关于客户服务自动化，你需要知道的注意事项( 二 )_TheDosandDon’tsofCustomerServiceAut

在这个快速发展的数字时代，人们并没有多少时间去杂货店买东西，连前往十英里外的办公室上班对人们来说都显得非常奢侈。随着数字化的不断发展， 21世纪的人们比以往任何一个时代都更加“懒散” 。这种数字化的趋势不仅影响了普通人，它还为公司提供了新的机遇；借助数字化的趋势，公司可以更高效地提供客户服务。任何事情只需要点击一下就能解决，这样的需求导致越来越多的公司开始引入（客户服务）自动化，他们开始尽可能多的使用人工智能替代人类客服来提供客户服务。

“Information technology and business are becoming inextricably interwoven. I don’t think anybody can talk meaningfully about one without talking about the other”?—?Bill Gates.

“信息技术和商业正在变得密不可分。我认为没有人可以只谈论其中一个而忽略另外一个。 ”——比尔·盖茨

So when we talk about great customer engagements we talk about customer experiences which are based on clear communication short response time and cross-channel consistency. Customer experience has to be exceptional for the customer and any act of customer engagement must always feel good. As for the organization engaging with customers should be a smooth and cost-effective process.