AI客服转人工，不能化简为繁

Core Viewpoint - The transition from AI customer service to human customer service is fraught with challenges, primarily due to AI's limitations in understanding user requests and intentional barriers set by companies, which negatively impact user experience [1][2]. Group 1: AI Limitations - AI customer service systems exhibit significant shortcomings in understanding user inquiries, leading to a frustrating experience for users trying to reach human representatives [1][2]. - The technical limitations of AI, combined with companies opting for lower-cost, basic versions of AI services, result in inadequate handling of complex customer needs [2][3]. Group 2: Company Practices - Some companies intentionally create obstacles for users attempting to access human customer service, reflecting a reluctance to address service quality issues and a focus on cost-cutting [2][3]. - The pursuit of cost reduction through AI can lead to a detrimental cycle of brand trust erosion and negative consumer perception, as companies prioritize efficiency over effective service [3]. Group 3: Recommendations for Improvement - Companies should ensure that simple inquiries are handled by AI, while complex or unconventional requests are promptly escalated to human agents to avoid leaving users without support [3]. - There is a need for industry consensus on effective human-AI collaboration, with clear standards for AI customer service that prioritize user experience and service quality [3].