Recently, some media reported that after the WeChat 8.0.8 for iOS update, a new feature appeared - WeChat customer service. But this customer service is not the customer service that most people imagined. It is more like a capability for B-end brand merchants. Through this capability, C-end WeChat users can better find merchants, answer questions, and handle after-sales. After seeing the news, some netizens commented, "I want a customer service that is really oriented towards the WeChat software, and WeChat's own customer service thieves are hard to find." Tencent does not have human customer service?
"Intelligent customer service is not intelligent, and manual customer service thieves are hard to find" seems to have become a common problem of many Internet platforms, and it has also driven too many people crazy. In May, a survey report released by the Jiangsu Consumer Protection Committee stated that on 48 APP platforms, 52.9% of consumers said they had encountered “customer service problems” such as robots answering questions, customer service kicking the ball, and the complaint layer transferring but not solving the problem. ". The current artificial intelligence is still in the stage of weak artificial intelligence.
When users encounter personalized problems that cannot be solved by intelligent customer service, all kinds of detours will come. If the intelligent customer service is not reliable, you have to call the customer service hotline. However, this has become a long-standing and difficult problem that many people complain about. First, if you try your best to search all kinds of strategies, you may not be able to find a human customer service; second, even if you find it, it depends on whether the problem can be solved smoothly. luck. The revenue of Internet giants can reach hundreds of billions, and the market value can reach several trillions. Why can't they develop a customer service system?