我要这客服有何用？
<p style="outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;letter-spacing: 0.544px;text-wrap: wrap;background-color: rgb(255, 255, 255);visibility: visible;" data-mpa-powered-by="yiban.io"><br/></p><p></p><section style="font-size: 16px;margin-left: 8px;margin-right: 8px;"><section style="margin: 5px 0% 10px;display: flex;flex-flow: row nowrap;text-align: left;justify-content: flex-start;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: 60px;height: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;flex: 0 0 auto;align-self: flex-start;z-index: 1;border-width: 0px;"><section style="" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="text-align: center;font-size: 26px;color: rgb(255, 255, 255);" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">我</span></strong></p></section></section></section><section style="transform: perspective(0px);transform-style: flat;" powered-by="xiumi.us"><section style="text-align: center;transform: rotateY(180deg);margin-top: -1px;margin-right: 0%;margin-left: 0%;"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="display: inline-block;vertical-align: top;width: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 10px 20px;height: auto;background-color: rgb(233, 250, 255);align-self: flex-start;flex: 100 100 0%;margin-top: 30px;margin-right: 30px;margin-left: -30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);font-size: 17px;text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">“我想在朋友生日当天再送货，可以帮忙联系快递员吗？”</span></strong></p></section></section></section><section style="margin: 5px 0% 10px;text-align: right;justify-content: flex-end;display: flex;flex-flow: row nowrap;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: auto;align-self: flex-start;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 15px 20px;flex: 100 100 0%;height: auto;background-color: rgb(233, 250, 255);margin-top: 30px;margin-right: -30px;margin-left: 30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">“不好意思，不确定您要表达的意思。”</span></strong></p></section></section><section style="display: inline-block;vertical-align: top;width: 60px;align-self: flex-start;flex: 0 0 auto;height: auto;"><section style="text-align: left;" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="font-size: 26px;color: rgb(255, 255, 255);text-align: center;" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">AI</span></strong></p></section></section></section><section style="text-align: center;margin-top: -1px;margin-right: 0%;margin-left: 0%;transform: translate3d(-5px, 0px, 0px);" powered-by="xiumi.us"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="margin: 5px 0% 10px;display: flex;flex-flow: row nowrap;text-align: left;justify-content: flex-start;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: 60px;height: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;flex: 0 0 auto;align-self: flex-start;z-index: 1;border-width: 0px;"><section style="" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="text-align: center;font-size: 26px;color: rgb(255, 255, 255);" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">我</span></strong></p></section></section></section><section style="transform: perspective(0px);transform-style: flat;" powered-by="xiumi.us"><section style="text-align: center;transform: rotateY(180deg);margin-top: -1px;margin-right: 0%;margin-left: 0%;"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="display: inline-block;vertical-align: top;width: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 10px 20px;height: auto;background-color: rgb(233, 250, 255);align-self: flex-start;flex: 100 100 0%;margin-top: 30px;margin-right: 30px;margin-left: -30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);font-size: 17px;text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">“可以帮我备注‘两天后再配送’吗？”</span></strong></p></section></section></section><section style="margin: 5px 0% 10px;text-align: right;justify-content: flex-end;display: flex;flex-flow: row nowrap;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: auto;align-self: flex-start;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 15px 20px;flex: 100 100 0%;height: auto;background-color: rgb(233, 250, 255);margin-top: 30px;margin-right: -30px;margin-left: 30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">“亲，这个问题难倒我了。”