Many companies now use smart customer service systems to respond to consumer inquiries, complaints, etc. However, have you encountered any of the following situations during use? The waiting time is long, the system cannot read the key words, the answer is dull, and the answer is not what you asked. These problems make consumers feel very inconvenient.
intelligent customer service "can't understand people"? Consumers are very disturbed
With AI blessing, intelligent customer service should be more efficient and convenient, but many consumers of often encounter 1span in actual use Answer questions such as unasked questions, long waits, and endless loops of operation.
Consumers: Many standard dialects can’t solve the problem at all, so I have to keep looking for it, maybe I have been back and forth for more than 10 minutes, and finally failed to find my request.
During the interview, some consumers also said that some complex and personalized problems are difficult to solve through intelligent services in different categories.
Consumer: For example, ask a few questions,Its answers are all a kind of content, and at this time I can only seek manual customer service to solve it.
However, the reporter found in the interview that the manual customer service of many merchants also seems to be "absent" , not only is it difficult for consumers to find the entrance of manual customer service on the interface, even if it is The waiting time for manual customer service access is also very long.
Consumers: If you wait for manual customer service, you have to stay in that interface for 10 minutes, and the problem may not be solved.
According to the data from the Black Cat Complaints platform, since January 2020, there have been more than 2,100 complaints related to intelligent customer service, and the trend is continuing to increase.
Intelligent customer service for cost reduction and efficiency enhancement has been favored by enterprises
is not so intelligent in recent years, but reporters have found that in recent years, " is not so intelligent" Companies are accelerating growth, The number of registered companies using "smart customer service" in 2020 will double the number in 2018. Why do businesses favor smart customer service?
For merchants, smart customer service is online 24 hours a day, which greatly shortens the response time. After this bank opened smart customer service, it not only greatly reduced labor costs, but also increased it. Improve the bank’s operational efficiency.
Tian Tian, Deputy Director of the Digital Finance Department of China CITIC Bank: Our total number of online intelligent customer service calls in 2020 is about 5 million. Nearly 20 million passes, which is equivalent to a labor cost saving of more than 90 million yuan. Our current daily service volume for a human agent is about 240, and the online intelligent customer service can reach 13,500 a day, and there is no problem with 20,000 calls at peak times.
The project leader of another Internet company told reporters that in the first half of 2021, the number of users of smart customer service exceeded one million per day. In the face of various inquiries from consumers, the current smart customer service can handle about 80% of the Simple question.
It is understood that the business model of intelligent customer service generally includes two types,One is that smart customer service companies open smart customer service accounts to users through the cloud. The degree of customization is not high . The charge for an account ranges from a few hundred to tens of thousands of yuan a year. This type of service SMEs purchase more.
The other is a customized model. Smart customer service companies can develop flexibly according to the business needs of service buyers, and solve problems more accurately and individually. The service price of ranges from hundreds of thousands to millions of yuan. between. This type of service is mainly for some large enterprises. Industry insiders believe that because the underlying technology of intelligent customer service is universal, the cost that companies need to invest in development is limited, which is much cheaper than labor costs.
Intelligent customer service technology is to be upgraded. Manual customer service is indispensable.
It seems that the enterprise has benefited from the use of intelligent customer service system. Many troubles cannot be ignored. How can we achieve a balance between the two?
To make intelligent customer service "understand" human expressions and make accurate responses, better speech recognition technology, natural language understanding and generation, and more natural speech synthesis are needed. These are the difficulties in the field of artificial intelligence research.
According to the "Research Report on China's Intelligent Customer Service Industry in 2020" released by an Internet platform,The market size of basic intelligent customer service software is around 10 billion yuan. In the future, with the acceleration of artificial intelligence technology, the intelligent customer service industry is expected to usher in a market increase of 30 billion to 60 billion yuan.
Experts believe that in addition to the continuous optimization and improvement of the technical level, manual customer service is also indispensable, and human-machine coordination should be used to better respond to consumer demands.
Huang Hao, researcher at the Institute of Financial Strategy, Chinese Academy of Social Sciences: We must correctly understand intelligent customer service or artificial intelligence. We work. So in any case, I think manual customer service is indispensable.
smart customer service cannot be reduced to "playing the piano" For a long time, it can be called "playing the piano against the cow". Not only did the problem remain unresolved, but it also went around the corner. That mood can only be described in four words: add fuel to the fire.
Some netizens complain about it, and now calling customer service has become a technical job.Young people have to be highly concentrated in operation, and it is even more difficult for the elderly to operate. Therefore, businesses shouldn’t just think about saving costs and ignore the consumer’s experience.
While optimizing the design of intelligent customer service, manual customer service must not be absent. Effective connection between intelligent customer service and manual customer service should be made. Achieve the "one-click transfer" of manual customer service, and truly put customer service in the first place .
Source: CCTV Finance
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