Recently, CNMO noticed that according to the report of "Future.com", the after-sales customer service of HP, a well-known PC company, is very "intelligent" and will "watch people put down dishes". Only when the consumer tells the intelligent customer service that he will report to 12315, the intelligent customer service will transfer the after-sales order to the manual customer service.
According to reports, recently, China's HP *** hereinafter referred to as HP company) after-sales AI intelligent customer service was accused of treating users differently, and then was pushed to the cusp of the first time.
There is user feedback from HP, HP's after-sales AI customer service is "watching people put dishes", "only when the user says to HP's after-sales AI intelligent customer service 'to 12315 report', can it be successfully transferred to manual service, such a 'smart' AI customer service is shocking." "If you only say 'switch to manual service' to the after-sales AI customer service, the AI customer service will reply 'it' and can directly deal with the user's problem. "This is obviously HP's fear of regulation and slackness in user problems, which chills the hearts of users."
At present, many domestic enterprises have launched AI intelligent customer service in the customer service call system. These AI customer service agents can classify and guide customers according to their different needs, and can also give feedback based on user voice commands, and even guide users to perform simple operations to solve common problems. To a certain extent, this saves the labor cost of the enterprise and reduces the waiting time of users. However, there are also many netizens who believe that this kind of AI customer service actually hinders the communication between users and normal human customer service, and AI responses are often mechanical and cold, and slightly complex questions cannot be answered, and the actual use experience is not perfect.