关于客户服务自动化，你需要知道的注意事项(14)_TheDosandDon’tsofCustomerServiceAut

对于那些简单的问题，例如说计费、采购和产品查询等，自动化系统完全可以自主解决。但有时候，问题会非常复杂，这时只有人才能理解、协商和解决客户的诉求。

Be okay with the outdated system in place

系统过时了也无所谓

The system should be updated and maintained regularly to avoid redundant and irrelevant responses to the customers. If customer service is automated successfully managers can spend their time on other core activities of the business.

系统应该得到定期的更新和维护，以避免向客户发送冗余或无关的响应。如果客户服务系统成功的实现了自动化，管理人员就可以将时间和精力花在其他的核心业务上了。

Final Word

总结

Customer service automation (CSA) is an incredible tool which promises high profitability increased customer satisfaction and maximum productivity. It can be used to its maximum potential by abiding by the principles mentioned above. However CSA can bring more harm than good to a business if mismanaged. The most beneficial use of automation comes with a balance in AI and human support in customer care.