关于客户服务自动化，你需要知道的注意事项( 五 )_TheDosandDon’tsofCustomerServiceAut

There is so much inefficiency out there when it comes to providing seamless customer experiences that it is now crucial for businesses to turn to AI for help. And while it is wise to employ AI to do this job a company must find the right balance between using AI and human interaction to serve their customers. Not all the concerns can be addressed via an automated service as it comes with its set of limitations. Research from Accenture Strategy shows that about 60% of the customers didn’t make their intended purchase due to poor customer service.

由于企业在提供无缝的客户体验时仍然效率较低，对他们而言，现在转向AI寻求帮助应该是至关重要的。尽管使用AI来完成这项工作（客户服务）是一个明智的选择，但企业仍然需要在使用AI和使用人工之间寻找一个合适的平衡点。因为并非所有的问题都可以通过自动化解决，自动化的客户服务目前还受到一系列的限制与约束。根据埃森哲战略的研究，由于客户服务质量较差，有60%的客户没有进行预期的购买。