天润云（02167.HK）白皮书发布｜从Chatbot到智能体，欧美AI客服的进化之路

Core Insights - The focus of customer service has shifted from enhancing efficiency to allowing AI to take over tasks and execute them in a closed loop, demonstrating verifiable ROI by 2025 [1] - Companies are increasingly asking how much human labor AI can replace rather than if AI can be implemented [1] Group 1: Research Findings - The white paper is based on in-depth research of four leading customer service companies: Sierra, Decagon, ASAPP, and Cognigy [1] - It serves as a practical guide for those responsible for customer service system construction, SOP implementation, automation project advancement, cost optimization, or service experience enhancement [1] Group 2: Key Questions Addressed - The white paper addresses critical questions such as the actual automation rate, whether delivery costs have truly decreased, and how AI can achieve end-to-end task closure across different business processes [2] - It also explores the relationship between automation rates, resolution rates, and token costs, as well as how mature companies measure AI ROI beyond just hit rates [2] Group 3: Future Considerations - The document discusses the future structure and role reconstruction of customer service organizations, how to assess the current system's value, and how to choose the technology roadmap for the next two years [2] - It emphasizes the importance of demonstrating to management that AI investments can yield real returns and how to drive the replacement of human labor in a controlled manner [2]