Taobao Xiaoer is the general name for the customer service group of Taobao.com of Alibaba Group, generally called Taobao Xiaoer or store Xiaoer.

Taobao Xiaoer is divided into machine intelligent Xiaoer and artificial intelligence Xiaoer:

Machine intelligent Xiaoer is Taobao's intelligent question-and-answer system, which retrieves matching content from the database based on the keywords entered by the user and provides it to the user.

Artificial intelligence Xiaoer is an on-the-job employee of Taobao. Most of the time, we come into contact with two types of Xiaoers:

One is the Xiaoer in charge of different official activities and services, such as the Xiaoer in charge of wireless seller operations, which is marked with an orange-yellow logo on Aliwangwang.

The other is online manual customer service. You can queue up and access customer service at Taobao Service Center-Contact Customer Service-Contact Online Customer Service.

Xiaoer does not refer to a specific person, but a nickname for the personnel in the service management department within Taobao. The specific work of each Xiaoer is unknown.