</span></strong></p></section></section><section style="display: inline-block;vertical-align: top;width: 60px;align-self: flex-start;flex: 0 0 auto;height: auto;"><section style="text-align: left;" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="font-size: 26px;color: rgb(255, 255, 255);text-align: center;" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">AI</span></strong></p></section></section></section><section style="text-align: center;margin-top: -1px;margin-right: 0%;margin-left: 0%;transform: translate3d(-5px, 0px, 0px);" powered-by="xiumi.us"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="margin: 5px 0% 10px;display: flex;flex-flow: row nowrap;text-align: left;justify-content: flex-start;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: 60px;height: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;flex: 0 0 auto;align-self: flex-start;z-index: 1;border-width: 0px;"><section style="" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="text-align: center;font-size: 26px;color: rgb(255, 255, 255);" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">我</span></strong></p></section></section></section><section style="transform: perspective(0px);transform-style: flat;" powered-by="xiumi.us"><section style="text-align: center;transform: rotateY(180deg);margin-top: -1px;margin-right: 0%;margin-left: 0%;"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="display: inline-block;vertical-align: top;width: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 10px 20px;height: auto;background-color: rgb(233, 250, 255);align-self: flex-start;flex: 100 100 0%;margin-top: 30px;margin-right: 30px;margin-left: -30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);font-size: 17px;text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">“我需要人工客服。”</span></strong></p></section></section></section><section style="margin: 5px 0% 10px;text-align: right;justify-content: flex-end;display: flex;flex-flow: row nowrap;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: auto;align-self: flex-start;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 15px 20px;flex: 100 100 0%;height: auto;background-color: rgb(233, 250, 255);margin-top: 30px;margin-right: -30px;margin-left: 30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">“人工客服忙，智能客服为您服务，请问有什么可以帮您？”</span></strong></p></section></section><section style="display: inline-block;vertical-align: top;width: 60px;align-self: flex-start;flex: 0 0 auto;height: auto;"><section style="text-align: left;" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="font-size: 26px;color: rgb(255, 255, 255);text-align: center;" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">AI</span></strong></p></section></section></section><section style="text-align: center;margin-top: -1px;margin-right: 0%;margin-left: 0%;transform: translate3d(-5px, 0px, 0px);" powered-by="xiumi.us"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="margin: 5px 0% 10px;display: flex;flex-flow: row nowrap;text-align: left;justify-content: flex-start;" powered-by="xiumi.us"><section style="display: inline-block;vertical-align: top;width: 60px;height: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;flex: 0 0 auto;align-self: flex-start;z-index: 1;border-width: 0px;"><section style="" powered-by="xiumi.us"><section style="display: inline-block;width: 50px;height: 50px;vertical-align: top;overflow: hidden;border-width: 0px;border-radius: 50%;border-style: none;border-color: rgb(62, 62, 62);box-shadow: rgba(255, 255, 255, 0) 2px 3px 0px;background-color: rgb(139, 207, 224);padding: 4px;"><section style="text-align: center;font-size: 26px;color: rgb(255, 255, 255);" powered-by="xiumi.us"><p><strong><span style="font-size: 16px;">我</span></strong></p></section></section></section><section style="transform: perspective(0px);transform-style: flat;" powered-by="xiumi.us"><section style="text-align: center;transform: rotateY(180deg);margin-top: -1px;margin-right: 0%;margin-left: 0%;"><section style="display: inline-block;width: 16px;height: 20px;vertical-align: top;overflow: hidden;line-height: 0;letter-spacing: 0px;"><section style="margin-right: 0%;margin-left: 0%;line-height: 0;" powered-by="xiumi.us"><section style="vertical-align: middle;display: inline-block;line-height: 0;width: 90%;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;"></section></section></section></section></section></section><section style="display: inline-block;vertical-align: top;width: auto;box-shadow: rgba(255, 255, 255, 0) 0px 0px 0px;padding: 10px 20px;height: auto;background-color: rgb(233, 250, 255);align-self: flex-start;flex: 100 100 0%;margin-top: 30px;margin-right: 30px;margin-left: -30px;border-style: solid;border-width: 1px;border-color: rgb(98, 169, 187);"><section style="color: rgb(106, 106, 106);font-size: 17px;text-align: justify;" powered-by="xiumi.us"><p style="text-wrap: wrap;"><strong><span style="font-size: 16px;">……</span></strong></p></section></section></section></section><p></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">以上对话发生在北京市民邹女士和电商平台某店铺<span style="font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;font-size: 15px;letter-spacing: 0.578px;text-wrap: wrap;background-color: rgb(255, 255, 255);">AI</span>客服之间。