Netizens said that in 2023, it will only take one step to connect to human customer service, and the first person to respond will always be AI customer service

According to news on December 22, the Weibo topic "How many steps does it take to connect to manual customer service" attracted attention. This topic resonated with many netizens.

A netizen said that when you choose to seek help from customer service, the first answer will always be AI customer service, and the answer will always be wrong and laborious.

Some netizens joked: The result of the popularization of intelligent customer service is that users can no longer find manual customer service.

According to reports from many domestic media, most Internet platforms currently provide intelligent customer service, but "intelligent customer service" is not intelligent, and because of the existence of "intelligent customer service", it actually increases the cost for consumers to find manual customer service .

Some media have found that the customer service of most platforms is answered first by AI customer service by default. Only by manually entering "manual customer service", or describing the problem and AI customer service cannot solve it, can the customer service be transferred to manual customer service.

Industry insiders pointed out that enterprises hope to promote intelligent customer service, reduce manual pressure, and reduce operating costs. At the same time, they have set up a series of transfer logic for users, but these logics have become "obstacles". On the one hand, they do not solve the problem; This deepens consumers’ distrust of smart customer service.

I hope that companies will increase their customer service manpower, rather than letting AI customer service pointlessly "embarrass" consumers.

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