关于客户服务自动化，你需要知道的注意事项( 十 )_TheDosandDon’tsofCustomerServiceAut

自动化客服和人工客服之间的无缝切换对于解决任何类型的客户问题都是至关重要的。

Develop a confidence scoring mechanism

建立信任度评分机制

This mechanism can assess the customers’ feelings and confidence in automated systems. The AI system should know when the customer is unhappy and unsatisfied so that the action can be redirected to a human.

该机制可以对客户使用自动化系统时的感受和信任度进行评估。 AI系统应该能够了解客户什么时候开始感到不开心、不满意，这样一来系统便寻求人工客服的介入。

Have an updatable knowledge base for each customer

为每个客户提供可更新的知识库

There should be a knowledge base that can update itself after every customer interaction. The updated information ideally includes the location identity past purchases and preferences of the customer which make the system more proficient in catering to specific needs of the customers and help the administrator organize and manage the content and control the user’s access.