Robot calling, answer or hang up?

Although the voice that came in my ear was real, I wanted to interrupt or inquire, but the other person ignored me and continued to talk to myself. Unconsciously, the AI call that rang at any time replaced the previous merchant SMS

Although the voice that came in my ear was real, I wanted to interrupt or inquire, but the other person ignored me and continued to talk to myself. Unconsciously, the AI call that rang at any time replaced the previous merchant SMS. When it comes to proactively connecting with customer service, AI becomes a "roadblock".

Considering cost reduction and efficiency improvement,The emergence of AI customer service is unstoppable. In the bustling wave of business opportunities, there is still a long way to go to truly afford the word "intelligence".

Information image

annoyance

AI customer service is overwhelming

Hello, this is a refined decoration specifically designed for Beijing customers... "" Hello, this is XX customer service. May I ask if you have received the package delivered yet... "" Long time no see, XX platform has sent you a coupon. Remember to come and take a look

Every three to five, Mr. Yu, a citizen, can receive similar calls, which are all from AI customer service. These 'digital employees' run autonomously through software and are tireless. Due to his fear of missing work-related calls, Mr. Yu always answers every call, and his AI customer service is very annoying.Previously, most people used to send text messages, but recently there have been more and more direct phone calls. If the other person is a real person, they can still clearly tell not to call again. It's really impossible to face robots

It's too perfunctory to have a real customer service call first, recommend benefits, and then switch to AI to continue introducing. Sometimes when I'm busy with work or taking a nap, I suddenly make a phone call and find out that I'm still an AI, feeling restless and nowhere to vent. On social media platforms, netizens with similar feelings have complained. Industries such as finance and real estate, logistics and communication, and consumer tourism are heavily affected by AI customer service calls due to the need for large-scale customer communication.

At the same time, when encountering any problems and seeking help from customer service, people find that whether through online platforms or making phone calls, AI customer service is still "in the way". Either list a few questions or broadcast a series of features for consumers to choose from.If the consultation content is not included, it is like a chicken talking to a duck, and one can only hold their breath secretly when facing the preset response that pops up mechanically.

Finding manual customer service has become a test of patience. After breaking through multiple levels and listening to one after another of "busy seats" waiting for music, it is likely that the arrival will not be "hello" with real voice temperature, but "timeout hang up". The artificial customer service that the online platform finally calls out is often very busy and unable to respond one-on-one. During the waiting process, once the conversation window is closed, the next time it appears will not be the same customer service person as before.With the sentence 'May I help you?', all requests will be sent again. After several attempts, the problem was not resolved, and the consumer who asked the question was almost "solved".

market

Spare no effort to promote "digital employees"

AImarket2023marketmarket80%2022market66.82027market181.3

On the other hand, the number of manual customer service is deteriorating. Taking the financial field of "big customers" who apply intelligent customer service as an example, the reporter consulted the "Development Report on China Banking Customer Service Centers and Remote Banking" released by the China Banking Association and found that in 2021, the number of customer service centers and remote banking practitioners decreased to 50200 for the first time after five consecutive years of growth. In 2022, the number of customer service practitioners in banking and financial institutions continued to significantly decrease to 43800.

Behind the rise and fall is clearly an economic account. On the recruitment platform, the monthly salary of a telephone customer service varies from 3000 to 6000 yuan depending on the city, and it is even more expensive to include expenses such as office space, equipment, and training. Using intelligent customer service instead of manual labor can be considered the first choice for enterprises to reduce costs.

marketAI customer service? It's too hot, as long as it's a company, it's all going up

Chen Yan introduced that the company's customers are more concentrated in two categories of products. One is intelligent online customer service, which builds a robot vocabulary for customers. Firstly, establish a professional terminology and chat library, and later fill in the knowledge base based on customer feedback to make the robot's answers more accurate. According to the version, the annual software maintenance cost ranges from 5000 yuan to 50000 yuan.

Another type of "proactive" product in the industry is called intelligent outbound call. Provide customers with a well-developed system that can be recorded by real people and recorded with some scripts. Once the backend process is set up, the virtual operator account segment can automatically make phone calls for customer follow-up, notification, and other services. During the call process, the system can also capture keywords, label customers differently, and prioritize them. The annual maintenance cost is only 3000 to 4000 yuan.

Compared to the labor cost of a real employee, AI, with an annual "salary" of only a few tens of thousands of yuan, is highly profitable. Not only that, intelligent customer service can be online 24 hours a day and respond to inquiries at any time. When promoting marketing, we are not afraid of being scolded or slack off, and our efficiency is extremely high. CCTV once revealed at the March 15th evening party that there are enterprise platforms developing AI harassment systems,Compared to the number of "crazy" phone calls made by humans every day, robots can make 5000 calls, and some companies even make over 4 billion harassing calls a year.

develop

The trend of widespread application is irreversible

To reduce being harassed by AI calls and not wanting to miss important calls, many users choose to set up voice assistants to help them answer calls and convert recordings into text. When AI encounters AI, it sometimes "chats" and makes people laugh and laugh, it can be said that "one thing drops one thing".

The marketing promotion calls I received in the past require specialized manpower to make calls. With the advancement of technology, the application of intelligent outbound calls has become very common. "Digital economist Liu Xingliang has a deep understanding of the trend of AI customer service applications becoming increasingly widespread. "Sometimes it is really hard to tell whether it is a real person or an AI. If it is a real person, you can also roast and get angry at AI. The opposite side will only pause and continue to say."

Nevertheless, Liu Xingliang emphasized that technology itself is neutral. The root cause of the most criticized harassment phone is not AI. For example, accurately knowing that users need to renovate a house when they just bought it, or need milk powder when they have just given birth, the problem still lies in information leakage. AI does not carry this' pot '. AI only makes the process of making phone calls cheaper, and for ordinary users, they can only register fewer websites and software to minimize the possibility of privacy leakage

AIdevelop90%AIAI

Chen Yan's feelings are similar. Since the beginning of this year, he has found that many companies are swarming with intelligent customer service. Some features are not yet fully developed, with only one architecture, and have also started to be packaged and launched externally. Although they are all called AI, there are differences in the level of intelligence of products, with varying effects. Some can be continuously learned, while others cannot be captured by a few words. In addition, some customers who purchase related products themselves are not particularly clear about the differences, resulting in different consumer experiences of intelligent customer service.

AIdevelopMake intelligent customer service no longer "intellectually disabled" and truly user-friendly.AIChatGPTdevelop

Source: Beijing Daily Client| Reporter Wei Jing

Editor Wang Qiong

Process Editor Liu Weili

Disclaimer: The content of this article is sourced from the internet. The copyright of the text, images, and other materials belongs to the original author. The platform reprints the materials for the purpose of conveying more information. The content of the article is for reference and learning only, and should not be used for commercial purposes. If it infringes on your legitimate rights and interests, please contact us promptly and we will handle it as soon as possible! We respect copyright and are committed to protecting it. Thank you for sharing.(Email:[email protected])