"我还没问完呢！怎么就断了？"康阿姨又气又急，"这到底是真人还是机器人啊？我们老人打字慢，就 不能多等两分钟吗！" 来源：北京晚报微信公众号 老年人使用手机，每一步可能都需要从头学习。遇到困难除了"麻烦子女"，他们也期待有"明白人"能问 问。一份《移动互联网应用（App）适老化改造调研报告》显示，中老年人对App适老模式主要需求之 一即是人工客服。但记者发现，寻找人工客服，如今在相当程度上仍是一种对耐心的考验。 急人：问题没发完，对方已"断联" 65岁的康阿姨，付费158元购买了某平台的年度会员。最近不时出现"掉线"情况，重新登录很麻烦，康 阿姨决定找客服问问。找遍会员中心、订单、设置……康阿姨许久才在"帮助与反馈"里找到"在线客 服"。 点击进入后，一个带着笑脸的"专属智能客服"弹窗跳了出来，列了一串"猜你想问"的问题。康阿姨只好 打字输入"账号经常掉线，视频看不了"。等待数秒，智能客服回复了一段模板文字：若您遇到账号使用 问题，可尝试以下操作……这样的回复看得康阿姨云里雾里，想找位人工客服直接帮忙。 连续输入2次"转人工"后，终于接通"专享人工客服"，康阿姨赶紧开始打字。但还没描述完，页面就弹 出提示：因 ...

Core Insights - The increasing reliance on AI customer service in various industries has led to significant consumer dissatisfaction, particularly during high-demand periods like the e-commerce 618 shopping festival [1][2] - Complaints related to AI customer service have surged, with a reported 56.3% year-on-year increase in complaints related to "intelligent customer service" in the e-commerce after-sales service sector [2] - The effectiveness of AI customer service is being questioned, as many consumers prefer human customer service, which they find more effective despite longer wait times [2][3] Group 1: Consumer Experience - Many consumers report that AI customer service struggles to understand human language, leading to ineffective communication and frustration [1][2] - A significant portion of users (30.98%) feel that AI customer service does not adequately cater to vulnerable groups such as the elderly and disabled [2] - A test of 30 commonly used apps revealed that 40% failed to connect users to human customer service, with many requiring long wait times to reach a representative [3] Group 2: AI Customer Service Limitations - The primary shortcomings of AI customer service include an inability to resolve personalized issues, mechanical responses, and poor comprehension of inquiries [2] - The current implementation of AI customer service often prioritizes efficiency and cost-cutting over quality service, leading to a decline in overall consumer experience [6] - There is a need for businesses to enhance AI technology through better algorithms and natural language processing to improve service quality [7] Group 3: Recommendations for Improvement - Companies should not view AI and human customer service as mutually exclusive; instead, they should integrate both to enhance customer experience [6][7] - Providing a straightforward option for customers to reach human representatives is essential, especially for complex issues that AI cannot handle effectively [6] - Businesses should focus on optimizing AI for specific service scenarios to ensure it meets customer needs without compromising service quality [7]

Core Viewpoint - The current implementation of intelligent customer service is failing to meet consumer needs, leading to frustration and dissatisfaction with businesses [1][3][5] Group 1: Issues with Intelligent Customer Service - Many consumers find that intelligent customer service systems are ineffective for complex inquiries, often resulting in wasted time and unresolved issues [3][5] - The transition to human customer service is often cumbersome, with many businesses making it difficult to reach a live representative, leading to further consumer frustration [3][6] - There is a perception that businesses prioritize cost savings over effective customer service, using subpar intelligent systems that do not adequately address consumer problems [5][6] Group 2: Impact on Consumer Experience - Poor customer service experiences can lead to a loss of consumer trust and loyalty, ultimately affecting a business's long-term success [6][8] - The disconnect between intelligent and human customer service can exacerbate issues, as consumers may feel their concerns are not being adequately addressed [6][8] - Businesses need to recognize that enhancing customer satisfaction is crucial for sustaining their operations and reputation in the market [8] Group 3: Recommendations for Improvement - Companies should invest in better technology and training to improve the effectiveness of intelligent customer service systems [6] - A more seamless integration between intelligent and human customer service is necessary, ensuring that complex issues are quickly escalated to human representatives [6] - Training for customer service personnel should be prioritized to enhance their ability to resolve issues efficiently and effectively [6]

Core Insights - The article highlights the inefficiencies and frustrations associated with the current state of customer service, particularly the challenges faced when transitioning from automated to human customer support [1][2] - It emphasizes the need for companies to adopt a consumer-centric service approach to enhance customer experience and address the issues related to "turning to human support" [1][2] Group 1: Customer Service Challenges - A significant portion of consumer complaints during the recent holiday period was related to poor customer service, including difficulties in reaching human representatives [1] - Complaints regarding automated customer service systems have surged, with a reported 56.3% year-on-year increase in related complaints in the e-commerce sector for 2024 [1] Group 2: Recommendations for Improvement - Companies are urged to optimize the process for accessing human customer service, including simplifying procedures and implementing features like "one-click transfer to human service" for vulnerable groups [2] - It is essential to clearly define the roles of automated and human customer service to improve efficiency and responsiveness to consumer needs [2] - The article stresses that the core mission of customer service should be to resolve issues effectively, rather than using automated systems as a means to avoid direct customer interaction [2]