在与<span style="font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;font-size: 15px;letter-spacing: 0.578px;text-wrap: wrap;background-color: rgb(255, 255, 255);">AI</span>客服反复对话无果后，邹女士试图通过官方电话联系快递员，让其按自己希望的时间送货。可令她没想到的是，快递电话也是<span style="font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;font-size: 15px;letter-spacing: 0.578px;text-wrap: wrap;background-color: rgb(255, 255, 255);">AI</span>客服回复，费了一番劲儿沟通也没能解决她的问题。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">“AI客服快把人逼疯了，没法沟通，怎么都说不明白。”邹女士无奈道。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p style="text-align: center;"><br/></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">态度客气，但答非所问；表示理解，却不提解决方案；总在抱歉，又无法转接人工……不少消费者对AI客服机械式的回复、“套娃”般的说辞、永远排队的人工客服等一系列“槽点”深感困扰：AI客服到底方便了谁？</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p style="text-align: center;"><span style="font-size: 15px;letter-spacing: 0.578px;background-color: rgb(255, 255, 255);font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;text-align: justify;"></span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">近年来，随着新兴技术的快速普及，越来越多商家在客户服务方面引入了人工智能。从日常网购、收发快递、订票出行到金融开户、投资评估、保险理赔，AI客服已经广泛应用于各行各业。数据显示，AI客服应用在零售电商领域达84%，旅游出行领域达79%，在政务、教育、运营商、文娱传媒等领域渗透率均超一半。《2023年中国智能客服市场报告》显示，2022年中国智能客服市场规模已达66.8亿元，预计到2027年，市场规模有望增长至181.3亿元。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p></p><section style="margin-bottom: 0px;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;letter-spacing: 0.544px;text-wrap: wrap;background-color: rgb(255, 255, 255);font-size: 16px;"><section powered-by="xiumi.us" style="margin-top: 10px;margin-bottom: -3px;outline: 0px;text-align: left;justify-content: flex-start;display: flex;flex-flow: row nowrap;"><section style="padding-right: 11px;padding-left: 11px;outline: 0px;display: inline-block;vertical-align: top;width: auto;align-self: stretch;flex: 0 0 auto;background-image: linear-gradient(90deg, rgb(48, 97, 207) 0%, rgb(212, 165, 206) 100%);min-width: 5%;height: auto;"><section powered-by="xiumi.us" style="margin-top: 2px;margin-bottom: -2px;outline: 0px;text-align: center;"><section style="outline: 0px;color: rgb(255, 255, 255);"><p style="outline: 0px;"><strong style="outline: 0px;">AI客服的优势与劣势</strong></p></section></section></section><section style="outline: 0px;display: inline-block;vertical-align: top;width: auto;align-self: stretch;flex: 0 0 auto;min-width: 5%;height: auto;line-height: 0.1;"><section powered-by="xiumi.us" style="outline: 0px;"><section style="outline: 0px;display: inline-block;width: 0px;height: 0px;vertical-align: top;overflow: hidden;border-style: solid;border-width: 0px 12px 29px 0px;border-color: rgba(255, 255, 255, 0) rgba(255, 255, 255, 0) rgb(208, 163, 206);"><section powered-by="xiumi.us" style="outline: 0px;text-align: justify;"><p style="outline: 0px;"><br data-filtered="filtered" style="outline: 0px;"/><br data-filtered="filtered" style="outline: 0px;"/></p></section></section></section></section></section></section><p></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="color: rgb(123, 12, 0);"><strong><span style="font-size: 15px;letter-spacing: 0.578px;">降低成本、便捷高效是AI客服受到青睐的重要因素。</span></strong></span><span style="font-size: 15px;letter-spacing: 0.578px;">相较于人工客服，AI客服能保持24小时在线服务，随时随地响应客户需求，不受时间空间的制约。特别是在繁忙时段，AI客服凭借语音识别、机器学习等技术，能够快速筛选和分流问题，短时处理大量请求，为用户提供更加精准、快捷、个性化的服务，从而提升服务效率、优化消费体验。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">AI客服的优势显而易见，但理想与现实总是存在落差。<span style="font-size: 15px;letter-spacing: 0.578px;color: rgb(123, 12, 0);"><strong>AI客服只会按照关键词回复，而无法给出针对性解决办法；难以感知语气和情感变化，容易误解客户需求，缺乏人文关怀。</strong></span>再加上转接人工客服遭遇种种障碍，导致消费体验大打折扣。总之，过分倚重AI客服不仅未能有效解决问题，反而有可能造成商家和消费者之间的沟通壁垒，甚至将小问题激化为大矛盾。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p style="text-align: center;"></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"></span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">对此，我们当然希望AI客服能更“聪明”一些。通过加强技术研发创新、持续优化迭代、建立反馈机制等多种方式，提升AI客服的智能化水平，帮助AI客服更好理解复杂问题，满足用户多样化需求。