With the rapid development of artificial intelligence technology, AI customer service has been widely used in many industries such as e-commerce, logistics and telecommunications. The introduction of this technology has greatly improved the efficiency of customer service and reduced the operating costs of the enterprise. However, despite the increasing popularity of AI customer service, the positions of artificial customer service are still listed as scarce skilled occupations in many places, showing their irreplaceability in some fields.
According to Workers' Daily, during the investigation, the reporter found that many people engaged in manual customer service were mostly from rural areas. The work pressure and intensity of these positions are generally high, resulting in frequent personnel mobility. Many employees often feel physically and mentally exhausted when facing high-intensity work and complex customer needs, which is one of the main reasons for the high turnover rate.
Professor Liang Kongming from Beijing University of Posts and Telecommunications pointed out that the current AI customer service is not in a fashion-forward way to deal with complex problems, and it is difficult to accurately identify and reply. Although technology is constantly improving, users' expectations for AI customer service are also increasing, which makes the problem of its intelligence more obvious. Professor Liang believes that AI customer service performs well when dealing with simple and repetitive tasks, but when facing complex and personalized problems, manual customer service still needs to be involved.
With the continuous popularization of AI customer service and the acceleration of enterprise digital transformation, the positions of manual customer service have been listed as urgently needed talents. Human resources and social security departments in many provinces and cities have included "customer service administrators" in the list of scarce occupations. This phenomenon shows that although AI technology has advantages in some aspects, the role of manual customer service cannot be ignored in actual applications.
Experts say that although AI customer service has advantages in improving efficiency, there are still shortcomings in dealing with personalized and complex problems. Therefore, in the process of transformation, enterprises need to find a way to complement each other between manual customer service and AI customer service. By combining AI customer service with manual customer service, enterprises can improve efficiency while ensuring that customer needs are fully and accurately met. At the same time, experts suggest that enterprises should protect the rights and interests of manual customer service and reduce their psychological pressure to improve work efficiency and service quality.
In general, the popularity of AI customer service has brought significant efficiency improvements to all industries, but the role of manual customer service is still irreplaceable when dealing with complex and personalized problems. In the process of digital transformation, enterprises should pay attention to the coordinated development of AI customer service and manual customer service to ensure the quality and efficiency of customer service. At the same time, enterprises should also pay attention to the working environment and rights protection of manual customer service to reduce personnel mobility and improve overall service level.