seat scheduling

Bilibili Tech

Nov 19, 2024 · Backend Development

Evolution and Design of Bilibili Customer Service Seat Scheduling System

The article traces Bilibili’s customer‑service seat scheduling system from its initial balanced‑distribution algorithm and Redis‑based priority queues for live chat and ticket handling, through fairness‑focused saturation limits and virtual‑queue mechanisms, to planned dynamic tuning and expertise‑aware routing for future scalability.

Load BalancingRedisbackend architecture

0 likes · 23 min read

Evolution and Design of Bilibili Customer Service Seat Scheduling System

Bilibili Tech

Aug 15, 2023 · Backend Development

Bilibili Customer Service System Architecture and Implementation

The article explains Bilibili's self‑developed customer‑service platform, describing its modular architecture, core workflows, and implementation of features such as intelligent QA with Faiss vector search, Redis‑based seat scheduling, a robust workstation, permission control, and exploration of large language models, highlighting improvements in interception rate, satisfaction, and handling time.

Customer Service SystemFaiss vector searchLarge Language Models

0 likes · 20 min read

Bilibili Customer Service System Architecture and Implementation