In recent years, with the rapid development of artificial intelligence technology, AI customer service has been widely used in various industries such as e-commerce, logistics, and telecommunications. However, despite the increasing prevalence of AI customer service, positions for human customer service representatives are still listed as critical skill professions in many areas.
According to a report by the Workers' Daily, journalists found during their investigation that many individuals engaged in human customer service primarily come from rural areas, and the job generally involves significant work pressure and intensity, leading to frequent employee turnover.
Image Source Note: Image generated by AI, image licensed by service provider Midjourney
Professor Liang Kongming from Beijing University of Posts and Telecommunications pointed out that current AI customer service still shows deficiencies in handling complex issues, making it difficult to achieve precise recognition and responses. Although technology is continuously advancing, user expectations for AI customer service are also rising, which makes the issue of its intelligence more apparent.
With the ongoing popularization of AI customer service and the accelerated digital transformation of enterprises, positions for human customer service representatives are listed as urgently needed talent. Human resources and social security departments in several provinces and cities have already included "Customer Service Administrator" in the list of critical professions.
Experts state that while AI customer service has advantages in improving efficiency, it still falls short in handling personalized and complex issues. Therefore, during the transformation process, companies need to find a way to achieve a complementary synergy between human customer service and AI customer service. Additionally, experts recommend that companies should protect the rights of human customer service representatives and reduce their psychological pressure to enhance work efficiency and service quality.
Key Points:
✅ AI customer service is becoming widespread, but positions for human customer service remain in high demand and are being prioritized in many regions.
🤖 Human customer service faces work pressure, while AI customer service is insufficient in handling complex issues.
📈 Experts suggest achieving a complementary synergy between human and AI customer service and protecting the rights of practitioners.