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p></p><section style="margin-bottom: 0px;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;letter-spacing: 0.544px;text-wrap: wrap;background-color: rgb(255, 255, 255);font-size: 16px;"><section powered-by="xiumi.us" style="margin-top: 10px;margin-bottom: -3px;outline: 0px;text-align: left;justify-content: flex-start;display: flex;flex-flow: row nowrap;"><section style="padding-right: 11px;padding-left: 11px;outline: 0px;display: inline-block;vertical-align: top;width: auto;align-self: stretch;flex: 0 0 auto;background-image: linear-gradient(90deg, rgb(48, 97, 207) 0%, rgb(212, 165, 206) 100%);min-width: 5%;height: auto;"><section powered-by="xiumi.us" style="margin-top: 2px;margin-bottom: -2px;outline: 0px;text-align: center;"><section style="outline: 0px;color: rgb(255, 255, 255);"><p style="outline: 0px;"><strong style="outline: 0px;">企业不应过分依赖AI</strong></p></section></section></section><section style="outline: 0px;display: inline-block;vertical-align: top;width: auto;align-self: stretch;flex: 0 0 auto;min-width: 5%;height: auto;line-height: 0.1;"><section powered-by="xiumi.us" style="outline: 0px;"><section style="outline: 0px;display: inline-block;width: 0px;height: 0px;vertical-align: top;overflow: hidden;border-style: solid;border-width: 0px 12px 29px 0px;border-color: rgba(255, 255, 255, 0) rgba(255, 255, 255, 0) rgb(208, 163, 206);"><section powered-by="xiumi.us" style="outline: 0px;text-align: justify;"><p style="outline: 0px;"><br data-filtered="filtered" style="outline: 0px;"/><br data-filtered="filtered" style="outline: 0px;"/></p></section></section></section></section></section></section><p></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">但是，在AI客服变得更“聪明”之前，<span style="font-size: 15px;letter-spacing: 0.578px;color: rgb(123, 12, 0);"><strong>企业不应过分依赖AI客服，而该给消费者多一个选项。</strong></span>尽管AI客服在处理基础性需求、标准化服务方面表现出色，但在需要情感理解和个性化关怀的场景中则显得力不从心。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p style="text-align: center;"><span style="font-size: 15px;letter-spacing: 0.578px;background-color: rgb(255, 255, 255);font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;text-align: justify;"></span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">客服工作是企业与消费者建立情感联系、提升品牌忠诚度的重要途径。企业应合理配置人工客服和AI客服，并设计二者切换的便捷通道，方便用户反馈诉求。如果只考虑成本和效率，以“响应”代替“解决”，而不关注用户的实际体验，无异于漠视消费者权益，切断了与用户沟通的桥梁。</span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;"><br/></span></p><p style="margin-bottom: 0px;letter-spacing: 0.578px;text-wrap: wrap;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;background-color: rgb(255, 255, 255);line-height: 2em;visibility: visible;"><span style="font-size: 15px;letter-spacing: 0.578px;">随着智能客服应用场景边界的不断扩展，面对部分企业客服过度“AI化”的现象，相关部门也应加强监督，避免企业利用AI客服逃避责任义务，切实维护消费者的合法权益。 </span></p><p></p><section style="margin-bottom: 0px;outline: 0px;font-family: system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif;letter-spacing: 0.544px;text-wrap: wrap;background-color: rgb(255, 255, 255);text-align: center;visibility: visible;"><section powered-by="xiumi.us" style="outline: 0px;color: rgb(34, 34, 34);letter-spacing: 0.544px;justify-content: flex-start;display: flex;flex-flow: row;visibility: visible;"><section style="outline: 0px;display: inline-block;width: 558px;vertical-align: top;align-self: flex-start;flex: 0 0 auto;visibility: visible;"><section powered-by="xiumi.us" style="margin-top: 10px;outline: 0px;letter-spacing: 0.544px;font-size: 16px;visibility: visible;"><section style="outline: 0px;vertical-align: middle;float: left;display: inline-block;line-height: 0;visibility: visible;"></section><section style="outline: 0px;clear: both;visibility: visible;"><svg viewbox="0 0 1 1" style="float: left;line-height: 0;width: 0px;vertical-align: top;visibility: visible;"></svg></section><section style="outline: 0px;width: 657px;float: left;visibility: visible;"><p style="text-align: center;"><br/></p></section></section></section></section><section powered-by="xiumi.us" style="outline: 0px;justify-content: flex-start;display: flex;flex-flow: row;"><section style="outline: 0px;display: inline-block;width: 558px;vertical-align: top;align-self: flex-start;flex: 0 0 auto;"><section powered-by="xiumi.us" style="margin-top: 10px;margin-bottom: 10px;outline: 0px;color: rgb(34, 34, 34);letter-spacing: 0.544px;font-size: 16px;line-height: 0;"><br/></section><p style="outline: 0px; letter-spacing: 0.544px; text-indent: 0em; text-align: left;"><span style="outline: 0px;font-size: 12px;"><span style="outline: 0px;color: rgb(34, 34, 34);letter-spacing: 0.544px;"><strong style="outline: 0px;"><span style="outline: 0px;color: rgb(145, 5, 5);">来源 |</span></strong> 央视网</span><span style="outline: 0px;color: rgb(34, 34, 34);letter-spacing: 0.544px;text-indent: 0em;"></span></span></p></section></section></section><p></p><p style="display: none;"><mp-style-type 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