用AI修一条"直播运营"的高速公路 直播电商的本质是效率竞赛，但长期以来，这场竞赛更多靠人海战术与经验堆积。 交个朋友自2020年罗永浩抖音首秀起步后，2022年开始1+N直播模式，建立垂类直播账号矩阵，如今，在抖音、淘宝两个主账号外，全网直播间60+，覆盖 粉丝数1亿+。 这么庞大的业务体量，全靠人是无法支持的。 头图 | 虎嗅智库 当交个朋友的双数字人直播间带货达5500万，WeShop唯象为垂类电商平台一周搞定7万张清仓图，网易云商帮王府井门店客服每天节省4-6h，凌迪科技让某 成衣品牌打样成本直降三成......AI不再只是试点，已经真正落地核心业务，并取得成效。 当前，企业面临的关键问题已经不是要不要用AI，而是如何用好AI？ 7月29日-30日，虎嗅智库第二期汇聚以上四家领先企业的一线操盘手，聚焦营销服环节的流量、成本、增长等难题，通过拆解真实案例和前沿技术讲解，梳 理出一条贯穿"内容生成、运营提效、交易转化、生产变革"的AI电商营销服实战路径。 出品 | 虎嗅智库 早期，交个朋友借助一些低代码平台支撑系统运转，但效果有限，无法梳理出标准化业务流程、不能沉淀数据，而且因为系统线操作分散，用户体验也 ...

Core Viewpoint - The article discusses the launch of a two-month nationwide initiative aimed at optimizing the online business environment by addressing issues related to online defamation and infringement against enterprises, particularly in Chengdu [3][5]. Group 1: Government Initiatives - The Central Cyberspace Administration of China has initiated a special action called "Clear and Optimized Business Network Environment" to combat online defamation against enterprises [3]. - Chengdu's local government has launched the "Assist Enterprises and Protect Enterprises" action, which includes 16 specific measures to support businesses facing challenges in the online environment [3][5]. - The Chengdu government aims to establish a long-term mechanism for reporting online infringement, ensuring effective protection of enterprises' legal rights [9]. Group 2: Support for Enterprises - In 2024, Chengdu proactively handled over 1,000 reports of online infringement affecting entrepreneurs' privacy and corporate reputation, aiding businesses in protecting their rights [5]. - Companies like Xiaoduo Technology benefited from government support in navigating the complex process of registering their AI models, leading to a significant increase in new orders by over 50% [9][11]. - Chengdu's government is also facilitating training sessions for businesses to better understand how to protect their legal rights in the online space [9]. Group 3: Enhancing Business Development - The initiative includes measures to enhance enterprise development, such as providing training and building platforms for businesses to thrive [9][12]. - Chengdu is optimizing the supply mechanism for computing power vouchers, which has helped some companies reduce their computing costs by 50% [12]. - The government is promoting data resource circulation and sharing through the "Rong Data Park" data trading platform, aiming to unlock the value of data elements [12].

Core Viewpoint - The article discusses the increasing reliance on AI customer service and the challenges it presents, highlighting the tension between efficiency and the need for human empathy in customer interactions [5][12][34]. Group 1: AI Customer Service Adoption - AI customer service is being adopted widely across various industries, with many businesses transitioning from human to AI support to reduce costs and improve efficiency [7][12]. - The cost of AI customer service is significantly lower than traditional human customer service, with one AI service provider offering a monthly fee of 99 yuan compared to an average monthly cost of 3000 yuan for human agents [7][10]. - The Chinese intelligent customer service market reached 3.94 billion yuan in 2023 and is projected to grow to 9.07 billion yuan by 2027, indicating a rapid expansion in this sector [12]. Group 2: Limitations of AI Customer Service - Despite the cost benefits, AI customer service often fails to address complex or urgent customer needs, leading to frustration among users who find it difficult to reach human agents [23][24]. - A survey indicated that over 80% of human customer service agents are hard to reach, with many consumers unable to find a way to connect with them [26][27]. - Privacy concerns are also prevalent, as customer interactions with AI systems are stored on third-party servers, raising fears of data breaches and misuse [29]. Group 3: Human Element in Customer Service - The article emphasizes that while AI can handle simple queries, it lacks the ability to understand human emotions and complex needs, which can lead to dissatisfaction among customers [24][32]. - Human customer service representatives are better equipped to respond to emotional cues and provide personalized assistance, which is often lacking in AI interactions [31][34]. - The shift towards AI in customer service raises questions about the future of human roles in this field, with some companies already reducing their workforce significantly due to AI implementation [34][36].

Core Viewpoint - The article discusses the challenges and limitations of AI customer service, highlighting that while AI is increasingly adopted for cost-saving and efficiency, it often fails to meet the nuanced needs of consumers, leading to frustration and a preference for human interaction [4][14][26]. Group 1: AI Customer Service Adoption - AI customer service is being widely adopted across various industries, including e-commerce, airlines, and banking, as companies seek to reduce costs and improve efficiency [3][8]. - The cost of AI customer service is significantly lower than traditional human customer service, with one AI service provider offering a monthly fee of 99 yuan compared to an average monthly cost of 3000 yuan for human staff [5][7]. - The Chinese intelligent customer service market reached 3.94 billion yuan in 2023 and is projected to grow to 9.07 billion yuan by 2027, indicating rapid market expansion [8]. Group 2: Limitations of AI Customer Service - Consumers report significant difficulties in accessing human customer service, with many stating that AI systems often do not understand their requests, leading to a frustrating experience [12][17]. - A survey indicated that over 80% of human customer service representatives are difficult to reach, with many consumers unable to find a way to connect with them [17]. - Key complaints about AI customer service include its inability to handle personalized issues, mechanical responses, and a lack of understanding of customer emotions and urgency [14][19]. Group 3: Human Customer Service Preference - Many consumers express a strong preference for human customer service, citing the ability of human agents to understand complex needs and provide empathetic responses [15][22]. - Instances are shared where human customer service representatives were able to address urgent issues more effectively than AI, reinforcing the value of human interaction [20][22]. - The emotional connection and understanding provided by human agents are seen as irreplaceable, with consumers feeling more comfortable and valued when interacting with a person rather than an AI [22][26]. Group 4: Industry Trends and Future Outlook - The trend of replacing human workers with AI is gaining momentum, with companies like Klarna announcing significant layoffs in customer service roles due to AI integration [24][25]. - The article raises concerns about the broader implications of AI replacing human jobs, questioning the balance between efficiency and the preservation of human qualities in service roles [25][26]. - The ongoing shift towards AI in customer service reflects a larger global trend of technological advancement, prompting discussions about the future of work and the role of human employees in an increasingly automated world [25][26].