Addressing the pain points of high computational costs and significant latency associated with deep learning models on small and medium-sized e-commerce platforms, this study proposes a lightweight sentiment perception and hierarchical response system based on Snow NLP optimization. By refactoring the inference logic to reduce instantiation overhead, the system constructs a multi-level response engine to enable automated interventions. Experimental results indicate that, while maintaining an accuracy of 82.2%, the system's operational efficiency improves by 34.33% compared to the baseline, achieving a response speed 24.5 times faster than BERT. This research demonstrates that lightweight models can expand business depth even under extremely low computing power, offering small and medium-sized enterprises an intelligent customer service solution that balances efficiency with real-time response capabilities. Future work will focus on integrating continuous learning mechanisms to seamlessly adapt to evolving e-commerce terminologies and exploring multi-lingual support. Additionally, expanding the system to handle multi-modal inputs, such as customer emojis and voice snippets, will further enhance interactive experiences while strictly preserving the model's lightweight architecture and low computational footprint.
Research Article
Open Access