Higher Satisfaction, Lower Cost: A Technical Report on How LLMs Revolutionize Meituan's Intelligent Interaction Systems

• URL: http://arxiv.org/abs/2510.13291v1
• Date: Wed, 15 Oct 2025 08:35:51 GMT
• Title: Higher Satisfaction, Lower Cost: A Technical Report on How LLMs Revolutionize Meituan's Intelligent Interaction Systems
• Authors: Xuxin Cheng, Ke Zeng, Zhiquan Cao, Linyi Dai, Wenxuan Gao, Fei Han, Ai Jian, Feng Hong, Wenxing Hu, Zihe Huang, Dejian Kong, Jia Leng, Zhuoyuan Liao, Pei Liu, Jiaye Lin, Xing Ma, Jingqing Ruan, Jiaxing Song, Xiaoyu Tan, Ruixuan Xiao, Wenhui Yu, Wenyu Zhan, Haoxing Zhang, Chao Zhou, Hao Zhou, Shaodong Zheng, Ruinian Chen, Siyuan Chen, Ziyang Chen, Yiwen Dong, Yaoyou Fan, Yangyi Fang, Yang Gan, Shiguang Guo, Qi He, Chaowen Hu, Binghui Li, Dailin Li, Xiangyu Li, Yan Li, Chengjian Liu, Xiangfeng Liu, Jiahui Lv, Qiao Ma, Jiang Pan, Cong Qin, Chenxing Sun, Wen Sun, Zhonghui Wang, Abudukelimu Wuerkaixi, Xin Yang, Fangyi Yuan, Yawen Zhu, Tianyi Zhai, Jie Zhang, Runlai Zhang, Yao Xu, Yiran Zhao, Yifan Wang, Xunliang Cai, Yangen Hu, Cao Liu, Lu Pan, Xiaoli Wang, Bo Xiao, Wenyuan Yao, Qianlin Zhou, Benchang Zhu,
• Abstract summary: We introduce WOWService, an intelligent interaction system tailored for industrial applications.<n>With the integration of LLMs and multi-agent architectures, WOWService enables autonomous task management and collaborative problem-solving.<n> WOWService is deployed on the Meituan App, achieving significant gains in key metrics.
• Score: 67.18731675163589
• License: http://arxiv.org/licenses/nonexclusive-distrib/1.0/
• Abstract: Enhancing customer experience is essential for business success, particularly as service demands grow in scale and complexity. Generative artificial intelligence and Large Language Models (LLMs) have empowered intelligent interaction systems to deliver efficient, personalized, and 24/7 support. In practice, intelligent interaction systems encounter several challenges: (1) Constructing high-quality data for cold-start training is difficult, hindering self-evolution and raising labor costs. (2) Multi-turn dialogue performance remains suboptimal due to inadequate intent understanding, rule compliance, and solution extraction. (3) Frequent evolution of business rules affects system operability and transferability, constraining low-cost expansion and adaptability. (4) Reliance on a single LLM is insufficient in complex scenarios, where the absence of multi-agent frameworks and effective collaboration undermines process completeness and service quality. (5) The open-domain nature of multi-turn dialogues, lacking unified golden answers, hampers quantitative evaluation and continuous optimization. To address these challenges, we introduce WOWService, an intelligent interaction system tailored for industrial applications. With the integration of LLMs and multi-agent architectures, WOWService enables autonomous task management and collaborative problem-solving. Specifically, WOWService focuses on core modules including data construction, general capability enhancement, business scenario adaptation, multi-agent coordination, and automated evaluation. Currently, WOWService is deployed on the Meituan App, achieving significant gains in key metrics, e.g., User Satisfaction Metric 1 (USM 1) -27.53% and User Satisfaction Metric 2 (USM 2) +25.51%, demonstrating its effectiveness in capturing user needs and advancing personalized service.

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