Answering the question, the donkey's lips are not right, and repeated communication is still ineffective, "The AI customer service is driving people crazy, and they can't communicate, so they can't understand anything." Recently, a consumer said helplessly after communicating with the AI customer service of an e-commerce platform. This experience struck a chord with many netizens.
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 have no manual customer service when they use AI customer service, and AI customer service has become a "roadblock" to solve the problem.
Therefore, even though artificial intelligence has become the current science, and AI customer service has been widely used in all walks of life, people's impression of AI customer service is not good. "Customer service is AI, and it doesn't solve problems at all", "Intelligent customer service is not intelligent, there is no manual processing channel, and the problem can't be solved", "Changing numbers every day to harass, it's all AI customer service", on the third-party complaint platform, consumer complaints abound. On the Internet, people ridicule whether AI customer service is "artificial intelligence" or "artificial intellectual disability"?
The development of science and technology has brought great convenience to mankind. But when a technology triggers such widespread complaints, it's time to ask what went wrong with AI customer serviceIn fact, to be fair, AI customer service is not useless, and when answering some simple, standardized questions, AI responds faster than humans and has a high accuracy rate. For enterprises, the advantages of AI customer service are even more obvious. It has a low cost and can also be used 24 hours a day**, especially when the number of inquiries is large, and it can solve the problem of insufficient human customer service very quickly and easily. Therefore, it is understandable that a large number of enterprises widely use AI customer service.
However, AI is not a panacea, especially under the current technical conditions, AI customer service still has a big shortcoming. For example, when answering some personalized questions, the AI customer service either lists a series of useless answers, or slowly starts the voice broadcast, just like "chickens and ducks talk", which is no wonder that some consumers complain that "they are really angry to death". When consumers try to find human customer service, they find that AI customer service is "in the way", and they can't find human customer service.
"Driving people crazy" AI customer service and "stealth" human customer service are actually two sides of the same problem, both of which are the result of the shortage of human customer service and over-reliance on artificial intelligence in some enterprises. From the perspective of enterprises, it is certainly understandable to save labor costs. But at the end of the day, customer service exists to serve customers. When some "customer service" not only cannot serve customers, but brings trouble and trouble, what is the meaning of such "customer service"?In fact, if AI customer service wastes consumers' time, cannot effectively solve problems, or even causes consumer rights and interests to be damaged, then it is already suspected of infringing consumer rights and interests. In addition, some companies use AI customer service to frequently harass customers, which is suspected of infringing on consumers' privacy and other rights and interests.
The customer service department is the department that is in direct contact with customers, represents the image of the enterprise, and affects the goodwill of the enterprise. Professional and responsible customer service can create a good brand of the enterprise. And the "customer service" that will only be simple and repeated, and the answer is not the question, will inevitably quickly reduce the favorability of the enterprise in the hearts of consumers. AI customer service is a product of artificial intelligence, but AI customer service that "drives people crazy" is not intelligent and lacks service, which can only cause consumer dissatisfaction.
A responsible enterprise should have a responsible customer service department. Only by properly allocating the proportion of AI customer service and manual customer service, finely distinguishing specific use scenarios, and truly solving problems from the perspective of customers, rather than just from the perspective of saving costs and improving efficiency, can we reflect the "people-oriented" concept of enterprises and the convenience brought by new technologies to human beings. Otherwise, imagine that if AI customer service really drives customers "crazy", then the market may drive enterprises "crazy".
Special Commentator: Soil Velvet.
Upstream comment submission email: sypl2020@163com