The advantages of AI customer service substitution are fully demonstrated. It will take time for demand matching and popular application.

From the era of manual call centers, we have experienced the application of IVR process design, online customer service systems, etc., and have developed to today's artificial intelligence (AI) customer service. As an important window for serving customers, the customer service industry has always stood at the forefront of the times, constantly using new technologies to develop new productivity, and moving towards high efficiency, high quality, high service, and personalized, all-weather customer service.

With the increase in the number of customer groups and the rapid increase in labor service costs, how to use new generation information technologies such as artificial intelligence and big data to promote customer service centers in various industries from labor-intensive to intelligent , refinement, and refined technological transformation and upgrading have become important issues facing many industries.

Thanks to the continuous advancement of artificial intelligence technology and the rapid expansion of scenario-based applications, customer service has also begun to enter the stage of artificial intelligence customer service. The new generation of intelligent customer service with conversational AI technology as the core is gradually maturing, providing customer service The center solves many pain points such as the large number of customers (peak call volume), wide scope, and low efficiency of manual services. It provides new ideas for improving the quality and efficiency of marketing services and maximizing business results.

Specifically, compared with manual customer service, artificial intelligence customer service has the ability to be on call “7*24 hours, 365 days a year”, improve work efficiency, reduce labor costs, provide personalized services, and promote cross-selling and up-selling. Opportunities and other advantages. For example, artificial intelligence customer service is on call around the clock, ready to solve users' problems in consultation, procurement, transactions, after-sales, etc., which can greatly enhance the coverage of customer service scenarios with low-cost investment.

However, for now, the customer service industry is still a combination of "artificial AI". Most simple questions are answered by artificial intelligence customer service, such as assisting human customer service to master customer information, understand the progress of past communication, and prompt standard words. It can effectively improve customer service efficiency and help new customer service staff get started quickly. Complex issues still require manual customer service follow-up.

Some people in the industry believe that in the early stages of artificial intelligence customer service, there is no optimal solution that can fully adapt to all walks of life. It is also necessary to accumulate industry knowledge base (corpus) according to the needs of each walk of life and continue to accumulate , "Learn" the massive data of the industry, so that the technical logic can be more in line with the "intelligent customer service personnel" needed by all walks of life.

In the context of the gradual disappearance of the demographic dividend, increasing labor costs and increasing business access channels, reducing staff and increasing efficiency has become a consensus in corporate operations. Artificial intelligence customer service will develop rapidly at the technical layer and application layer, and will gradually replace traditional manual customer service. However, in the short term, human customer service and artificial intelligence (AI) customer service will still complement each other. At present, artificial intelligence customer service cannot completely replace human customer service.

It is true that, benefiting from the continuous progress of artificial intelligence technology, in the near future, artificial intelligence customer service is expected to be on the front line of customer service and become the first "human" representative for communication between users and enterprises. ​

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