ZENAVA's blockbuster release: Making AI the core productivity of customer service and marketing

On September 17, the ZENAVA Product Launch Event was successfully held in Shanghai. Tianrun Rongtong officially unveiled ZENAVA, a conversational AI agent designed for service and marketing scenarios—driving AI to truly leap from a “tool” to a “role member,” helping enterprises reshape productivity and organizational structure, and enabling the transition from “people-driven” to “AI-driven” operations.

AI-Driven Transformation of Productivity and Organizational Structure

Today, enterprises widely recognize the value of AI. Yet many still face a hard-to-cross gap—from concept, to business implementation, to building real production capability.

To bridge this gap, enterprises must grasp three key points: (1) identify the right entry point for AI deployment, (2) redesign existing business processes, and (3) reshape organizational structures. Only then can AI-driven production capability be formed.

ZENAVA is designed exactly around this logic. By focusing on customer service and marketing scenarios, it helps enterprises rapidly build AI-driven production capacity.

ZENAVA: A New-Generation Productivity Platform

Helping Enterprises Capture the AI Entry Point

ZENAVA is a new-generation productivity platform purpose-built for customer service and marketing. It aims to solve a common enterprise pain point: “AI looks capable, but results don’t land.” ZENAVA can not only communicate and execute, but also continuously learn and optimize—building an intelligent closed loop from conversation to action. It helps enterprises truly implement AI, convert it into production capability, and drive improvements in both efficiency and growth.

Communicate: Talk Like a Real Person

Powered by Tianrun Rongtong’s scenario-based vertical model, ZENAVA can understand not only text, but also information in multiple forms such as images and videos. It supports complex multi-turn dialogue for information collection, with understanding and recognition accuracy exceeding GPT-4.1, while costing only 1/30 as much.

In terms of interaction experience, ZENAVA uses persona modeling to enable language understanding and emotion perception. It can detect emotions from tone and phrasing, and respond in a friendly and respectful manner—balancing business boundaries with customer experience. It upholds the brand’s business bottom line while flexibly meeting customer needs.

ZENAVA also delivers three major breakthroughs in voice interaction: human-like voice timbre, low-latency interaction, and precise intelligent interruption. It is no longer merely “able to speak,” but demonstrates a communication experience that surpasses human performance in both conversational behavior and expressiveness.

These capabilities are embedded into its knowledge engineering, prompt templates, and scenario-based vertical model—making ZENAVA more than a “knowledge base + algorithm” combination. It is an AI employee with empathy, judgment, and high emotional intelligence, capable of maximizing value in real business scenarios.

Execute: Complete the Business Loop Independently

ZENAVA goes beyond natural conversation to directly drive business workflows—such as ticket creation and follow-ups—achieving a full closed loop of “understands, explains clearly, and gets it done.” This is a key differentiator from traditional text bots or voice bots.

Like a human employee, ZENAVA can call tools to perform tasks such as sending SMS messages, creating work orders, retrieving customer profiles, and sending appointment notifications. It also builds a dual-memory mechanism across both business and user dimensions, recording and linking every business event to form traceable customer journeys and business status. This guides next actions and planning, turning dialogue into executable business operations.

Get Productive Fast—and Keep Getting Smarter

To date, ZENAVA has accumulated 60 specialized sub-scenarios, 20,000+ common utterances, and 100,000+ similar variants, along with 100+ prebuilt agent workflow templates—enabling out-of-the-box use and rapid deployment. By continuously refining SOPs and best practices, ZENAVA ensures efficient rollout and reliable results. It also includes built-in coaching workflows: when it encounters issues, it can self-correct, generalize from cases, and become smarter with use.

Multilingual Capability: Global Customer Communication Coverage

ZENAVA supports multilingual communication and can automatically detect and match the target language—allowing enterprises to serve customers across regions with a single agent. It currently supports Mandarin, English, Japanese, and Cantonese, and will continue expanding to more mainstream languages—helping enterprises deliver consistent and efficient customer communication in global operations.

ZENAVA in Frontline Business: Creating Real Value

At the launch event, Tianrun Rongtong showcased live demonstrations of ZENAVA in multiple scenarios:

Smart Lock After-Sales Troubleshooting

In a smart lock troubleshooting scenario, ZENAVA acted like a professional diagnostics expert. Through multi-turn dialogue and accurate multimodal recognition with images, it independently completed fault diagnosis—from checking real-time video, to confirming the sentinel function, to firmware upgrades. With solid logic and easy-to-follow explanations, it significantly improved customer experience and issue-resolution efficiency.

Footwear & Apparel After-Sales Damage Assessment

In a complex damage assessment scenario for footwear and apparel, ZENAVA became a “business-savvy, intelligent negotiation specialist.” It collected multimodal information through multi-turn dialogue, intelligently identified damage types, provided defect review opinions, and flexibly applied communication strategies such as coupons or red packets—improving customer satisfaction while reducing enterprise losses.

Auto Test-Drive Appointment Booking

In an auto test-drive invitation scenario, ZENAVA performed like a professional sales consultant. It quickly captured customer concerns, answered questions about configurations, pricing, and promotions, and recommended suitable stores based on the customer’s city. With a human-level conversation experience, it guided customers to complete test-drive reservations—effectively improving lead utilization efficiency and customer satisfaction.

Home Appliance Installation Requests & Intelligent Follow-Ups

After-sales service for home appliances often involves on-site installation appointments and repair requests. ZENAVA can automatically identify customer needs, generate work orders, and schedule on-site service. After completion, it can also conduct automated follow-ups to form a full business loop—greatly improving service efficiency and customer experience.

Pre-Sales Reception

ZENAVA also performed strongly in pre-sales reception. It supports multilingual communication and can proactively collect key information to generate high-quality leads, improving conversion efficiency. After Tianrun Rongtong deployed ZENAVA on its domestic website for pre-sales inquiries and lead capture, the lead conversion rate increased from 45% to 66%.

ZENAVA can also handle complex scenarios such as overseas hotel reservations. In Japanese, for example, it can independently execute the entire process—from understanding booking needs, confirming dates and room types, to completing the reservation.

ZENAVA is now entering one real business scenario after another—becoming a tangible and measurable new form of productivity for enterprise customer service and marketing.

Recently, the State Council issued the “Opinions on Deepening the Implementation of the ‘AI+’ Initiative,” which clearly states that by 2027, AI will be widely and deeply integrated into six key sectors ahead of schedule, with adoption rates of applications such as intelligent agents exceeding 70%; and by 2030, adoption rates of applications such as intelligent agents will exceed 90%.

This points to a new direction for the industry: AI is no longer merely a tool for industrial upgrading, but infrastructure for China’s modernization and a core engine of new quality productive forces.

This is ZENAVA’s mission and vision. Together with enterprises, ZENAVA will drive the transformation of productivity and organizational structure in customer service and marketing.