Flowchart: Smart Customer Service Market — Three Tiers, Three Paths

VISUAL STRUCTURE

A decision flow diagram showing the three market tiers and how teams choose their path.

ZONES

Entry Question (top center, large): "你要自建还是购买？" Prompt box with border

Three branching paths (left → center → right):

PATH 1 (Left) — "买商业 SaaS"

• Condition: "无技术团队 / 不想养技术"
• Products (icon+name in boxes):
  • Zendesk ($55-169/座席/月)
  • Intercom ($0.99/outcome)
  • Sierra (AI原生)
  • 国内SaaS (网易七鱼/智齿/Udesk)
• Note: "即开即用，功能固化"

PATH 2 (Center) — "二次开发"

• Condition: "有研发团队 / 需要定制"
• Products:
  • Dify (141k ★ / $59-159/月)
  • FastGPT (28k ★ / ¥10,000+/月)
  • Flowise (52.7k ★ / 免费)
  • Botpress (14.7k ★ / $79+/月)
• Note: "积木式搭建，灵活但有工程成本"

PATH 3 (Right) — "完全自建"

• Condition: "ML团队 / 核心差异化"
• Products:
  • LangChain (136k ★ / MIT)
  • 从框架层写起
• Note: "完全掌控，代价是时间"

CROSS-CUTTING (bottom area):

Third tier — 云厂商方案 (faded band across all three) "阿里云/腾讯云/AWS Lex/Google DialogFlow — 全家桶捆绑"

DECISION ANNOTATIONS on arrows:

• Path 1 arrow: "快速启动 → 功能受限于SaaS节奏"
• Path 2 arrow: "灵活性高 → 需要持续维护"
• Path 3 arrow: "完全控制 → 5-10x工程量"

COLORS

• Path 1: warm orange zone
• Path 2: blue zone
• Path 3: purple zone
• Background: white with subtle grid

STYLE

• Clean blueprint flowchart
• Connected boxes with clear arrows
• Chinese labels
• Professional yet readable