It was learned from Xianyu that Xianyu has upgraded its "small court" dispute resolution mechanism by building a more professional reviewer model, optimizing the task allocation model, and accurately matching the corresponding dispute cases according to the categories that the reviewers are good at to ensure the accuracy of case review.
The focus of this upgrade is to establish a vertical field reviewer group. Based on user historical review behavior data, the platform has screened out more than 400,000 active users, classified them into 10 vertical fields including "instruments", "fashion accessories", "two-dimensional", "3C digital", "games" and "emerald gold jewelry", and built a professional review model based on AI capabilities. When a dispute occurs, the system automatically matches no less than 5 professional reviewers in related fields with ordinary users to form a "jury" to ensure the professionalism and accuracy of the review results.
Xianyu Small Court injects the concept of "relying on the masses and solving problems at the source" from the "Maple Bridge Experience" into platform governance. Data shows that during the trial operation, the resolution rate of dispute cases involving professional reviewers increased by 13 percentage points. Especially in two-dimensional product disputes, the efficiency of dispute resolution caused by defects has been significantly improved.
The person in charge of Xianyu Small Court said that this upgrade is the digital interpretation of this concept: "By cultivating the 'expert' group within Xianyu, users' problems will be reviewed by more knowledgeable users, and the platform will provide rules and technical support. In the future, we will also gradually expand the proportion of professional reviewers participating in the selection and improve the accuracy of the review results."
In addition, Xianyu has also adopted a new reviewer admission examination process, including three types: ordinary reviewer examination, category professional reviewer examination and legal consultant reviewer examination. If you pass the examination, you can become a trainee reviewer and participate in the review of disputes. The "evaluator growth system" was launched to establish corresponding evaluator levels based on the evaluators' evaluation accuracy, evaluation seriousness, and evaluation professionalism. Different evaluator levels can be exchanged for different rights and interests.
In 2024, among the cumulative dispute cases handled by Xianyu Small Court, 92% completed the closed loop at the community level, and only 8% were upgraded to platform customer service intervention.