Core Viewpoint - The Ministry of Industry and Information Technology has named several companies, including Sogou Browser and iQIYI, for difficulties in connecting to human customer service, highlighting a significant issue in customer service management [2] Group 1: Customer Service Challenges - The shortage of human customer service representatives is attributed to high job pressure, intense workload, and frequent turnover [2] - The widespread adoption of intelligent customer service systems aims to reduce labor and management costs, but these systems often fail to understand customer inquiries, leading to increased communication costs and high complaint rates [2] Group 2: Need for Human Interaction - Improving the intelligence of customer service systems is a key area for enhancement, but personalized needs that exceed the capabilities of these systems still require human intervention [2] - Maintaining a reasonable proportion of human customer service is essential for preventing service quality degradation, which can lead to customer attrition and is also a responsibility to protect consumer rights [2]