Conversation-as-a-Service, without redirection or repetition, ZENAVA makes customer service smarter

Today, as AI is rapidly permeating every industry, many enterprises have already deployed “intelligent customer service.” Yet customer feedback is often hard to describe: robotic tone, repeated questions, failure to understand real issues, and no smooth handoff to a human agent…

“82% of users say they would rather wait in line for a human agent than talk to a cold, unhelpful bot.” This isn’t a joke—it’s the reality of many so-called intelligent customer service systems.

Why does this happen? Because a lot of “AI customer service” is essentially just a talking FAQ. It can chat—but it can only chat.

Recently, Tianrun Rongtong launched its conversational AI, ZENAVA, which is fundamentally changing that. ZENAVA doesn’t just “respond fluently”—it can also take action: it understands complex requests, automatically triggers operations, and makes “one sentence gets the service done” a reality.

ZENAVA: Natural Interaction, Like Talking to a Real Person

To understand what makes ZENAVA different, start with how it converses.

Traditional AI conversations are like navigating a “menu.” You must hit the right keywords to enter the correct flow; otherwise, you fall into an endless loop of “Please say that again.” The moment your wording isn’t standardized, the system simply “doesn’t understand.”

ZENAVA, however, truly understands natural language. Users don’t need to speak in rigid templates or perfect phrasing. They can describe the problem the way they’d talk to a friend, and the AI can identify intent, respond appropriately, sense emotion, and proactively ask for key details—bringing back the feel of real human interaction.

For example, a traditional bot might ask:

“Please select your issue type: 1) Order inquiry, 2) After-sales service, 3) Others.”

With ZENAVA, you can simply say:

“My smart lock won’t open—what should I do?”

ZENAVA understands it’s an after-sales request and can immediately initiate diagnostics or dispatch a repair workflow.

From “Can Talk” to “Can Do”: Closing the Service Loop

In the past, AI customer service could only “tell you what to do,” but could never take the final step: “Let me do it for you.”

Take an internal IT support scenario. Previously, when an employee’s computer broke down, they had to contact IT, explain the situation, receive a ticket link, fill out a form, and submit it—complex and time-consuming.

After integrating ZENAVA, the employee only needs to type one sentence—

“My computer is broken. I need a repair request.”

The AI can automatically generate the ticket and complete the follow-up workflow—simple and efficient.

In an implementation at a global beverage giant, ZENAVA already handles a wide range of requests such as third-party account extensions, AVD account unlocks, VD password resets, and employee account renewals. In just 20 days after go-live, ZENAVA completed 1,625 business operations—an average of 81 issues solved per day—significantly improving internal service efficiency.

Smart Lock Troubleshooting: AI Seamlessly Takes Over

Consider after-sales troubleshooting for smart locks. Customers describe the on-site situation to support; technicians analyze the description, images, and other information to identify the root cause and provide a solution.

Historically, this required heavy human involvement—partly because it relies on multiple types of information (images, voice, text), and partly because traditional voice bots sound too mechanical, making customers instantly recognize “this is a bot,” which drives up human handoff rates.

With ZENAVA in place, the entire service process can be seamlessly handled by AI. Thanks to multimodal capabilities, ZENAVA understands text, recognizes voice and images, and communicates with customers through voice conversations that feel almost indistinguishable from a real person—making it difficult to tell whether it’s AI or human.

In real deployments, ZENAVA can complete 2,000+ troubleshooting tasks per day, saving approximately 30% in labor costs—turning intelligence into real operational efficiency.

A Shift in the Service Paradigm

From customer service to internal support and beyond, more enterprises are handing their service entry points to conversational AI. This is not only about lower labor costs and higher efficiency—it represents a fundamental shift in how service works.

Today, Tianrun Rongtong’s conversational AI product ZENAVA has already been adopted across multiple industries, including consumer electronics, retail chains, home & appliances, software services, and industrial equipment.

When “conversation” becomes the new interface, it’s not just a bridge between people—it becomes the most natural connection between enterprises and customers, and between people and services. In the future, services will return to the simplest and most intuitive form: conversation.

In this new era of “conversation as service,” ZENAVA is becoming a key force that connects enterprises with customers—helping more businesses achieve: one sentence to reach the right service, one conversation to resolve the issue.