Intelligent customer service complaints increased by more than 50% year-on-year: it is difficult to turn to labor and answer questions that are not answered!

　　According to media reports, complaints from smart customer service nationwide have been the top of the service complaint list for three consecutive years, with the number of complaints in 2024 increasing by more than 50% year-on-year. Among them, "difficulty in turning labor", "answer questions" and "lack of temperature" have become the focus of smart customer service complaints.

Many of the originally simple problems are forced to communicate repeatedly, and it is difficult to effectively solve them; if you want to transfer to manual customer service, you face many obstacles. Such troubles are affecting more and more consumers.

　　Experts believe that while enterprises pursue cost reduction and efficiency improvement and significantly reduce customer service costs, they may ignore the protection of consumer rights, and the inadequate supervision has exacerbated this problem.

The reporter visited a smart customer service company and learned that the basic salary of a manual customer service is usually 2,000 yuan, and the total basic salary of a year is 24,000 yuan. In contrast, smart customer service does not require frequent recruitment. It can work 24 hours a year by setting up codes, and can greatly reduce corporate costs.

　　The company introduced that the annual service fee for the standard version of smart customer service is only 6,000 yuan, and the annual service fee for the professional version is 20,000 yuan, while most customers only need to choose the standard version to meet their needs. Calculated based on working hours, the cost of intelligent customer service is only one-tenth of that of manual customer service.

At present, many companies, including traditional industries such as e-commerce, banks and airlines, are gradually replacing manual customer service with intelligent customer service. For example, a home e-commerce company originally had 36 manual customer service teams. After introducing smart customer service, the number of manual customer service personnel was reduced to 9, which could save 1 million yuan in costs every year.