workbench. It is a strong fit for mid-size SaaS companies, education, gaming and cross-border e-commerce teams handling roughly 1,000–8,000 conversations per day.

Key Features

• Online chat (在线客服): unified reception across Web, APP, WeChat, Weibo, Douyin, Alipay mini-program, Baidu mini-program and message interfaces; intelligent session routing and visitor triage, VIP-only service queues, proactive marketing based on visitor profiles, tags and behavior, and lightweight CRM/order/logistics integration via API or iframe.
• AI chatbots (在线机器人): a text bot that independently resolves up to 80% of common questions using intent recognition, task-based dialogs and knowledge bases — accelerated by 20+ industry knowledge clouds for cold start, with professional robot diagnosis/tuning/training services.
• Cloud call center (云呼叫中心): hybrid-cloud center deployable in about 1 hour, built on self-developed CTI for stable calls and recording, 5-level IVR navigation, inbound/outbound routing policies, batch outbound campaigns with automatic seat assignment, and ~100 real-time telephony metrics.
• AI call bots: inbound robot for automated answering and AI outbound (AI外呼) for natural, proactive customer outreach — plus purpose-built AI agents for discount recommendation, product consultation, store locator, logistics queries and refund/price-difference handling.
• Video customer service: face-to-face, multi-channel video support from browser, PC or mini-program with multi-resolution adaptive quality.
• Ticketing system (工单系统): cross-platform ticket creation (visitor, agent, email, API), efficient routing across departments, preset replies, copy workflows and satisfaction surveys.
• Quality inspection (智能质检): automated full-volume QA of calls and sessions with intelligent error correction and 95%+ accuracy; flexible semantic, emotion and service-standard rules; human-vs-AI comparison reports.
• Data dashboards (数据大屏): real-time visualization of conversation volume, queue size and wait times with industry-specific templates.

Pricing

Qiyu uses a seat-based annual SaaS model (per seat per year, prepaid), with add-on session packages; multi-function seats can use online chat, calls and tickets simultaneously.

• Call center plans (per seat/year): 标准版 Standard ¥2,999, 专业版 Professional ¥3,999, 旗舰版 Flagship ¥5,999 — scaling from basic IVR/routing to auto-outbound, knowledge permission management and knowledge reports.
• Service vs marketing editions: the customer-service edition covers support scenarios; the marketing-service edition adds precision-marketing features such as visitor behavior trails, visitor cards and order performance.
• Typical budgets: mid-size deployments of 20–40 seats generally run ¥100K–250K/year; teams with 1,000–8,000 daily conversations and ¥150K–400K budgets are the sweet spot.
• Trial: 7-day free trial available.

Best For

Mid-size Chinese enterprises and cross-border e-commerce brands (Tmall, JD, independent sites) needing a proven, productized cloud customer-service platform with fast go-live — especially NetEase-ecosystem users that can bundle Qiyu with NetEase phone, cloud messaging and call QA. Teams requiring deep industry customization or non-domestic LLM access should evaluate alternatives like SoChic (智齿) or self-built agents.

FAQ

What is NetEase Qiyu?

It's NetEase Zhiqi's smart customer service platform covering online chat, cloud call center, video support, ticketing and AI chatbots, sold as a cloud-native SaaS used by education, gaming, cross-border e-commerce and SaaS companies.

How much does Qiyu cost?

Pricing is per agent seat per year. Call center plans run ¥2,999 (Standard), ¥3,999 (Professional) and ¥5,999 (Flagship) per seat/year, with session packages added on top. Typical mid-size deployments land around ¥100K–250K/year.

Does Qiyu have a free trial?

Yes — a 7-day free trial is available.

How is Qiyu different from SoChic (智齿)?

Qiyu is a mature, productized cloud SaaS with transparent seat pricing and a strong NetEase ecosystem, ideal for mid-size SaaS/e-commerce. SoChic (智齿) offers deeper industry customization and private deployment, and is often preferred by large financial, government and compliance-heavy enterprises.