"Yes, yes; don't send express, don't send express; switch to manual, switch to manual." I took the time to make a customer service call for express delivery during working hours, but was forced out of the broadcasting cavity by the intelligent customer telemarketing list service, word by word, for fear of the other end of the phone. The mentally retarded intelligent customer service asked the 10086th time: "I'm sorry, I didn't understand. Please briefly describe the question you want to consult, such as &*#!&..." Who hasn't had the experience of dealing with intelligent customer service a few times? With the popularity of intelligent customer service, such scenarios are becoming more and more common.
According to CCTV Finance, the number of registered companies using "smart customer service" in 2020 is twice as many as in 2018, and the fees telemarketing list range from a few hundred yuan to tens of thousands of yuan, which is a lot cheaper than manual customer service. Take China CITIC Bank as an example, an artificial agent can make 240 calls a day, while online intelligent customer service can make 13,500 to 20,000 calls a day. E-commerce is even more fierce. This year's 618 opened an hour, and the intelligent customer service service accumulated 8.1 million times, and the response speed has also accelerated.
In the early morning of Double Eleven in 2019, the peak number of people in Wei Ya's live broadcast room reached 43.1 million, and a large number of questions came in. It was the customer service robot that answered most of the questions raised by telemarketing list fans and helped Wei Ya complete the interaction with fans. On the day of Double Eleven in 2018, Alibaba Xiaomi provided 300 million consultation sessions throughout the day, equivalent to the workload of 8.5w manual customer service assistants, undertaking 97% of the service needs. Yang Jin, director of Tencent customer service operations, said in an interview with Guangming"75% of Tencent customer users' problems can be solved directly by intelligent customer service."