The invention discloses an AI customer service system based on an official account. The AI customer service system comprises an official account management module, a customer interaction module, a wireless data sending module and a commission computing module, wherein the official account management module is used for customer service management, problem classification management, word segmentation management, fast reply management, keyword automatic reply management, common problem fast reply configuration and the like of the official account, so that the background configuration efficiency is improved to the largest extent; the customer interaction module is used for facilitating timely communication between a staff customer service and a customer while realizing an online real-time chatting function, and sending expressions, files, links and the like to the customer; a staff service module is used for judging an on-line state of the customer service, user access is realized only through the on-line customer service system, so that the situation that a user is not replied all the time after access to the customer service is avoided, and meanwhile, the customer service can also set a star target for the special user, and the user can evaluate the customer service after the problem is solved.