**: Beiqing Net.
From express delivery companies to online shopping platforms, from banking and finance to tourism, more and more businesses are beginning to use AI customer service and use intelligent voice and other technologies to serve users, which has achieved service standards and convenience to a certain extent, saving labor costs. At the same time, many users have found that some intelligent customer service is not intelligent and cannot identify problems, especially personalized problems, and some businesses use AI customer service without manual customer service, and AI customer service has become a "roadblock" to solve the problem. (Rule of Law, December 21**.)
With the development of artificial intelligence technology, many enterprises have begun to replace human customer service with robots, and AI customer service came into being. According to the "2023 China Intelligent Customer Service Market Report", the scale of China's intelligent customer service market has reached 66 in 2022800 million yuan, and it is expected that by 2027, the market size is expected to grow to 181300 million yuan.
Compared with traditional manual customer service, AI customer service is lower cost, more efficient, and can achieve 24-hour all-weather response, providing fast and accurate answers to common consumer questions. However, the shortcomings of AI customer service are also obvious. On the one hand, AI customer service only provides services according to preset Q&A templates, which is difficult to answer complex and personalized questions from consumersOn the other hand, AI customer service cannot conduct in-depth interaction and communication with consumers, and cannot solve practical problems such as consumers changing delivery times, returning goods and refunds, etc.
Based on this, the ideal way should be for AI customer service and human customer service to perform their respective duties and effectively connect. However, in reality, in order to save labor costs, some merchants rely excessively on AI customer service, or even cancel manual customer service altogether, resulting in poor communication between consumers and merchants, and repeated complaints, which seriously affects the consumer experience. According to the "Survey Report on Customer Service Convenience Consumption in the Context of Digitalization" released by the Jiangsu Provincial Consumer Protection Commission, 712% of consumers said that intelligent robots "answer questions that are not asked" and "answer questions intelligently".23.6% of consumers said that they could not find a human customer service, or that the human customer service was "kicking the ball".
According to the Consumer Rights Protection**, consumers have the right to know the truth about the goods they purchase or use or the services they receive. Proprietors shall give truthful and clear answers to consumers' inquiries about the quality and methods of use of the goods or services they provide. AI customer service has become a "roadblock" for consumers, infringing on consumers' right to know and violating the obligation of operators to provide true and comprehensive information. If AI customer service cannot handle returns, refunds and other issues in a timely manner, it will cause substantial damage to the legitimate rights and interests of consumers.
In fact, AI customer service has become a "roadblock" for consumption, which not only brings inconvenience to consumers, but also affects merchants. When they can't communicate effectively with customer service, or when it is difficult to communicate with them, some consumers will choose to vote with their feet, causing merchants to lose potential customers and orders. To this end, businesses must re-examine AI customer service, and not only consider their own costs and efficiency, but also ignore the feelings of consumers, resulting in a "lose-lose" situation. On the one hand, we will continue to improve the algorithm and improve the intelligence level of AI customer service. On the other hand, the use of AI customer service and human customer service is reasonably allocated, and AI customer service is given to reply to routine consultation questionsFor specific problems such as returns, refunds, and complaints, they will be resolved through manual customer service.
Since December 25, 2020, under the guidance of the Ministry of Industry and Information Technology of the People's Republic of China, the three major telecom operators have realized one-click customer service for the elderly. Seniors over the age of 65 can call the customer service of the three major telecom operators** and can directly enjoy manual consulting services, without having to go through complex voice prompts and number selection. Not only the elderly, but also other consumers also have the demand for one-click direct access to manual customer service. Relevant departments should formulate relevant standards and norms as soon as possible, urge businesses to open convenient channels, and protect consumers' right to choose manual customer service independently.