There are more and more intelligent customer service, but the problem is difficult to solve. The reporter’s investigation found that some smart customer service providers can even help create obstacles in the back-end of customer service software, delaying the time for users to switch to manual customer service. Even if young people play with mobile phones, they can’t escape the obstacles. Some customer service does not seem to be used to serve customers, but to “administer customer dissatisfaction”, and customers ultimately dissatisfied. Go in a circle Seeing that the line is fast and has changed back to the “last place” Compared with no response, some other platforms at least provide online customer service channels. However, due to the limited number of human seats, users often have to fight wits with intelligent customer service first. Ms. Chen, who wanted to inquire about baggage consignment, opened the online customer service function in an airline’s APP. However, it was not the staff who greeted her, but the robot. Taking into account that the robot customer service is too strenuous to communicate, Ms. Chen directly enters “transfer to manual”, and the dialog pops up “I am transferring manual for you, please wait”, and the current queue position “13” is displayed. Two minutes later, Ms. Chen found that the number on the screen had decreased to “9”, thinking that the speed was not too slow, so she continued to wait. After another three minutes, the queue position has changed to “2”, and hope is right in front of my eyes. Seeing that the number finally reached “1”, when Ms. Chen was about to enter the question, the page suddenly jumped back to the original state, displaying “Manpower is being transferred for you, please wait.” Ms. Chen thought she had read it wrong, and read the chat records carefully, and found that the previous queue information had indeed disappeared. “As wit as me, the following questions can also help you!” In the link sent by the robot customer service, there was an item “Customer service phone is unanswered”. Ms. Chen then selected this item, and the dialogue gave “Transfer to manual”. Option, she continues to click, and the result page enters the queue state again. “Your current position in the queue is ’18’, please wait patiently…” Ms. Chen couldn’t understand. It was her turn just now, so how come you have to rearrange after a round of tossing? After another five minutes, Ms. Chen finally waited for “1”, and the result was “Return to before liberation overnight”. The robot still prompts “Manpower is being transferred for you, please wait a moment.” Ms. Chen was not reconciled, and continued to click “Transfer to Labor”, and a new round of queuing began. Three minutes later, when Ms. Chen was about to give up, the dialog box popped up, “My name is Dong, I am glad to serve you. May I help you.” It took a full 15 minutes and lined up three times before finally coming. It was really “coming out after a thousand calls.” Hide deep The customer service button hides and seeks manual service and disappears On a certain complaint website, the reporter found a lot of complaints about “cannot find the customer service of certain platform”. However, the reporter found that many of these platforms are not without customer service, but they are hidden deep, which is really not easy to find. To find customer service in the APP, the process is generally to first click “I” in the lower right corner, and then search for the “Customer Service” function in the interface. The customer service of some apps is not listed together with other functions, but is placed separately in the upper right corner, represented by a portrait of a small person wearing a headset. On a certain movie ticket booking platform, after the reporter clicked on “me”, the interface only had information such as orders and coupons. In the function list below, even the diversion entrance of the borrowing platform is clearly displayed, but there is no even the most basic customer service channel. The reporter rummaged through the APP and found out that it turned out that you had to click the small gear button in the upper right corner, and then click “About” to find the customer service number. In another travel app, the reporter searched the “I” page for a long time, but did not find the customer service button. According to the previous experience of looking for customer service on the booking platform, I clicked on the small gear in the upper right corner, but still could not find the customer service number. “Where is the customer service of this platform?” In the end, the search engine gave the answer. It turned out that the image of the villain next to the small gear was the customer service entrance. From the outside, this villain doesn’t have an iconic headset. It’s hard to think of what it has to do with customer service. Sometimes, even if you find a customer service after all the hard work, you will not be able to switch to manual service in the end. On a second-hand transfer platform, the reporter clicked on the “Customer Service Center”, and the “quick tools” were given at the top of the page, including fund unfreezing, consultation progress, reporting feedback, violation appeals, etc., and then listed some of the “hot concerns” issues. Turning to the bottom of the page, I finally saw the words “Contact Customer Service”. After selecting the type of question I want to consult, the “Smart Assistant” still pops up with a series of questions. Enter “Manual” in the dialog box, and the page displays only more lists, including buyer order issues, seller order issues, violation issues, fraud issues, etc., but “manual” is never seen. The reporter also tried to enter multiple keywords such as “manual”, “manual customer service” and “manual service”. The page gave the same results, except that there was no option for “manual”. There are routines “Being unsatisfied” depends on background settings Why does smart customer service sometimes appear to be very mentally retarded? Is it because the technical ability is not enough or someone deliberately did it? The reporter contacted a smart customer service provider as the demander. The salesperson said that the smart customer service supports various channels across the network, including websites, APPs, WeChat, official accounts, mini programs, Weibo, and H5 pages. However, depending on the price, The capabilities of intelligent robots will also vary. “One is a question and answer robot, which is a series of questions after the customer comes in, and the customer clicks to trigger the answer. This is also called a form robot. It is mostly used for pre-sales or after-sales questions and answers. Each question has a corresponding answer. To answer other questions from customers, the price is relatively cheap, as long as 2,999 yuan.” The sales staff recommended another simulation customer service robot to the reporter, “It is to chat with customers like humans. Humans can do basically robots. Many companies use it to replace manual customer service and reduce labor costs.” The other party said bluntly that the latter is much more expensive, and the annual cost of robots is 60,000. If the company’s human customer service is short of manpower, can smart robots use some means to keep customers in the self-service question and answer stage as much as possible? The supplier claims that this can be done. For example, when setting up the question and answer process of an intelligent robot, you can “place the node that is transferred to manual labor at a back position.” When receiving a customer’s request to transfer to manual customer service for the first time, the robot will not immediately transfer the customer to the manual queue, but will release some questions for the customer to choose. When the customer asks for manual transfer many times, then transfer to manual customer service. The reporter had a conversation with customer service robots on multiple platforms and found that when some robots could not understand the problem, they would actively ask if they needed to transfer to human customer service, which was more intimate. But there are also robots that cut meat like a blunt knife. Even if they don’t understand, they will simply reply “Cannot solve the problem, please change other keywords” instead of trying to give some optional questions, and they will not take the initiative to transfer to manual customer service. The smart customer service provider said that when robots can’t solve customer problems, whether to switch to manual labor immediately or not can also be set according to needs. “If you don’t want customers to switch to manual labor, you don’t even need to set the keyword “return manual.” (Source: Beijing Daily)
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