Core Viewpoint - The article highlights the challenges faced by consumers in the instant retail sector, particularly regarding customer service and communication issues when problems arise with orders [1][3]. Group 1: Consumer Experience - Consumers are often left without adequate support when issues occur, such as receiving incorrect orders or experiencing automatic refunds without prior notification [1][3]. - The lack of effective communication from platforms, particularly through automated customer service, leads to frustration and a poor consumer experience [3]. Group 2: Industry Practices - The article criticizes the practice of platforms using automated refunds without informing consumers, which undermines their rights to be informed and to choose alternatives like waiting, exchanging, or refunding [3]. - Some platforms, like Meituan and JD.com, have implemented better practices by offering consumers options when items are out of stock, demonstrating that service quality can be improved through better communication [3]. Group 3: Regulatory Environment - There is a call for regulatory bodies to establish standards for the use of intelligent customer service, including response times for transferring to human agents and ensuring consumer rights are protected [3]. - The current increase in complaints related to intelligent customer service indicates a need for improved industry standards and oversight [3]. Group 4: Market Dynamics - Despite ongoing losses, major delivery platforms continue to invest heavily in subsidies and market competition, raising questions about the sustainability of such practices [3]. - The article emphasizes that the ultimate success in the delivery market will depend on the quality of service provided to consumers, rather than just order volume or technological efficiency [3].

Core Viewpoint - Ant Group's subsidiary, Digital Mali, has launched a "Double 11 Service Guarantee Plan" aimed at addressing e-commerce customer service pain points through a performance-based payment model, promising brands tangible commercial growth [1] Group 1: Service Guarantees - The plan includes commitments such as "If you can't connect, use it for free," where if the service response time does not meet the agreed SLA standards, the service fee will be waived [4] - The "No Growth, No Charge" promise ensures that only stores managed entirely by Digital Mali will receive additional "value-added services" aimed at enhancing customer conversion [5] Group 2: Performance Metrics - During the "6.18" shopping festival, Digital Mali's AI cloud customer service handled over 26 million service requests, with a peak of nearly 550,000 requests in one day, maintaining an average service satisfaction rate of 94% [6] - The ROI of AI cloud customer service is highlighted by improved efficiency, with customer service representatives potentially increasing their problem-solving capacity from 200 to 300 queries per day due to time savings [6] Group 3: AI Integration and Future Outlook - Gartner predicts a 400% growth in AI-driven customer interactions by 2025, with AI agents improving customer satisfaction by 20% [7] - Digital Mali's AI cloud customer service solution integrates AI as a central intelligence hub, reconstructing service processes to balance efficiency and quality [7] - The company offers a "managed service" model, training cloud customer service representatives using AI, and providing ongoing support to enhance customer engagement and brand loyalty [7][8]

Group 1 - The increasing reliance on AI customer service is leading to consumer frustration, as many find it difficult to reach human representatives when issues arise [1][2] - Companies are using AI to manage customer inquiries, especially during peak times, but this can result in inadequate handling of complex issues and customer emotions [2] - There is a call for businesses to improve "human-machine collaboration" by ensuring clear access to human customer service when AI fails to resolve issues [2] Group 2 - The performance of customer service teams is directly linked to the number of complaints they receive, creating pressure to manage inquiries efficiently [2] - AI customer service is better suited for structured and routine inquiries, but struggles with complex problems and emotional customer responses [2] - Recommendations include establishing a clear "transfer to human" option in AI systems and improving compensation and support for customer service personnel [2]

Group 1 - The establishment of the Zhejiang Foreign Language University (ZFU) cross-border e-commerce industrial park aims to create a comprehensive service platform integrating cross-border e-commerce operations, talent cultivation, and entrepreneurial incubation [3][4] - The park has attracted 24 cross-border e-commerce enterprises since its establishment, with nearly half being related to ZFU, including six alumni companies [3][4] - The return of alumni enterprises to the park fosters industry clustering and enhances talent training and employment opportunities for students [4] Group 2 - The "3+1" innovative experimental class at ZFU implements a school-enterprise joint training model, which is further enhanced by the establishment of the industrial park, improving students' practical skills [5] - As of recent statistics, 103 students have entered the industrial park for internships, practical training, and employment, with 158 students expressing job interest in the park [5] - The industrial park is equipped with shared live streaming rooms and intelligent product selection areas, supporting the development of cross-border live streaming as a new business avenue [6] Group 3 - The park plans to focus on developing overseas live streaming business, leveraging the skills of ZFU's language and international students [6] - The initiative promotes a collaborative development model of "campus + industrial park + incubation park," aiming for deep integration of talent cultivation, industry clustering, and innovation entrepreneurship [6] - Several companies within the park are actively recruiting, offering over 20 job positions, and will continue to promote the integrated development of "live streaming + platform economy + cross-border e-commerce" [6]

Group 1 - The S fund market in Shanghai is gaining attention as an important tool for revitalizing existing assets and optimizing resource allocation, with a total transaction amount exceeding 250 billion yuan as of May 18 [1][2] - The Shanghai Equity Custody Trading Center has released valuation guidelines for fund shares to address challenges such as valuation difficulties, information asymmetry, and complex transaction structures in the S fund industry [1] - The "Eskimo" 2.0 version of the private fund mobile service platform and the Bank of Communications' equity management system were launched to enhance transaction information efficiency for various users [2] Group 2 - The Shanghai S fund market has seen continuous high-quality development and expansion, with the S fund alliance comprising over a hundred leading market institutions, including national-level mother funds and well-known domestic and international funds [2] - As of May 18, the platform has completed 121 fund share transactions and 44 share pledge transactions, with financing amounts of approximately 99.34 billion yuan [2] - The S fund trading market in Shanghai is expected to achieve a significant increase in transaction amounts in 2024, surpassing 100 billion yuan, contributing positively to the circulation of financial and industrial capital [2]