About the Team

The future of e-commerce customer service is intelligent, efficient, and AI-driven. Our team is dedicated to replacing traditional human-agent customer service with an advanced AI-powered conversational system that provides instant, intelligent, and seamless support for TikTok's global e-commerce platform. By leveraging Large Language Models (LLMs) and NLP, we are building an AI customer service system that can understand user queries, resolve disputes, guide transactions, and enhance the overall shopping experience without the need for human intervention.

Our cutting-edge AI is designed to handle complex customer interactions, including answering product inquiries, resolving order issues, processing refunds, and assisting sellers with operational tasks. Through LLM post-training, we ensure that our AI assistant is continuously learning and improving, providing more accurate, context-aware, and human-like interactions.

By joining us, you will be at the forefront of transforming customer service in e-commerce, helping build an AI system that understands, adapts, and provides intelligent solutions—all while reducing costs and improving efficiency for merchants and the platform.

What You Will Do

• Develop AI-Powered Customer Service Systems: Design and implement an AI-driven conversational customer service agent that can handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues, replacing traditional human customer service agents.
• LLM Post-Training & Data-Efficient Learning: Apply state-of-the-art LLM post-training techniques, such as instruction tuning, reinforcement learning from human feedback (RLHF), and continual learning, to optimize AI customer service responses with minimal labeled data.
• Benchmark and training data construction: Identify challenging customer service interactions, such as policy clarifications, dispute handling, and multi-turn complaint resolution, and construct specialized datasets to enhance AI training.
• Develop Multilingual Customer Support: Build AI models capable of handling customer service interactions across multiple languages and cultural contexts, ensuring accurate translation and appropriate responses for a diverse global audience.