How can intelligent customer service avoid "intellectual disabilities"

Tech 2023-05-23 12:03:48 Source: Network

How can intelligent customer service avoid "intellectual disabilities"Xue Jing, Commentator of Weifang Rong MediaAccording to the Overseas Edition of People's Daily, the presence of intelligent customer service can be seen everywhere in many consumer scenarios such as online shopping returns and exchanges, mobile phone package exchanges, ticket refunds and changes, and bank transactions. Online instant response provides consumers with certain convenience, but at the same time, the situation of intelligent customer service being "unintelligent", such as answering questions incorrectly or repeatedly, and difficulty in switching to manual customer service, has been criticized by consumers

How can intelligent customer service avoid "intellectual disabilities"

Xue Jing, Commentator of Weifang Rong Media

According to the Overseas Edition of People's Daily, the presence of intelligent customer service can be seen everywhere in many consumer scenarios such as online shopping returns and exchanges, mobile phone package exchanges, ticket refunds and changes, and bank transactions. Online instant response provides consumers with certain convenience, but at the same time, the situation of intelligent customer service being "unintelligent", such as answering questions incorrectly or repeatedly, and difficulty in switching to manual customer service, has been criticized by consumers.

With the continuous development of artificial intelligence technology, intelligent customer service is widely used in many industries and has become a standard configuration for many enterprises. Especially for some internet companies, they vow to carry out "intelligence" to the end, making it difficult for consumers to find a manual customer service.

The use of intelligent customer service has indeed saved costs for enterprises, especially labor costs, and provided convenience for consumers, especially in solving common problems. It can also be online 24 hours a day, greatly reducing response time. But in actual use, the "roast voice" is much bigger than the "praise voice". When faced with complex problems or personalized needs, the performance of intelligent customer service is not satisfactory. Issues such as "not being intelligent enough", "not answering the right questions", "becoming a tool for enterprises to shirk responsibility", "replacing the position of manual customer service but not achieving the efficiency of manual customer service" have occasionally been reported.

I originally intended to provide consumers with more convenient services, allowing the public to enjoy the dividends of technological development, but as a result, intelligent customer service is often "not intelligent". On the one hand, the current artificial intelligence technology is not yet mature, and many enterprises have insufficient backend database data stock and lack higher-level algorithm support, resulting in intelligent customer service only being able to reply to some simple common problems. From the current usage situation, intelligent customer service has not yet reached the level of completely replacing manual customer service, and can only do some auxiliary work.

On the other hand, there is a lack of service awareness among enterprises. The significance of customer service lies in communication and exchange, resolving consumer needs as soon as possible, and dispelling their doubts. Especially with the diverse consumer demands, it is even more necessary for manual customer service to listen carefully and patiently. Turning a blind eye to these practical needs, we simply leave the problem to the machine and shirk responsibility if something goes wrong: "I have customer service, and I have already entrusted it to intelligent customer service." Over time, it will inevitably affect the long-term development of the enterprise.

Technology is people-oriented. The ultimate goal of every technological advancement should be to provide the public with a more convenient and comfortable experience, rather than adding obstacles. Artificial intelligence is the trend, and in the distant future, intelligent customer service, which has undergone technological iteration, may truly replace artificial customer service. At present, enterprises need to face the reasonable demands of consumers, find a balance between manual and intelligent customer service, improve the construction of artificial intelligence platforms, and fully leverage the advantages of manual customer service to maximize service channels. All parties should form a joint force, starting from user needs, accelerate the improvement of intelligent customer service systems and related technologies, strengthen regulatory guidance, provide more personalized and humanized customer service, and make intelligent customer service more intelligent.

Weifang Daily All Media Reporter: Xue Jing/Wen

Image sourced from the internet

Editor in charge: Feng Xiaojian

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